Where would you expect incident resolution targets to be documented?
Where would you expect incident resolution targets to be documented?
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
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?
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
Which one of the following is concerned with policy and direction?
Which one of the following is concerned with policy and direction?
Which of the following should be considered when designing measurement systems, methods and metrics?
Which of the following should be considered when designing measurement systems, methods and
metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Which of the following is the best definition of IT service management?
Which of the following is the best definition of IT service management?
Which of the following is service transition planning and support NOT responsible for?
Which of the following is service transition planning and support NOT responsible for?
What are underpinning contracts used to document?
What are underpinning contracts used to document?
which document would you expect to see an overview of actual service achievements against targets?
In which document would you expect to see an overview of actual service achievements against
targets?