NEW QUESTION 1
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

• A. Service Transition
• B. Service Design
• C. Service Strategy
• D. Service Operation

Answer: B

NEW QUESTION 2
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

• A. Business services
• B. Component services
• C. Supporting services
• D. Customer services

Answer: C

NEW QUESTION 3
"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

• A. Functions and Processes
• B. Markets and Customers
• C. Applications and Infrastructure
• D. People, products and technology

Answer: A

NEW QUESTION 4
Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

• A. Change management
• B. IT service continuity management
• C. Financial management for IT services
• D. Service catalog management

Answer: B

Explanation:
Reference: http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design (See IT service continuity management)

NEW QUESTION 5
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

NEW QUESTION 6
Which of the following is an objective of service transition?

• A. To negotiate service levels for new services
• B. To plan and manage the resource requirements for releases
• C. To provide quality knowledge of incident and problem management
• D. To plan and manage entries in the service catalogu

Answer: B

NEW QUESTION 7
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

• A. Only manage Incidents effectively through 1st and 2nd line
• B. Only manage Incidents effectively through the 1st line
• C. Only manage Incidents effectively at the 3rd line
• D. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

NEW QUESTION 8
Which of the following would be most useful in helping to implement a workaround as quickly as possible?

• A. A capacity database
• B. A definitive media library
• C. A request for change
• D. A known error database

Answer: D

NEW QUESTION 9
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

• A. A service option
• B. A service transition package (STP)
• C. A service design package (SDP)
• D. A service charter

Answer: C

NEW QUESTION 10
Effective Service Transition can significantly improve a service provider's ability to handle
high volumes of what?

• A. Service level requests
• B. Changes and Releases
• C. Password resets
• D. Incidents and Problems

Answer: B

NEW QUESTION 11
Which of the following should IT service continuity strategy be based on?
1: Design of the service metrics
2: Business continuity strategy
3: Business impact analysis (BIA)
4: Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 12
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

• A. Data
• B. Information
• C. Knowledge
• D. Governance

Answer: C

NEW QUESTION 13
Which of the following statements is CORRECT?
1: The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2: All of the phases of the lifecycle are concerned with the value of IT services

• A. Both of the above
• B. Neither of the above
• C. 2 only
• D. 1 only

Answer: C

NEW QUESTION 14
Which of the following questions does Service Strategy help answer with its guidance?
1: How do we prioritize investments across a portfolio?
2: What services to offer and to whom?
3: What are the Patterns of Business Activity (PBA)?

• A. 3 only
• B. 1 only
• C. 2 only
• D. All of the above

Answer: D

NEW QUESTION 15
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

• A. Service Strategy
• B. Service Design
• C. Service Operation
• D. Service Transition

Answer: C

NEW QUESTION 16
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

• A. The Request Fulfillment Process Manager
• B. The Request Fulfillment Process Owner
• C. The Service Manager
• D. The Service Desk Manager

Answer: B

NEW QUESTION 17
Which of the following areas would not be supported by a Service Design tool?

• A. Software design
• B. Process design
• C. Environment design
• D. Strategy design

Answer: B

NEW QUESTION 18
Which of the following is concerned with fairness and transparency?

• A. Capacity management
• B. Governance
• C. Service design
• D. Service level management

Answer: B

NEW QUESTION 19
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