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Flashcards	300
Students	65
Language	English
Category	Micro-Economics
Level	Other
Created / Updated	27.11.2013 / 11.02.2024
Licencing	No Copyright (CC0)
Weblink	https://card2brain.ch/box/itil2
Embed	<iframe src="https://card2brain.ch/box/itil2/embed" width="780" height="150" scrolling="no" frameborder="0"></iframe>

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Which role is responsible for carrying out the activities of a process?

A. Process owner

B. Change manager

C. Service manager

D. Process practitioner

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level management

B. IT operations management

C. Capacity management

D. Incident management

Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data ?Knowledge

B. Data - Information - Knowledge ?Wisdom

C. Knowledge - Wisdom - Information ?Data

D. Information - Data - Knowledge - Wisdom

At which stage of the service lifecycle should the processes necessary to operate a defined?new service be

A. Service design: Design the processes

B. Service strategy: Develop the offerings

C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management

Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. Public frameworks are always cheaper to adopt

C. Public frameworks are prescriptive and tell you exactly what to do

D. Proprietary knowledge has been tested in a wide range of environments

Which of the following is an objective of business relationship management?

A. To identify patterns of business activity

B. To ensure high levels of customer satisfaction

C. To secure funding to manage the provision of services

D. To ensure strategic plans for IT services exist

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performance

B. Performance, process, products, plans

C. People, process, products, partners

D. People, products, plans, partners

Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful change

B. Reduction in unplanned costs through optimized handling of service outages

C. Reduction in the duration and frequency of service outages

D. Enabling the service provider to have a clear understanding of what levels of customers successfulservice will make their

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