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Question 202/302

Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication

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Question List (302q)
Question 1: How does Problem Management work with Change Management?...
Question 2: Which one of the following is the BEST definition of the ter...
Question 3: Which of the following statements MOST correctly identifies ...
Question 4: In which document would you expect to see an overview of act...
Question 5: Which service transition process provides guidance about con...
Question 6: Order the following continual service improvement (CSI) impl...
Question 7: Which process is responsible for ensuring that appropriate t...
Question 8: Where should the definitive authorized versions of all media...
Question 9: Which of the following is the BEST description of a centrali...
Question 10: Effective Service Transition can significantly improve a ser...
Question 11: Which of the following statements is CORRECT? (1) The only p...
Question 12: Which of the following is NOT a valid objective of problem m...
Question 13: What are the three service provider business models?...
Question 14: The definitive media library is the responsibility of:...
Question 15: Which of the following is concerned with fairness and transp...
Question 16: Which one of the following would be the MOST useful in helpi...
Question 17: Which stage of the change management process deals with what...
Question 18: Service Acceptance criteria are used to?...
Question 19: The value created by a service is defined in terms of busine...
Question 20: Who is responsible for ensuring that the request fulfillment...
Question 21: An incident is proving difficult to resolve. A technician in...
Question 22: Which of the following Availability Management activities ar...
Question 23: What is the primary focus of component capacity management?...
Question 24: What is the primary focus of the business management?...
Question 25: What type of services are NOT directly used by the business ...
Question 26: Which of the following statements about standard changes are...
Question 27: Which process is responsible for sourcing and delivering com...
Question 28: Remediation planning is a key part of which process?...
Question 29: Understanding what to measure and why it is being measured a...
Question 30: Where are the details of core and enhancing services provide...
Question 31: Which process or function is responsible for the Definitive ...
Question 32: What is the PRIMARY process for strategic communication with...
Question 33: Which of the following are types of service defined in ITIL?...
Question 34: Which statement BEST describes the purpose of release and de...
Question 35: From the perspective of the service provider, what is the pe...
Question 36: Which of the following are included within Release and Deplo...
Question 37: Which one of the following functions would be responsible fo...
Question 38: Which is the CORRECT activity to carry out the "How do we ge...
Question 39: In terms of adding value to the business, which one of the f...
Question 40: The difference between service metrics and technology metric...
Question 41: Implementation of ITIL Service Management requires preparing...
Question 42: Which function is responsible for the closure of an incident...
Question 43: Which reason describes why ITIL is so successful?...
Question 44: What term describes actions taken to recover after a failed ...
Question 45: Which of the following BEST describes a Change Authority?...
Question 46: Which of the following is NOT an aim of the Change Managemen...
Question 47: The Supplier Management process includes: (1) Service Design...
Question 48: What is a characteristic of a process?...
Question 49: Which of the following statements correctly states the relat...
Question 50: Service design emphasizes the importance of the "Four Ps". T...
Question 51: Which one of the following provides the CORRECT list of proc...
Question 52: What does the term "Wisdom" represent within the Data-to-Inf...
Question 53: Which of the following questions does the guidance in servic...
Question 54: Which of the following combinations covers all the roles in ...
Question 55: What are the processes within Service Operation?...
Question 56: Match the following activities with the Deming Cycle stages ...
Question 57: Which is an objective of the service design lifecycle stage?...
Question 58: Which process is responsible for low risk, frequently occurr...
Question 59: A known IT service stops performing during normal business h...
Question 60: An incident is proving difficult to resolve. A technician in...
Question 61: Which one of the following is the BEST description of a rela...
Question 62: Which of the following statement about the service owner is ...
Question 63: What processes represent the scope of financial management f...
Question 64: Which of the following would be defined as part of every pro...
Question 65: Which of the following statements about processes is INCORRE...
Question 66: Which ITIL process is used to restore normal service operati...
Question 67: Which is the CORRECT list of the three levels of a multi-lev...
Question 68: The addition, modification or removal of an authorized, plan...
Question 69: What is the BEST description of an external customer?...
Question 70: Which problem management activity ensures that a problem can...
Question 71: Which role is responsible for sponsoring, designing and chan...
Question 72: What is the BEST definition of a definitive media library?...
Question 73: The BEST processes to automate are those that are:...
Question 74: Which one of the following statements BEST describes a defin...
Question 75: Which process would seek to understand levels of customer sa...
