What is a recommendation of the `focus on value' guiding principle?
A. Make `focus on value' a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management
Consider the following list:
1.
Change authority
2.
Change manager
3.
Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfilment, and access management
B. Event management, incident management, change management, and access management
C. Incident management, problem management, service desk, request fulfilment, and event management
D. Incident management, service desk, request fulfilment, access management, and event management
Which areas of service management can benefit from automation?
1.
Design and modeling
2.
Reporting
3.
Pattern recognition and analysis
4.
Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
Which of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
D. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be implemented
B. Internal experience is the only source of best practice because it is developed within the service provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers D. Value streams and processes
What is a problem that has been analysed but has not been resolved?
A. Workaround
B. Known error
C. Event
D. Incident
What term is used to describe the functionality of a service?
A. Output
B. Outcome
C. Utility
D. Warranty
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
Which statement about output is correct?
A. They consist of several outcomes.
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.