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Which process is responsible for dealing with complaints, comments, and general enquiries from users?

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Question List (325q)
Question 1: Which one of the following can help determine the level of i...
Question 2: Which of the following does the Availability Management proc...
Question 3: What would you call the groups of people who have an interes...
Question 4: Which of the following is NOT one of the five individual asp...
Question 5: Which statement about internal customers is CORRECT?...
Question 6: Access management is responsible for implementing policies d...
Question 7: Which one of the following answers shows two of the activiti...
Question 8: Which statement BEST describes the purpose of release and de...
Question 9: "Planning and managing the resources required to deploy a re...
Question 10: Which one of the following is NOT part of the service design...
Question 11: What should a release policy include?...
Question 12: What BEST describes the value of service design to the busin...
Question 13: Which of the following is NOT an aim of the Change Managemen...
Question 14: Which one of the following does service metrics measure?...
Question 15: What is the objective of Access Management?...
Question 16: Which statement about IT service-management is CORRECT?...
Question 17: Which one of the following is the BEST description of a rela...
Question 18: Staff in an IT department are experts in managing specific t...
Question 19: How should entries in the CSI register be categorized?...
Question 20: Which of the following BEST describes partners' in the phras...
Question 21: Which of the following is MOST concerned with the design of ...
Question 22: A known IT service stops performing during normal business h...
Question 23: Which of the following statements is CORRECT for every proce...
Question 24: Which of the following are goals of Service Operation? (1) T...
Question 25: Which of the following are included within Release and Deplo...
Question 26: Which of the following activities would be performed by a pr...
Question 27: Which one of the following is the BEST definition of reliabi...
Question 28: Where should the following information be stored? 1. The exp...
Question 29: Which one of the following is an objective of service transi...
Question 30: Which of the following is NOT an objective of request fulfil...
Question 31: Which of the following activities are helped by recording re...
Question 32: What are the processes within Service Operation?...
Question 33: What must a service level agreement (SLA) define?...
Question 34: What should be documented as part of every process?...
Question 35: What is the ITIL guidance relating to the closure of resolve...
Question 36: Match the following activities with the Deming Cycle stages ...
Question 37: Availability management is directly responsible for the avai...
Question 38: Which of the following BEST describes service strategies val...
Question 39: ITSM concepts are often described in the context of only one...
Question 40: Which one of the following is NOT a characteristic of a proc...
Question 41: Which of the following is the BEST description of a Business...
Question 42: What is the definition of an Alert?...
Question 43: Customer perceptions and business outcomes help lo define wh...
Question 44: Which one of the following statements BEST describes a defin...
Question 45: Which is NOT a service desk type described in the ITIL servi...
Question 46: A configuration model can be used to help (1) Assess the imp...
Question 47: With which process is problem management likely to share cat...
Question 48: Which one of the following do technology metrics measure?...
Question 49: Which of the following are benefits to the business of imple...
Question 50: Which of the following are managed by facilities management?...
Question 51: The goal of which process is: "To improve the quality of man...
Question 52: Which describes an interface of incident management with ser...
Question 53: Implementation of ITIL Service Management requires preparing...
Question 54: Which is NOT an example of a pattern of business activity (P...
Question 55: Which one of the following is NOT an objective of problem ma...
Question 56: Which are the elements of process control?...
Question 57: Which function or process would provide staff to monitor eve...
Question 58: What are the categories of event described in the ITIL servi...
Question 59: Which process is used to compare the value that new services...
Question 60: Which of the following is NOT a benefit of using public fram...
Question 61: Which stage of the service lifecycle is MOST concerned with ...
Question 62: Which of the following BEST describes a problem?...
Question 63: Service transition contains detailed descriptions of which p...
Question 64: Which of the following is a responsibility of Supplier Manag...
Question 65: Which is an objective of access management?...
Question 66: What is the BEST description of the purpose of the service o...
Question 67: Which process analyzes services that are no longer viable an...
Question 68: Which is the correct explanation of the 'R' role in a RACI m...
Question 69: Which of the following is the BEST reason for categorizing i...
Question 70: Which of the following can include steps that will help to r...
Question 71: Which describes a proactive trigger for problem management?...
Question 72: In which document would you expect to see an overview of act...
Question 73: Which one of the following includes four stages called Plan,...
Question 74: What is NOT within the scope of service catalogue management...
Question 75: Which statement about stakeholders is TRUE?...
Question 76: Which of the following would be carried out as part of a pos...
Question 77: A Service Level Agreement is?
Question 78: The group that authorizes changes that must be installed fas...
Question 79: Which one of the following would NOT involve event managemen...
Question 80: Which term is used to describe the prediction and control of...
Question 81: Which one of the following is the BEST definition of the ter...
