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Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
The consideration of value creation is a principle of which stage of the service lifecycle?
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?
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which one of the following is NOT an aim of the change management process?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Which is a responsibility of a customer within the service level management process?
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Which process is responsible for sourcing and delivering components of requested standard services?
Which process is responsible for the availability, confidentiality and integrity of data?
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Which statement should NOT be part of the value proposition for Service Design?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
Which one of the following activities does application management perform?
Which function or process would provide staff to monitor events in an operations bridge?
What is the act of transforming resources and capabilities into valuable service better known as?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What are customers of IT services who work in the same organization as the service provider known as?
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 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 options is a hierarchy that is used in knowledge management?
Which statement about the emergency change advisory board (ECAB) is CORRECT?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
TESTED 04 May 2024