What should be included in every service level agreement?
Options are :
Details of the system-based metrics used
Clearly defined service outcomes (Correct)
A technical description of the service components
Legal language
Answer :Clearly defined service outcomes
Which is a benefit of using an IT service management tool to support incident management?
Options are :
It can ensure that incidents are resolved within agreed times
It can ensure that supplier contracts are aligned with the needs of the service provider
It can provide automated resolution and closure of complex incidents
It can provide automated matching of incidents to problems or known errors (Correct)
Answer :It can provide automated matching of incidents to problems or known errors
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Options are :
A service offering (Correct)
An outcome
Warranty of a service
Value
Answer :A service offering
Which is a key consideration for the guiding principle "keep it simple and practical"?
Options are :
Try to create a solution for every exception
Ignore conflicting objectives of different stakeholders
Start with a complex solution, then simplify
Understand how each element contributes to value creation (Correct)
Answer :Understand how each element contributes to value creation
How does "service request management" contribute to "design and transition" activity?
Options are :
By collecting user-specific request requirements
By initiating standard changes to fulfill service requests (Correct)
By providing service request trend and quality information
By acquiring pre-approved service components
Answer :By initiating standard changes to fulfill service requests
Which two needs should "change enablement" balance?
1. The need to assess risks and expected benefits
2. The need to manage a change schedule
3. The need to make beneficial changes
4. The need to protect customers and users
Options are :
1 and 4
1 and 2
3 and 4 (Correct)
2 and 3
Answer :3 and 4
What is the definition of warranty?
Options are :
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements (Correct)
The functionality offered by a product or service to meet a particular need
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
Answer :The assurance that a product or service will meet agreed requirements
Which is a purpose of the "service desk" practice?
Options are :
To set clear business-based targets for service performance
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests (Correct)
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Answer :To capture demand for incident resolution and service requests
Which practice is responsible for moving components to live environments?
Options are :
Change enablement
IT asset management
Deployment management (Correct)
Release management
Answer :Deployment management
Which describes the nature of the guiding principles?
Options are :
An organization will select one of the principles to adopt
Each guiding principle mandates specific actions and decisions
Guiding principles describe the processes that all organizations must adopt
A guiding principle can guide an organization in all circumstances (Correct)
Answer :A guiding principle can guide an organization in all circumstances
Which value chain activity ensures people understand the organization's vision?
Options are :
Deliver and support
Plan (Correct)
Obtain/build
Improve
Answer :Plan
How does "service request management" contribute to "obtain/build" value chain activity?
Options are :
It ensures users continue to be productive when they need assistance from the service provider
It acquires pre-approved service components to help fulfil service requests (Correct)
It analyzes data to identify opportunities to provide new service request options
It collects user-specific requirements, sets expectations and provides status updates
Answer :It acquires pre-approved service components to help fulfil service requests
Which value chain activity includes presenting workarounds to users via a service portal?
Options are :
Obtain/build
Engage (Correct)
Improve
Plan
Answer :Engage
Which practice has the purpose of making new and changed services and features available for use?
Options are :
Deployment management
Release management (Correct)
Service request management
Change control
Answer :Release management
Which value chain activity creates service components?
Options are :
Improve
Engage
Deliver and support
Obtain/build (Correct)
Answer :Obtain/build
Which is a recommendation of the "continual improvement" practice?
Options are :
External suppliers should be excluded from improvement initiatives
Continual improvement should be isolated from other practices
All improvements should be managed as multi-phase projects
There should be a small team dedicated to leading continual improvement efforts (Correct)
Answer :There should be a small team dedicated to leading continual improvement efforts
What is a standard change?
Options are :
A change that is assessed, authorized and scheduled as part of "continual improvement"
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn't need risk assessment because it is required to resolve an incident
A change that doesn't need risk assessment because the procedure has been pre-authorized (Correct)
Answer :A change that doesn't need risk assessment because the procedure has been pre-authorized
How does categorization of incidents assist incident management?
