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NEW QUESTION 1
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Organizations and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: D
Explanation:
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 2
Why should service desk staff detect recurring issues?
- A. To help identify problems
- B. To escalate incidents to the correct support team
- C. To ensure effective handling of service requests
- D. To engage the correct change authority
Answer: A
NEW QUESTION 3
What is an incident?
- A. The planned removal of an item that might affect a service
- B. A result enabled by one or more outputs
- C. A possible future event that could cause harm
- D. A service interruption resolved by the use of self-help tools
Answer: D
NEW QUESTION 4
Which is the BEST example of an emergency change?
- A. The implementation of a planned new release of a software application
- B. A low-risk computer upgrade implemented as a service request
- C. The implementation of a security patch to a critical software application
- D. A scheduled major hardware and software implementation
Answer: C
NEW QUESTION 5
Which is the BEST example of a standard change?
- A. The review and authorization of a change requested by a customer
- B. The implementation of a critical software patch in response to a vendor security Issue
- C. The Installation of a software application in response to a service request
- D. The replacement of a component in response to a major incident
Answer: C
NEW QUESTION 6
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Supplier management
- B. Service desk
- C. Problem management
- D. Relationship management
Answer: B
NEW QUESTION 7
Which statement about known errors and problems is CORRECT?
- A. Known error is the status assigned to a problem after it has been analysed
- B. A known error is the cause of one or more problems
- C. Known errors cause vulnerabilities, problems cause incidents
- D. Known errors are managed by technical staff, problems are managed by service management staff
Answer: A
NEW QUESTION 8
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
- A. Start where you are
- B. Collaborate and promote visibility
- C. Progress iteratively with feedback
- D. Think and work holistically
Answer: C
NEW QUESTION 9
Why should incidents be prioritized?
- A. To help automated matching of incidents to problems or known errors
- B. To identify which support team the incident should be escalated to
- C. To ensure that incidents with the highest business impact are resolved first
- D. To encourage a high level of collaboration within and between teams
Answer: C
NEW QUESTION 10
Which is the FIRST thing to consider when focusing on value?
- A. Identifying the service customer who will receive value
- B. Defining customer experience and user experience
- C. Understanding what is valuable to the service consumer
- D. Ensuring value is co-created by improvement initiatives.
Answer: A
Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer’s perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,va
NEW QUESTION 11
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
- A. Focus on value
- B. Start where you are
- C. Collaborate and promote visibility
- D. Progress iteratively with feedback
Answer: D
NEW QUESTION 12
Which are phases of the release and deployment process?
* 1. Release build and test
* 2. Review and close
* 3. Categorize and record
* 4. Change authorization and schedule
- A. 1 and 2
- B. 1 and 3
- C. 2 and 4
- D. 3 and 4
Answer: A
NEW QUESTION 13
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Service level management
- C. Incident management
- D. Change management
Answer: C
Explanation:
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 14
Which statement about change authorization is CORRECT?
- A. A change authority should be assigned to each type of change and change model
- B. Centralizing change authorization to a single person is the most effective means of authorization
- C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- D. Standard changes are high risk and should be authorized by the highest level of change authority
Answer: A
NEW QUESTION 15
Which facilitates outcomes that customers want to achieve?
- A. Service
- B. Warranty
- C. Organization
- D. IT asset
Answer: A
NEW QUESTION 16
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
- A. Focus on value
- B. Start where you are
- C. Think and work holisocally
- D. Optimize and automate
Answer: D
NEW QUESTION 17
Which is a purpose of the ‘service desk’ practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
- D. To establish and nurture the links between the organization and its stakeholders at strategic and tacticallevels
Answer: B
NEW QUESTION 18
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
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: A
NEW QUESTION 19
Which practices is MOST associate with the use of empathy to understand users?
- A. Service desk
- B. Continual improvement
- C. Service level management
- D. Change enablement
Answer: A
NEW QUESTION 20
Which is the BEST type of resource for investigating complex incidents?
- A. Self-help systems
- B. Knowledgeable support staff
- C. Detailed work instructions
- D. Disaster recovery plans
Answer: B
Explanation:
More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.
NEW QUESTION 21
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