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What can be described as an operating model for the creation and management of products and services?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
What ensures that a service provider and a service consumer continually co-create value?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which of the following is included in the purpose of the 'continual improvement' practice?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Which is described by the 'organizations and people' dimension of service management?
Which practice's purpose includes creating closer more collaborative relationships?
Which practice ensures that a variety of access channels are available for users to report issues?
What are the KEY stakeholder groups mat service providers should cooperate with?
Which value chain activity is concerned with the availability of service components?
What can be described as an operating model for the creating and management of products and 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?
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?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which of the following terms is more suitable to describe the functionality of a service?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which Guiding principle says that it is not usually necessary to build something new?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which practice guarantees that users have a range of access channels to choose from to report problems?
What ensures that service providers and service consumers continue to create value together?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which term is used to describe removing something that could have an effect on a service?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which value chain activity ensures that service components meet agreed specifications?
What is defined as a change of state that has significate for the management of an IT service?
Which service transition process provides guidance about converting data into information?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which statement about the input and output of the value chain activities is CORRECT?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which practice conducts reviews to validate that services are covering the needs of the customer?
Which practice establishes a channel between the service provider and its users?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
How does categorization of incidents assist the 'incident management' practice?
Which practice identifies metrics that reflect the customer's experience of a service?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
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
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
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?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
What should be done to determine the appropriate metrics for measuring a new service?
When should a full risk assessment and authorization be carried out for a standard change?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle helps to ensure that better information is available for decision making?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
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 [?].
TESTED 21 Jan 2025
