In which situation will incident management USUALLY use a separate process?

• Where no target resolution time exists

• For information security incidents

• For low impact incidents

• Where the cause must be diagnosed

Which practice makes use of methods from Lean, Agile and DevOps ?

• Service desk

• Continual improvement

• Problem management

• Incident management

Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?].

• Value

• Consumption

• Management

• Provision

Which statement about service offerings is CORRECT?

• The same product can be used as a basis for more than one service offering

• Service offerings include the transfer of goods from the consumer to the provider

• Service offerings describe how providers and consumers cooperate to co-create value

• Each service should be described to consumers as a single service offering

5) Which is a use of a change schedule?

• Speeding up the planning and authorization of emergency changes

• Providing information about deployed changes to help manage incidents and problems

• Providing a means of initiating and assessing normal changes

• Tracking and managing improvement ideas from identification through to final action

Which statement about value streams is CORRECT?

• Each value stream must include all six value chain activities

• Each value stream must be designed for a specific scenario

• Each value stream must include all 34 ITIL practices

• Each value stream must include suppliers or partners

Which is part of the value proposition of a service?

• Costs removed from the consumer by the service

• Costs imposed on the consumer by the service

• Outputs of the service received by the consumer

• Risks imposed on the consumer by the service

Why should a service level manager carry out regular service reviews?

• To ensure that agreements are written simply and are easy to understand

• To collect information about service consumer goals and objectives

• To capture information about service issues and performance against agreed goals

• To ensure continual improvement of services, so that they meet the evolving needs of service consumers

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?

• Problem

• Incident

• Event

• Known error

Which value chain activity ensures that ongoing service activity meets user expectations?

• Plan

• Engage

• Obtain\Build

• Deliver and Support