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NEW QUESTION 1
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Plan
- B. Engage
- C. Obtain/build
- D. Deliver and support
Answer: D
NEW QUESTION 2
How should the workflow for a new service request be designed?
- A. Use a single workflow for all types of service request
- B. Leverage existing workflows whenever possible
- C. Use different workflows for each type of service request
- D. Avoid workflows for simple service requests
Answer: B
NEW QUESTION 3
Which statement about the ‘continual improvement model’ is CORRECT?
- A. Organizations should work through the steps of the model in the sequence in which they are presented
- B. The flow of the model helps organizations to link improvements to its goals
- C. The model is applicable to only certain parts of the service value system
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: B
NEW QUESTION 4
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?
- A. Service request management
- B. Incident management
- C. Service desk
- D. Change enablement
Answer: D
NEW QUESTION 5
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Start where you are
- B. Collaborate and promote visibility
- C. Keep it simple and practical
- D. Optimize and automate
Answer: C
NEW QUESTION 6
Which practice balance management of risk with maximizing throughput?
- A. Change enablement
- B. Continual improvement
- C. Incident management
- D. Problem management
Answer: A
Explanation:
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
NEW QUESTION 7
Which is a use of a change schedule?
- A. Speeding up the planning and authorization of emergency changes
- B. Providing information about deployed changes to help manage incidents and problems
- C. Providing a means of initiating and assessing normal changes
- D. Tracking and managing improvement ideas from identification through to final action
Answer: B
NEW QUESTION 8
Which statement about the ‘four Ps’ of service design is CORRECT?
- A. Processes refers to skill and training
- B. Partners refers to suppliers and vendors
- C. People refers to technology and tools
- D. Products refers to producers and metrics
Answer: B
Explanation:
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NEW QUESTION 9
Which practice identifies metrics that reflect a customer experience of a service?
- A. Continual improvement
- B. Service level management
- C. Service desk
- D. Problem management
Answer: B
NEW QUESTION 10
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
- A. plans
- B. measurement
- C. process
- D. tools
Answer: B
NEW QUESTION 11
Which guiding principle recommends collecting data before deciding what can be re-used?
- A. Focus on value
- B. Keep it simple and practical
- C. Start where you are
- D. Progress interactively with feedback
Answer: C
NEW QUESTION 12
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
- A. a dedicated team
- B. a formal process
- C. detailed procedures
- D. a value chain activity
Answer: C
NEW QUESTION 13
Which practice makes new services available for use?
- A. Change enablement
- B. Release management
- C. Deployment management
- D. IT asset management
Answer: B
NEW QUESTION 14
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
- A. Release management
- B. Supplier management
- C. Service management
- D. Relationship management
Answer: B
NEW QUESTION 15
Which statement about a service value stream is CORRECT?
- A. it uses inputs and outputs prescribed by ITIL
- B. It is a service value chain activity
- C. It integrates practices for a specific scenario
- D. It provides an operating model for service providers
Answer: C
NEW QUESTION 16
What are the types of asset management?
- A. IT asset management and software asset management
- B. Operational and technical management
- C. IT asset management and technical management
- D. Operational management and IT asset management
Answer: A
NEW QUESTION 17
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
- A. Creating targets based on the percentage of uptime of a service
- B. Understanding the ongoing requirements of customers
- C. Using complex technical terminology in service level agreements (SLAs)
- D. Measuring low-level operational activities
Answer: B
NEW QUESTION 18
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
- A. Incident management
- B. Change enablement
- C. Service level management
- D. Continual improvement
Answer: A
NEW QUESTION 19
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Service-based SLA view
- B. Wholesale customer view
- C. Retail customer view
- D. Supporting services view
Answer: D
NEW QUESTION 20
Which statement about the ‘incident management’ practice is CORRECT?
- A. It identifies the cause of major incidents.
- B. It authorizes changes to resolve incidents.
- C. It maintains detailed procedures for diagnosing incidents.
- D. It resolves the highest impact incidents first.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 21
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