Your Path to Success: How to Pass the ITIL ITIL-Foundation ITIL Foundation Certification - IT Service Management Exam

Pre-determined routing of a service request

Reducing the time to compile service data

Monitoring service availability

Faster resource allocation

Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist

Suspicion or detection of a cause of one or more incidents by the service desk

Trending of historical incident records to identify one or more underlying causes

A customer who has a contract with an internet service provider for a broadband connection

The HR department whose payroll service is provided by their organization’s IT department

An IT department that uses a network service obtained from a supplier

A retail bank that outsources its infrastructure to athird-party supplier

Following a full change advisory board (CAB) to resolve any outstanding agenda items.

During peak or holiday periods when emergencies are more likely to occur.

In an emergency when it is not possible to convene a full CAB.

Outside the normal working hours of the business unit.

Incident workarounds

Creating a problem record

Incident response times

The status of faulty Cis

The definitive media library.

The configuration management system.

The service portfolio.

The service catalogue.

An organization supplying services to only external customers.

The customer of an IT Service provider who defines and agrees the service targets.

The implementation and management of quality IT services that meet business needs.

The resources that are utilized to provide value to customers through services.

Technical and service

Resource and proactive

Reactive and technical

Proactive and reactive

Customer assets

Customer perceptions

Business activity

Business vision

Service transition

Service level management

Service operation.

Service Design.