What areunderpinning contracts used to document?
A.
The provision of IT services or business services by a service provider
B.
The provision of goods and services by third party suppliers
C.
Service levels that have been agreed between the internal service provider and their customer
D.
Metrics and critical success factors (CSFs) for internal support teams
The provision of goods and services by third party suppliers
Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?
A.
A service option
B.
A service transition package (STP)
C.
A service design package (SDP)
D.
A service charter
A service design package (SDP)
Which one of the following is concerned with policy and direction?
A.
Capacity management
B.
Governance
C.
Service design
D.
Service levelmanagement
Governance
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3.Service catalogue
A.
1 and 2 only
B.
3 only
C.
1 and 3 only
D.
All of the above
1 and 3 only
What is the BEST description of an operationallevel agreement (OLA)?
A.
An agreement between the service provider and another part of the same organization
B.
An agreement between the service provider and an external organization
C.
A document that describes to a customer how services will be operated on a day-to-day basis
D.
A document that describes business services to operational staff
An agreement between the service provider and another part of the same organization
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A.
A change
B.
A change model
C.
A change request
D.
A change advisory board
A change
The consideration ofvalue creation is a principle of which stage of the service lifecycle?
A.
Continual service improvement
B.
Service strategy
C.
Service design
D.
Service transition
Service strategy
Which one of the following does service metrics measure?
A.
Functions
B.
Maturity and cost
C.
The end-to-end service
D.
Infrastructure availability
The end-to-end service
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
A.
Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve
B.
Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the
momentum going?
C.
Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check
the plan has been properly implemented; Improve the solution
D.
What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?
What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are thesefour Ps?
A.
People, process, partners, performance
B.
Performance, process, products, problems
C.
People, process, products, partners
D.
People, products, perspective, partners
People, process, products, partners
The design of IT services requiresthe effective and efficient use of “the four Ps”. What are these four Ps?
A.
People, process, partners, performanc
B.
Performance, process, products, plans
C.
People, process, products, partners
D.
People, products, plans, partners
People, process, products, partners
What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?
A.
Return on investment (ROI), value on investment (VOI), quality
B.
Strategic, tactical and operational
C.
Critical success factors (CSFs), key performance indicators (KPIs), activities
D.
Technology, process and service
Technology, process and service
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