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The processes that fall under the umbrella of Service Support include: (Select 3)

 In terms of Incident Management which of the following sequence of steps are correct.

 It is important to implement Configuration Management with Change & Release Management.

 ACD, CTI & IVR are all technologies that assist the ______ .

Which of the following is an Input to the Problem Management process?

Having implemented the ITIL Service Management Processes at your organisation, you do not need to concern yourself about any process related issues. The ITIL processes will ensure successful operations.

 SIP stands for Service Improvement Program

 Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an incident to the restoration of the service.

TCO is an acronym for

Problem Management should be implemented with or after Change Management.

Which of the following is not likely to be an input for the Change Management process ?

 Service Level Requirements are drawn up by _____________, and serves as the basis for negotiations concerning the formulation of the ________.

Planning, Implementation, Control, Status Accounting & Verification are all activities of which discipline:

The Release Management process shares very close relations with which of the following processes ? (Select 2)

What would not be a task for the Service Desk ?

You subscribe to the latest ITSM Publication issued monthly at a cost of $50 p/a. This is an example of an Operational Cost ?

Although Financial Management for IT Services interacts with most IT service processes it is most closely linked with which of the following (Select 3).

With Notional Charging an invoice is produced and payment is required where as with Real Charging an invoice is produced but no payment is required ?

At a job interview for an IT Service Continuity Manager position, the CTO asks you to run through the 4 stages of the Business Continuity Lifecycle. What is the correct sequence of phases ?

0. Consider the following statements: 1) IT Service Continuity forms part of the overall Business Continuity Process 2) Business Continuity Management is concerned with ensuring the continuation of the Critical Business Processes in the event of a disaster. 3) Testing is a critical part of the overall ITSCM process

Which ITIL discipline aims to maintain & improve IT Service quality through a regular cycle of agreeing, monitoring & reporting.

An ‘unabsorbed’ cost is best described as:

Which of these is a DIRECT benefit of having a Service Desk?

Which of the following metrics is most relevant in determining the value added by

Problem Management to the Service Desk?

Within a CMDB, which relationships are most likely to exist between Incidents and

Problems?

1 One Incident to one Problem

2 One Incident to many Problems

3 Many Incidents to one Problem

Which of these statements is true when d

eciding on the initial scope and depth of the

information to be held in a CMDB?

The Service Desk can act as the focal point for:

1 Receiving Incidents & Service Requests from users

2 Recording Change Requests from users

3 Handling complaints and queries

For which of these activities is the Change Manager responsible?

The scope of a Release can best be defined by

Does Problem Management depend entirely on having a mature Incident

Management process in place?

There are strong links between Service Level Management and:

1 Incident Management

2 Availability Management

3 Configuration Management

4 IT Service Continuity Management

5 Change Management

At what point does an Incident turn into a Problem?

Consider the following list:

1 Modelling

2 Risk Analysis

3 Application Sizing

4 DSL maintenance3

Which two from the above list are among the main responsibilities of Capacity

Management?

The wording of SLAs and OLAs should be:

Which of these is NOT a recognised Service Desk structure?

Consider the following:

1 Incident diagnostic scripts

2 A knowledge base of previously recorded incidents

3 A Configuration Management Database covering the infrastructure supported

4 A Forward Schedule of Change

Which of the above should be available to the Service Desk

A remote site has recently had its netw

ork upgraded. The users are now complaining

of slow responses and have heard that this is due to problems with capacity. Who should

they contact for assistance?

Which of these best describes the purpose of Capacity Management?

Which of the following statements is true?

The process to implement SLAs comprises of the following activities in sequence: