Which of the following is NOT an objective of request fulfillment?
A. To provide information to users about what services are available and how to request them B. To update the service catalogue with services that may be requested through the service desk C. To provide a channel for users to request and receive standard services D. To source and deliver the components of standard services that have been requested
Answer: B
Question: 2
Which of the following is service transition planning and support NOT responsible for?
A. Prioritizing conflicts for service transition resources B. Coordinating the efforts required to manage multiple simultaneous transitions C. Maintaining policies Elvis Andrus Youth Jersey , standards and models for service transition activities and processes D. Detailed planning of the build and test of individual changes
Answer: D
Question: 3
Which statement about the service portfolio is TRUE?
A. The service portfolio includes all services except those managed by third parties B. It is an integral part of the service catalogue C. It allows the organization unlimited resources when planning for new service deployments D. It represents all resources presently engaged or being released in various stages of the service lifecycle
Answer: D
Question: 4
Which one of the following is an objective of release and deployment management?
A. To standardize methods and procedures used for efficient and prompt handling of all changes B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS) C. To ensure that the overall business risk of change is optimized D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
Question: 5
Which one of the following is the BEST definition of reliability?
A. The availability of a service or component B. The level of risk that affects a service or process C. How long a service or configuration item (CI) can perform its function without failing D. How quickly a service or component can be restored to normal working order
Answer: C
Question: 6
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
A. Service transition planning and support B. Design coordination C. Service level management D. Change management
Answer: B
Question: 7
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
Question: 8
What are the categories of events described in the ITIL service operation book?
A. Capacity management B. Incident management C. Service level management D. Financial management
Answer: A
Question: 11
Which one of the following is the BEST description of a relationship in service asset and configuration management?
A. Describes the topography of the hardware B. Describes how the configuration items (CIs) work together to deliver the services C. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release
Answer: B
Question: 12
Which one of the following would NOT involve event management?
A. Intrusion detection B. Recording and monitoring environmental conditions in the data centre C. Recording service desk staff absence D. Monitoring the status of configuration items
Answer: C
Question: 13
Which one of the following activities would be performed by access management?
A. Providing physical security for staff at data centres and other buildings B. Managing access to computer rooms and other secure locations C. Managing access to the service desk D. Managing the rights to use a service or group of services
Answer: D
Question: 14
Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service
A. 1 and 3 only B. All of the above C. 1 and 2 only D. 2 and 3 only
Answer: B
Question: 15
Which of the following is an objective of business relationship management?
A. To identify patterns of business activity B. To ensure high levels of customer satisfaction C. To secure funding to manage the provision of services D. To ensure strategic plans for IT services exist
Answer: B
Question: 16
Which of the following identifies the purpose of service transition planning and support?
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