Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
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
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
A. To ensure that a service can be managed and operated in accordance with constraints specified during design
B. To design and develop capabilities for service management
C. To provide good-quality knowledge and information about services
D. To plan the resources required to manage a release
Which one of the following includes four stages called Plan, Do, Check and Act?
A. The Deming cycle
B. The continual service improvement approach
C. The seven-step improvement process
D. The service lifecycle
Which one of the following is concerned with policy and direction?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps."
What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes which will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.
Monitoring system availability
2.
Designing availability into a proposed solution
A. None of the above
B. Both of the above
C. 1 only
D. 2 only
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
Which one of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
