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ITIL – ITIL Foundation (syllabus 2011)

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Showing 7–9 of 20 questions

Question 7 (Volume E)

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Select an option, then click Submit answer.

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    Business Objectives, IT Objectives, Process Metrics
  • ○

    Process Models, Goals and Objectives
  • ○

    Vision and Strategy, Tactical Goals and Operational Goals
  • ○

    Business and IT Strategy and Process Definitions
Question 8 (Volume C)

Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

2. Enabling the service provider to respond quickly and effectively to changes in the business environment

3. Support the creation of a portfolio of quantified services

Select an option, then click Submit answer.

  • ○

    All of the above
  • ○

    1 and 3 only
  • ○

    1 and 2 only
  • ○

    2 and 3 only
Question 9 (Volume C)

Which of the following activities are performed by a desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

Select an option, then click Submit answer.

  • ○

    All of the above
  • ○

    1, 2 and 3 only
  • ○

    2 and 4 only
  • ○

    3 and 4 only