Which of the following are sources of best practice?
1. Academic research
2.Internal experience
3. Industry practices
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which of the following is NOT an objective of service transition?
A.
To ensure that a service can be managed, operated and supported
B.
To provide training and certification in project management
C.
To provide quality knowledge and information about services and service assets
D.
To plan and manage the capacity and resource requirements to manage a release
To provide training and certification in project management
In which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?
A.
Service strategy
B.
Service design
C.
Service transition
D.
Service operation
Service design
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A.
Service design
B.
Service transition
C.
Continual service improvement
D.
Service operation
Service design
Which statement should NOT be part of the value proposition for Service Design?
A.
Reduced total cost of ownership
B.
Improved quality of service
C.
Improved Service alignment with business goals
D.
Better balance of technical skills to support live services
Better balance of technical skills to support live services
Service transition contains detailed descriptions of which processes?
A.
Change management, service asset and configuration management, release and deployment management
B.
Change management, capacity management event management, service request management
C.
Service level management, service portfoliomanagement, service asset and configuration management
D.
Service asset and configuration management, release and deployment management, request fulfilment
Change management, service asset and configuration management, release and deployment management
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A.
Event management, incident management, problem management, request fulfilment, and access
management
B.
Event management, incident management, change management, and access management
C.
Incident management, problem management, servicedesk, request fulfilment, and event management
D.
Incident management, service desk, request fulfilment, access management, and event management
Event management, incident management, problem management, request fulfilment, and access
management
Which of the following is an objective/are objectives of the service strategy stage ofthe 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.
1 only
B.
2 only
C.
3 only
D.
All of the above
All of the above
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 newservices
3. Result in higher volume of successful changes
A.
1 and 2 only
B.
2 and 3 only
C.
1 and 3 only
D.
None of the above
1 and 3 only
Whichof the following is NOT an objective of Continual Service Improvement?
A.
Review and analyze Service Level Achievement results
B.
Identify activities to improve the efficiency of service management processes
C.
Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D.
Conduct activities to deliver and manage services at agreed levels to business users
Conduct activities to deliver and manage services at agreed levels to business users
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A.
To ensure that a service can be managed and operated in accordance with constraints specified during
design
B.
To design and develop capabilities for service management
C.
To provide good-quality knowledge and information about services
D.
To plan the resources required to manage a release
To design and develop capabilities for service management
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
A.
Both of the above
B.
Neither of the above
C.
Option 1 only
D.
Option 2 only
Both of the above
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