At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following options is a hierarchy that is used in knowledge management?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which role is responsible for carrying out the activities of a process?
Which role is responsible for carrying out the activities of a process?
What are the categories of event described in the ITIL service operation book?
What are the categories of event described in the ITIL service operation book?
Which of the following provide value to the business from service strategy?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customer’s successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages
Where would you expect incident resolution targets to be documented?
Where would you expect incident resolution targets to be documented?
Which of the following is NOT one of the five individual aspects of service design?
Which of the following is NOT one of the five individual aspects of service design?
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?
A process owner is responsible for which of the following?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process