ITIL exam

ITIL represents best practiceA . All of the aboveB . 1 and 3 onlyC . 1 and 2 onlyD . 2 and 3 onlyView AnswerAnswer: A

Which one of the following do technology metrics measure?A . ComponentsB . ProcessesC . The end-to-end serviceD . Customer satisfactionView AnswerAnswer: A

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

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?A . DoB . PerformC . ImplementD . MeasureView AnswerAnswer: A

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 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 BEST describes service strategies value to the business?A . Allows higher volumes of successful changeB . Reduction in unplanned costs through optimized handling of service outagesC . Reduction in the duration and frequency of service outagesD . Enabling the service provider to have a clear understanding...

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

Which one of the following would NOT involve event management?A . Intrusion detectionB . Recording and monitoring environmental conditions in the data centreC . Recording service desk staff absenceD . Monitoring the status of configuration itemsView AnswerAnswer: C Explanation:http://wiki.en.it-processmaps.com/index.php/Event_Management

Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Providesthe rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD ....