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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B
Which practice updates information relating to symptoms and business impact?
Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A . Progress iteratively with feedbackB . Keep is simple and practicalC . Start where you areD . Focus on valueView AnswerAnswer: C
Which one of the following is the BEST definition ofthe term service management?
Which one of the following is the BEST definition ofthe term service management?A . A set of specialized organizational capabilities for providing value to customers in the form of servicesB . A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purposeC ....
Which one of the following would NOT be defined as part of every process?
Which one of the following would NOT be defined as part of every process?A . RolesB . Inputs and outputsC . FunctionsD . MetricsView AnswerAnswer: C
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?A . Service design: Design the processesB . Service strategy: Develop the offeringsC . Service transition: Plan and prepare for deploymentD . Service operation: IT operations managementView AnswerAnswer: A
Which of the following is an objective of business relationship management?
Which of the following is an objective of business relationship management?A . To identify patterns of business activityB . To ensure high levels of customer satisfactionC . To secure funding to manage the provision of servicesD . To ensure strategic plans for IT services existView AnswerAnswer: B
Which one of the following statements about incident reporting and logging is CORRECT?
Which one of the following statements about incident reporting and logging is CORRECT?A . Incidents can only be reported by usersB . Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC . All calls to the service desk must be logged as incidentsD...
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?A . To ensure that a service can be managed and operated in accordance with constraints specified during designB . To design and develop capabilities for service managementC . To provide good-quality knowledge...
Designing availability into a proposed solution
Designing availability into a proposed solutionA . None of the aboveB . Both of the aboveC . 1 onlyD . 2 onlyView AnswerAnswer: D
