Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?
A. Business relationship management
B. Service level management
C. Availability management
D. Change management
When should a known error be raised?
A. Only when the root cause is found and a workaround exists
B. As soon as it becomes useful to do so
C. Only when the error in the IT Service is found
D. As soon as the major problem procedure is executed
Where are the details of core and enhancing service provided?
A. The definitive media library.
B. The configuration management system.
C. The service portfolio.
D. The service catalogue.
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
Access management is responsible for implementing policies defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
What service could include a differentiation as an “excitement factor”?
A. A core service
B. An enabling service
C. A packaged service
D. An enhancing service
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
What BEST describes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
Why is ITIL successful?
A. It always guarantees cost savings
B. Its practices are applicable to any IT organization
C. It makes technology architecture easy to design
D. It can be fully implemented in 30 days
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A. Service transition
B. Service design
C. Service operation
D. Service configuration
