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What type of services are NOT directly used by the business but are required by the service provider todeliver customer facing services?
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)?
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?
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?
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?
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?
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?
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...
Which of the following BEST describes a problem?
Which of the following BEST describes a problem?A . An issue reported by a userB . The cause of two or more incidentsC . A serious incident whichhas a critical impact to the businessD . The cause of one or more incidentsView AnswerAnswer: D
Choosing which CIs to record will depend on the level of control an organization wishes to exert.
Choosing which CIs to record will depend on the level of control an organization wishes to exert.A . 1 onlyB . 2 onlyC . Both of the aboveD . Neither of the aboveView AnswerAnswer: C
What is the name of the group that should review changes that must be implemented faster than the normal change process?
What is the name of the group that should review changes that must be implemented faster than the normal change process?A . Technical managementB . Emergencychange advisory boardC . Urgent change boardD . Urgent change authorityView AnswerAnswer: B
