Free ITIL Exam Dumps

Defining how value is created

Correct Answer:D

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
C. Produce and maintain all necessary Service Transition packages
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

Correct Answer:C

What are the three types of metrics that an organization should collect to support continual service improvement (CSI}?

A. Return on investment (ROI}, value on investment (VOI}, quality
B. Strategic, tactical and operational
C. Critical success factors (CSFs}, key performance indicators (KPIs}, activities
D. Technology, process and service

Correct Answer:D

Which one of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems

Correct Answer:B

Which of the following are goals of Service Operation?
Solution:

Does this meet the goal?

Correct Answer:A