Access management is responsible for implementing policies defined in which process?
A. Service portfolio management
B. Information security management
C. Change management
D. Problem management
Which document shows a detailed analysis of business impact and benefits?
A. A return on investment
B. Service level requirements
C. A business case
D. A service level agreement
What service could include a differentiation as an "excitement factor"?
A. A core service
B. An enabling service
C. A packaged service
D. An enhancing service
What BEST describes the value of continual service improvement to the business?
A. It supports the creation of a portfolio of quantified services
B. It results in gradual improvement in cost effectiveness
C. It improves governance by building controls into service designs
D. It provides quick and effective access to standard services
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
A. Service transition
B. Service design
C. Service operation
D. Service configuration
Why is ITIL successful?
A. It always guarantees cost savings
B. Its practices are applicable to any IT organization
C. It makes technology architecture easy to design
D. It can be fully implemented in 30 days
What BEST describes the value of service design to the business?
A. It supports the creation of a portfolio of quantified services
B. It reduces total cost of ownership (TCO) of services
C. It improves the control of service assets and configurations
D. It provides quick and effective access to standard services
The configuration management system is part of which system?
A. The availability management information system
B. The capacity management information system
C. The information security management system
D. The service knowledge management system
Which is an outcome of service design?
A. User training and awareness for the service is maximized
B. Services and operational quality are enhanced
C. Standard Services are provided quickly and efficiently across the business
D. Expectations setting of all stakeholders for the services improved
What is used to control a process?
A. Inputs
B. Functions
C. Objectives
D. Stakeholders
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