What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B. Event Management, Incident Management. Change Management and Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
Which of the following are benefits to the business of implementing Service Transition?
(1) Ability to adapt quickly to new requirements
(2) Reduced cost to design new services
(3) Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
(1) Allocate roles and responsibilities to work on CSI initiatives.
(2) Measure and review that the CSI plan is executed and its objectives are being achieved.
(3) Identify the scope, objectives and requirements for CSI.
(4) Decision on implementation of further enhancement.
A. 3-1-2-4
B. 3-4-2-1
C. 1-3-2-4
D. 2-3-4-1
Which of the following are objectives of Service Design?
(1) Design Services to satisfy business objectives.
(2) Identify and manage risk.
(3) Design effective and efficient processes
(4) Design a secure and resilient IT infrastructure.
A. 1 Only
B. 2 and 3 only.
C. 1, 2 and 4 only.
D. All of the above
Which of the following are included within Release and Deployment Models?
(1) Roles and responsibilities
(2) Template release and deployment
(3) Supporting systems, tools and procedures.
(4) Handover activities and responsibilities
A. 1, 2 and 3 only.
B. 2, 3 and 4 only.
C. All of the above
D. 1 and 4 only.
Which is a definition of a risk cause?
A. The impact of a risk on the stage and project tolerance
B. The source of a risk
C. The overall effect of a risk on the Business Case
D. How likely a risk is to occur in a given project situation
When is it confirmed if a project’s objectives have been achieved?
A. During the Closing a Project process
B. During the final end stage assessment
C. During the Controlling a Stage process
D. During the Managing Product Delivery process
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
A. Service Operation
B. Capacity Management
C. Service Design
D. Availability Management
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
In the phrase “People, Processes, Products and Partners”. Products refers to:
A. IT Infrastructure and Applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT Services
D. All assets belonging to the Service Provider