Question 82: Which is NOT a purpose of a Product Description?...
Question 83: A process owner has been identified with an "I" in a RACI ma...
Question 84: Which process would ensure that utility and warranty require...
Question 85: A Service design package (SDP) would normally be produced fo...
Question 86: Which is the first step in the 7 Step Improvement Process?...
Question 87: Which is the CORRECT list of the three levels of a multi-lev...
Question 88: Which one of the following is the BEST description of a majo...
Question 89: Which one of the following functions would be responsible fo...
Question 90: Which of the following are sources of best practice? 1. Acad...
Question 91: In the phrase "People, Processes, Products and Partners". Pr...
Question 92: Which one of the following statements is CORRECT?...
Question 93: Which of the following is an objective/are objectives of the...
Question 94: Which role is responsible for carrying out the activities of...
Question 95: Configuration Management Databases (CMDBs) and the Configura...
Question 96: Which is the CORRECT list of metrics to support CSI activiti...
Question 97: What are sources of best practice?...
Question 98: Understanding what to measure and why it is being measured a...
Question 99: Which are phases of the release and deployment process? 1. R...
Question 100: Which one of the following is an objective of service catalo...
Question 101: What is the name of the group that should review changes tha...
Question 102: Which one of the following activities are carried out during...
Question 103: Check, Act and Plan are three of the stages of the Deming Cy...
Question 104: Which statement should NOT be part of the value proposition ...
Question 105: What BEST describes the value of service transition to the b...
Question 106: Which statement about metrics is CORRECT?...
Question 107: Which of the following is the BEST description of a service-...
Question 108: What are the two MAIN types of activity in problem managemen...
Question 109: Which types of communication would the functions within serv...
Question 110: Which of the following combinations covers all the roles in ...
Question 111: Which one of the following is the BEST description of a serv...
Question 112: From the perspective of the service provider, who is the per...
Question 113: Which of the following is NOT an objective of the operations...
Question 114: What type of improvement should be achieved by using the Dem...
Question 115: Which of the following statements BEST describes the aims of...
Question 116: Which is a recommended response type to respond to either a ...
Question 117: Which statement BEST describes the stakeholders in service m...
Question 118: Which of the following statements MOST correctly identifies ...
Question 119: Application Management plays a role in all applications. One...
Question 120: What BEST describes the purpose of analyzing risk?...
Question 121: How does Problem Management work with Change Management?...
Question 122: What is the definition of a service improvement plan (SIP)?...
Question 123: Which of the following is the BEST definition of an event?...
Question 124: What is a change of state that has significance for the mana...
Question 125: Which of the following models would be MOST useful in helpin...
Question 126: When should a known error be raised?...
Question 127: What BEST describes the customers and users of an IT service...
Question 128: Which of the following are aspects of Service Design? (1) Ar...
Question 129: In many organizations the role of Incident Manager is assign...
Question 130: Which of the following is the correct definition of an outco...
Question 131: Where should all master copies of controlled software and do...
Question 132: Identity and Rights are two major concepts involved in which...
Question 133: Which of the following statements about incident reporting a...
Question 134: To add value to the business, what are the four reasons to m...
Question 135: In which core ITIL publication can you find detailed descrip...
Question 136: The experiences, ideas, insights and values of individuals a...
Question 137: The positive effect that customers perceive a service can ha...
Question 138: What type of services are NOT directly used by the business ...
Question 139: Service design emphasizes the importance of the "Four Ps". T...
Question 140: Where are the details of core and enhancing services provide...
Question 141: Which of the following BEST describes a Change Authority?...
Question 142: Which of the following statements correctly states the relat...
Question 143: Which stage of the change management process deals with what...
Question 144: Which stage of the continual service improvement (CSI) appro...
Question 145: Which three types of metric support Continual Service Improv...
Question 146: Which one of the following is the purpose of service level m...
Question 147: Which statement about the known error database (KEDB) is COR...
Question 148: Which process lists "Understanding patterns of business acti...
Question 149: An IT department is under pressure to cut costs. As a result...
Question 150: Which one of the following statements about incident reporti...
Question 151: Which process would seek to understand levels of customer sa...
Question 152: Which of the following form part of the five major aspects o...
Question 153: Which statement BEST describes the value of service strategy...
Question 154: In which core publication can you find detailed descriptions...
Question 155: What guidance does ITIL give on the frequency of production ...
Question 156: The BEST description of an incident is:...
Question 157: Which of the following statements is CORRECT?...
Question 158: Which stage of the service lifecycle includes the scope of s...
Question 159: Which role is accountable for a specific service within an o...
Question 160: Which process works with incident management to ensure that ...
Question 161: Which of the following are types of service defined in ITIL?...
