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| Section | Weight | Objectives |
|---|---|---|
| Key Roles and Functions | 10% | - Service Desk - IT Operations Management - Technical Management - Application Management |
| ITIL Service Lifecycle | 20% | - Service Strategy - Service Operation - Service Transition - Continual Service Improvement - Service Design |
| Key Principles and Models | 15% | - Governance and management models - Process, function, role concept - Communication and collaboration principles |
| Introduction to ITIL and Service Management | 15% | - ITIL core principles and structure - Business value and benefits of ITIL - Concept of service and service management |
| General Management Concepts | 10% | - Risk and demand management - Service portfolio and financial management |
| Key Processes Across Lifecycle | 30% | - Problem Management - Service Level Management - Incident Management - Change Management - Request Fulfillment - Release and Deployment Management |
Question 1
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Problem management
B. Event management
C. Service level management
D. Change management
Question 2
What is a service delivered between two business units in the same organization known as?
A. Strategic service
B. Internal service
C. Delivered service
D. External service
Question 3
Which of the following are types of service defined in ITIL?
1.Core
2.Enabling
3.Special
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3only
D. All of the above
Question 4
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
D. Accreditors
Question 5
Which one of the following is the BEST description of a major incident?
A. An incident logged by a senior manager
B. An incident which requires a large number of people to resolve
C. An incident which is so complex that it requires root cause analysis before a workaround can be found
D. An incident which has a high priority or a high impact on the business
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: D |
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