Which one of the following is the BEST definition of an event? A. Any change of state that has significance for the management of a configuration item (CI) or IT service B. An unplanned interruption to an IT service or…
Which of the following are types of service defined in ITIL? 1. Enabling 2. Core 3. Enhancing 4. Computer A. 1, 3 and 4 only B. 2, 3 and 4 only C. 1, 2 and 4 only D. 1, 2…
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? A. Change proposal B. Change policy C. Service request D. Risk register
Which of the following statements about service asset and configuration management is/are CORRECT? 1. A configuration item (CI) can exist as part of any number of other CIs at the same time 2. Choosing which CIs to record will depend…
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2. Ensuring a working relationship between the customer and service provider 3. Defining how value…
Why is it important for service providers to understand patterns of business activity (PBA)? A. PBA are based on organizational roles and responsibilities B. IT service providers CANNOT schedule changes until they understand PBA C. Demand for the services delivered…
The BEST description of an incident is: A. An unplanned disruption of service unless there is a backup to that service B. An unplanned interruption to service or a reduction in the quality of service C. Any disruption to service…
Within service design, what is the key output handed over to service transition? A. Measurement, methods and metrics B. Service design package C. Service portfolio design D. Process definitions
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle? A. To ensure that a service can be managed and operated in accordance with constraints specified during design B. To design and…
Which one of the following is NOT part of the service design stage of the service lifecycle? A. Designing and maintaining all necessary service transition packages B. Producing quality, secure and resilient designs for new or improved services C. Taking…