Real 58 Exam Questions Pdf

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4. Version: 21.0 Question: 1 Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only Answer: A Question: 2 What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services? A. Business services B. Component services C. Supporting services D. Customer services Answer: C Question: 3 Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only Answer: A https://www.passitcertify.com/

5. Question: 4 Which of the following is the best definition of service management? A. The ability to keep services highly available to meet the business needs B. A set of specialized organizational capabilities for providing value to customers in the form of services C. A complete set of all the documentation required to deliver world class services to customers D. An internationally recognized methodology to provide valuable services to customers Answer: B Question: 5 Which of the following is the best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs Answer: D Question: 6 Which one of the following is the BEST definition of the term ‘service management’? A. A set of specialized organizational capabilities for providing value to customers in the form of services B. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose C. The management of functions within an organization to perform certain activities D. Units of organizations with roles to perform certain activities Answer: A Question: 7 Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only https://www.passitcertify.com/

6. Answer: A Question: 8 Which of the following is an enabler of best practice? A. Standards B. Technology C. Academic research D. Internal experience Answer: B Question: 9 Which is the correct definition of a customer facing service? A. One which directly supports the business processes of customers B. A service that cannot be allowed to fail C. One which is not covered by a service level agreement D. A service not directly used by the business Answer: A Question: 10 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. Employers B. Stakeholders C. Regulators D. Accreditors Answer: B Question: 11 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented B. Public frameworks are always cheaper to adopt C. Public frameworks are prescriptive and tell you exactly what to do D. Proprietary knowledge has been tested in a wide range of environments https://www.passitcertify.com/

7. Answer: A Question: 12 What should a service always deliver to customers? A. Applications B. Infrastructure C. Value D. Resources Answer: C Question: 13 Which one of the following is NOT a characteristic of a process? A. It is measurable B. It delivers specific results C. It responds to specific events D. It structures an organization Answer: D Question: 14 What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers Answer: D Question: 15 Which of the following is best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs https://www.passitcertify.com/

8. Answer: D https://www.passitcertify.com/

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