Options are :
It ensures that incidents are resolved in times agreed with the customer
It helps direct the incident to the correct support area (Correct)
It determines the priority assigned to the incident
It determines how the service provider is perceived
Answer :It helps direct the incident to the correct support area
What are the two types of cost that a service consumer should evaluate?
Options are :
The cost of purchasing software, and the cost of purchasing hardware
The cost of creating the service, and the cost charged for the service
The costs removed by the service, and the costs imposed by the service (Correct)
The cost of provisioning the service, and the cost of improving the service
Answer :The costs removed by the service, and the costs imposed by the service
What is defined as any valuable component that can contribute to the delivery of an IT product or service?
Options are :
Output
IT asset (Correct)
Configuration item
Outcome
Answer :IT asset
Which is NOT a key focus of the "information and technology" dimension?
Options are :
Security and compliance
Roles and responsibilities (Correct)
Workflow management and inventory systems
Communication systems and knowledge bases
Answer :Roles and responsibilities
What is the first step of the guiding principle "focus on value"?
Options are :
Determine who the service consumer is in each situation (Correct)
Identify all suppliers and partners that are involved in the service
Determine the cost of providing the service
Identify the outcomes that the service facilitates
Answer :Determine who the service consumer is in each situation
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement
Options are :
1 and 4 (Correct)
3 and 4
1 and 2
2 and 3
Answer :1 and 4
Which is NOT usually included as part of "incident management"?
Options are :
Use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents (Correct)
Scripts for collecting initial information about incidents
Formalized processes for logging incidents
Answer :Detailed procedures for the diagnosis of incidents
Which is a recommendation of the "service desk" practice?
Options are :
Service desks should always be a physical team in a single fixed location
Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business (Correct)
Answer :Service desks should have a practical understanding of the wider business
Which value chain activity includes negotiation of contracts and agreements with suppliers and partners?
Options are :
Design and transition
Obtain/build
Deliver and support
Engage (Correct)
Answer :Engage
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Options are :
Focus on value
Start where you are
Progress iteratively with feedback (Correct)
Collaborate and promote visibility
Answer :Progress iteratively with feedback
Which describes outcomes?
Options are :
Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder (Correct)
Configuration of an organization's resources
Answer :Results for a stakeholder
Which ITIL concept describes governance?
Options are :
The service value chain
The seven guiding principles
The four dimensions of service management
The service value system (Correct)
Answer :The service value system
Which statement about the value chain activities is CORRECT?
Options are :
A specific combination of value chain activities and practices forms a service relationship
Every practice belongs to a specific value chain activity
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs (Correct)
Answer :Each value chain activity contributes to the value chain by transforming specific inputs into outputs
Which practice provides a single point of contact for users?
Options are :
Incident management
Service request management
Service desk (Correct)
Change enablement
Answer :Service desk
Identify the missing word in the following sentence.
The purpose of the information security management practice is to [?] the organization's information.
Options are :
Provide
Audit
Protect (Correct)
Store
Answer :Protect
Which statement about a change authority is CORRECT?
Options are :
Normal changes are pre-authorized and do not need a change authority
Emergency changes can be implemented without authorization from a change authority
A change authority should be assigned for each type of change and change model (Correct)
A single change authority should be assigned to authorize all types of change and change models
Answer :A change authority should be assigned for each type of change and change model
Which describes the principle "think and work holistically"?
Options are :
Conducting a review of existing service management practices and decide what to keep and what to discard
Reviewing service management practices and removing any unnecessary complexity
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative (Correct)
Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Answer :Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
How should an organization adopt "continual improvement" methods?
Options are :
Select a few key methods to suit the types of improvement that the organization handles (Correct)
Use a new method for each improvement that the organization handles
Select a single method for all improvements that the organization handles
Build the capability to use as many improvement methods as possible
Answer :Select a few key methods to suit the types of improvement that the organization handles
What is the purpose of "supplier management"?
Options are :
To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services (Correct)
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities
Answer :To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
Options are :
Outcomes (Correct)
The utility
The warranty
Outputs
Answer :Outcomes
Andrea has been hired by your company to lead the process improvement efforts.
