Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which value chain activity ensures that service components meet agreed specifications?
Which is an example of improving service utility using service management automation?
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 joint activity performed by a service provider and service consumer ensures continual value co-creation?
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
What is the difference between the 'incident management' and 'service desk' practices?
Which is described by the 'organizations and people' dimension of service management?
Which practice ensures that a variety of access channels are available for users to report issues?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which is a financially valuable component that can contribute to the delivery of a service?
Which of the following is included in the purpose of the 'continual improvement' practice?
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 of the following includes configuring components and activities to facilitate outcomes for stakeholders?
What ensures that a service provider and a service consumer continually co-create value?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
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
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 using the minimum number of steps necessary to achieve an objective?
Which practice identifies metrics that reflect a customer experience of a service?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which guiding principle recommends standardizing and streamlining manual tasks?
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
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
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 value chain activity ensures a shared understanding of the current status and required direction for all products and services?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which practice recommends the use of event-based surveys to gather feedback from customers?
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
What is defined as a change of state that has significance for the management of an IT service?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
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TESTED 21 Nov 2024
