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NEW QUESTION NO: 7
Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Answer: D
Explanation/Reference:
Explanation:

NEW QUESTION NO: 8
The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?
A. Availability Management
B. Knowledge Management
C. Service Asset and Configuration Management
D. Change Management
Answer: B

NEW QUESTION NO: 9
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service catalogue management
B. Service capacity management
C. Service level management
D. Service portfolio management
Answer: A

NEW QUESTION NO: 10
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
A. Service transition
B. Service level management
C. Service operation
D. Service design
Answer: A
Explanation/Reference:
Explanation:
ITIL Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed services to supported environments, which includes release planning, building, testing, evaluation and deployment. The publication will consider service retirement and transfer of services between service providers. This Service Transition provides access to prove best practices based on the skill and knowledge of experienced industry practitioners in adopting a standardized and controlled approach to service management.
Reference: https://www.greycampus.com/opencampus/itil-foundation/two-strategies-in-itil

NEW QUESTION NO: 11
Which reason describes why ITIL is so successful?
A. The five ITIL volumes are concise
B. It is not tied to any particular vendor platform
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects
Answer: B
Explanation/Reference:
Explanation:

NEW QUESTION NO: 12
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management
Answer: C
Explanation/Reference:
Explanation:

NEW QUESTION NO: 13
Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
Answer: D
Explanation/Reference:
Explanation:

NEW QUESTION NO: 14
Which of these recommendations is best practice for service level management?
1. Include legal terminology in service level agreements (SLAs)
2. It is NOT necessary to be able to measure all the targets in an SLA
A. 1 only
B. 2only
C. Both of the above
D. Neither of the above
Answer: D
Explanation/Reference:
Explanation:

NEW QUESTION NO: 15
Identify the input to the Problem Management process.
A. Problem Resolution
B. New Known Errors
C. Incident Records
D. Request for Change
Answer: C

NEW QUESTION NO: 16
Which one of the following statements BEST describes a definitive media library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
C. A database that contains definitions of all media CIs
D. A secure library where definitive authorized versions of all software and back-ups are stored and protected
Answer: B
Explanation/Reference:
Explanation:

NEW QUESTION NO: 17
What is a characteristic of a process?
A. It requires a specific tool
B. It is performance driven and measurable
C. It provides generic technical skills and resources
D. It does not react to a specific trigger
Answer: B
Explanation/Reference:
Reference: http://itilexampreparation2011.blogspot.com/2012/10/01-10-explain-process-model-and.html