Professional Documents
Culture Documents
q125
NEW QUESTION: 1
Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service warranty
B. Costs removed from the consumer are part of the value proposition
C. Costs removed from the consumer are part of service consumption
D. Costs imposed on the consumer are costs of service utility
Answer: B (LEAVE A REPLY)
NEW QUESTION: 2
What are 'engage', 'plan' and 'improve' examples of?
A. Change control
B. Service value chain inputs
C. Service level management
D. Service value chain activities
Answer: (SHOW ANSWER)
NEW QUESTION: 3
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. An assessment of how all the parts of an organization will affect an improvement
initiative
B. A current state assessment that is carried out at the start of an improvement initiative
C. The identification of all interested parts at the start of an improvement initiative
D. An improvement initiative that is broken into a number of manageable sections
Answer: (SHOW ANSWER)
NEW QUESTION: 4
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: (SHOW ANSWER)
Explanation
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NEW QUESTION: 5
What is the purpose of the 'information security management1 practice?
A. To protect the information needed by the organization to conduct its business
B. To plan and manage the full lifecycle of all IT assets
C. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
D. To observe services and service components
Answer: (SHOW ANSWER)
NEW QUESTION: 6
What impact does automation have on a service desk?
A. Increased phone contact and a reduced ability to focus on user experience
B. Ability to work from multiple locations, geographically dispersed
C. Less low level work and a greater ability to focus on user experience
D. Ability to work from a single centralised location
Answer: (SHOW ANSWER)
NEW QUESTION: 7
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 control
A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3
Answer: B (LEAVE A REPLY)
NEW QUESTION: 8
Which practice has a purpose that includes maximizing success by ensuring that risks
have been properly assessed?
A. Relationship management
B. Change control
C. Release management
D. Monitoring and event management
Answer: B (LEAVE A REPLY)
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-
itsm/
NEW QUESTION: 9
Which dimension of service management considers the workflows and controls needed to
deliver services?
A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Answer: D (LEAVE A REPLY)
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-
service-management
NEW QUESTION: 10
Which statement about the 'change enablement' practice is CORRECT?
A. There should be a separate change authority for standard changes which includes
senior managers who understand the risks involved
B. Standard changes are those that need to be scheduled, assessed and authorized
following a standard process
C. Assessment and authorization of normal changes should be expedited to ensure they
can be implemented quickly
D. Normal changes are triggered by the creation of a change request which can be created
manually or automated
Answer: D (LEAVE A REPLY)
NEW QUESTION: 11
Which is a key requirement for a successful service level agreement?
A. It should be based on the service provider's view of the service
B. It should be written in legal language
C. It should relate to simple operational metrics
D. It should be simply written and easy to understand
Answer: (SHOW ANSWER)
NEW QUESTION: 12
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. tools
B. measurement
C. process
D. plans
Answer: (SHOW ANSWER)
NEW QUESTION: 13
A major incident has been closed, but there is a risk that it might happen again. How
should this be logged and managed?
A. As a change request
B. As a service request
C. As an event
D. As a problem
Answer: D (LEAVE A REPLY)
NEW QUESTION: 14
Which practice has a strong influence on the user experience and perception of the service
provider?
A. Change enablement
B. Supplier management
C. Service level management
D. Service desk
Answer: D (LEAVE A REPLY)
NEW QUESTION: 15
Which dimension focuses on relationships with other organizations that are involved in the
design, development, deployment and delivery of services?
A. Information and technology
B. Value streams and processes
C. Partners and suppliers
D. Organizations and people
Answer: C (LEAVE A REPLY)
NEW QUESTION: 16
Which statement about outcome is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes give service consumers assurance of products or services
C. Outcomes use activities to produce tangible or intangible deliverables
D. Outcomes help a service consumer to assess the cost of a specific activity
Answer: A (LEAVE A REPLY)
NEW QUESTION: 17
How does information about problems and known errors contribute to 'incident
management'?
A. It removes the need for collaboration during incident resolution
B. It enables quick and efficient diagnosis of incidents
C. It enables the reassessment of known erros
D. It removes the need for regular customer updates
Answer: (SHOW ANSWER)
NEW QUESTION: 18
Which of the following can be used to access service desks?
A. Phone calls
B. Email
C. Text and social media messaging
D. All of the above
Answer: (SHOW ANSWER)
NEW QUESTION: 19
Which practice requires skills and competencies related to business analysis, supplier
management and relationship management?
