ITIL

What is the Plan-Do-Check-Act?

An IT asset is managed and controlled by Component Capacity Management.

Which one of the following is NOT an output of incident management?

____________ is necessary for the success of an IT service process.

Which one of the following is not an aspect of service design?

Value is equal to:

Reviews can be a valuable input for continual improvement and audit of the Event Mgmt process

Warranty is considered satisfactory if which of the following is met to a customer satisfaction

Which One of the following is not part of the change management sub-processes (non-emergency)?

Knowledge is defined as information not combined with experience, context, and interpretation.

___________ is product focused.

What does RACI stand for?

Which is NOT part of the Seven-Step Improvement Process?

Which of the following is an example of Service Operation Request Fulfillment?

Service Desk is responsible for a variety of service activities, based on reported events.

Which of the following is NOT an output of Capacity Management?

The purpose of knowledge management in service transition is to?

CSI phase continually improves the effectiveness and efficiency of IT processes and services.

_______________ is largely about laying down the blueprint for the business.

What phase of the service lifecycle ensures that service changes are ready?

The rule for measuring Key Performance Indicator is called the 9 to 5.

Which one of the following is a part of Service Operations Main Processes?

One of the 7 R’s of change management is: What is the risk involved in the change?

A breach has occurred. Who is focused on repairing the damage at the earliest?

What is Service Operation?

A service which cannot be seen by customer but is required to provide them with a core service:

Type 3 (External) service provider, provides service within an organization:

What is the First Step in the CSI approach?

The overall goals and outcomes the service provider should achieve in its development.

How the service provider will transition from their current state to desired state.

Service Operation Event Management monitors events that occur which allow for normal operation.

In which step of the Seven-Step Improvement Process do we gather the data?

Compare actual test result to _________ in the exit criteria.

Activities and processes are required to deliver and manage services is from Service Operations

Prepare for service transition is one of the transition planning and support sub-processes

Utility is typically achieved by improving performance and removing/reducing constraints.

This combines two or more geographically dispersed Service Desks for 24-hour service to clients

Which is a stakeholder?