Which types of communication would the functions within service operation use? 1. Communication between data centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication A. 1 only B. 2 and 3 only C. 1, 2…
Which of the following can include steps that will help to resolve an incident? 1. Incident model 2. Known error record A. 1 only B. 2only C. Both of the above D. Neither of the above
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required? A. Serviceability B. Availability C. Capacity D. Continuity
Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special A. 1 and 3only B. All of the above C. 1 and 2 only D. 2 and 3 only
Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2. Updates to the change schedule 3. Reviews of completed changes A. All of the above B. 1…
Which of the following statements MOST correctly identifies the scope of design coordination activities? A. Only changes that introduce new services are included B. All changes are mandated to be included C. Only changes to business critical systems are included…
What are the three service provider business models? A. Internal service provider, outsourced 3rd party and off-shore party B. Internal service operations provider, external service operations provider, shared service unit C. Internal service provider, external service provider, outsourced 3rd party…
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction? A. Availability management B. Capacity management C. Business relationship management D. Service catalogue management
The definitive media library is the responsibility of: A. Facilities management B. Access management C. Request fulfillment D. Service asset and configuration management
Which of the following is MOST concerned with the design of new or changed services? A. Change management B. Service transition C. Service strategy D. Service design