Which of the following is the correct list of functions described in ITIL?
A. Technical management function, facilities management function, service desk function
B. Infrastructure management function, desktop support function, application manage-
ment function, service desk function
C. Technical management function, operations management function, application man-
agement function, service desk
function
D. Infrastructure management function, service desk function, application development
function
Match the activities to the following functions.
1. Activity: Console management
2. Activity: Identifying functional and manageability requirements for application software
3. Activity: Providing a single point of contact
4. Activity: Designing and managing the infrastructure
a. Function: Service desk
b. Function: Technical
management
c. Function: Application management
d. Function: Operations management
A. 1d, 2a, 3c, 4b
B. 1d, 2c, 3a, 4b
C. 1a, 2b, 3c, 4d
D. 1b, 2c, 3d, 4a
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A. Event management, incident management, problem management, request fulfillment, and access management
B. Event management, incident management, change
management, and access management
C. Incident management, problem management, service desk, request fulfillment, and event management
D. Incident management, service desk, request fulfillment, access management, and event management
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B. Event Management, Incident Management, Change Management and
Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Event Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
Match the activities to the following functions:
1. Activity: Console management
2. Activity: Identifying functional and manageability requirements for application software
3. Activity: Providing single point of contact
4
Activity: Designing and managing the infrastructure
a. Functions: Service Desk
b. Functions: Technical management
c. Functions: Application management
d. Functions: Operations management
A. 1d, 2c, 3a, 4b
B. 1d, 2a, 3c, 4b
C. 1a, 2b, 3c, 4d
D. 1b, 2c, 3d, 4a
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