You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics.
What step of the continual improvement model is Andrea performing?
Options are :
What is the vision
How do we get there
Where do we want to be
Where are we now (Correct)
Answer :Where are we now
Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network.
What term best describes this scenario?
Options are :
Incident (Correct)
Event
Request
Problem
Answer :Incident
The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly.
The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced.
You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed.
How would you categorize the issue described in this scenario?
Options are :
Problem
Known error (Correct)
Workaround
Incident
Answer :Known error
Fill in the blank.
The purpose of a(n) [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Options are :
Practice
Service value chain
Activity
Service value system (Correct)
Answer :Service value system
You are working as a service desk analyst. You just received a change request to create a new user account.
What type of change would this be considered?
Options are :
Normal
Emergency
Standard (Correct)
Routine
Answer :Standard
Which guiding principle is most affected by the customer experience (CX)?
Options are :
Start where you are
Think and work holistically
Progress iteratively with feedback
Focus on value (Correct)
Answer :Focus on value
What is the purpose of the "service level management" practice?
Options are :
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets (Correct)
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer :Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Your company has five branch offices located across the country.
To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support.
What model of service desk is your company using?
Options are :
Local (Correct)
Follow-the-sun
Centralized
Virtual
Answer :Local
What term best describes a service that is "fit for use"?
Options are :
Warranty (Correct)
Outcome
Value
Utility
Answer :Warranty
Fill in the blank.
Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
Options are :
Creatively solved
Standardized (Correct)
Ignored
Uniquely handled
Answer :Standardized
Identify the missing word(s) in the following sentence.
A user is a person who uses [?].
Options are :
Outputs
Functionality
Services (Correct)
Products
Answer :Services
What is the purpose of the "service request management" practice?
Options are :
Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner (Correct)
Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
Answer :Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Stark Industries has two departments within the company: Training and Operations.
Which dimension of service management is focused on how a company structures its human resources?
Options are :
Value streams and processes
Partners and suppliers
Organizations and people (Correct)
Information and technology
Answer :Organizations and people
Which describes the assurance that a product or service will meet agreed requirements?
Options are :
Output
Warranty (Correct)
Value
Utility
Answer :Warranty
During incident management, what is it called when the incident is passed on to the next higher level of technician?
Options are :
Escalation (Correct)
Reduction
Promotion
Postponement
Answer :Escalation
You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals.
Which of the guiding principles should best be applied in your situation?
Options are :
Collaborate and promote visibility
Progress iteratively with feedback
Think and work holistically
Focus on value (Correct)
Answer :Focus on value
Which ITIL concept describes continual improvement?
Options are :
Guiding principles
Service value chain
Service value system (Correct)
Four dimensions of service management
Answer :Service value system
Stark Industries has just hired three new staff members.
The IT department at Stark Industries has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member.
What term best describes these activities performed by the IT department?
Options are :
Warranty of a service
Service consumption
Service provision (Correct)
Service offering
Answer :Service provision
Your laptop only has a 256GB of SSD storage installed.
You have been travelling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space.
You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space.
Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today.
How would you classify this situation and the solution recommended?
Options are :
Problem
Workaround
Incident
Known error (Correct)
Answer :Known error
What is the definition of an incident?
Options are :
The addition, modification, or removal of anything that could have a direct or indirect effect on services
A cause, or potential cause, of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service (Correct)
A problem that has been analyzed but has not been resolved
Answer :An unplanned interruption to a service or reduction in the quality of a service
Identify the missing word in the following sentence.
[?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
Options are :
Service level management
Service configuration management
IT asset management
Change control (Correct)
Answer :Change control
Which is a recommendation of the "service desk" practice?
Options are :
Service desks should have a practical understanding of the wider business (Correct)
Service desks should never use technologies such as SMS and chat functions
Service desks should always be a physical team in a single fixed location
Service desks should be highly technical functions
Answer :Service desks should have a practical understanding of the wider business
How does "service level management" contribute to the "engage" value chain activity?
