Which statement about Service Level Agreements (SLAs) is CORRECT?
A. They must contain legal wording because of their importance
B. There should always be a separate SLA for each specific customer
C. The wording must be clear and concise to allow no room for ambiguity
D. Changes to the SLA can only be requested by the customer
What is IT Governance concerned with?
A. Measuring and improving the efficiency and effectiveness of IT processes
B. Ensuring that IT processes support the organization’s strategies and objectives
C. Reducing the total cost of providing services to the business
D. Ensuring that targets documented in Service Level Agreements (SLAs) are met
Which of the following statements about communication within Service Operation are CORRECT?
1. All communication must have an intended purpose or resultant action
2. Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
A. 1 Plan, 2 Do, 3 Check, 4 Act
B. 3 Plan, 2 Do, 4 Check, 1 Act
C. 4 Plan, 3 Do, 1 Check, 2 Act
D. 2 Plan, 3 Do, 4 Check, 1 Act
Which Service Design process makes the most use of data supplied by Demand Management?
A. Service Catalogue Management
B. Service Level Management
C. IT Service Continuity Management
D. Capacity Management
What term describes actions taken to recover after a failed change or release?
A. Remediation
B. Restoration
C. Reactivation
D. Reassurance
What is the ITIL guidance relating to the closure of resolved incidents?
A. Anyone can close an incident once it has been resolved
B. Only the technician that resolved the incident should close the incident
C. Only the service desk should close resolved incidents
D. Only the person who raised the incident should close it once it is resolved
Which CSI step would defining metrics be appropriate for?
A. Where do we want to be?
B. Did we get there?
C. How do we keep the momentum going?
D. Where are we now?
A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk.
What should the service desk open?
A. A problem record
B. A service request
C. An incident record
D. An emergency request
Which stage of the service lifecycle includes catalogue management, information security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
