ITIL

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?A . The IT directorB . The process ownerC . The service ownerD . The customerView AnswerAnswer: B

Which function or process would provide staff to monitor events in an operations bridge?A . Technical managementB . IT operations managementC . Request fulfillmentD . Applications managementView AnswerAnswer: B

Which one of the following activities does application management perform?A . Defining where the vendor of an application should be locatedB . Ensuring that the required functionality is available to achieve the required business outcomeC . Deciding who the vendor of the storage devices will beD . Agreeing the service...

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?A . Service level managementB . Service catalogue managementC . Demand managementD . Service transitionView 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...

Which process is responsible forcontrolling, recording and reporting on the relationships between components of the IT infrastructure?A . Service level managementB . Change managementC . Incident managementD . Service asset and configuration managementView AnswerAnswer: D

Which of the following is service transition planning and support NOT responsible for?A . Prioritizing conflicts for servicetransition resourcesB . Coordinating the efforts required to manage multiple simultaneous transitionsC . Maintaining policies, standards and models for service transition activities and processesD . Detailed planning of the build and test of...

What are underpinning contracts used to document?A . The provision of IT services or business services by a service providerB . The provision of goods and services by third party suppliersC . Service levels that have been agreed between the internal service provider and their customerD . Metrics and critical...

Which of the following statements MOST correctly identifies the scope of design coordination activities?A . Only changes that introduce new servicesB . It is mandatory that all changes are subject to design coordination activityC . Only changes to business critical systemsD . Any change that the organization believes could benefitView...

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...