ITIL

Which of the following is the best definition of service management?A . The ability to keep services highly available to meet the business needsB . A set of specialized organizational capabilities for providing value to customers in the form of servicesC . A complete set of all the documentation required...

What should a service always deliver to customers?A . ApplicationsB . InfrastructureC . ValueD . ResourcesView AnswerAnswer: C

Which process will regularly anal0yse incident data to identify discernibletrends?A . Service level managementB . Problem managementC . C0hange managementD . Event managementView AnswerAnswer: B

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?A . RACI modelB . Incident modelC . Continual service improvement (CSI) approachD . The Deming CycleView AnswerAnswer: A

Which of these statements about resources and capabilities is CORRECT?A . Resources are types of service asset and capabilities are notB . Resourcesand capabilities are both types of service assetC . Capabilities are types of service asset and resources are notD . Neither capabilities nor resources are types of service...

Which process will regularly anal0yse incident data to identify discernibletrends?A . Service level managementB . Problem managementC . C0hange managementD . Event managementView AnswerAnswer: B

Which of the following is NOT an objective of Continual Service Improvement?A . Review and analyze Service Level Achievement resultsB . Identifyactivities to improve the efficiency of service management processesC . Improve the cost effectiveness of IT services without sacrificing customer satisfactionD . Conduct activities to deliver and manage services...

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?A . Service strategyB . Service designC . Service transitionD . Service operationView AnswerAnswer: B

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?A . Service asset and configuration managementB . Event managementC . Service catalogue managementD . Problem managementView AnswerAnswer: B

Which of the following is NOT one of thefive individual aspects of service design?A . The design of the service portfolio, including the service catalogueB . The design of new or changed servicesC . The design of market spacesD . The design of the technology architecturesView AnswerAnswer: C