A. Monitoring and event management
B. Incident management
C. Service level management
D. IT asset management
Answer: C (LEAVE A REPLY)
Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-
combination-for-it- businesses/
NEW QUESTION: 20
Which value chain activity ensures that service components meet agreed specifications?
A. Deliver and support
B. Plan
C. Design and transition
D. Obtain/build
Answer: (SHOW ANSWER)
NEW QUESTION: 21
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. performances
B. costs
C. users
D. value
Answer: A (LEAVE A REPLY)
NEW QUESTION: 22
Which practice uses technologies such as intelligent telephony systems, a knowledge base
and monitoring tools?
A. Service configuration management
B. Deployment management
C. Problem management
D. Service desk
Answer: D (LEAVE A REPLY)
NEW QUESTION: 23
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An event
B. A change
C. An incident
D. A problem
Answer: C (LEAVE A REPLY)
NEW QUESTION: 24
Which value chain activity communicates the current status of all four dimensions of
service management?
A. Improve
B. Obtain/build
C. Engage
D. Plan
Answer: D (LEAVE A REPLY)
NEW QUESTION: 25
Which activity is part of the 'continual improvement' practice?
A. Providing a clear path for users to report issues, queries, and requests
B. Populating and maintaining the asset register
C. Identifying and logging opportunities
D. Delivering tactical and operational engagement with customers
Answer: C (LEAVE A REPLY)
NEW QUESTION: 26
Which statement about metrics is CORRECT?
A. Technology metrics can be used to measure component performance and availability
B. Process metrics can be used to measure end-to-end service performance
C. Technology metrics can be used to determine the overall health of a process
D. Process metrics can be used to measure the utilization of a supplier's network
Answer: A (LEAVE A REPLY)
NEW QUESTION: 27
What takes place in the "Did we get there?" step of the continual service improvement
(CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
Answer: (SHOW ANSWER)
Explanation
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NEW QUESTION: 28
What should a release policy include?
A. The naming convention and expected frequency of each type of release
B. The process owner and process manager for each type of release
C. The naming convention for all configuration items (CI) recorded in the configuration
management system (CMS)
D. The roles and responsibilities for incident and problem resolution
Answer: (SHOW ANSWER)
NEW QUESTION: 29
Which guiding principle emphasizes the need to understand the flow of work in progress,
identify bottlenecks, and uncover waste?
A. Think and work holistically
B. Keep it simple and practical
C. Focus on value
D. Collaborate and promote visibility
Answer: (SHOW ANSWER)
NEW QUESTION: 30
What is the definition of warranty?
A. A means of determining whether a service is fit for purpose
B. A means of identifying events that could cause harm or loss
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use
Answer: D (LEAVE A REPLY)
NEW QUESTION: 31
Which practice has a purpose that includes the handling of pre-defined, user-initiated
demands for service?
A. Service request management
B. Change enablement
C. Service configuration management
D. Deployment management
Answer: A (LEAVE A REPLY)
NEW QUESTION: 32
Which Practice includes management of workarounds and known errors?
A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management
Answer: (SHOW ANSWER)
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and managing workarounds and known
errors.
Problems are related to incidents, but it is important to differentiate them in the way they
are managed:
* Incidents have an impact on users or business processes, and must be resolved so that
normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to
identify the causes, develop workarounds, and recommend longer-term resolution. This
reduces the number and impact of future incidents.
NEW QUESTION: 33
What is the purpose of the 'deployment management' practice?
A. To make new or changed services available for use
B. To ensure services achieve agreed and expected performance
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
Answer: C (LEAVE A REPLY)
NEW QUESTION: 34
Which is part of the 'focus on value' guiding principle?
A. Understanding what services help the service consumer
B. Assessing services to identify parts that can be reused
C. Reducing the number of steps in the customer experience
D. Identifying activities that can be achieved in smaller iterations
Answer: A (LEAVE A REPLY)
NEW QUESTION: 35
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific [?] and risks.
A. utility
B. information
C. warranty
D. costs
Answer: (SHOW ANSWER)
NEW QUESTION: 36
Which dimension includes the knowledge needed for the management of services?
A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people
Answer: D (LEAVE A REPLY)
NEW QUESTION: 37
Which statement about the 'service request management' practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Financial authorization is sometimes required for service requests
D. Additional approval is sometimes needed for restoration of service
Answer: A (LEAVE A REPLY)
NEW QUESTION: 38
Which service management dimension is focused on activities and how these are
coordinated?
A. Value streams and processes
B. Partners and suppliers
C. Organizations and people
D. Information and technology
Answer: A (LEAVE A REPLY)
NEW QUESTION: 39
What considerations influence the supplier strategy of an organization?
A. Contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality
Answer: C (LEAVE A REPLY)
NEW QUESTION: 40
What is an IT asset?
A. Any component that needs to be managed in order to deliver a service
B. The removal of anything that could have a direct or indirect effect on services
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or
service
Answer: D (LEAVE A REPLY)
NEW QUESTION: 41
Which ITIL guiding principle recommends using existing services, processes and tools
when improving services?
A. Start where you are
B. Focus on value
C. Keep is simple and practical
D. Progress iteratively with feedback
Answer: (SHOW ANSWER)
NEW QUESTION: 42
Which of these should be logged and managed as a problem?
A. A monitoring tool detects a change of state for a service
B. Trend analysis shows a large number of similar incidents
C. A user requests delivery of a laptop
D. 'Continual improvement' needs to prioritize an improvement opportunity
Answer: (SHOW ANSWER)
NEW QUESTION: 43
Which competencies are required by the 'service level management' practice?
A. Incident analysis and prioritization
B. Business analysis and commercial management
C. Problem investigation and resolution
D. Balanced scorecard reviews and maturity assessment
Answer: B (LEAVE A REPLY)
NEW QUESTION: 44
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It ensures that all changes are authorized by the change advisory board (CAB)
C. It optimizes financial exposure
D. It ensures that service requests follow the normal change management process
Answer: (SHOW ANSWER)
NEW QUESTION: 45
Which usually requires a team of representatives from many stakeholder groups?
A. Investigating a major incident
B. Fulfilling a service request
C. Logging a new problem
D. Authorizing an emergency change
Answer: A (LEAVE A REPLY)
NEW QUESTION: 46
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate
and reliable information about the configuration of services, and the [?] that support them,
is available when and where it is needed.
A. assets
B. suppliers
C. CIs
D. customers
Answer: (SHOW ANSWER)
NEW QUESTION: 47
Which practice has a purpose that includes managing risks to confidentiality, integrity and
availability?
A. Change enablement
B. Information security management
C. Service configuration management
D. Problem management
Answer: (SHOW ANSWER)
NEW QUESTION: 48
What are the MOST important skills required by service desk staff?
A. Technical skills
B. Incident analysis skills
C. Problem resolution skills
D. Supplier management skills
Answer: (SHOW ANSWER)
NEW QUESTION: 49
Which is the CORRECT of the 'R' role in a RACI matrix?
A. This role is involved in providing knowledge and input
B. This role ensures the flow of information to stakeholders
C. This role has ownership of the end result
D. This role ensures that activities are executed correctly
Answer: (SHOW ANSWER)
NEW QUESTION: 50
Which is one of the five aspects of service design?
A. Corporate governance and policy
B. Management information systems and tools
C. Risk analysis and management approach
D. Management policy for business case creation
Answer: (SHOW ANSWER)
NEW QUESTION: 51
Which statement BEST describes the value of service strategy to the business?
A. It enables the service provider to understand what levels of service will make their
customers successful
B. It reduces unplanned costs through optimized handling of service outages
C. It allows higher volumes of successful change
D. It reduces the duration and frequency of service outages
Answer: A (LEAVE A REPLY)
NEW QUESTION: 52
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
A. 1 and 2
B. 3 and 4
C. 2 and 3
D. 1 and 4
Answer: D (LEAVE A REPLY)
NEW QUESTION: 53
Which practice owns and manages issues, queries and requests from users?
A. Problem management
B. Incident management
C. Service desk
D. Change control
Answer: C (LEAVE A REPLY)
NEW QUESTION: 54
An organization asks a stakeholder to review a planned change. Which guiding principle
does this demonstrate?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Keep it simple and practical
Answer: C (LEAVE A REPLY)
NEW QUESTION: 55
Which stage of the service lifecycle has the purpose of looking for ways to improve
process efficiency and cost effectiveness?
A. Service transition
B. Continual service improvement
D18912E1457D5D1DDCBD40AB3BF70D5D
C. Service strategy
D. Service operation
Answer: B (LEAVE A REPLY)
NEW QUESTION: 56
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Problem management
B. Continual improvement
C. Change control
D. Service desk
Answer: (SHOW ANSWER)
NEW QUESTION: 57
Which is a low risk change that has been pre-approved so that no additional authorization
is needed?
A. A standard change
B. A normal change
C. A change model
D. An emergency change
Answer: (SHOW ANSWER)
NEW QUESTION: 58
Which is the purpose of the 'monitoring and event management' practice?
