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NEW QUESTION 1
Which two practices use workarounds?
- A. Change enablement and continual improvement
- B. Change enablement and problem management
- C. Problem management and incident management
- D. Incident management and continual improvement
Answer: C
NEW QUESTION 2
What should a release policy include?
- A. The process owner and process manager for each type of release
- B. The roles and responsibilities for incident and problem resolution
- C. The naming convention and expected frequency of each type of release
- D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)
Answer: C
NEW QUESTION 3
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?
- A. Service management
- B. Continual improvement
- C. A service
- D. An IT asset
Answer: C
NEW QUESTION 4
What should be done for every problem?
- A. It should have a workaround to reduce the impact
- B. It should be prioritized based on its potential impact and probability
- C. It should be resolved so that it can be closed
- D. It should be diagnosed to identify possible solutions
Answer: B
NEW QUESTION 5
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Defining the future desired state
- C. Tracking and managing ideas
- D. Ensuring everyone actively participates
Answer: A
Explanation:
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Im
NEW QUESTION 6
Which of the following can be used to access service desks?
- A. Phone calls
- B. All of the above
- C. Text and social media messaging
- D. Email
Answer: B
NEW QUESTION 7
Which is an activity of ‘problem identification’?
- A. Analyzing information from software developers
- B. Establishing problem workarounds
- C. Analyzing the cause of problems
- D. Establishing potential permanent solutions
Answer: A
NEW QUESTION 8
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Service desk
- B. Change enablement
- C. Service level management
- D. Supplier management
Answer: C
NEW QUESTION 9
Which dimension includes activities and workflows?
- A. Value streams and processes
- B. Partners and suppliers
- C. Information and technology
- D. Organizations and people
Answer: A
NEW QUESTION 10
How are target resolution times used in the 'incident management' practice?
- A. They are agreed, documented, and communicated to help set user expectations
- B. They are established, reviewed, and reported to ensure that customers are happy with the service
- C. They are initiated, approved, and managed to ensure that predictable responses are achieved
- D. They are scheduled, assessed and authorized to reduce the risk of service failures
Answer: A
NEW QUESTION 11
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring the continual improvement of practices across all value chain activities
- B. Ensuring that services continually meet expectations for quality, costs, and lime to market
- C. Ensuring a shared understanding of the improvement direction for services across the organization
- D. Ensuring continual engagement and good relationships with all stakeholders
Answer: A
Explanation:
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION 12
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. IT asset management
- B. Deployment management
- C. Continual management
- D. Monitoring and event management
Answer: A
Explanation:
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
NEW QUESTION 13
Which is part of the definition of a customer?
- A. The role that defines the requirements for a service
- B. A means of enabling value co-creation
- C. The role that authorizes budget for service consumption
- D. A set of specialized organizational capabilities for enabling value
Answer: A
NEW QUESTION 14
Which is a service request?
- A. Requesting a workaround for an issue
- B. Requesting information about how to create a document
- C. Requesting an enhancement to an application
- D. Requesting investigation of a degraded service
Answer: B
NEW QUESTION 15
Which dimension includes a workflow management system?
- A. Value streams and processes
- B. Partners and suppliers
- C. Information and technology
- D. Organizations and people
Answer: A
NEW QUESTION 16
Which statement about service relationship management is CORRECT?
- A. It focuses on the service actions performed by users
- B. It requires the service consumer to create resources for the service provider
- C. It requires co-operation of both the service provider and service consumer
- D. It focuses on the fulfilment of the agreed service actions
Answer: C
NEW QUESTION 17
Which two practices interact the MOST with the service desk practice?
- A. Incident management and service request management
- B. Service request management and deployment management
- C. Deployment management and change enablement
- D. Change enablement and incident management
Answer: A
NEW QUESTION 18
Which is the FIRST action when optimizing a service?
- A. Assess the current state
- B. Implement the improvement
- C. Understand the organizational context
- D. Agree the future state
Answer: C
Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION 19
Which skill is an essential part of the 'service level management' practice?
- A. Problem analysis
- B. Technical knowledge
- C. Listening
- D. Diagnosis
Answer: C
NEW QUESTION 20
What type of change is MOST likely to be managed as a service request?
- A. A standard change
- B. A normal change
- C. An emergency change
- D. An organizational change
Answer: B
NEW QUESTION 21
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