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QUESTION: 36

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

Only ensure that adequate technical resources are available.
Negotiating and agreeing Service Level Agreement
Negotiating and agreeing Operational Level Agreements
Ensuring that the information within the Service Catalogue is adequately protected and backed-up.

Answer(s): D

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QUESTION: 36

For an organization implementing the ITIL IT Service Management processes which of the following statements is most accurate?

The full benefits will only be realized if all IT staff are fully qualified in IT Service Management.
The full benefits will only be realized if Incident & Problem Management processes are implemented first.
The full benefits will only be realized if the business requirements are first ascertained and then the processes are implemented in an integrated way.
The full benefits will only be realized if regular reviews are undertaken with customers.

Answer(s): C

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QUESTION: 36

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Availability Management
Service Level Management
Continual Service Improvement
Business Relationship Management

Answer(s): B

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Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.
These specialized organizational capabilities include which of the following?