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NEW QUESTION 127
Which of the following would NOT be contained in a release policy?
- A. Entry and exit criteria of the release into testing
- B. The risk register for the release
- C. Roles and responsibilities for the release
- D. Naming and numbering conventions
Answer: B
NEW QUESTION 128
Which of the following is an enabler of best practice?
- A. Technology
- B. Standards
- C. Academic research
- D. Internal experience
Answer: A
NEW QUESTION 129
Why is it important for service providers to understand patterns of business activity (PBA)?
- A. IT service providers CANNOT schedule changes until they understand PBA
- B. PBA are based on organizational roles and responsibilities
- C. Demand for the services delivered by service providers are directly influenced by PBA
- D. Understanding PBA is the only way to enable accurate service level reporting
Answer: C
NEW QUESTION 130
Why is ITIL successful?
- A. It makes technology architecture easy to design
- B. It can be fully implemented in 30 days
- C. Its practices are applicable to any IT organisation
- D. It always guarantees cost savings
Answer: C
NEW QUESTION 131
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
- A. 3 and 4 only
- B. 2 only
- C. All of the above
- D. 2 and 4 only
Answer: D
NEW QUESTION 132
Which of the following CANNOT be provided by a tool?
- A. Wisdom
- B. Information
- C. Knowledge
- D. Data
Answer: A
NEW QUESTION 133
Which function or process would provide staff to monitor events in an operations bridge?
- A. IT operations management
- B. Technical management
- C. Request fulfilment
- D. Applications management
Answer: A
NEW QUESTION 134
With which process is problem management likely to share categorization and impact coding systems?
- A. Service asset and configuration management
- B. IT service continuity management
- C. Capacity management
- D. Incident management
Answer: D
NEW QUESTION 135
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III
- A. Business Units
- B. Service Units
- C. Service Providers
- D. Customers
Answer: C
NEW QUESTION 136
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- A. People, process, products, partners
- B. Performance, process, products, plans
- C. People, process, partners, performance
- D. People, products, plans, partners
Answer: A
NEW QUESTION 137
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive production library
- B. In the definitive software library
- C. In the definitive security library
- D. In the definitive media library
Answer: D
NEW QUESTION 138
How is a service delivered between departments of same organization classified?
- A. Mission Critical service
- B. Organizational service.
- C. External Service
- D. Internal Service
Answer: D
NEW QUESTION 139
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
- A. Service desk
- B. External
- C. Shared services unit
- D. Internal
Answer: A
NEW QUESTION 140
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. A functional escalation
- B. An incident resolution
- C. A hierarchic escalation
- D. A service level escalation
Answer: C
NEW QUESTION 141
Which is an example of improving service utility using service management automation?
- A. Reducing the time to compile service data
- B. Faster resource allocation
- C. Monitoring service availability
- D. Pre-determined routing of a service request
Answer: B
NEW QUESTION 142
Which one of the following are the two primary elements that create value for customers?
- A. Resources and capabilities
- B. Service requirements and warranty
- C. Value on investment (VOI) and return on investment (ROI)
- D. Customer and user satisfaction
Answer: A
NEW QUESTION 143
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
- A. All of the above
- B. 3 only
- C. 1 only
- D. 2 only
Answer: A
NEW QUESTION 144
Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Answer: A
NEW QUESTION 145
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- A. Demand management
- B. Service level management
- C. Request fulfilment
- D. Service portfolio management
Answer: C
NEW QUESTION 146
What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
- A. How do we keep the momentum going?
- B. What is the value on investment (VOI)?
- C. What is the return on investment (ROI)?
- D. How much did it cost?
Answer: A
NEW QUESTION 147
Availability management is directly responsible for the availability of which of the following?
- A. IT services, components and business processes
- B. IT services and components
- C. IT services and business processes
- D. Components and business processes
Answer: B
NEW QUESTION 148
Which is the BEST definition of a supplier?
- A. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
- B. It is a third party responsible for supplying goods or services that are required to deliver IT services
- C. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
- D. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
Answer: A
NEW QUESTION 149
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The process manager
- B. The process practitioner
- C. The process owner
- D. The service owner
Answer: C
NEW QUESTION 150
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