A. To protect the information needed by the organization to conduct its business
B. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
C. To systematically observe services and service components, and record and report
selected changes of state
D. To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible
Answer: C (LEAVE A REPLY)
NEW QUESTION: 59
Which statement about 'continual improvement' is CORRECT?
A. All improvement ideas should be logged in a single 'continual improvement register'
B. 'Continual improvement' should have minimal interaction with other practices
C. Everyone in the organization is responsible for some aspects of 'continual improvement'
D. A single team should carry out 'continual improvement' across the organization
Answer: (SHOW ANSWER)
NEW QUESTION: 60
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's
information.
A. protect
B. provide
C. store
D. audit
Answer: A (LEAVE A REPLY)
NEW QUESTION: 61
Which role approves the cost of services?
A. User
B. Change authority
C. Customer
D. Sponsor
Answer: D (LEAVE A REPLY)
NEW QUESTION: 63
Which guiding principle recommends coordinating all dimensions of service management?
A. Keep it simple and practical
B. Progress iteratively with feedback
C. Start where you are
D. Think and work holistically
Answer: D (LEAVE A REPLY)
NEW QUESTION: 64
Which skill is an essential part of the 'service level management' practice?
A. Diagnosis
B. Listening
C. Technical knowledge
D. Problem analysis
Answer: B (LEAVE A REPLY)
NEW QUESTION: 65
How does a service consumer contribute to the reduction of disk?
A. By managing server hardware
B. By managing staff availability
C. By paying for the service
D. By communicating constraints
Answer: D (LEAVE A REPLY)
NEW QUESTION: 66
Which step of the continual improvement model includes baseline assessments?
A. What is the vision?
B. Where do we want to be?
C. Did we get there?
D. Where are we now?
Answer: (SHOW ANSWER)
NEW QUESTION: 67
What is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks?
A. Continual improvement
B. An IT asset
C. Service management
D. A service
Answer: D (LEAVE A REPLY)
NEW QUESTION: 68
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently so the resource required is reduced
B. Incidents with the lowest impact should be resolved first
C. The 'incident management' practice should use a single process regardless of the
impact of the incident
D. Low impact incidents should be resolved efficiently, making logging unnecessary
Answer: A (LEAVE A REPLY)
NEW QUESTION: 69
Which practice identifies metrics that reflect the customer's experience of a service?
A. Problem management
B. Continual improvement
C. Service desk
D. Service level management
Answer: (SHOW ANSWER)
NEW QUESTION: 70
What can be described as an operating model for the creation and management of
products and services?
A. Service value chain
B. Guiding principles
C. Practices
D. Governance
Answer: A (LEAVE A REPLY)
NEW QUESTION: 71
What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Standardizing practices and services
D. Determining where the most positive impact would be
Answer: (SHOW ANSWER)
NEW QUESTION: 72
Which statement about emergency changes is CORRECT?
A. Emergency changes must be fully documented before authorization and implementation
B. The assessment and authorization of emergency changes is expedited to ensure they
can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: B (LEAVE A REPLY)
NEW QUESTION: 73
Which statement about the automation of service requests is CORRECT?
A. Service requests and their fulfillment should be automated as much as possible
B. Service requests and their fulfillment should be carried out by service desk staff without
automation
C. Service requests that cannot be automated should be handled as incidents
D. Service requests that cannot be automated should be handled as problems
Answer: A (LEAVE A REPLY)
NEW QUESTION: 74
Which includes governance, management practices, and continual improvement?
A. The 'value stream and processes' dimension
B. The 'deliver and support' value chain activity
C. The service value system
D. The 'focus on value' guiding principle
Answer: C (LEAVE A REPLY)
NEW QUESTION: 75
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A. new methods
B. existing information
C. revised processes
D. additional measurements
Answer: B (LEAVE A REPLY)
NEW QUESTION: 76
What can be described as an operating model for the creating and management of
products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Answer: B (LEAVE A REPLY)
Reference:
https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-
itil-4.aspx
NEW QUESTION: 77
What happens if a workaround becomes the permanent way of dealing with a problem that
cannot be resolved cost-effectively?
A. Problem management restores the service as soon as possible
B. A change request is submitted to change control
C. The problem record is deleted
D. The problem remains in the known error status
Answer: (SHOW ANSWER)
NEW QUESTION: 78
Which statement about the 'continual improvement model' is CORRECT?
