B) They create value for stakeholders

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1. The ITIL V3 core is best described as?

C) A Service Lifecycle

2. Which aspect of Service Design is missing from the list below?

1. The design of services

2. The design of Service Management systems and tools

3. The design of technology architecture and management systems

4. The design of the processes required

5. ?

D) The design of measurement systems, methods and metrics

3. Which of the following Roles is responsible for identifying opportunities for improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

C) All of the above

4. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

D) Continual Service Improvement

5. Which of the following is the most appropriate approach to carrying out Service Operations?

B) Service Operations should maintain a balance between an internal IT view and an external business view

6. Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues

2. The Service Desk is always the owner of the Incident Management process

B) 1 only

7. How does an organization use Resources and Capabilities in creating value?

B) They are used to create value in the form of goods and services

8. In which core publication can you find detailed descriptions of the following?

1. Service Portfolio Management

2. Demand Management

3. Financial Management

B) Service Strategy

9. Which of the following statements BEST describes the role of Communication during Service Operation?

C) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

10. A Process owner is responsible for which of the following?

D) Monitoring and improving the Process

11. Demand Management is primarily used to?

B) Eliminate excess capacity needs

12. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

D) Provides a clear focus for matching the CSI processes to financial planning

13. Which of the following are objectives of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans

2. To ensure that skills and knowledge are transferred to operations and support staff

3. To ensure there is minimal unpredicted impact on production services

4. To provide cost justifiable IT capacity that is matched to the needs of the business

A) 1, 2 and 3 only

14. Which of the following questions is NOT answered by Service Portfolio Management?

b) What opportunities are there in the market?

15. Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services

2. Setting the rights or privileges of systems to allow access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

A) 3 and 4 only

16. Application Management is NOT responsible for?

Date: 2015-12-11; view: 814