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NEW QUESTION 1
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
Answer: B
NEW QUESTION 2
Which of the following do Technology metrics measure?
- A. Components
- B. Processes
- C. The end to end service
- D. Customer satisfaction
Answer: A
NEW QUESTION 3
Which one of the following is the BEST definition of the term service management?
- A. A set of specialized organizational capabilities for providing value to customers in the form of services
- B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- C. The management of functions within an organization to perform certain activities
- D. Units of organizations with roles to perform certain activities
Answer: A
NEW QUESTION 4
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
- A. Service level management
- B. Financial management
- C. Demand management
- D. Risk management
Answer: B
NEW QUESTION 5
Which statement about the emergency change advisory board (ECAB) is CORRECT?
- A. The ECAB considers every high priority request for change (RFC)
- B. Amongst the duties of the ECAB is the review of completed emergency changes
- C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
- D. The ECAB will be chaired by the IT Director
Answer: C
NEW QUESTION 6
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
Answer: B
NEW QUESTION 7
Which of the following is the BEST definition of the term service management?
- A. A set of specialized organizational capabilities for providing value to customers in the form of services
- B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- C. The management of functions within an organization to perform certain activities
- D. Units of organizations with roles to perform certain activities
Answer: A
NEW QUESTION 8
Which of the following statements MOST correctly identifies the scope of design coordination activities?
- A. Only changes that introduce new services are included
- B. All changes are mandated to be included
- C. Only changes to business critical systems are included
- D. Any changes that would benefit the organization are included
Answer: D
NEW QUESTION 9
Which of the following is an example of capabilities?
- A. Menu driven range of facilities used to access service requests
- B. Calls to the service desk to register standard changes
- C. A software update downloaded automatically to all laptops in an organization
- D. Software to allow programmers to debug code
Answer: B
Explanation:
Reference: http://www.knowledgetransfer.net/dictionary/ITIL/en/Capability.htm
NEW QUESTION 10
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Business services
- B. Component services
- C. Supporting services
- D. Customer services
Answer: C
NEW QUESTION 11
Which of the following is the CORRECT definition of a Release Unit?
- A. A measurement of cost
- B. A function described within Service Transition
- C. The team of people responsible for implementing a release
- D. The portion of a service or IT infrastructure that is normally released together
Answer: D
NEW QUESTION 12
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Change management
- B. Service catalogue management
- C. Supplier management
- D. Release and deployment management
Answer: C
NEW QUESTION 13
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- A. Availability management
- B. Capacity management
- C. Design coordination
- D. Release management
Answer: C
NEW QUESTION 14
Which of the following identifies the purpose of design coordination?
- A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
- B. Ensuring all service designs have availability designed into them
- C. Designing of all the links between every service design process and all other processes in the service lifecycle
- D. Control of all supplier relationships from design right through to the production environment
Answer: A
NEW QUESTION 15
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
Answer: D
NEW QUESTION 16
Which of the following is the BEST definition of an Incident?
- A. A warning that a threshold has been reached, something has changed, or a failure has occurred
- B. An unplanned interruption to an IT service or reduction in the quality of an IT service
- C. A change of state which has significance for the management of a Configuration Item or IT Service
- D. Loss of ability to operate to specification, or to deliver the required output
Answer: B
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