A risk is:
A. Something that won't happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
What are the publications that provide guidance specific to industry sectors and organization types known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
Identity and Rights are two major concepts involved in which one of the following processes?
A. Access Management
B. Facilities Management
C. Event Management
D. Demand Management
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
A. Service Level Management
B. IT Operations Management
C. Capacity Management
D. Incident Management
Which of the following BEST describes the goal of Access Management?
A. To provide a channel for users to request and receive standard services
B. Provides the rights for users to be able of services
C. To prevent Problems and resulting Incidents from happening
D. To detect security events and make sense of them
Which of these statements about Resources and Capabilities is CORRECT?
A. Resources are types of Service Asset and Capabilities are not
B. Resources and Capabilities are both types of Service Asset
C. Capabilities are types of Service Asset and Resources are not
D. Neither Capabilities nor Resources are types of Service Asset
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
A. Continual Service Improvement
B. Service Strategy
C. Service Design
D. Service Transition
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
Which of the following statements is INCORRECT?
The Service Owner:
A. Is responsible for the day-to-day monitoring and operation of the service they own
B. Is responsible for continual improvement and the management of change affecting the service they own
C. Is a primary stakeholder in all of the underlying IT processes which support the service they own
D. Is accountable for a specific service within an organization
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
A. The ECAB considers every high priority Request for Change
B. Amongst the duties of the ECAB is the review of completed emergency changes
C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
D. The ECAB will be chaired by the IT Director
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