ITIL

Which of the following is an enabler of best practice?A . StandardsB . TechnologyC . Academic researchD . Internal experienceView AnswerAnswer: B

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?A . Service StrategyB . Continual Service ImprovementC . Service OperationD . Service DesignView AnswerAnswer: B

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?A . People, process, partners, performanceB . Performance, process, products, plansC . People, process, products, partnersD . People, products, plans, partnersView AnswerAnswer: C

What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?A . Business servicesB . Component servicesC . Supporting servicesD . Customer servicesView AnswerAnswer: C

What are the three types of metrics that an organization shouldcollect to support continual service improvement (CSI)?A . Return on investment (ROI), value on investment (VOI), qualityB . Strategic, tactical and operationalC . Critical success factors (CSFs), key performance indicators (KPIs), activitiesD . Technology, process and serviceView AnswerAnswer: D

Which process is responsible for discussing reports with customers showing whether services have met their targets?A . Continual service improvementB . Change managementC . Service level managementD . Availability managementView AnswerAnswer: C

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?A . InternalB . ExternalC . Service deskD . Shared services unitView AnswerAnswer: C

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 one of the following is it the responsibility of supplier management to negotiate and agree?A . Service level agreements (SLAs)B . Third-party contractsC . The service portfolioD . Operational level agreements (OLAs)View AnswerAnswer: B

Which one of the following is the BEST description of a major incident?A . An incident which is so complex that it requires root cause analysis before a workaround can be foundB . An incident which requires a large number of people to resolveC . An incident logged by a...