ITILFNDPreview

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

Which of the following service desk organizational structures are described in service operation?

1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Availability management is directly responsible for the availability of which of the following?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

Why is it important for service providers to understand patterns of business activity (PBA)?

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A process owner has been identified with an I in a RACI matrix. Which one of the following would be expected of them?

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

Which one of the following do technology metrics measure?

Which process includes business, service and component sub-processes?

Which one of the following is NOT part of the service design stage of the service lifecycle?

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which of the following is NOT an objective of service transition?

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

The BEST description of an incident is:

When can a known error record be raised?

1. At any time it would be useful to do so
2. After a workaround has been found

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

Which process is responsible for discussing reports with customers showing whether services have met their targets?