Itil - Exam D

ITIL - Exam D Which of the following examples is a source of best practice? a) A hardware supplier b) A service management tool c) ISO / IEC 20000 d) A consultancy organization c) ISO / IEC 20000 Which is the CORRECT explanation of how a service facilitates an outcome? a) By enhancing the performance of associated tasks and reducing the effect of constraints b) By comparing service value with service cost to ensure there is an equal ratio c) By ensuring data is translated directly into wisdom allowing better business decisions to be made d) By allowing the achievement of contractual obligations and avoiding financial penalties a) By enhancing the performance of associated tasks and reducing the effect of constraints What ITIL term is used for customers of IT services who do NOT work in the same organization as the service provider? a) Strategic customers b) External customers c) Valued customers d) Internal customers b) External customers What should be defined for every process? a) The process owner, process policy and set of process activities b) The service owner, service level agreement and set of process procedures c) The policy owner, operational level agreement and set of process steps d) The service manager, service contract and set of work instructions a) The process owner, process policy and set of process activities All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of high quality IT services at optimum cost. Which of these has the BEST opportunity to prevent difficulties as early as possible and minimize the cost of any remedial work? a) Service transition b) Continual service improvement (CSI) c) Service design d) Service operation c) Service design Which is NOT part of the service transition stage of the service lifecycle? a) Successfully deploying service releases into supported environments b) Designing and developing capabilities for service management c) Ensuring that service changes create the expected business value d) Planning the resources required to manage a release b) Designing and developing capabilities for service management Which is an objective o