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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 one of the following statements about incident reporting and logging is CORRECT?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
What is the PRIMARY process for strategic communication with the service provider's customers?
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
Which service lifecycle stage supports the creation of a portfolio of quantified services?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
How many people should be accountable for a process as defined in the RACI model?
Which is a reason why incident management interfaces with service level management?
Which one of the following is NOT a valid purpose or objective of problem management?
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Which two processes will contribute MOST to enabling effective problem detection?
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 process is responsible for low risk, frequently occurring, low cost changes?
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 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
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which function or process would provide staff to monitor events in an operations bridge?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
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
TESTED 22 Nov 2024