Question 76: What BEST defines roles and responsibilities in relation to ...
Question 77: Which of the following form part of the five major aspects o...
Question 78: In which of the following should details of a workaround be ...
Question 79: A configuration model can be used to help (1) Assess the imp...
Question 80: Which CSI step would defining metrics be appropriate for?...
Question 81: Which one of the following is the purpose of service level m...
Question 82: Which statement about the emergency change advisory board (E...
Question 83: Which statement should NOT be part of the value proposition ...
Question 84: Which of the following provide value to the business from se...
Question 85: Which is a reason why incident management interfaces with se...
Question 86: Which of these should a change model include? 1. The steps t...
Question 87: Which is the BEST definition of a Configuration Item (CI)?...
Question 88: Access management is closely related to which other process?...
Question 89: Which of the following should be considered when designing m...
Question 90: Which of the following activities are performed by a service...
Question 91: In many organizations the role of Incident Manager is assign...
Question 92: Which of the following are aspects of Service Design? (1) Ar...
Question 93: What should a release policy include?...
Question 94: Which statement about change management is CORRECT?...
Question 95: What is defined as the ability of a service, component or co...
Question 96: Which Service Design process makes the most use of data supp...
Question 97: Which of the following statements about processes is INCORRE...
Question 98: What are the two MAIN types of activity in problem managemen...
Question 99: Which stage of the service lifecycle has the purpose of look...
Question 100: Service Design emphasizes the importance of the 'Four Ps'. W...
Question 101: Which of the following is the CORRECT definition of a Releas...
Question 102: Consider the following list: 1. Change authority 2. Change m...
Question 103: Which process is responsible to provide and maintain accurat...
Question 104: Which of the following statements MOST correctly identifies ...
Question 105: Which of the following provides the PRIMARY source of guidan...
Question 106: What are sources of best practice?...
Question 107: Which of the following statements is CORRECT?...
Question 108: Check, Act and Plan are three of the stages of the Deming Cy...
Question 109: The MAIN purpose of the Service Portfolio is to describe ser...
Question 110: Which of the following are classed as stakeholders in servic...
Question 111: The positive effect that customers perceive a service can ha...
Question 112: Which of the following identify the purpose of business rela...
Question 113: What are the three types of metrics that an organization sho...
Question 114: Which is a definition of a risk cause?...
Question 115: Which of the following describes risk proximity?...
Question 116: Where would you expect incident resolution targets to be doc...
Question 117: Which of the following would commonly be in a contract under...
Question 118: Which of the following are types of service defined in ITIL?...
Question 119: Which process is primarily supported by the analysis of Patt...
Question 120: Which is an example of an internal customer?...
Question 121: Understanding customer usage of services and how this varies...
Question 122: Which of the following is NOT a benefit of using public fram...
Question 123: Which of the following statements about communication within...
Question 124: Which tool helps with defining accountability and responsibi...
Question 125: What BEST describes the purpose of analyzing risk?...
Question 126: What BEST describes an important principle of communication ...
Question 127: Which of the following would be examined by a major problem ...
Question 128: Which is one of the five aspects of service design?...
Question 129: Which of the following is the best definition of IT service ...
Question 130: Which process would ensure that utility and warranty require...
Question 131: Which is an example of improving service utility using servi...
Question 132: Which Functions are included in IT operations management?...
Question 133: When is it confirmed if a project's objectives have been ach...
Question 134: The remediation plan should be evaluated at what point in th...
Question 135: Which of the following questions does Service Strategy help ...
Question 136: With which process is problem management likely to share cat...
Question 137: What is the definition of an Alert?...
Question 138: Which of the following are objectives of Supplier Management...
Question 139: What should a service design package (SDP) be produced for? ...
Question 140: What BEST describes the value of service transition to the b...
Question 141: The BEST description of the purpose of Service Operation is?...
Question 142: Which one of the following activities are carried out during...
Question 143: Which statement BEST describes the stakeholders in service m...
Question 144: In which core ITIL publication can you find detailed descrip...
Question 145: Which Problem Management activity helps to ensure that the t...
Question 146: Which of the following is the BEST definition of an event?...
Question 147: Which of the following would NOT be a task carried out by th...
Question 148: What is the type of notification that should be sent when a ...
Question 149: Where would all the possible service improvement opportuniti...
Question 150: Which of the following is the BEST description of a Business...
Question 151: What is NOT within the scope of service catalogue management...
