Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service improvement approach?
A. Service and process improvement
B. Baseline assessments
C. Policy and governance review
D. Measurable targets
An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?
A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
A. The process practitioner
B. The process owner
C. The service owner
D. The process manager
What are the two MAJOR activities in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
What BEST defines IT service management?
A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services
Which is an objective of the design coordination process?
A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process
What is the BEST definition of a definitive media library?
A. It is a secure library in which the latest versions of authorized software items are stored and protected.
B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.
C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
Which of the following are CORRECT Service Design Aspects?
1.
Service Solutions for new or changed services
2.
Management policies and guidelines
3.
Business requirements technology and management architectures
4.
Process requirements technology and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Which three types of metric support Continual Service Improvement (CSI) activities?
A. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B. Process metrics, software metrics and financial metrics
C. Technology metrics, process metrics and service metrics
D. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only ISEB exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your ITILF exam preparations and ISEB certification application, do not hesitate to visit our Vcedump.com to find your solutions here.