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33. Which off the following is a characteristic of every process?
1. It is measurable
2. It is timely
3. It delivers a specific result
4. It responds to a specific event
5. It delivers its primary result to a customer or stakeholder
C) 1, 3, 4 and 5 only
34. Which of the following is NOT an example of a Service Request?
B) A user calls the Service Desk because they would like to change the functionality of an application
35. A Service Level Package is best described as?
A) A definite level of utility and warranty associated with a core service package
36. Incident Management has a value to the business by?
D) Contributing to the reduction of impact
37. A Service owner is responsible for which of the following?
A) Recommending improvements
38. The four stages of the Deming Cycle are?
D) Plan, Do, Check, Act
39. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
A) Define what you should measure, define what you can measure, gather data and process data
40. Which of the following statements is CORRECT for all processes?
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
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