Which one of the following is the BEST definition of the term service management?
Answer : A
Explanation:
Which of the following is NOT a valid objective of problem management?
Answer : C
Explanation:
Which one of the following is an objective of service catalogue management?
Answer : C
Explanation:
Which of the following statements BEST describes the aims of release and deployment management?
Answer : A
Explanation:
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
Answer : D
Explanation:
Which one of the following can help determine the level of impact of a problem?
Answer : B
Explanation:
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Answer : B
Explanation:
Which of the following is an enabler of best practice?
Answer : B
Explanation:
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Answer : C
Explanation:
Which of the following is NOT one of the five individual aspects of service design?
Answer : C
Explanation:
Where would you expect incident resolution targets to be documented?
Answer : A
Explanation:
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages
Answer : C
Explanation:
What are the categories of event described in the ITIL service operation book?
Answer : C
Explanation:
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Answer : C
Explanation: