Final_2

1. Which guiding principle focuses on reducing costs and human errors?

• Collaborate and promote visibility

• Think and work holistically

• Optimize and automate

• Focus and value

2. Which statement about outcomes is CORRECT?

• An outcome can be enabled by more than one output

• An output can be enabled by one or more outcomes

• Outcomes are how the service performs

• An outcome is a tangible or intangible activity

3. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

• Service configuration management

• Service level management

• Service desk

• Service request management

4. What is the CORRECT definition of service management?

• A set of specialized organizational capabilities for delivering value to customers in the form of services

• The capability of supplier to deliver services to providers in exchange for money

• The capability of service providers to minimize their costs without reducing the value of the services

• A set of specialized assets for transitioning services into the live operational environment

5. Which is considered by the 'partners and suppliers' dimension?

• Using formal roles and responsibilities

• Using artificial intelligence

• Working with an integrator to manage relationships

• Defining controls and procedures

6. Which guiding principle discourages 'silo activity?

• Start where you are

• Collaborate and promote visibility

• Focus on value

• Keep it simple and practical

7. Which guiding principle recommends coordinating all dimensions of service management?

• Keep it simple and practical

• Start where you are

• Progress iteratively with feedback

• Think and work holistically

8. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• Each iteration should be continually re-evaluated based on feedback

• Feedback should be reduced for large improvements as it is unlikely that circumstances will change

• Feedback should only be taken into account when one iteration fails to meet its objective

• Each iteration should be designed before starting the initiative and implemented without feedback

9. What must always be done before an activity is automated?

• Ensure the solution removes the need for human intervention

• Check that the activity has already been optimized

• Check that suitable new technology has been purchased

• Ensure that DevOps has been successfully implemented

10. Identify the missing word in the following sentence. A user is [?] that uses services.

• an organization

• a team

• a role

• a supplier