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Detail Form
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1.
Which process is responsible for sourcing and delivering components of requested standard services?
2.
Which of the following is the best definition of service management?
3.
Which of the following CANNOT be provided by a tool?
4.
Which one of the following is the purpose of service level management?
5.
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People,
Processes and one other "P". Which of the following is the additional "P"?
6.
Which of the following is NOT one of the five individual aspects of service design?
7.
Where would you expect incident resolution targets to be documented?
8.
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
9.
What are the categories of event described in the ITIL service operation book?
10.
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