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Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which statement about IT service management is CORRECT?
D18912E1457D5D1DDCBD40AB3BF70D5D
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
How should an organization include third-party suppliers in the continual improvement of services?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
What are the KEY stakeholder groups mat service providers should cooperate with?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
How does information about problems and known errors contribute to 'incident management'?
Which dimension considers the application of artificial intelligence to service management?
What describes how components and activities work together to facilitate value creation?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
What varies in size and complexity, and uses functions to achieve its objectives?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which practice provides support for managing feedback, compliments and complaints from users?
Which is described by the ‘organizations and people’ dimension of service management?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which guiding principle helps to ensure that better information is available for decision making?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
For which purpose would the continual improvement practice use a SWOT analysis?
What is the difference between the 'incident management' and 'service desk' practices?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which activity is NOT recommended by the 'start where you are' guiding principle?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which value chain activity communicates the current status of all four dimensions of service management?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which Guiding principle says that it is not usually necessary to build something new?
What can be described as an operating model for the creation and management of products and services?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which is described by the 'organizations and people' dimension of service management?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which practice conducts reviews to validate that services are covering the needs of the customer?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice needs the right culture to be embedded across the entire organization?
TESTED 18 May 2024