Which is a purpose of the 'service desk' practice?
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
How does information about problems and known errors contribute to 'incident management'?
Which guiding principle recommends coordinating all dimensions of service management?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
What is typically needed to assign complex incidents to support groups?
Which statement about a ‘continual improvement register’ is CORRECT?
Which dimension considers how knowledge assets should be protected?
What should be done for every problem?
Which service level metrics are BEST for measuring user experience?
Which practice updates information relating to symptoms and business impact?
Which statement about service desks is CORRECT?
Which practice owns and manages issues, queries and requests from users?
How should automation be implemented?
Which statement about the steps to fulfill a service request is CORRECT?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which is NOT a key focus of the 'information and technology' dimension?
When should a full risk assessment and authorization be carried out for a standard change?
Which of the following is an example of incident?
Which activity is NOT recommended by the start where you are' guiding principle?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which is a financially valuable component that can contribute to the delivery of a service?
What is used as a tool to help define and measure performance?
Which BEST describe the focus of the 'think and work holistically' principle?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which is a key requirement for successful service level agreements (SLAs)?
What is included in the purpose of the 'release management' practice?
Which practice handles all pre-defined user-initiated service actions?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
What is MOST LIKELY to be handled as a service request?
Which statement about outcomes is CORRECT?
Which is included in the purpose of the 'improve' value chain activity?
Which statement about the input and output of the value chain activities is CORRECT?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice balance management of risk with maximizing throughput?
Which of the following is the MOST important for effective incident management?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Where should all master copies of controlled software and documentation be stored?
How does categorization of incidents assist the 'incident management' practice?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
What is important for a ‘continual improvement register’ (CIR)?
Why should service desk staff detect recurring issues?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which is an objective of the design coordination process?
Which is an example of improving service utility using service management automation?
Which guiding principle focuses on reducing costs and human errors?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
Which statement about the ‘four Ps’ of service design is CORRECT?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
What is the purpose of the ‘problem management’ practice?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which practice forms a link between the service provider and the users of services?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which statement about value creating activities is CORRECT?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Which describes the 'plan' value chain activity?
What can be described as an operating model for the creating and management of products and services?
Which is an activity of the 'problem management' practice?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which guiding principle discourages 'silo activity'?
Which activity is part of the 'continual improvement' practice?
Which Guiding principle says that it is not usually necessary to build something new?
Which statement about problems is CORRECT?
What is a configuration item?
Which statement about service requests is CORRECT?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
How can a service consumer contnbute to the reduction of nsk?
Which statement about change authorities is CORRECT?
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