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Which role is responsible for carrying out the activities of a process?
Which role is responsible for carrying out the activities of a process?A . Process ownerB . Change managerC . Service managerD . Process practitionerView AnswerAnswer: D
Service transition contains detailed descriptions of which processes?
Service transition contains detailed descriptions of which processes?A . Change management, service asset and configuration management, release and deployment managementB . Change management, capacity management event management, service request managementC . Service level management, service portfolio management, service asset and configuration managementD . Service asset and configuration management, release and...
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which one of the following is NOT part of the service design stage of the service lifecycle?A . Designing and maintaining all necessary service transition packagesB . Producing quality, secure and resilient designs for new or improved servicesC . Taking service strategies and ensuring they are reflected in the service...
Which of these statements about resources and capabilities is CORRECT?
Which of these statements about resources and capabilities is CORRECT?A . Resources are types of service asset and capabilities are notB . Resources and capabilities are both types of service assetC . Capabilities are types of service asset and resources are notD . Neither capabilities nor resources are types of...
Which of the following is NOT an objective of service transition?
Which of the following is NOT an objective of service transition?A . To ensure that a service can be operated, managed and supportedB . To provide training and certification in project managementC . To provide quality knowledge and information about services and service assetsD . To plan and manage the...
What are the categories of event described in the ITIL service operation book?
What are the categories of event described in the ITIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?A . Capacity managementB . GovernanceC . Service designD . Service level managementView AnswerAnswer: B
Which of the following is the best definition of IT service management?
Which of the following is the best definition of IT service management?A . An internal service provider that is embedded within a business unitB . A complete set of all the documentation required to deliver world class services to customersC . Technical implementation of supporting IT infrastructure componentsD . The...
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?A . RACI modelB . Incident modelC . Continual service improvement (CSI) approachD . The Deming CycleView AnswerAnswer: A
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
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
