Spring Sale Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: pass65
marks4sure logo
Which is a responsibility of a customer within the service level management process?
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Which of the following options is a hierarchy that is used in knowledge management?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Which one of the following is the BEST definition of the term ‘service management’?
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
Which processes are responsible for the regular review of underpinning contracts?
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
Which one of the following is the BEST definition of the term ' service management ' ?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
What is a service delivered between two business units in the same organization known as?
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
How many people should be accountable for a process as defined in the RACI model
A process owner has been identified with an " I " in a RACI matrix.
Which one of the following would be expected of them?
How many people should be accountable for a process as defined in the RACI model?
A process owner has been identified with an " I " in a RACI matrix. Which one of the following would be expected of them?
What guidance does ITIL give on the frequency of production of service reporting?
The ' multi-level SLA ' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which of the following BEST describes service strategies ' value to the business?
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which one of the following is the BEST description of a service level agreement (SLA)?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
With which process is problem management likely to share categorization and impact coding systems?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Which process would you MOST expect to be involved in the management of underpinning contracts?
What BEST defines roles and responsibilities in relation to process and activities?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase ' Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision ' ?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of " the four Ps " .
What are these four Ps?
Which of the following BEST describes ' partners ' in the phrase " people, processes, products and partners " ?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which of the following is NOT one of the five individual aspects of service design?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which function or process would provide staff to monitor events in an operations bridge?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which one of the following functions would be responsible for the management of a data centre?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
TESTED 02 May 2026