ITIL

Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?A . Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB . Where do we want to be?; How do we get there?; How do we check we arrived?; How...

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 customers of IT services who work in the same organization as the service providerknown as?A . Strategic customersB . External customersC . Valued customersD . Internal customersView AnswerAnswer: D

What is the result of carrying out an activity, following a process or delivering an IT service known as?A . OutcomeB . IncidentC . ChangeD . ProblemView AnswerAnswer: A

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 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 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

How many people should be accountable for aprocess as defined in the RACI model?A . As many as necessary to complete the activityB . Only one - the process ownerC . Two - the process owner and the process enactorD . Only one - the process architectView AnswerAnswer: B

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?A . A changeB . A change modelC . A change requestD . A change advisory boardView AnswerAnswer: A

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...