Which areas of service management can benefit from automation?
1. Design and modeling
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following CANNOT be provided by a tool?
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 is NOT an objective of service transition?
Which one of the following is an objective of release and deployment management?
Which process is responsible for sourcing and delivering components of requested standard services?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Which process includes business, service and component sub-processes?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Which process is responsible for low risk, frequently occurring, low cost changes?
Which statement about the emergency change advisory board (ECAB) is CORRECT?
Which one of the following is NOT an aim of the change management process?
What is the BEST definition of a definitive media library?
Which describes a proactive trigger for problem management?
What is the BEST description of a change proposal?
Which process analyses services that are no longer viable and when they should be retired?
Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual
Service Improvement approach?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
Which one of the following do technology metrics measure?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Which one of the following is the BEST definition of the term ‘service management’?
Which one of the following is the BEST definition of the term 'service management'?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
What is a service delivered between two business units in the same organization known as?
Which of the following is NOT a source of best practice?
Which of the following BEST describes technical management?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
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?
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
From the perspective of the service provider, who is the person or group that agrees their service targets?
Within service design, what is the key output handed over to service transition?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
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 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
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?