Which of the following is the best definition of service management? 

A.

The ability to keep services highly available to meet the business needs

B.

A set of specialized organizational capabilities for providing value to customers in the
form of services

C.

A complete set of all the documentation required to deliver world class services to
customers

D.

An internationally recognized methodology to provide valuable services to customers

Which problem management activity ensures that a problem can be easily tracked and
management information can be obtained?

A.

Categorization

B.

Detection

C.

Prioritization

D.

Escalation

Who is responsible for ensuring that the request fulfillment process is being performed
according to the agreed and documented standard?

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

Which of the following is an enabler of best practice?

A.

Standards

B.

Technology

C.

Academic research

D.

Internal experience

Access management is closely related to which other process?

A.

Capacity management only

B.

3rd line support

C.

Information security management

D.

Change management

What are the categories of event described in the ITIL service operation book?

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which one of the following do technology metrics measure?

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

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

Which one of the following would NOT be defined as part of every process?

A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

Which of the following is not a service desk type recognized in the service operation
volume of ITIL?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which one of the following includes four stages called Plan, Do, Check and Act?

A.

The Deming Cycle

B.

The continual service improvement approach

C.

The seven-step improvement process

D.

The service lifecycle

Which one of the following is the BEST definition of reliability?

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

How quickly a service or component can be restored to normal working order