Topic 2: Volume B
What guidance does ITIL give on the frequency of production of service reporting?
A.
Service reporting intervals must be defined and agreed with the customers
B.
Reporting intervals should be set by the service provider
C.
Reports should be produced weekly
D.
Service reporting intervals must be the same for all services
Service reporting intervals must be defined and agreed with the customers
Which one of the following is concerned with policy and direction?
A.
Capacity management
B.
Governance
C.
Service design
D.
Service level management
Governance
Which of the following BEST describes a problem?
A.
An issue reported by a user
B.
The cause of two or more incidents
C.
A serious incident which has a critical impact to the business
D.
The cause of one or more incidents
The cause of one or more incidents
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"?
A.
Profit
B.
Preparation
C.
Products
D.
Potential
Products
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?
A.
Implementing service and process improvements
B.
Reviewing measurements and metrics
C.
Creating a baseline
D.
Defining measurable targets
Defining measurable targets
Which of the following statements MOST correctly identifies the scope of design
coordination activities?
A.
Only changes that introduce new services
B.
It is mandatory that all changes are subject to design coordination activity
C.
Only changes to business critical systems
D.
Any change that the organization believes could benefit
Any change that the organization believes could benefit
Which one of the following statements about incident reporting and logging is CORRECT?
A.
Incidents can only be reported by users
B.
Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service
C.
All calls to the service desk must be logged as incidents
D.
Incidents reported by technical staff must also be logged as problems
Incidents can be reported by anyone who detects a disruption or potential disruption to
normal service
Which process is responsible for ensuring that appropriate testing takes place?
A.
Knowledge management
B.
Release and deployment management
C.
Service asset and configuration management
D.
Service level management
Release and deployment management
The addition, modification or removal of an authorized, planned or supported service or
service component and its associated documentation is a definition of what?
A.
A change
B.
A change model
C.
A change request
D.
A change advisory board
A change
Which of the following is NOT an objective of Continual Service Improvement?
A.
Review and analyze Service Level Achievement results
B.
Identify activities to improve the efficiency of service management processes
C.
Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D.
Conduct activities to deliver and manage services at agreed levels to business users
Conduct activities to deliver and manage services at agreed levels to business users
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