ITIL V4 - 2

What is the effect of increased automation on the 'service desk' practice?

• Greater ability to focus on customer experience when personal contact is needed

• Decrease in self-service incident logging and resolution

• Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support teams

Which term describes the functionality offered by a service?

• Cost

• Utility

• Warranty

• Risk

Which is the purpose of the 'monitoring and event management' practice?

• To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

• To systematically observe services and service components, and record and report selected changes of state

• To protect the information needed by the organization to conduct its business

• To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

What should all 'continual improvement' decisions be based on?

• Details of how services are measured

• Accurate and carefully analysed data

• An up-to-date balanced scorecard

• A recent maturity assessment

How do all value chain activities transform inputs to outputs?

• By determining service demand

• By using a combination of practices

• By using a single functional team

• By implementing process automation

How does customer engagement contribute to the 'service level management' practice?

• It captures information that metrics can be based on

• It ensures the organization meets defined service levels

• It defines the workflows for service requests

• It supports progress discussions

What is the starting point for optimization?

• Securing stakeholder engagement

• Understanding the vision and objectives of the organization

• Determining where the most positive impact would be

• Standardizing practices and services

The purpose of the _____ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

• focus on value’ guiding principle

• four dimensions of service management

• service value system

• service request management’ practice

Which practice provides support for managing feedback, compliments and complaints from users?

• Change control

• Service request management

• Problem management

• Incident management

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

• Service provision

• Service consumption

• Service offering

• Service relationship management