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NEW QUESTION 1
Which of the following are classed as stakeholders in service management?
1: Customers
2: Users
3: Suppliers
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: A
NEW QUESTION 2
Which of the following is an example of self-help capabilities?
- A. Menu-driven range of facilities used to access service requests
- B. Calls to the service desk to register standard changes
- C. A software update downloaded automatically to all laptops in an organization
- D. Software to allow programmers to debug code
Answer: A
NEW QUESTION 3
Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?
- A. RACI model
- B. Incident model
- C. Continual service improvement (CSI) model
- D. The Deming Cycle
Answer: A
NEW QUESTION 4
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"
- A. Service Strategy
- B. Service Design
- C. Service Operation
- D. Service Transition
Answer: C
NEW QUESTION 5
The BEST description of an incident is:
- A. An unplanned disruption of service unless there is a backup to that service
- B. An unplanned interruption to service or a reduction in the quality of service
- C. Any disruption to service whether planned or unplanned
- D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Answer: B
NEW QUESTION 6
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?
- A. Service Transition
- B. Risk Management
- C. IT Service Continuity Management
- D. Availability Management
Answer: A
NEW QUESTION 7
Which of the following are valid parts of the service portfolio?
1: Service pipeline
2: Service knowledge management system (SKMS)
3: Service catalogue
- A. 1 and 2 only
- B. 3 only
- C. 1 and 3 only
- D. All of the above
Answer: C
NEW QUESTION 8
Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information
2) Contract description and scope
3) Responsibilities and dependencies
- A. 1 and 2 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. None of the above
Answer: C
NEW QUESTION 9
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Component services
- C. Supporting services
- D. Customer services
Answer: C
NEW QUESTION 10
Which of the following can include steps that will help to resolve an incident?
1: Incident model
2: Known error record
- A. 1 only
- B. 2only
- C. Both of the above
- D. Neither of the above
Answer: C
NEW QUESTION 11
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The Deming Cycle
- B. The continual service improvement approach
- C. The seven-step improvement process
- D. The service lifecycle
Answer: A
NEW QUESTION 12
Which one of the following do major incidents require?
- A. Separate procedures
- B. Less urgency
- C. Longer timescales
- D. Less documentation
Answer: A
NEW QUESTION 13
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
- A. 1 and 2 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. All of the above
Answer: D
NEW QUESTION 14
What are the categories of event described in the ITIL service operation book?
- A. Informational, scheduled, normal
- B. Scheduled, unscheduled, emergency
- C. Informational, warning, exception
- D. Warning, reactive, proactive
Answer: C
NEW QUESTION 15
Contracts relating to an outsourced Data Centre would be managed by?
- A. Service Desk
- B. IT Operations Control
- C. Technical Management
- D. Facilities Management
Answer: D
NEW QUESTION 16
Which of the following is an example of capabilities?
- A. Menu driven range of facilities used to access service requests
- B. Calls to the service desk to register standard changes
- C. A software update downloaded automatically to all laptops in an organization
- D. Software to allow programmers to debug code
Answer: B
Explanation:
Reference: http://www.knowledgetransfer.net/dictionary/ITIL/en/Capability.htm
NEW QUESTION 17
Which statement about Service Level Agreements (SLAs) is CORRECT?
- A. They must contain legal wording because of their importance
- B. There should always be a separate SLA for each specific customer
- C. The wording must be clear and concise to allow no room for ambiguity
- D. Changes to the SLA can only be requested by the customer
Answer: C
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