A. The flow of the model helps organizations to link improvements to its goals
B. Organizations should use an additional model or method to link improvements to
customer value
C. Organizations should work through the steps of the model in the sequence in which they
are presented
D. The model is applicable to only certain parts of the service value system
Answer: C (LEAVE A REPLY)
NEW QUESTION: 79
What is the reason for using a balanced bundle of service metrics?
A. It provides an outcome-based view of services
B. It reduces the number of metrics that need to be collected
C. It facilitates the automatic collection of metrics
D. It reports each service element separately
Answer: A (LEAVE A REPLY)
NEW QUESTION: 80
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and change management
B. Supplier management and service level management
C. Supplier management and availability management
D. Availability management and service level management
Answer: B (LEAVE A REPLY)
NEW QUESTION: 81
Which of the following is an example of workaround?
A. A server is restarted to resolve an incident
B. Server memory is increased when the server is unresponsive
C. An email server is restored after an incident is reported
D. A defective network switch is replaced with a new one
Answer: A (LEAVE A REPLY)
NEW QUESTION: 82
Which ITIL practice recommends performing service reviews to ensure that services
continue to meet the needs of the organization?
A. Service configuration management
B. Service level management
C. Service request management
D. Service desk
Answer: B (LEAVE A REPLY)
NEW QUESTION: 83
Which practice involves the management of vulnerabilities that were not identified before
the service went live?
A. Service request management
B. Change control
C. Problem management
D. Service level management
Answer: C (LEAVE A REPLY)
NEW QUESTION: 84
What is the CORRECT definition of service management?
A. A set of specialized organizational capabilities for delivering value to customers in the
form of services
B. The capability of service providers to minimize their costs without reducing the value of
the services
C. A set of specialized assets for transitioning services into the live operational
environment
D. The capability of supplier to deliver services to providers in exchange for money
Answer: A (LEAVE A REPLY)
NEW QUESTION: 85
Which practice has a purpose that includes observing a service to report selected changes
of state identified as events?
A. Information security management
B. Incident management
C. Monitoring and event management
D. Change control
Answer: (SHOW ANSWER)
NEW QUESTION: 86
Which gives a user access to a system?
A. Service requirement
B. Service consumption
C. Service agreement
D. Service provision
Answer: D (LEAVE A REPLY)
NEW QUESTION: 87
What is a definition of a problem?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item
(CI)
Answer: B (LEAVE A REPLY)
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION: 88
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its
users
D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer: D (LEAVE A REPLY)
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-
management-itil-4/
NEW QUESTION: 89
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
Answer: C (LEAVE A REPLY)
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-
concepts
NEW QUESTION: 90
How should the workflow for a new service request be designed?
A. Avoid workflows for simple service requests
B. Use a single workflow for all types of service request
C. Leverage existing workflows whenever possible
D. Use different workflows for each type of service request
Answer: C (LEAVE A REPLY)
NEW QUESTION: 91
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. Measuring low-level operational activities
C. Understanding the ongoing requirements of customers
D. Using complex technical terminology in service level agreements (SLAs)
Answer: (SHOW ANSWER)
NEW QUESTION: 93
What actions does a service desk take for all issues, queries and requests that are
reported to them?
A. Schedule, assess, authorize
B. Initiate, approve, fulfill
C. Acknowledge, classify, own
D. Diagnose, investigate, resolve
Answer: (SHOW ANSWER)
NEW QUESTION: 94
What should be used to set user expectations for request fulfilment times?
A. The consumer demand for the service
B. The time needed to realistically deliver the service
C. The time that the customer indicates for service delivery
D. The service levels of the supplier
Answer: B (LEAVE A REPLY)
NEW QUESTION: 95
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. Retail customer view
C. Supporting services view
D. Wholesale customer view
Answer: C (LEAVE A REPLY)
NEW QUESTION: 96
What are the ITIL guiding principles used for?
A. To direct and control an organization
B. To identify activities that an organization must perform in order to deliver a valuable
service
C. To ensure that an organization's performance continually meets stakeholders'
expectations
D. To help an organization make good decisions
Answer: D (LEAVE A REPLY)
NEW QUESTION: 97
Which dimension of service management considers governance, management, and
communication?
A. Value streams and processes
B. Organizations and people
C. Information and technology
D. Partners and suppliers
Answer: B (LEAVE A REPLY)
NEW QUESTION: 98
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To provide links to related changes and known errors
C. To ensure that incidents with highest impact are resolved first
D. To help information-sharing are learning
Answer: (SHOW ANSWER)
NEW QUESTION: 99
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be brief and simple
B. They should be well-known and proven
C. They should be complex and detailed
D. They should include incident handling
Answer: B (LEAVE A REPLY)