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Q:

Which of the following statements BEST describes the role of Communication during Service Operation?

A) Communication is a separate process that needs to be defined and executed with Service Operation B) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle
C) Communication is more important in Service Operation than in any other stage of the Service Lifecycle D) Communication is defined as part of all processes and is executed in Service Operation
 
Answer & Explanation Answer: B) Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle

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Filed Under: ITIL Certification

Q:

What is the best definition of an Incident Model?

A) A type of Incident involving a standard (or model) type of Configuration Item (CI) B) A set of pre-defined steps to be followed when dealing with a known type of Incident
C) The template used to define the Incident logging form used to report Incidents D) An Incident that is easy to solve
 
Answer & Explanation Answer: B) A set of pre-defined steps to be followed when dealing with a known type of Incident

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Filed Under: ITIL Certification

Q:

The Information Security Policy should be available to which groups of people?

A) Senior business managers and all IT staff B) Information Security Management staff only
C) All customers, users and IT staff D) Senior business managers, IT executives and the Security Manager
 
Answer & Explanation Answer: C) All customers, users and IT staff

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Filed Under: ITIL Certification

Q:

A benefit of using Service Design tools is?

A) To help ensure that events are detected as quickly as possible B) To help ensure that standards and conventions are followed
C) To help enable different applications to work together D) To help implement architectures that support the business strategy
 
Answer & Explanation Answer: B) To help ensure that standards and conventions are followed

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Filed Under: ITIL Certification

Q:

Why should monitoring and measuring be used when trying to improve services?

A) To validate, direct, justify and intervene B) To validate, measure, monitor and change
C) To validate, plan, act and improve D) To validate, assign resources, purchase technology and train people
 
Answer & Explanation Answer: A) To validate, direct, justify and intervene

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Filed Under: ITIL Certification

Q:

How does an organization use Resources and Capabilities in creating value?

A) They are used to create value in the form of goods and services B) They are used to create value to the IT organization for Service Support
C) They are used to create value to the IT organization for Service Delivery D) They are used to create value in the form of output for production management
 
Answer & Explanation Answer: A) They are used to create value in the form of goods and services

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Filed Under: ITIL Certification

Q:

The ITIL V3 core is best described as?

A) An Operations Lifecycle B) A Service Lifecycle
C) An IT Management Lifecycle D) An Infrastructure Lifecycle
 
Answer & Explanation Answer: B) A Service Lifecycle

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Q:

What is the main reason for establishing a baseline?

A) For knowing the cost of services provided B) For roles and responsibility to be clear
C) To standardize operation D) For later comparison
 
Answer & Explanation Answer: D) For later comparison

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Filed Under: ITIL Certification