Test ITIL Part 7

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?

• A.  Continual improvement
• B.  Service value chain
• C.  Practices
• D.  Guiding principles

What is the MAIN benefit of ‘problem management’?

• A.  Restoring normal service as quickly as possible
• B.  Reducing the number and impact of incidents
• C.  Maximizing the number of successful changes
• D.  Managing workarounds and known errors

Which guiding principle discourages ‘silo activity’?

• A.  Focus on value
• B.  Start where you are
• C.  Collaborate and promote visibility
• D.  Keep it simple and practical

Which will help solve incidents more quickly?

• A.  Target resolution times
• B.  Escalating all incidents to support teams
• C.  Collaboration between teams
• D.  Detailed procedural steps for incident investigation

What varies in size and complexity, and uses functions to achieve its objectives?

• A.  A risk
• B.  An organization
• C.  A practice
• D.  An outcome

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

• A.  Service level management
• B.  Relationship management
• C.  Service desk
• D.  Monitoring and event management

Which dimension considers the application of artificial intelligence to service management?

• A.  Organizations and people
• B.  Information and technology
• C.  Partners and suppliers
• D.  Value streams and processes

Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?

• A.  A normal change
• B.  An emergency change
• C.  A standard change
• D.  A change model

Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?

• A.  Service providers are able to respond more quickly to customer needs
• B.  Bottlenecks in the service provider’s workflow are identified
• C.  The complexities of the service provider’s IT systems are identified
• D.  The service provider gains a better understanding of the customer experience

What impact does automation have on a service desk?

• A.  Less low level work and a greater ability to focus on user experience
• B.  Increased phone contact and a reduced ability to focus on user experience
• C.  Ability to work from multiple locations, geographically dispersed
• D.  Ability to work from a single centralized location