Which ITIL process is used to restore normal service operation as quickly as possible?

A. Service level management
B. Incident management
C. Problem management
D. Availability management

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What BEST describes the purpose of analyzing risk?

A. To assess impact and urgency
B. To assess impact and probability
C. To review remediation planning
D. To review transition planning

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What does the term “Wisdom” represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?

A. The complete collection of all data and data repositories in the organization
B. The knowledge to manage organization processes and people
C. The complete collection of all process management structures in the organization
D. The contextual awareness to provide strong common sense judgement

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Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A. Technology, customer, user
B. Corporate, customer, service
C. Corporate, customer, technology
D. Service, user, IT

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Which is an example of an internal customer?

A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organization’s IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to a third-party supplier

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Which is the CORRECT list of metrics to support CSI activities?

A. Technology, customer and business
B. Business, service and technology
C. Customer, business and process
D. Process, technology and service

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Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation

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Which is NOT a service desk type described in the ITIL service operation guidance?

A. Local
B. Centralized
C. Outsourced
D. Virtual

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Which is an objective of the service design lifecycle stage?

A. To embed continual service improvement (CSI) in all service design activities
B. To ensure that all service design activities use the minimum amount of resources
C. To monitor service level targets as agreed in service level agreements
D. To create and maintain a portfolio of quantified services

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What are sources of best practice?

A. Customers, suppliers, advisors
B. Industry practices, academic research, training and education
C. Substitutes, regulators, customers
D. Competition, compliance, commitments

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