Question 162: Which of the following do Service Metrics measure?...
Question 163: What are the categories of event described in the UIL servic...
Question 164: The BEST processes to automate are those that are:...
Question 165: Which is responsible for the production of the service desig...
Question 166: Which of the following would commonly be in a contract under...
Question 167: Which process is responsible for dealing with complaints, co...
Question 168: Which tool helps with defining accountability and responsibi...
Question 169: Which process would you MOST expect to be involved in the ma...
Question 170: Which of the following is an example of proactive problem ma...
Question 171: What are the three types of metrics that an organization sho...
Question 172: Which one of the following is NOT a responsibility of the se...
Question 173: Which of the following would be examined by a major problem ...
Question 174: Which process would maintain policies, standards and models ...
Question 175: What is the Service Pipeline?
Question 176: Which process is responsible for low risk, frequently occurr...
Question 177: Which of the following statements is CORRECT?...
Question 178: What are customers of IT services who work in the same organ...
Question 179: What would be the next step in the continual service improve...
Question 180: Which is a responsibility of a customer within the service l...
Question 181: Which of the following CANNOT be provided by a tool?...
Question 182: Which is an outcome of service design?...
Question 183: Which process analyses services that are no longer viable an...
Question 184: Which process will perform risk analysis and review of all s...
Question 185: Which of the following identify the purpose of business rela...
Question 186: Which of the following is NOT an objective of the Operations...
Question 187: In Service Operation, if too much emphasis is placed on 'Sta...
Question 188: Which process is responsible for managing relationships with...
Question 189: Which of the following defines the level of protection in In...
Question 190: Which document shows a detailed analysis of business impact ...
Question 191: Which of the following is the best definition of service man...
Question 192: Which reason describes why ITIL is so successful?...
Question 193: Which is NOT a sub-process of capacity management?...
Question 194: What are the three service provider business models?...
Question 195: What is a RACI model used for?
Question 196: Which of the following should be considered when designing m...
Question 197: What is the BEST description of an operational level agreeme...
Question 198: Which of the following is NOT an example of Self-Help capabi...
Question 199: What should the IT service continuity process primarily supp...
Question 200: How many people should be accountable for a process as defin...
Question 201: Which of the following is NOT a recognized example of a serv...
Question 202: Which of the following statements about processes is INCORRE...
Question 203: When should tests for a new service be designed?...
Question 204: Which of the following provides the PRIMARY source of guidan...
Question 205: Which of the following service desk organizational structure...
Question 206: Which of the following processes contributes MOST to quantif...
Question 207: Which one of the following activities is NOT part of the Dem...
Question 208: In terms of adding value to the business, which one of the f...
Question 209: Which of the following statements about standard changes are...
Question 210: Which of the following statements about processes is INCORRE...
Question 211: Which statement about services is CORRECT?...
Question 212: Event management, problem management, access management and ...
Question 213: Which of the following sentences BEST describes a Standard C...
Question 214: What three elements make up the Service Portfolio?...
Question 215: What body exists to support the authorization of changes and...
Question 216: Which statement about the 'four Ps" of service design is COR...
Question 217: Why are public frameworks, such as 1TIL, attractive when com...
Question 218: Defining the processes needed to operate a new service is pa...
Question 219: Which of the following should be done when closing an incide...
Question 220: How are groups, teams, departments and divisions classified?...
Question 221: Which is an important principle of communication in service ...
Question 222: Which of the following is concerned with fairness and transp...
Question 223: Which of the following statements about communication within...
Question 224: Which is NOT an objective of the change management process?...
Question 225: Which stage of the service lifecycle identifies, defines and...
Question 226: Which of the following should NOT be a concern of Risk Manag...
Question 227: Which of the following are basic concepts used in access man...
Question 228: Which process is responsible for the availability, confident...
Question 229: Which is one of the five aspects of service design?...
Question 230: Which is an example of improving service utility using servi...
Question 231: What is IT Governance concerned with?...
Question 232: Which of the following BEST describes the purpose of access ...
Question 233: Which is NOT a structure of service desk that is described i...
Question 234: Which of the following types of service should be included i...
Question 235: A known error has been created after diagnosis of a problem ...
Question 236: Which Service Design process makes the most use of data supp...
Question 237: Access management is responsible for executing the policies ...
Question 238: Which service transition process provides guidance about con...
Question 239: What are customers of an IT service provider who purchase se...
Question 240: Understanding the level of risk during and after change and ...
Question 241: Service Acceptance criteria are used to?...
Question 242: Which of the following statements describes the objectives o...
Question 243: Which of the following is NOT part of the Service Design pha...
Question 244: What is the BEST description of a change proposal?...
Question 245: Which of the following provide value to the business from se...
