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NEW QUESTION 98
Which processes ensure the targets in the underpinning contracts are appropriate?
- A. Service level management and availability management
- B. Supplier management and service level management
- C. Design coordination and service level management
- D. Configuration management and service portfolio management
Answer: B
NEW QUESTION 99
Which one of the following is an objective of release and deployment management?
- A. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
- B. To ensure that the overall business risk of change is optimized
- C. To standardize methods and procedures used for efficient and prompt handling of all changes
- D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
NEW QUESTION 100
Which of the following is an objective of business relationship management?
- A. To secure funding to manage the provision of services
- B. To ensure high levels of customer satisfaction
- C. To ensure strategic plans for IT services exist
- D. To identify patterns of business activity
Answer: B
NEW QUESTION 101
Which of the following BEST describes technical management?
- A. Senior managers responsible for all staff within the technical support function
- B. A function that provides hardware repair services for technology involved in the delivery of service to customers
- C. A function responsible for facilities management and building control systems
- D. A function that includes providing technical expertise and overall management of the IT infrastructure
Answer: D
NEW QUESTION 102
What is the CORRECT definition of service management?
- A. A group of events that meet the demand from customers for services that they receive
- B. A set of specialised assets for transitioning services into the live operational environment
- C. A group of people that manages services to fulfil the needs of users and customers
- D. A set of specialised organisational capabilities for delivering value to customers in the form of services
Answer: D
NEW QUESTION 103
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. Customer
- B. User
- C. Supplier
- D. Administrator
Answer: A
NEW QUESTION 104
Where would you expect incident resolution targets to be documented?
- A. The service portfolio
- B. A service description
- C. A service level agreement (SLA)
- D. A request for change (RFC)
Answer: C
NEW QUESTION 105
Which of the following are responsibilities of a Service Level Manager?
(1) Agreeing targets in Service Level Agreements
(2) Designing the service so it can meet the targets
(3) Ensuring all needed contracts and agreements are in place
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 106
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 107
Which of the following identifies the purpose of service transition planning and support?
- A. Provide overall planning for service transitions and co-ordinate the resources they require
- B. To define testing scripts to ensure service transitions are unlikely to ever fail
- C. Ensure that all service transitions are properly authorized
- D. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
Answer: A
NEW QUESTION 108
Which one of the following is NOT an objective of problem management?
- A. Minimizing the impact of incidents that cannot be prevented
- B. Eliminating recurring incidents
- C. Preventing problems and resulting incidents from happening
- D. Restoring normal service operation as quickly as possible
Answer: D
NEW QUESTION 109
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
- A. People, process, products, partners
- B. Performance, process, products, problems
- C. People, process, partners, performance
- D. People, products, perspective, partners
Answer: A
NEW QUESTION 110
Which statement should NOT be part of the value proposition for Service Design?
- A. Improved Service alignment with business goals
- B. Reduced total cost of ownership
- C. Better balance of technical skills to support live services
- D. Improved quality of service
Answer: C
NEW QUESTION 111
Which statement about change management is CORRECT?
- A. It ensures that all changes are authorized by the change advisory board (CAB)
- B. It optimizes financial exposure
- C. It optimizes overall business risk
- D. It ensures that servicerequests follow the normal change management process
Answer: A
NEW QUESTION 112
What do major incidents require?
- A. Separate procedures.
- B. Less documentation
- C. Less urgency
- D. Longer timescales
Answer: A
NEW QUESTION 113
Where should incident resolution targets to be documented?
- A. The service portfolio
- B. A service level agreement (SLA.
- C. A request for change (RFC.
- D. A service description
Answer: B
NEW QUESTION 114
Which is the BEST definition of a service?
- A. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
- B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
- C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
- D. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
Answer: B
NEW QUESTION 115
Which statement about service review meetings is FALSE?
- A. Actions from service review meetings should only be assigned to the service provider
- B. Issues for the upcoming period should be discussed at the meetings
- C. Progress and success of the service improvement programme (SIP) should be reviewed
- D. Meetings should be held on a regular basis to review service achievement
Answer: A
NEW QUESTION 116
What is the act of transforming resources and capabilities into valuable service better known as?
- A. Service support
- B. Service management
- C. Incident management
- D. Resource management
Answer: B
NEW QUESTION 117
Which three types of metric support Continual Service Improvement (CSI) activities?
- A. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
- B. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
- C. Technology metrics, process metrics and service metrics
- D. Process metrics, software metrics and financial metrics
Answer: C
NEW QUESTION 118
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
- A. 2 and 3 only
- B. None of the above
- C. 1 and 2 only
- D. 1 and 3 only
Answer: D
NEW QUESTION 119
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Incident
- B. Outcome
- C. Problem
- D. Change
Answer: B
NEW QUESTION 120
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