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What is defined as "any component that needs to be managed in order to deliver an IT service"?
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 is the MOST important stakeholder group that a service provider needs to collaborate with?
What ensures that a service provider and a service consumer continually co-create value?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which skill is an essential part of the 'service level management' practice?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which dimension includes the knowledge needed for the management of services?
Which practice ensures that a variety of access channels are available for users to report issues?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
What should be done first when applying the 'focus on value' guiding principle?
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 is included in the purpose of the ‘deliver and support’ value chain activity?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
Which practice has a strong influence on the user experience and perception of the service provider?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which dimension of service management considers how activities are coordinated?
Which dimension of service management considers the workflows and controls needed to deliver services?
What varies in size and complexity, and uses functions to achieve its objectives?
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
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
What should be done to determine the appropriate metrics for measuring a new service?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which guiding principle recommends coordinating all dimensions of service management?
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?
How does information about problems and known errors contribute to 'incident management'?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
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.
TESTED 19 Apr 2024