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NEW QUESTION 61
Which term relates to service levels aligned with the needs of service consumers?
- A. Cost
- B. Utility
- C. Service management
- D. Warranty
Answer: D
NEW QUESTION 62
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. values
- B. services
- C. assets
- D. elements
Answer: B
NEW QUESTION 63
Which dimension considers how knowledge assets should be protected?
- A. Partners and suppliers
- B. Organizations and people
- C. Value streams and processes
- D. Information and technology
Answer: D
NEW QUESTION 64
Which statement BEST describes a service request?
- A. A generic description for the many types of request for change (RFC) that are received by the IT organization
- B. A generic description for the many different types of demands that are placed upon the IT organization by the users
- C. A high priority RFC from a senior manager
- D. A request from a customer for a new service
Answer: B
NEW QUESTION 65
Which dimension includes activities and workflows?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: A
NEW QUESTION 66
Which guiding principle considers the importance of customer loyalty?
- A. Focus on value
- B. Optimize and automate
- C. Start where you are
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION 67
Which describes a standard change?
- A. A change that needs to be scheduled, assessed and authorized following a defined process
- B. A high-risk change that needs very thorough assessment
- C. A change that must be implemented as soon as possible
- D. A change that is typically implemented as a service request
Answer: D
NEW QUESTION 68
What are the MOST important skills required by service desk staff?
- A. Problem resolution skills
- B. Supplier management skills
- C. Technical skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 69
What are the three phases of 'problem management'?
- A. Incident management, problem management, change control
- B. Problem identification, problem control, error control
- C. Problem analysis, error identification, incident resolution
- D. Problem logging, problem classification, problem resolution
Answer: B
NEW QUESTION 70
Which is part of service provision?
- A. The joint activities performed to ensure continual value co-creation
- B. The management of resources configured to deliver the service
- C. The grouping of one or more services based on one or more products
- D. The management of resources needed to consume the service
Answer: B
NEW QUESTION 71
Which service level metrics are BEST for measuring user experience?
- A. Operational metrics
- B. Single system-based metrics
- C. Metrics for the percentage of uptime of a service
- D. Metrics linked to defined outcomes
Answer: D
NEW QUESTION 72
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be well-known and proven
- C. They should be complex and detailed
- D. They should be brief and simple
Answer: B
NEW QUESTION 73
Which describes a set of defined steps for implementing improvements?
- A. The `continual improvement register'
- B. The `improve' value chain activity
- C. The `continual improvement model'
- D. The `engage' value chain activity
Answer: C
NEW QUESTION 74
Which is an example of improving service utility using service management automation?
- A. Faster resource allocation
- B. Monitoring service availability
- C. Reducing the time to compile service data
- D. Pre-determined routing of a service request
Answer: A
NEW QUESTION 75
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be used to capture user demand
- B. There should only be one for the whole organization
- C. It should be re-prioritized as ideas are documented
- D. It should be managed at the senior level of the organization
Answer: C
NEW QUESTION 76
Which practice updates information relating to symptoms and business impact?
- A. Incident management
- B. Service request management
- C. Service level management
- D. Change control
Answer: A
NEW QUESTION 77
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. value
- B. users
- C. costs
- D. performances
Answer: D
NEW QUESTION 78
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
- A. Outsourced
- B. Local
- C. Virtual
- D. Centralized
Answer: A
NEW QUESTION 79
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure the utilization of a supplier's network
- B. Process metrics can be used to measure end-to-end service performance
- C. Technology metrics can be used to measure component performance and availability
- D. Technology metrics can be used to determine the overall health of a process
Answer: C
Explanation:
Explanation
NEW QUESTION 80
What is the CORRECT definition of service management?
- A. The capability of supplier to deliver services to providers in exchange for money
- B. A set of specialized organizational capabilities for delivering value to customers in the form of services
- C. The capability of service providers to minimize their costs without reducing the value of the services
- D. A set of specialized assets for transitioning services into the live operational environment
Answer: B
NEW QUESTION 81
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