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NEW QUESTION 1
Which of the following areas would not be supported by a Service Design tool?
- A. Software design
- B. Process design
- C. Environment design
- D. Strategy design
Answer: B
NEW QUESTION 2
Which types of communication would the functions within service operation use?
1; Communication between data centre shifts
2: Communication related to changes
3: Performance reporting
4: Routine operational communication
- A. 1 only
- B. 2 and 3 only
- C. 1, 2 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 3
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
- A. 1 only
- B. 2 only
- C. 3 only
- D. All of the above
Answer: D
NEW QUESTION 4
Access management is closely related to which other process?
- A. Capacity management only
- B. 3rd line support
- C. Information security management
- D. Change management
Answer: C
NEW QUESTION 5
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- A. Do
- B. Perform
- C. Implement
- D. Measure
Answer: A
NEW QUESTION 6
Which of the following defines the level of protection in Information Security Management?
- A. The IT Executive
- B. The ISO27001 Standard
- C. The Business
- D. The Service Level Manager
Answer: C
NEW QUESTION 7
Which of the following are basic concepts used in access management?
- A. Personnel, electronic, network, emergency, identity
- B. Rights, access, identity, directory services, service/service components
- C. Physical, personnel, network, emergency, service
- D. Normal, temporary, emergency, personal, group
Answer: B
NEW QUESTION 8
Which one of the following is an objective of release and deployment management?
- A. To standardize methods and procedures used for efficient and prompt handling of all changes
- B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
- C. To ensure that the overall business risk of change is optimized
- D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
NEW QUESTION 9
Which of the following are aspects of Service Design?
1) Architectures
2) Technology
3) Service Management processes
4) Metrics
- A. 1 only
- B. 2 and 3 only
- C. 1, 2 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 10
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Answer: C
NEW QUESTION 11
Which two elements of financial management for IT services are mandatory?
- A. Budgeting and charging
- B. Accounting and charging
- C. Budgeting and accounting
- D. Costing and charging
Answer: C
NEW QUESTION 12
Which of these should a change model include?
1: The steps that should be taken to handle the change
2: Responsibilities; who should do what, including escalation
3: Timescales and thresholds for completion of the actions
4: Complaints procedures
- A. 1, 2 and 3 only
- B. All of the above
- C. 1 and 3 only
- D. 2 and 4 only
Answer: A
NEW QUESTION 13
Which of the following is an objective of service transition?
- A. To negotiate service levels for new services
- B. To plan and manage the resource requirements for releases
- C. To provide quality knowledge of incident and problem management
- D. To plan and manage entries in the service catalogu
Answer: B
NEW QUESTION 14
What are the publications that provide guidance specific to industry sectors and organization types known as?
- A. The Service Strategy and Service Transition books
- B. The ITIL Complementary Guidance
- C. The Service Support and Service Delivery books
- D. Pocket Guides
Answer: B
NEW QUESTION 15
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- A. The service level management
- B. The IT service continuity management
- C. The service catalogue management
- D. The supplier management
Answer: D
NEW QUESTION 16
Which of the following statements is INCORRECT?
- A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)
- B. The SKMS is part of the Configuration Management System (CMS)
- C. The SKMS can include data on the performance of the organization
- D. The SKMS can include user skill levels
Answer: B
NEW QUESTION 17
With which process is problem management likely to share categorization and impact coding systems?
- A. Incident management
- B. Service asset and configuration management
- C. Capacity management
- D. IT service continuity management
Answer: A
NEW QUESTION 18
Which processes are responsible for the regular review of underpinning contracts?
- A. Supplier management and service level management
- B. Supplier management and change management
- C. Availability management and service level management
- D. Supplier management and availability management
Answer: A
NEW QUESTION 19
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