Question 152: Which statement about Business Cases is TRUE?...
Question 153: Which statement about the known error database (KEDB) is COR...
Question 154: Who owns the specific costs and risks associated with provid...
Question 155: Which statement about the service portfolio is TRUE?...
Question 156: What is the name given to the individual assigned to carry o...
Question 157: What is a RACI model used for?
Question 158: Which of the following areas would technology help to suppor...
Question 159: Which of the following is NOT an objective of Continual Serv...
Question 160: Which is NOT an objective of the change management process?...
Question 161: Which one of the following statements about incident reporti...
Question 162: Which statement about Service Level Agreements (SLAs) is COR...
Question 163: Who is responsible for ensuring that the Request Fulfillment...
Question 164: What is the primary focus of business capacity management?...
Question 165: Which statement BEST describes the value of service strategy...
Question 166: Which of the following items would commonly be on the agenda...
Question 167: Which of the following would NOT be contained in a release p...
Question 168: Which is NOT a service desk type described in the ITIL servi...
Question 169: Which statement about stakeholders is TRUE?...
Question 170: Identify the input to the Problem Management process....
Question 171: Which statement BEST represents the guidance on incident log...
Question 172: What are customers of an IT service provider who purchase se...
Question 173: Which is an objective of access management?...
Question 174: Which of the following could BEST be described as "A decisio...
Question 175: Which of the following can include steps that will help to r...
Question 176: Which is an objective of the design coordination process?...
Question 177: Which of the following models would be MOST useful in helpin...
Question 178: Which is the correct combination of items that makes up an I...
Question 179: Which of the following BEST describes a problem?...
Question 180: Which of the following are sources of best practice? 1. Acad...
Question 181: The effective management of risk requires specific types of ...
Question 182: Staff in an IT department are experts in managing specific t...
Question 183: Which stage of the service lifecycle includes the scope of s...
Question 184: Which process analyses services that are no longer viable an...
Question 185: What would be the next step in the continual service improve...
Question 186: What BEST defines IT service management?...
Question 187: Which is the correct definition of a customer facing service...
Question 188: Which of the following statements about processes is INCORRE...
Question 189: A Service Level Agreement is?
Question 190: What is an objective of event management?...
Question 191: Ensuring that the confidentiality, integrity and availabilit...
Question 192: What BEST describes the value of service operation to the bu...
Question 193: Which is the first step in the 7 Step Improvement Process?...
Question 194: Which process is involved in monitoring an IT service and de...
Question 195: What guidance does ITIL give on the frequency of production ...
Question 196: Which three types of metric support Continual Service Improv...
Question 197: Which of the following do Service Metrics measure?...
Question 198: Which function or process would provide staff to monitor eve...
Question 199: What is the entry point or the first level of the V model?...
Question 200: A plan for managing the end of a supplier contract should be...
Question 201: Gathering data, monitoring performance and assessing metrics...
Question 202: Which types of communication would the functions within serv...
Question 203: Which of the following is NOT an objective of the operations...
Question 204: Which of the following BEST describes an operational level a...
Question 205: What are customers of IT services who work in the same organ...
Question 206: One of the five major aspects of Service Design is the desig...
Question 207: What should be documented as part of every process?...
Question 208: Undertaking a gap analysis is a key activity within which pa...
Question 209: Which one of the following is NOT a characteristic of a proc...
Question 210: Which one of the following is it the responsibility of suppl...
Question 211: In the phrase "People, Processes, Products and Partners". Pr...
Question 212: What BEST defines serviceability?...
Question 213: Hierarchic escalation is BEST described as?...
Question 214: Which of the following statements describes the objectives o...
Question 215: Which part of ITIL provides guidance in adapting good practi...
Question 216: Which of the following is NOT part of the Service Design pha...
Question 217: Which is used to assess business demand for services?...
Question 218: What type of record should you raise when a problem diagnosi...
Question 219: In service design, which term describes services, technologi...
Question 220: Which of the following would be most useful in helping to im...
Question 221: Which of these recommendations is best practice for service ...
Question 222: Which one of the following is NOT an aim of the change manag...
Question 223: What are the two MAJOR activities in problem management?...
Question 224: Which of the following statements BEST describes the aims of...
Question 225: Which one of the following answers shows two of the activiti...
Question 226: The BEST description of the guidance provided by Service Des...
Question 227: Which statement about internal customers is CORRECT?...
