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Which is a key consideration for the guiding principle 'keep it simple and practical'?
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 [?], and the CIs that support them, is available when and where it is needed.
When is the earliest that a workaround can be documented in ‘problem management’?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which dimension of service management considers the workflows and controls needed to deliver services?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which service request management decisions require that policies are established'?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Where are the details of the required performance outcomes of a service denned?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
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 performances are [?] appropriately to support the seamless provision of quality products and services.
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
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which service management dimension is focused on activities and how these are coordinated?
Which of the following is the MOST important for effective incident management?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
What should remain constant within an organization, even when the organization's objectives change?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which is described by the ‘organizations and people’ dimension of service management?
Which is described by the 'organizations and people' dimension of service management?
Which activity is NOT recommended by the start where you are' guiding principle?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
What does the 'service request management' practice depend on for maximum efficiency?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Which practice identifies metrics that reflect the customer's experience of a service?
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.
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which activity captures the demand for incident resolution and service requests?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
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.
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
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
TESTED 21 Nov 2024
