ITIL Trial Exam

Which BEST describes a 'partner' from the 'four Ps'?

• Vendor

• Customer

• Department

• Business

In which stage of the CSI seven-step improvement process is data transformed into information?

• Gather the data

• Define what you can measure

• Implement improvements

• Analyse the data

What is the process owner accountable for?

• Managing resources assigned to the process

• Communicating process information to ensure awareness

• Ensuring that all required activities are carried out throughout the

  service life-cycle

• Creating records to show that activities have been carried out

  correctly

Which statement BEST describes the customers and users of an IT service?

• Customers buy IT services; users use IT services

• Customers design IT services; users test IT services

• Customers sell IT services; users improve IT services

• Customers agree the service levels; users buy IT services

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

• Technology, customer, user

• Corporate, customer, service

• Corporate, customer, technology

• Service, user, IT

Which of the following are process enablers?

• Activities and work instructions

• Objectives and feedback

• Policies and procedures

• Resources and capabilities

Which statement about configuration items (CIs) is NOT true?

• They are an asset required to deliver an IT service

• They must be under the control of change management

• They are managed by the deployment process

• They can be a server or a software license

Which tool helps with defining accountability and responsibility within processes?

• A CSI register

• A project charter

• A RACI model

• A communications plan

What do customer perceptions and business outcomes help to define?

• The value of a service

• Service metrics

• The total cost of a service

• Key performance indicators (KPIs)

What are the two MAIN types of activity in problem management?

• Technical and service

• Resource and proactive

• Reactive and technical

• Proactive and reactive