ITIL CERTIFICATION

ITIL CERTIFICATION


The following options are considered within which process?

1. Big Bang vs Phased
2. Push and Pull
3. Automated vs Manual
a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management

Which are the missing Service Operation processes from the following?

1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
a) Event Management and Request Fulfilment
b) Event Management and Service Desk
c) Facilities Management and Event Management
d) Change Management and Service Level Management

Sources of 'good practice' include which of the following?

1. Public frameworks
2. Standards
3. Proprietary knowledge of Individuals and Organisations
a) 1 and 2 only
b) 2 and 3 only
c) All of the above
d) 1 and 3 only

Setting policies and objectives is the primary concern of which of the following
elements of the Service Lifecycle?

a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Operation and
Continual Service Improvement

Which of the following is NOT an objective of Service Operation?

a) Thorough testing to ensure that services are designed to meet business needs
b) To deliver and support IT services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes