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Which process will regularly anal0yse incident data to identify discernibletrends?
Which process will regularly anal0yse incident data to identify discernibletrends?A . Service level managementB . Problem managementC . C0hange managementD . Event managementView AnswerAnswer: B
Please Answer Questions Follow The Prompts Below
?A . What is the return on investment (ROI)?B . How much did it cost?C . How do we keep the momentum going?D . What is the value on investment (VOI)?View AnswerAnswer: C
What are underpinning contracts used to document?
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...
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?A . EmployersB . StakeholdersC . RegulatorsD . AccreditorsView AnswerAnswer: B
Which is the correct definition of a customer facing service?
Which is the correct definition of a customer facing service?A . One which directly supports the business processes of customersB . A service that cannot be allowed to failC . One which is not covered by a service level agreementD . A service not directly used by the businessView AnswerAnswer:...
What are the categories of event described in the ITIL service operationbook?
What are the categories of event described in the ITIL service operationbook?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C
Which of the following are basic concepts used in access management?
Which of the following are basic concepts used in access management?A . Personnel, electronic, network, emergency, identityB . Rights, access, identity, directory services, service/service componentsC . Physical, personnel, network, emergency, serviceD . Normal, temporary, emergency, personal, groupView AnswerAnswer: B
Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?
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...
Which of the following is the best definition of service management?
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...
ITIL represents best practice
ITIL represents best practiceA . All of the aboveB . 1 and 3 onlyC . 1 and 2 onlyD . 2 and 3 onlyView AnswerAnswer: A
