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What should remain constant within an organization, even when the organization's objectives change?
Which Guiding principle says that it is not usually necessary to build something new?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
Which is included in the purpose of the ‘design and transition’ value chain activity?
Identify 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 services, and the [?] that support them, is available when and where it is needed.
Which of the following is the MOST important 'or effective incident management?
How does information about problems and known errors contribute to 'incident management'?
What should be used to set user expectations for request fulfilment times?
When is the earliest that a workaround can be documented in ‘problem management’?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
For which purpose would the continual improvement practice use a SWOT analysis?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
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 service value chain activity deals with the purchase of new products?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
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.
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What ensures that a service provider and a service consumer continually co-create value?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
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
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Identify 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 [?], and the CIs that support them, is available when and where it is needed.
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice identifies metrics that reflect a customer experience of a service?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which practice provides support for managing feedback, compliments and complaints from users?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which is an example of improving service utility using service management automation?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
A service offering may include, access to resources, and service actions, which is an example of a service action?
Where are the details of the required performance outcomes of a service denned?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
TESTED 05 May 2024