Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a release
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Which role is accountable for a specific service within an organization?
A. The Service Level Manager
B. The Business Relationship Manager
C. The Service Owner
D. The Service Continuity Manager
Which of the following activities are helped by recording relationships between Configuration Items (Cis)?
(1) Assessing the impact and cause of Incidents and Problems
(2) Assessing the impact of proposed Changes
(3) Planning and designing a Change to an existing service
(4) Planning a technology refresh or software upgrade
A. 1 and 2 only
B. All of the above
C. 1, 2 and 4 only
D. 1, 3 and 4 only
Which of the following are goals of Service Operation?
(1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
(2) The successful release of services into the live environment
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
What are the publications that provide guidance specific to industry sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
Which of the following is the BEST definition of a Risk?
A. Something that won’t happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?
A. Continual Service Improvement
B. Service Transition
C. Service Design
D. Service Operation
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
D. Service Catalogue and Service Portfolio are different names for the same thing
