Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following options is a hierarchy that is used in knowledge management?
Which of the following CANNOT be provided by a tool?
Which one of the following is it the responsibility of supplier management to negotiate and agree?
Which one of the following activities is NOT part of the Deming Cycle?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which one of the following is the BEST description of a service level agreement (SLA)?
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
