my ITIL
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
A. Testing the tool and training process managers on using the process D. Development or purchase of tools and deployment of the process
Which statement about service review meetings is FALSE?
Actions from service review meetings should only be assigned to the service provider
What BEST describes an important principle of communication in service operation?
It has an intended purpose or a resultant action
What is the best definition of a definitive media library?
It is a secure library in which the latest versions of authorized software items are stored and protected.
What BEST describes the value of service operation to the business?
It reduces the duration and frequency of service outages
Which is used to assess business demand for services?
Patterns of business activity
What are the two major activities in problem management?
Proactive and reactive
Which role is responsible for carrying out the activities of a process?
Process practitioner
In service design, which term describes services,technologies and tools?
Products
What BEST defines roles and responsibilities in relation to process and activities?
RACI matrix
Which process analyses services that are no longer viable and when they should be retired?
Service Portfolio Management
What is the correct activity to carry out the "how do we get there" phase of the Continual Service Improvement approach?
Service and Process Improvement
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
Service catalogue management
Which of the following are correct service design aspects?
Service solutions for new or changed services Process requirements technology and management architectures
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
Service transition
Which three types of metrics support Continual Service Improvement (CSI) activities?
Technology metrics, process metrics and service metrics
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
The Process Owner
What BEST defines serviceability?
The ability of a third-party supplier to meet the terms of its contract
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?
hierarchic escalation
What should a release policy include?
Criteria and authorization to exit early life support and handover to the service operation function
What is an objective of event management?
To detect changes of state that have significance for management of an IT service
Which is an objective of the design coordination process?
To document the initial structure and relationship between services and customers.
What Best define IT Service management?
The implementation and management of quality IT services that meet business needs.
What should be documented as part of every process?
The process owner, process policy and set of process activities
Where are the details of core and enhancing services provided?
The service catalogue