Options are :
Provides feedback from interactions with customers into new or changed services
Collects feedback during interactions and communicates service performance objectives to the operations and support teams
Provides information about the actual service performance and trends
Collects and processes feedback from customers and users (Correct)
Answer :Collects and processes feedback from customers and users
What is a normal change?
Options are :
A change that is routine in nature, is fully documented, and the risks are well understood
A change that needs to be assessed, authorized, and scheduled by a change authority (Correct)
A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that doesn't need risk assessment because it is required to resolve an incident
Answer :A change that needs to be assessed, authorized, and scheduled by a change authority
Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"?
Options are :
Where are we now
What is the vision (Correct)
How do we get there
Where do we want to be
Answer :What is the vision
Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?
Options are :
Progress iteratively with feedback
Start where you are (Correct)
Optimize and automate
Focus on value
Answer :Start where you are
What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?
Options are :
Service Level Agreement (Correct)
Business Partnership Agreement
Memorandum of Understanding
Interconnection Service Agreement
Answer :Service Level Agreement
Your company has decided to install a service management tool that provides incident management as one of its functions.
What is the benefit of using an incident management system?
Options are :
It can provide automated matching of incidents to problems or known errors (Correct)
It can provide automated resolution and closure of complex incidents
The system can provide specialized knowledge for solving complicated incidents
It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
Answer :It can provide automated matching of incidents to problems or known errors
Andrea is leading an improvement initiative within your company.
She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Andrea decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months.
What step of the continual improvement model is Andrea currently in?
Options are :
Where are we now
What is the vision
Where do we want to be (Correct)
How do we get there
Answer :Where do we want to be
Which guiding principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?
Options are :
Start where you are (Correct)
Focus on value
Progress iteratively with feedback
Optimize and automate
Answer :Start where you are
Identify the missing word in the following sentence.
Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Options are :
Level (Correct)
Availability
Request
Capacity
Answer :Level
What is the main benefit of following the guiding principle of "progress iteratively with feedback"?
Options are :
Longer periods of time before a product is delivered
Faster responses to customers and business needs (Correct)
Overall lower quality in the project
Reduced flexibility
Answer :Faster responses to customers and business needs
Your organization has recently installed a brand new accounting program.
The program has many functions including one that creates a report that shows the "Profit and Loss (P&L)"' metrics for the month.
What term best describes the P&L report that is produced each month?
Options are :
Output (Correct)
Value
Cost
Outcome
Answer :Output
What is a standard change?
Options are :
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that is assessed, authorized, and scheduled as part of "continual improvement"
A change that is routine in nature, is fully documented, and the risks are well understood (Correct)
A change that doesn't need risk assessment because it is required to resolve an incident
Answer :A change that is routine in nature, is fully documented, and the risks are well understood
What does a centralized service desk require?
Options are :
Good workflow systems from routing and escalation (Correct)
Outsourced employees
Robotic process automation
Walk-in service hours
Answer :Good workflow systems from routing and escalation
Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base.
Which dimension of service management would this decision best be considered?
Options are :
Information and technology (Correct)
Partners and suppliers
Organizations and people
Value streams and processes
Answer :Information and technology
Identify the missing word in the following sentence.
[?] management is the practice of ensuring that all an organization's projects are successfully delivered.
Options are :
Project (Correct)
Incident
Event
Availability
Answer :Project
What is the purpose of the "change enablement" practice?
Options are :
Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes (Correct)
Making new and changed services and features available for use
Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
Answer :Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes
What should be included in every service level agreement?
Options are :
Suppliers contractual obligations
Partners contractual obligations
Clearly defined service outcomes (Correct)
Detailed metrics to capture availability of the system
Answer :Clearly defined service outcomes
Fill in the blank.
A guiding principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting service management.
Options are :
Governance
Recommendation (Correct)
Mandatory action
Prescriptive requirement
Answer :Recommendation
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Options are :
Service consumption
Service provision
Service offering
Service relationship management (Correct)
Answer :Service relationship management
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Options are :
Keep it simple and practical (Correct)
Collaborate and promote visibility
Start where you are
Optimize and automate
Answer :Keep it simple and practical
What is an IT asset?
