Which statement is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system.
C. The configuration management system is part of the service knowledge management system.
D. The configuration management system is part of the configuration management database.
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 organisation
C. It makes technology architecture easy to design
D. It can be fully implemented in 30 days
What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measureable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
Which is the BEST definition of a supplier?
A. It is a third party responsible for supplying goods or services that are required to deliver IT services
B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation
What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
A. Centralized Service desk
B. Virtual Service desk
C. Local service desk
D. Specialized service desk
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
Which is a reason why incident management interfaces with service level management?
A. To ensure that problem records are circulated to all customers
B. To ensure that the status of faulty configuration items (CI) is recorded
C. To ensure that incident resolution times are aligned with business needs
D. To ensure that incident workarounds are acceptable to the customers
Remediation planning is a key part of which process?
A. Capacity management
B. Change management
C. Financial management for IT services
D. Availability management
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