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NEW QUESTION 1
What should be done to determine the appropriate metrics for measuring a new service?
- A. Measuring the performance over the first six months, and basing a solution on the results
- B. Asking customers to provide numerical targets that meet their needs
- C. Using operational data to provide detailed service reports
- D. Asking customers open questions to establish their requirements
Answer: C
NEW QUESTION 2
Which service transition process provides guidance about converting data into information?
- A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
- B. Knowledge management
- C. Service validation and testing
- D. Service asset and configuration management
Answer: B
NEW QUESTION 3
Which practice is the responsibility of everyone in the organization?
- A. Change control
- B. Problem management
- C. Service level management
- D. Continual improvement
Answer: D
NEW QUESTION 4
Which BEST describe the focus of the 'think and work holistically' principle?
- A. Considering the existing organizational assets before building something new
- B. Integrating an organization’s activities to deliver value
- C. Eliminating unnecessary steps to deliver valuable outcomes
- D. Breaking down large initiative into smaller pieces of work
Answer: B
Explanation:
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.
NEW QUESTION 5
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A normal change
- B. An emergency change
- C. A standard change
- D. A change model
Answer: C
NEW QUESTION 6
A service offering may include, access to resources, and service actions, which is an example of a service action?
- A. A mobile phone enables a user to work remotely
- B. A password allows a user connect to a Wifi network
- C. A license allows a user to install a software product
- D. A service desk agent provides support to user.
Answer: D
NEW QUESTION 7
What does ‘change enablement’ PRIMARILY focus on?
- A. Changes to service levels
- B. Changes to products and services
- C. Changes to organizational structure
- D. Changes to skills and competencies
Answer: B
NEW QUESTION 8
Which should be handled by ‘service request management’?
- A. A request to implement a security patch
- B. A request to provide a laptop
- C. A request to resolve an error in a service
- D. A request to change a target in a service level agreement
Answer: B
Explanation:
Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION 9
Which of the following statements about change authorization is CORRECT?
- A. Every time a standard change is requested a change authority is assigned
- B. The technician making an emergency change can authorize such changes
- C. The change type and model is the basis for assigning the change authority
- D. Ensuring that changes are authorized after their deployment is done by the change authority
Answer: C
Explanation:
The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:
A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2. An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.
Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL® 4 – A Pocket Guide, page 39; ITIL® 4 Practice Guide: Change Enablement, page 7.
NEW QUESTION 10
What is an event?
- A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
- B. Any change of state that has significance for the management of a service or other configuration item
- C. Cause of one or more incidents
- D. An unplanned interruption to a service or reduction in the quality of a service
Answer: B
NEW QUESTION 11
Which dimension of service management considers how activities are coordinated?
- A. Organizations and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: D
NEW QUESTION 12
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
- A. costs
- B. users
- C. value
- D. performances
Answer: D
NEW QUESTION 13
Which service request management decisions require that policies are established'?
- A. Deciding how degradations of service are resolved
- B. Deciding how to handle service requests where the steps are unknown
- C. Deciding which service requests require approval
- D. Deciding when workarounds should be used
Answer: C
NEW QUESTION 14
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
- A. Communicate in a way the audience can hear
- B. Sometimes nothing from the current state can be re used
- C. If a practice is easier to follow it is more likely to be adopted
- D. Fast does not mean incomplete
Answer: C
NEW QUESTION 15
What is the primary focus of business capacity management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements ofIT technology
- B. Review of all capacity supplier agreements and underpinning contracts with supplier management
- C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- D. Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashion
Answer: D
NEW QUESTION 16
Which describes normal changes?
- A. Changes that need to be scheduled and assessed following a process
- B. Changes that are low-risk and pre-authorized
- C. Changes that are typically initiated as service requests
- D. Changes that must be implemented as soon as possible
Answer: A
NEW QUESTION 17
Which service level metrics are BEST for measuring user experience?
- A. Single system-based metrics
- B. Metrics for the percentage of uptime of a service
- C. Operational metrics
- D. Metrics linked to defined outcomes
Answer: D
NEW QUESTION 18
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Incident management
- B. Service Request management
- C. Change enablement
- D. Service request management
Answer: A
Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION 19
What does the 'service request management' practice depend on for maximum efficiency?
- A. Self-service tools
- B. Compliments and complaints
- C. Processes and procedures
- D. Incident management
Answer: C
NEW QUESTION 20
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Problem
- B. Incident
- C. Event
- D. Known error
Answer: A
NEW QUESTION 21
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