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Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which process is responsible for ensuring that appropriate testing takes place?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which one of the following functions would be responsible for the management of a data centre?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which function or process would provide staff to monitor events in an operations bridge?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which of the following is NOT one of the five individual aspects of service design?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which process analyses services that are no longer viable and when they should be retired?
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business
requirements?
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
Which of the following statements BEST describes the aims of release and deployment management?
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
How many people should be accountable for a process as defined in the RACI model
How many people should be accountable for a process as defined in the RACI model?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
TESTED 22 Sep 2025