Question 228: Which of the following is NOT one of the five individual asp...
Question 229: What is the ITIL guidance relating to the closure of resolve...
Question 230: Which of the following are CORRECT Service Design Aspects? 1...
Question 231: Which of these is NOT a responsibility of Application Manage...
Question 232: Which one of the following does service metrics measure?...
Question 233: Which of the following is NOT defined as part of every proce...
Question 234: To add value to the business, what are the four reasons to m...
Question 235: Which of the following statements about service asset and co...
Question 236: Where should the following information be stored? 1. The exp...
Question 237: How many times should each stage of the Plan, Do, Check, Act...
Question 238: Which of the following is not a service desk type recognized...
Question 239: Which process would be used to compare the value that newer ...
Question 240: Which one of the following do major incidents require?...
Question 241: Which of the following is NOT a recognized example of a serv...
Question 242: Application Management plays a role in all applications. One...
Question 243: Which one of the following are the two primary elements that...
Question 244: Which of the following provide value to the business from se...
Question 245: Customer perceptions and business outcomes help lo define wh...
Question 246: Which stage of service lifecycle has the purpose of aligning...
Question 247: What does the continual service improvement (CSI) approach e...
Question 248: Which of the following provides resources to resolve operati...
Question 249: What are the categories of event described in the ITIL servi...
Question 250: Which is the CORRECT list of metrics to support CSI activiti...
Question 251: Within the Continual Service Improvement (CSI) 7 step improv...
Question 252: Which is the CORRECT description of an outcome?...
Question 253: Which process will regularly anal0yse incident data to ident...
Question 254: Which process analyzes services that are no longer viable an...
Question 255: Which capacity management sub-process focuses on the managem...
Question 256: Which of the following is the best definition of service man...
Question 257: When tan a known error record tie raised? (1) At any time wh...
Question 258: Which one of the following is concerned with policy and dire...
Question 259: Which term describes if a service is fit for use?...
Question 260: Event management, problem management, access management and ...
Question 261: Before embarking on the 7-step Continual Service Improvement...
Question 262: Which of the following are responsibilities of a Service Lev...
Question 263: Which of the following BEST describes technical management?...
Question 264: Which is the correct combination of Service Management terms...
Question 265: Which of the following are benefits to the business of imple...
Question 266: Which is NOT within the scope of service transition?...
Question 267: Which process would you MOST expect to be involved in the ma...
Question 268: How is a service delivered between departments of the same o...
Question 269: Which of the following statements is CORRECT?...
Question 270: Which of the following CANNOT be provided by a tool?...
Question 271: Which of the following are objectives of Service Design? (1)...
Question 272: How many people should be accountable for a process as defin...
Question 273: Which of the following is the BEST definition of an Incident...
Question 274: Which is NOT a purpose of a Product Description?...
Question 275: Which phase of the ITIL lifecycle provides the following ben...
Question 276: Which one of the following is NOT a responsibility of the se...
Question 277: Which model delivers a view of the services, assets and infr...
Question 278: Which one of the following is an objective of service catalo...
Question 279: Which of the following should NOT be a concern of Risk Manag...
Question 280: In Service Operation, if too much emphasis is placed on 'Sta...
Question 281: Which one of the following is the BEST description of a serv...
Question 282: Which of the following CANNOT be stored and managed by a too...
Question 283: Service Assets are used to create value. Which of the follow...
Question 284: Which of the following statements about incident reporting a...
Question 285: What is the BEST description of the purpose of the service o...
Question 286: A process owner is responsible for which of the following? 1...
Question 287: What are the categories of events described in the ITIL serv...
Question 288: What is IT Governance concerned with?...
Question 289: Which one of the following activities does application manag...
Question 290: Access management is responsible for executing the policies ...
Question 291: Where should all master copies of controlled software and do...
Question 292: Which of the following is service transition planning and su...
Question 293: Which of the following is the BEST reason for categorizing i...
Question 294: Which process has the following objective "Establish new or ...
Question 295: What term describes assurance that a product or service will...
Question 296: Which of the following sentences BEST describes a Standard C...
Question 297: What are underpinning contracts used to document?...
Question 298: Which process is responsible for eliminating recurring incid...
Question 299: Which process is responsible for providing the rights to use...
Question 300: Which is NOT an example of a pattern of business activity (P...
Question 301: Which of the following is the correct definition of an outco...
Question 302: Which process is responsible for frequently occurring change...