Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released together
Which of the following activities is be performed by access management?
A. Providing physical security for staff data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
The design of IT services requires the effective and efficient use of what?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.
A. 1 Only
B. 2 and 3 only.
C. 1, 2 and 4 only.
D. All of the above
A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
Which of the following activities is NOT a part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Coordinate
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
Which of the following is NOT defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
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