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| Section | Objectives |
|---|---|
| Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
| ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| ITIL Service Lifecycle | - Service Design - Service Strategy - Service Operation - Continual Service Improvement (CSI) - Service Transition |
| Key ITIL Processes and Functions | - Change Management - Configuration and Asset Management - Incident and Problem Management - Service Desk function |
1. The BEST Processes to automate are those that are?
A) Carried out by Service Operations
B) Simple and well understood
C) Critical to the success of the business mission
D) Carried out by lots of people
2. "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
A) Continual Service Improvement
B) Service Operation
C) Service Strategy
D) Service Transition
3. A Service Level Agreement (SLA) is:
A) An agreement between the Service Provider and their customer
B) An agreement between the Service Provider and an internal organisation
C) The part of a contract that specifies responsibilities of each party
D) An agreement between a Service Provider and an external supplier
4. How many people should be accountable for a process as defined in the RACI model?
A) Only one - the process owner
B) As many as necessary to complete the activity
C) Only one - the process architect
D) Two - the process owner and the process enactor
5. Which process will regularly analyze Incident data to identify discernable trends?
A) Change Management
B) Problem Management
C) Service Level Management
D) Event Management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: B |
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