Which process will regularly analyze incident data to identify discernable trends?
A. Service Level Management
B. Problem Management
C. Change Management
D. Event Management
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
A. Technology, Customer, User
B. Corporate, Customer, Service
C. Corporate, Customer, Technology
D. Service, User, IT
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Which of the following statements about communication within Service Operation are CORRECT?
1.
All communication must have an intended purpose or resultant action
2.
Communication should not take place without a clear audience
A. 1 only
B. 2 only
C. Both of the above
D. None of the above
Which of the following is NOT an objective of Continual Service Improvement?
A. Review and analyze Service Level Achievement results
B. Identify activities to improve the efficiency of service management processes
C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D. Conduct activities to deliver and manage services at agreed levels to business users
Within Service Design, what is the key output handed over to Service Transition?
A. Measurement, methods and metrics
B. Service Design Package
C. Service Portfolio Design
D. Process definitions
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand Management
B. Incident Management
C. Release and Deployment Management
D. Request Fulfillment
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A. Service Strategy
B. Continual Service Improvement
C. Service Operation
D. Service Design
Which process is responsible for managing relationships with vendors?
A. Change Management
B. Service Portfolio Management
C. Supplier Management
D. Continual Service Improvement
What are the categories of event described in the ITIL Service Operation book?
A. Informational, Scheduled, Normal
B. Scheduled, Unscheduled, Emergency
C. Informational, Warning, Exception
D. Warning, Reactive, Proactive
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