ITIL exam

Which one of the following is the BEST definition ofthe term service management?A . A set of specialized organizational capabilities for providing value to customers in the form of servicesB . A group of interacting, interrelated, or independent components that form a unified whole, operating together fora common purposeC ....

Which one of the following would NOT be defined as part of every process?A . RolesB . Inputs and outputsC . FunctionsD . MetricsView AnswerAnswer: C

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?A . Service design: Design the processesB . Service strategy: Develop the offeringsC . Service transition: Plan and prepare for deploymentD . Service operation: IT operations managementView AnswerAnswer: A

Which of the following is an objective of business relationship management?A . To identify patterns of business activityB . To ensure high levels of customer satisfactionC . To secure funding to manage the provision of servicesD . To ensure strategic plans for IT services existView AnswerAnswer: B

Which one of the following statements about incident reporting and logging is CORRECT?A . Incidents can only be reported by usersB . Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC . All calls to the service desk must be logged as incidentsD...

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?A . To ensure that a service can be managed and operated in accordance with constraints specified during designB . To design and develop capabilities for service managementC . To provide good-quality knowledge...

Designing availability into a proposed solutionA . None of the aboveB . Both of the aboveC . 1 onlyD . 2 onlyView AnswerAnswer: D

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