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NEW QUESTION NO: 6
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A. Both of the above
B. 1 only
C. 2 only
D. Neither of the above
Answer: A
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Explanation:

NEW QUESTION NO: 7
Access management is closely related to which other process?
A. Capacity management only
B. 3rd line support
C. Information security management
D. Change management
Answer: C
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NEW QUESTION NO: 8
What guidance does ITIL give on the frequency of production of service reporting?
A. Service reporting intervals must be defined and agreed with the customers
B. Reporting intervals should be set by the service provider
C. Reports should be produced weekly
D. Service reporting intervals must be the same for all services
Answer: A
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NEW QUESTION NO: 9
Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B
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NEW QUESTION NO: 10
What is the act of transforming resources and capabilities into valuable service better known as?
A. Service management
B. Incident management
C. Resource management
D. Service support
Answer: A
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NEW QUESTION NO: 11
Which one of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
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NEW QUESTION NO: 12
Within service design, what is the key output handed over to service transition?
A. Measurement, methods and metrics
B. Service design package
C. Service portfolio design
D. Process definitions
Answer: B
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NEW QUESTION NO: 13
Availability management is directly responsible for the availability of which of the following?
A. IT services and components
B. IT services and business processes
C. Components and business processes
D. IT services, components and business processes
Answer: A
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NEW QUESTION NO: 14
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: D
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NEW QUESTION NO: 15
Which is an example of improving service utility using service management automation?
A. Reducing the time to compile service data
B. Monitoring service availability
C. Faster resource allocation
D. Pre-determined routing of a service request
Answer: C

NEW QUESTION NO: 16
Which of the following statements BEST describes the aims of release and deployment management?
A. To build, test and deliver the capability to provide the services specified by service design
B. To ensure that each release package specified by service design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
Answer: A
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