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58 practice questions, page 10 of 14, with answer review and explanations.

Question 46

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

  1. Informational, scheduled, normal
  2. Scheduled, unscheduled, emergency
  3. Informational, warning, exception
  4. Warning, reactive, proactive

Question 47

A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process

  1. 2, 3 and 4 only
  2. All of the above
  3. 1, 2 and 3 only
  4. 1, 2 and 4 only

Question 48

Which one of the following is concerned with policy and direction?

  1. Capacity management
  2. Governance
  3. Service design
  4. Service level management

Question 49

Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes

  1. 1, 2 and 3 only
  2. 1, 3 and 4 only
  3. 2, 3 and 4 only
  4. All of the above

Question 50

Which of the following is the best definition of IT service management?

  1. An internal service provider that is embedded within a business unit
  2. A complete set of all the documentation required to deliver world class services to customers
  3. Technical implementation of supporting IT infrastructure components
  4. The implementation and management of quality IT services that meet business needs