What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Which one of the following does service metrics measure?

Which process is responsible for low risk, frequently occurring, low-cost changes?

Which function or process would provide staff to monitor events in an operations bridge?

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Which of the following is NOT an objective of Continual Service Improvement?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Which of the following are classed as stakeholders in service management?

1. Customers
2. Users
3. Suppliers

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which process is responsible for sourcing and delivering components of requested standard services?

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

Which of the following is the best definition of service management?

Which of the following CANNOT be provided by a tool?

Which one of the following is the purpose of service level management?

Which one of the following activities does application management perform?

What is a RACI model used for?

The remediation plan should be evaluated at what point in the change lifecycle?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

What is the PRIMARY process for strategic communication with the service provider’s customers?

Which one of the following is NOT an aim of the change management process?

What are customers of IT services who work in the same organization as the service provider known as?

How many people should be accountable for a process as defined in the RACI model?

Access management is closely related to which other process?

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

Which of the following is the BEST reason for categorizing incidents?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

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 customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

Which of the following would be examined by a major problem review?

1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Which of the following are sources of best practice?

1. Academic research
2. Internal experience
3. Industry practices

Which of these should a change model include?

1. The steps that should be taken to handle the change
2. Responsibilities, who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaint’s procedures

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Where should the following information be stored?

1. The experience of staff
2. Records of user behavior
3. Supplier’s abilities and requirements
4. User skill levels

Which of the following statements about standard changes are CORRECT?

1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

With which process is problem management likely to share categorization and impact coding systems?

What guidance does ITIL give on the frequency of production of service reporting?