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NEW QUESTION 1
In service relationships, what is a benefit of identifying consumer roles?
- A. It enables effective stakeholder management
- B. It provides shared service expectations
- C. It removes constraints from the customer
- D. It enables a common definition of value
Answer: A
NEW QUESTION 2
Which does the ITIL service value system discourage?
- A. Coordinated authorities and responsibilities
- B. Organizational silos
- C. Interfaces among practices
- D. Organizational agility
Answer: B
Explanation:
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION 3
Which is an activity of the 'incident management" practice?
- A. Assessing and prioritizing improvement opportunities
- B. Performing service reviews with customers
- C. Providing good-quality updates when expected
- D. Automating service requests to the greatest degree possible
Answer: A
NEW QUESTION 4
Which describes outcomes?
- A. Tangible or intangible deliverables
- B. Results desired by a stakeholder
- C. Configuration of an organization's resources
- D. Functionality offered by a product or service
Answer: B
NEW QUESTION 5
Which is a key requirement for a successful service level agreement?
- A. It should be written in legal language
- B. It should be simply written and easy to understand
- C. It should be based on the service provider’s view of the service
- D. It should relate to simple operational metrics
Answer: B
NEW QUESTION 6
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
- A. To escalate an incident to a supplier or partner
- B. So users can resolve their own incidents with self-help
- C. To resolve a complex or major incident
- D. So customers and users are provided with timely updates
Answer: C
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. This may require a temporary team to work together, such as a major incident team or a swarming
team3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 – A Pocket Guide, page 32; ITIL Practice Guide: Incident Management, page 8.
NEW QUESTION 7
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Detection
- C. Prioritization
- D. Escalation
Answer: A
Explanation:
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NEW QUESTION 8
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.
- A. organizations
- B. outcomes
- C. IT assets
- D. services
Answer: C
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 36; ITIL® 4 Practice Guide: Service Configuration Management, page 7.
NEW QUESTION 9
Which term describes the functionality offered by a service?
- A. cost
- B. Utility
- C. Warranty
- D. Risk
Answer: B
NEW QUESTION 10
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
- A. 3 and 4
- B. 2 and 3
- C. 1 and 4
- D. 1 and 2
Answer: D
NEW QUESTION 11
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as incidents
- B. Service requests and their fulfillment should be automated as much as possible
- C. Service requests that cannot be automated should be handled as problems
- D. Service requests and their fulfillment should be carried out by service desk staff without automation
Answer: B
NEW QUESTION 12
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Organization and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: D
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 13
Who is responsible for defining metrics for change management?
- A. The change management process owner
- B. The change advisory board (CAB)
- C. The service owner
- D. The continual service improvement manager
Answer: A
NEW QUESTION 14
How should an organization prioritize incidents?
- A. Ask the user for their preferred resolution timeframe.
- B. Assess the availability of the appropriate support team.
- C. Use an agreed classification which is based on the business impact of the incident.
- D. Create an order of incidents based on the dates and times when they were logged.
Answer: C
NEW QUESTION 15
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. Service relationship management
- B. Service consumption
- C. The service value system
- D. The release management' practice
Answer: C
Explanation:
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services Meet the needs of its customers Satisfy the requirements of its stakeholders https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION 16
Which describes a CORRECT approach to change authorization?
- A. Changes included in the change schedule are pre-authorized and do not need additional authorization
- B. formal changes should be assessed and authorized before they are deployed
- C. Emergency changes should be authorized by as many people as possible to reduce risk
- D. formal changes are typically implemented as service requests and authorized by the service desk
Answer: B
NEW QUESTION 17
Which statement about emergency changes is CORRECT?
- A. The testing of emergency can be eliminated in order to implement the change quickly
- B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
- C. Emergency changes should be authorized and implemented as service requests
- D. Emergency changes must be fully documented before authorization and implementation
Answer: B
NEW QUESTION 18
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Improve
- B. Engage
- C. Obtain/build
- D. Plan
Answer: D
NEW QUESTION 19
Which statement about the service value chain is CORRECT?
- A. The service value chain converts value into demand
- B. Each value chain activity uses different combinations of practices to convert inputs into outputs
- C. Each value chain activity identifies a requirement for resources from an external supplier
- D. The service value chain uses value streams to describe a combination of consumers and providers
Answer: B
NEW QUESTION 20
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
- A. problem
- B. risk
- C. change
- D. configuration item
Answer: C
NEW QUESTION 21
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