Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which of the following is NOT a valid objective of problem management?
Which statement BEST represents the guidance on incident logging?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Hierarchic escalation is BEST described as?
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
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which of the following is an objective/are objectives of the service strategy stage of the 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
Which of the following is NOT an objective of service transition?
Which of the following BEST describes technical management?
Which one of the following activities does application management perform?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
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
Which of the following options is a hierarchy that is used in knowledge management?
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 CANNOT be provided by a tool?
Which one of the following does service metrics measure?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which is the correct definition of a customer facing service?
Which of the following is NOT a source of best practice?
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which one of the following is NOT an objective of problem management?
Which one of the following is the BEST definition of reliability?
Which two elements of financial management for IT services are mandatory?
Which one of the following would NOT involve event management?
Which role is accountable for the operational management of a process?
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
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 one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
In which of the following should details of a workaround be documented?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which one of the following are the two primary elements that create value for customers?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
Which statement about Business Cases is TRUE?
Which statement is CORRECT?
Where should all master copies of controlled software and documentation be stored?
Which process analyses services that are no longer viable and when they should be retired?
Which tool helps with defining accountability and responsibility within processes?