Which of the following guiding principles proposes the elimination of unnecessary work?

A. Keep it simple and practical

D. Progress iteratively with feedback

Which is described by the 'organizations and people' dimension of service management?

B. Communication and collaboration

Which statement about the inputs and outputs of the value chain activities is CORRECT?

D. Each value chain activity receives inputs and provides outputs

A. Inputs and outputs are fixed for each value chain activity

B. Some value chain activities only have inputs, whereas others only have outputs

C. The organization's governance will determine the inputs and outputs of each value chain activity

Which of the following statements is included in the 'improve' value chain activity's purpose?

B. Ensure services continually meet expectations for quality, costs, and time t

A. Ensure the continual improvement of practices across all value chain activitieso market

C. Ensure a shared understanding of the improvement direction for services across the organization

D. Ensure continual engagement and good relationships with all stakeholders

Which practice has a purpose that includes managing authentication and non- repudiation?

A. Information security management

C. Service configuration management

What is included in the purpose of the 'relationship management' practice?

C. Identifying, analysing, monitoring, and the continual improvement of relationships with stakeholders

A. Creating collaborative relationships with key suppliers to uncover and realize new value B. Setting clear business-based targets so that the delivery of a service can be properly assessed

B. Setting clear business-based targets so that the delivery of a service can be properly assessed

D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

What is included in the purpose of the 'release management' practice?

C. Making new features available for use

A. Ensuring information about services is available

B. Moving new software to live environments

D. Authorizing changes to proceed

What is included in the purpose of the 'IT asset management' practice?

B. Supporting decision-making about purchase, re-use, retirement, and disposal of assets

A. Moving assets to live or other environments for testing or staging

C. Making new and changed assets available for use

D. Providing information on how assets are configured and the relationships between them

Which practice conducts reviews to validate that services are covering the needs of the customer?

A. Monitoring and event management

Which of the following is the MOST important for effective incident management?

A. Collaboration tools and techniques

D. A variety of access channels

Which is an example of a service request?

C. A request for access to a file

A. A request for normal operation to be restored

B. A request to implement a security patch

D. A request to investigate the cause of an incident

What is the CORRECT order for the three phases of problem management?

C. Problem identification, problem control, error control

A. Problem control, error control, problem identification

B. Error control, problem control, problem identification

D. Problem identification, error control, problem control

What is MOST LIKELY to be handled as a service request?

D. Providing a virtual server for a development team

A. Managing an interruption to a service

B. An emergency change to apply a security patch

C. The implementation of a workaround

What is the difference between the 'incident management' and 'service desk' practices?

Incident management restores service operation, service desk provides communication with users

B. Incident management resolves complex issues, service desk resolves simpler issues

C. Incident management resolves issues, service desk investigates the underlying causes of issues

D. Incident management manages interruptions to services, service desk monitors achieved service quality

What is used as a tool to help define and measure performance?

B. A continual improvement register

Which of the following statements about change authorization is CORRECT?

C. The change type and model is the basis for assigning the change authority

A. Every time a standard change is requested a change authority is assigned

B. The technician making an emergency change can authorize such changes

D. Ensuring that changes are authorized after their deployment is done by the change authority

Which of the following is a necessity to a successful service level agreement (SLAs)?

A. The language and terms used in the SLA should be commonly understood by all parties

B. Base the SLA on system-based metrics that are useful to the service provider

C. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

D. Vague targets, such as those related to user experience, should be avoided

Which is the MOST LIKELY way of resolving major incidents?

C. A temporary team working together to identify a resolution

A. Users establishing a resolution using self-help

B. The service desk identifying the cause and a resolution

D. A support team following detailed procedures for investigating the incident

Which statement about a 'continual improvement register (CIR)' is TRUE?

C. Used to track and manage improvement ideas from identification through to final action

A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources

B. Used to select the right method, model or technique for identifying improvements

D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group

Set 1

Professional Development

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Set 1

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Professional Development

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Professional Development

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Practice Problem

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Medium

Azrina Anuwi

Used 1+ times

FREE Resource

40 questions

Show all answers

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which facilitates outcomes that customers want to achieve?

A.Service

B. Warranty

C. Organization

D. IT asset

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the customer of a service responsible for?

A. Defining the requirements for the service

B. Authorizing the budget for the service

C. Using the service

D. Provisioning the service

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the value of a service?

A. The benefits, usefulness, or importance of the service, as perceived by the

stakeholders

B. The amount of money that is created or saved for the service consumers by

using the service

C. A tangible or intangible deliverable of the service

D. A result for a stakeholder enabled by the outputs of the service

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can service consumers contribute to risk mitigation?

A. Through the provision of services according to predefined needs

B. By ensuring that the service provider has configured correctly its resources

C. By being fully aware of their own requirements for the service

D. By controlling the specific level of risk on the service provider's behalf

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What ensures that service providers and service consumers continue to create
value together?

A. Service consumption

B. Service offerings

C. Service level management

D. Service relationship management

MULTIPLE CHOICE QUESTION

1 min • 1 pt

The unit Which ITIL concept helps an organization to make good decisions?of kinematic viscosity

A. Four dimensions of service management

B. Guiding principles

C. Service value chain

D. Practices

MULTIPLE CHOICE QUESTION

1 min • 1 pt

A good way to apply the ITIL guiding principle 'focus on value' is to:

A. Understand services are used by service consumers

B. Understand the whole, but do something

C. Be aware of system complexity

D. Do less tasks but in a better way with higher quality

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Set 1

40 questions

Which facilitates outcomes that customers want to achieve?

What is the customer of a service responsible for?

What is the value of a service?

How can service consumers contribute to risk mitigation?

What ensures that service providers and service consumers continue to create
value together?

The unit Which ITIL concept helps an organization to make good decisions?of kinematic viscosity

A good way to apply the ITIL guiding principle 'focus on value' is to:

What are the KEY stakeholder groups that service providers should cooperate
with?

Which of the following guiding principles proposes the elimination of unnecessary
work?

Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the
existing methods and services when building for the future.

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

Set 1

40 questions

Which facilitates outcomes that customers want to achieve?

What is the customer of a service responsible for?

What is the value of a service?

How can service consumers contribute to risk mitigation?

What ensures that service providers and service consumers continue to createvalue together?

The unit Which ITIL concept helps an organization to make good decisions?of kinematic viscosity

A good way to apply the ITIL guiding principle 'focus on value' is to:

What are the KEY stakeholder groups that service providers should cooperatewith?

Which of the following guiding principles proposes the elimination of unnecessarywork?

Identify the missing word in the following sentence.An organization which is undertaking an improvement initiative should [?] theexisting methods and services when building for the future.

Access all questions and much more by creating a free account

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Professional Development

What ensures that service providers and service consumers continue to create
value together?

What are the KEY stakeholder groups that service providers should cooperate
with?

Which of the following guiding principles proposes the elimination of unnecessary
work?

Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the
existing methods and services when building for the future.