What are the categories of event described in the ITIL service operation book?

• A.Warning, reactive, proactive
• B.Informational, scheduled, normal
• C.Scheduled, unscheduled, emergency
• D.Informational, warning, exception

Comment: *

Name: *

Email: *

Verification: *

Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring

• A.All of the above
• B.1, 3 and 4 only
• C.1, 2 and 3 only
• D.2, 3 and 4 only

Comment: *

Name: *

Email: *

Verification: *

What is defined as "any change of state that has significance for the management of an IT service"?

• A.A request for change
• B.An incident
• C.A problem
• D.An event

Comment: *

Name: *

Email: *

Verification: *

What is a characteristic of a process?

• A.It does not react to a specific trigger
• B.It requires a specific tool
• C.It is performance driven and measurable
• D.It provides generic technical skills and resources

Comment: *

Name: *

Email: *

Verification: *

Which is an objective of the service design lifecycle stage?

• A.To embed continual service improvement (CSI) in all service design activities
• B.To ensure that all service design activities use the minimum amount of resources
• C.To monitor service level targets as agreed in service level agreements
• D.To create and maintain a portfolio of quantified services

Comment: *

Name: *

Email: *

Verification: *