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Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which value chain activity communicates the current status of all four dimensions of service management?
What should be done first when applying the 'focus on value' guiding principle?
What type of change is often used for resolving incidents or implementing security patches?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which practice has a purpose that includes managing authentication and non-repudation?
Which is a financially valuable component that can contribute to the delivery of a service?
Which value chain activity is concerned with the availability of service components?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which practice forms a link between the service provider and the users of services?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which practice ensures that a variety of access channels are available for users to report issues?
Which of the following is the MOST important for effective incident management?
What is defined as an unplanned interruption or reduction in the quality of a service?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
What is the difference between the 'incident management' and 'service desk' practices?
Which term is used to describe removing something that could have an effect on a service?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
For which purpose would the continual improvement practice use a SWOT analysis?
Which statement about the input and output of the value chain activities is CORRECT?
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 process works with incident management to ensure that security breaches are detected and logged?
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
What does the 'service request management' practice depend on for maximum efficiency?
Which practice would help a user gain access to an application that they need to use?
Which is a recommendation of the guiding principle 'think and work holistically'?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
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 is a risk that might be removed from a service consumer by an IT service?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Which of the following is NOT recommended by the guiding principle 'start where you are?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which Guiding principle says that it is not usually necessary to build something new?
When should a full risk assessment and authorization be carried out for a standard change?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which guiding principle helps to ensure that better information is available for decision making?
Which activity captures the demand for incident resolution and service requests?
What should be done to determine the appropriate metrics for measuring a new service?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
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
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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 [?].
How does information about problems and known errors contribute to 'incident management'?
TESTED 17 May 2024