Question 246: Which stage of the service lifecycle includes catalogue mana...
Question 247: Effective release and deployment management enables the serv...
Question 248: Which process is responsible for controlling, recording and ...
Question 249: In service design, which term describes services, technologi...
Question 250: Which one of the following is the CORRECT set of steps for t...
Question 251: Which of the following identifies the purpose of design coor...
Question 252: Which of the following could BEST be described as "A decisio...
Question 253: Which one of the following activities does application manag...
Question 254: Which CSI step would define metrics be appropriate for?...
Question 255: Which of the following are objectives of service level manag...
Question 256: What processes represent the scope of financial management f...
Question 257: An incident is proving difficult to resolve. A technician in...
Question 258: Within the Continual Service Improvement (CSI) 7 step improv...
Question 259: Which process is responsible for sourcing and delivering com...
Question 260: Which of the following should be documented in an incident m...
Question 261: What is a service delivered between two business units in th...
Question 262: Which process is responsible for frequently occurring change...
Question 263: What is the CORRECT definition of service management?...
Question 264: From the perspective of the service provider, what is the pe...
Question 265: Which statement about Service Asset and Configuration Manage...
Question 266: Which process is responsible for ensuring that appropriate t...
Question 267: What are underpinning contracts used to document?...
Question 268: Which is an objective of the design coordination process?...
Question 269: Which of the following describes risk proximity?...
Question 270: Which of the following would commonly be found in a contract...
Question 271: What service could include a differentiation as an "exciteme...
Question 272: Order the following continual service improvement (CSI) impl...
Question 273: Which areas are NOT measured by process KPIs? 1. Technology ...
Question 274: Which of the following are types of service defined in ITIL?...
Question 275: Which of the following questions does the guidance in servic...
Question 276: Effective Service Transition can significantly improve a ser...
Question 277: Which of the following is NOT an objective of Continual Serv...
Question 278: Undertaking a gap analysis is a key activity within which pa...
Question 279: Why is ITIL successful?
Question 280: Which statement BEST describes the value of the service tran...
Question 281: What MAIN factors are considered to assess the priority of a...
Question 282: What does the 'C' in 'RACI' refer to?...
Question 283: What BEST describes the value of continual service improveme...
Question 284: Which of the following statements about the Service Portfoli...
Question 285: How is the Service Catalogue used to add value to the servic...
Question 286: Which of the following statements is INCORRECT?...
Question 287: Which areas of service management can benefit from automatio...
Question 288: Which process is responsible for controlling, recording and ...
Question 289: Which one of the following provides the CORRECT list of proc...
Question 290: Which of the following is NOT defined as part of every proce...
Question 291: Which of these would fall outside the scope of a typical ser...
Question 292: Which one of the following is NOT the responsibility of serv...
Question 293: Which process is responsible for discussing reports with cus...
Question 294: Consider the following list: 1. Change authority 2. Change m...
Question 295: What does the term "Wisdom" represent within the Data-to-Inf...
Question 296: The difference between a Service Level Agreement (SLA) and a...
Question 297: What is the BEST definition of a definitive media library?...
Question 298: Which one of the following contains information that is pass...
Question 299: The value created by a service is defined in terms of busine...
Question 300: Which process is responsible for eliminating recurring incid...
Question 301: Which of the following are classed as stakeholders in servic...
Question 302: Ensuring that the confidentiality, integrity and availabilit...
Question 303: What does the continual service improvement (CSI) approach e...
Question 304: What is the name given to the individual assigned to carry o...
Question 305: Which process is responsible to provide and maintain accurat...
Question 306: Which is the correct combination of items that makes up an I...
Question 307: Which statement about Business Cases is TRUE?...
Question 308: Which of the following BEST describes technical management?...
Question 309: Which of the following statements is CORRECT?...
Question 310: Identify the input to the Problem Management process....
Question 311: Which of the following are benefits to the business of imple...
Question 312: Which one of the following is concerned with policy and dire...
Question 313: The BEST description of the purpose of Service Operation is?...
Question 314: Which of the following provides resources to resolve operati...
Question 315: Which of the following options is a hierarchy that is used i...
Question 316: Which statement about change management is CORRECT?...
Question 317: Which of the following would NOT be contained in a release p...
Question 318: Which one of the following is the BEST description of a serv...
Question 319: What BEST describes the value of service operation to the bu...
Question 320: Can service operation improve efficiency in the business ope...
Question 321: What should a service design package (SDP) be produced for? ...
Question 322: Which of the following is NOT an objective of service transi...
Question 323: Which part of ITIL provides guidance in adapting good practi...
Question 324: Which of these statements about Service Desk staff is CORREC...
Question 325: What should a service always deliver to customers?...