itil part 2

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

• • A. an organization

• • B. a role

• • C. a team

• • D. a supplier

Which is included in the purpose of the 'change enablement' practice?

• • A. Make new and changed services available for use

• • B. Ensure that risks have been properly assessed

• • C. Record and report selected changes of state

• • D. Plan and manage the full lifecycle of all IT assets

Which activity is part of the 'continual improvement' practice?

• • A. Identifying the cause of incidents and recommending related improvements

• • B. Authorizing changes to implement improvements

• • C. Logging and managing incidents that result in improvement opportunities

• • D. Making business cases for improvement action

In which step of the 'continual improvement model' is an improvement plan implemented?

• • A. What is the vision?

• • B. How do we get there?

• • C. Take action

• • D. Did we get there?

Which is the BEST example of a standard change?

• • A. The review and authorization of a change requested by a customer

• • B. The implementation of a critical software patch in response to a vendor security issue

• • C. The installation of a software application in response to a service request

• • D. The replacement of a component in response to a major incident

Which statement about the automation of service requests is CORRECT?

• • A. Service requests that cannot be automated should be handled as incidents

• • B. Service requests and their fulfilment should be automated as much as possible

• • C. Service requests that cannot be automated should be handled as problems

• • 
    D. Service requests and their fulfilment should be carried out by service desk staff without automation

Which can act as an operating model for an organization?

• • A. The four dimensions of service management

• • B. The service value chain

• • C. The ITIL guiding principles

• • D. Continual improvement

Which practice recommends the use of event-based surveys to gather feedback from customers?

• • A. Service level management

• • B. Change enablement

• • C. Service request management

• • D. Problem management

Which statement about change authorities is CORRECT?

• • A. Change authorities are only required for authorizing emergency changes

• • B. Change authorities are assigned when each change is deployed

• • C. Change authorities are only required for authorizing normal changes

• • D. Change authorities are assigned for each type of change and change model

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

• • A. Service request management

• • B. Service level management

• • C. Incident management

• • D. Change enablement