When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Which process would be used to compare the value that newer services have offered over those they have replaced?
Which of the following is the BEST description of a service-based service level agreement (SLA)?
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
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. ?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What is the act of transforming resources and capabilities into valuable service better known as?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
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TESTED 29 Apr 2024
