According to ITIL® v3 framework, which type of test offers services to support the business

through major failures or disruptive events?

According to ITIL® v3 framework, which type of warranty test that service providers undertake to
implement general and service level controls is used to ensure that the value that is provided to
customers is complete and not eroded by any avoidable costs and risks?

According to ITIL® v3 framework, which type of tools is best suited to ensure management of a
predefined workflow stream containing a set of tasks which can be managed around resource
availability, timelines, status, and if needed escalation paths?

According to ITIL® v3 framework, which set of tools is best suited to provide interrogation and
recovery of information relating to devices within the service provider network infrastructure?

According to ITIL® v3 framework, which set of tools is best suited to control relevant customer
attributes in a centralized location allowing for relationships between assets, components, and
services to be stored and maintained?

According to ITIL® v3 framework, KPIs help measuring the success of a process in regards to
performance, quality, and value. Which other key factor should be considered when applying KPIs
to process metrics?

According to ITIL® v3 framework, KPIs have to be related to specific inputs, outputs and activities.
What is the relationship of KPIs to each organization?

According to ITIL® v3 framework, a KPI is used to measure the efficiency of an organization or
process. What is the characteristic of that measurement?

Which key implementation mechanisms are responsible for ensuring that managed changes within
the Operational Support Plan do not adversely impact the managed services?

According to ITIL® v3 framework, which service operations considerations, specifically the impact
of known errors reported by either Event Management or Incident/Problem Management, are
undertaken in managing change to an existing Service Operations Plan?