ITIL

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...

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

Which one of the following includes four stages called Plan, Do, Check and Act?A . The Deming CycleB . The continual service improvement approachC . The seven-step improvement processD . The service lifecycleView AnswerAnswer: A

Which statement should NOT be part of the value proposition for Service Design?A . Reduced total cost of ownershipB . Improved quality of serviceC . Improved Service alignment with business goalsD . Better balance of technical skills to support live servicesView AnswerAnswer: D

Which of the following is NOT a valid objective of problemmanagement?A . To prevent problems and their resultant IncidentsB . To manage problems throughout their lifecycleC . To restore service to a userD . To eliminate recurring incidentsView AnswerAnswer: C

Which two processes will contribute MOST to enabling effective problem detection?A . Incident and financial managementB . Change and release and deployment managementC . Incident and event managementD . Knowledge and service level managementView AnswerAnswer: C

Which of the following is the best definition of ITservice management?A . An internal service provider that is embedded within a business unitB . A complete set of all the documentation required to deliver world class services to customersC . Technical implementation of supporting IT infrastructure componentsD . The implementation...

What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C

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

Responsibilities and dependencies for both partiesA . 1 and 2 onlyB . 1 and 3 onlyC . 2 and 3 onlyD . All of the aboveView AnswerAnswer: D