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| Section | Objectives |
|---|---|
| Topic 1: The ITIL Service Lifecycle | - Service Strategy - Service Transition - Continual Service Improvement - Service Operation - Service Design |
| Topic 2: Technology and Architecture | - Supporting tools and technologies |
| Topic 3: Selected Processes and Functions | - Change Management - Problem Management - Service Level Management - Incident Management - Service Desk |
| Topic 4: Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| Topic 5: Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
1. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
A) Service Level Management
B) Event Management
C) Service Asset and Configuration Management
D) Performance Management
2. Availability Management is responsible for availability of:
A) Components and Business Processes
B) Services, Components and Business Processes
C) Services and Components
D) Services and Business Processes
3. Which of the following is NOT an objective of Problem Management?
A) Preventing Problems and resulting Incidents from happening
B) Restoring normal service operation as quickly as possible and minimising adverse impact on the business
C) Eliminating recurring Incidents
D) Minimising the impact of Incidents that cannot be prevented
4. Which of the following is the CORRECT definition of a Release Unit?
A) A measurement of cost
B) A function described within service transition
C) The portion of a service or IT infrastructure that is normally released together
D) The team of people responsible for implementing a release
5. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A) Excessively reactive
B) Excessively proactive
C) Extreme focus on quality
D) Extreme focus on cost
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
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