ITIL Certification Questions

• Availability Management is responsible for
• The main objective of Availability Management is?
• If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
• The four stages of the Deming Cycle are?
• When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?
• Which of the following is the most appropriate approach to carrying out Service Operations?
• How does an organization use Resources and Capabilities in creating value?
• A benefit of using Service Design tools is?
• Which of the following statements BEST describes the role of Communication during Service Operation?
• The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?
• The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited?
• What is the difference between a process and a project?
• What is the meaning of the term Serviceability?
• How can an organization determine the effectiveness of the Service Level Management process?
• Governance is concerned with
• Availability management is responsible for availability of