Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?
A. Service Design
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
Effective Service Transition can significantly improve a service provider’s ability to handle high volumes of what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
A. Categorization
B. Logging
C. Prioritization
D. Closure
The Supplier Management process includes:
(1) Service Design activities, to ensure that contracts will be able to support the service requirements
(2) Service Operation activities, to monitor and report supplier achievements
(3) Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
A. 1 and 2 only
B. 1 only
C. All of the above
D. 1 and 3 only
Which of the following would be defined as part of every process?
(1) Roles
(2) Activities
(3) Functions
(4) Responsibilities
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work
B. We must be able to measure them in a relevant manner
C. They deliver specific results
D. They respond to specific events
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
(1) Risk assessment
(2) Testing of resilience mechanisms
(3) Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
The BEST processes to automate are those that are:
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Which model delivers a view of the services, assets and infrastructure?
A. Incident Model
B. Problem Model
C. Configuration Model
D. Change Model