Options are :
A request from a user mat initiates a service action
The removal of anything that could have a direct or indirect effect on services
Any financially valuable component that can contribute to delivery of an IT product or service (Correct)
Any component that needs to be managed in order to deliver a service
Answer :Any financially valuable component that can contribute to delivery of an IT product or service
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Options are :
Value streams and processes
Information and technology
Organizations and people
Partners and suppliers (Correct)
Answer :Partners and suppliers
Fill in the blanks. Service level is defined as one or more metrics that define expected or achieved service [?]
Options are :
Service outcomes
Service output
Service efficiency
Service quality (Correct)
Answer :Service quality
Which one of the following is NOT a valid purpose or objective of problem management?
Options are :
To manage problems throughout their lifecycle
To prevent problems and resultant incidents (Correct)
To restore service to a user
To eliminate recurring incidents
Answer :To prevent problems and resultant incidents
Which practice identifies metrics that reflect a customer experience of a service?
Options are :
Service level management (Correct)
Service desk
Problem management
Continual improvement.
Answer :Service level management
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Options are :
Service request management
Service desk
Service configuration management
Service level management (Correct)
Answer :Service level management
Which guiding principle recommends standardizing and streamlining manual tasks?
Options are :
Collaborate and promote visibility
Focus on value
Optimize and automate (Correct)
Think and work holistically
Answer :Optimize and automate
What are the types of asset management?
Options are :
IT asset management and technical management
IT asset management and software asset management (Correct)
Operational management and IT asset management
Operational and technical management
Answer :IT asset management and software asset management
Which competencies are required by the 'service level management' practice?
Options are :
Problem investigation and resolution
Business analysis and commercial management (Correct)
Balanced scorecard reviews and maturity assessment
Incident analysis and prioritization
Answer :Business analysis and commercial management
What is the effect of increased automation on the 'service desk' practice?
Options are :
Greater ability to focus on customer experience when personal contact is needed (Correct)
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
Decrease in self-service incident logging and resolution
Answer :Greater ability to focus on customer experience when personal contact is needed
Which describes normal changes?
Options are :
Changes that must be implemented as soon as possible
Changes that are typically initiated as service requests
Changes that are low-risk and pre-authorized
Changes that need to be scheduled and assessed following a process (Correct)
Answer :Changes that need to be scheduled and assessed following a process
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Options are :
Incident management
Monitoring and event management (Correct)
Change control
Information security management
Answer :Monitoring and event management
What is known as a configuration of an organization's resources designed to offer value for a consumer.
Options are :
Outcome
Value
Service
Product (Correct)
Answer :Product
Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
Options are :
the warranty
the utility
outputs
outcomes (Correct)
Answer :outcomes
Which practice provides support for managing feedback, compliments and complaints from users?
Options are :
Problem management
Change control
Service request management (Correct)
Incident management
Answer :Service request management
What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
Options are :
Organization (Correct)
Consumer
Service provider
Customer
Answer :Organization
What is NOT a phase in problem management?
Options are :
Error control
Problem classification (Correct)
Problem identification
Problem control
Answer :Problem classification
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Options are :
Service desk
Release management
Relationship management
IT asset management (Correct)
Answer :IT asset management
What are the two types of cost that a service consumer should evaluate?
Options are :
The cost of creating the service, and the cost charged for the service
The cost of provisioning the service, and the cost of improving the service
The costs removed by the service, and the costs imposed by the service (Correct)
The cost of purchasing software, and the cost of purchasing hardware
Answer :The costs removed by the service, and the costs imposed by the service
How does information about problems and known errors contribute to 'incident management'?
Options are :
It removes the need for regular customer updates
It enables quick and efficient diagnosis of incidents (Correct)
It enables the reassessment of known errors
It removes the need for collaboration during incident resolution
Answer :It enables quick and efficient diagnosis of incidents
You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
Options are :
Emergency
Normal (Correct)
Routine
Standard
Answer :Normal
ITIL Foundation Certification Exam Questions - Part 5
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