ITIL4 part6

Which of the following ensures that a service provider and a service consumer continually co-create value?

• A. Service consumption
  

• B. Service offerings
  

• C. Service level management
  

• D. Service relationship management

What type of charge is often used for resolving incidents or implementing security patches?

• A. Standard change

• B. Normal change
  

• C. Emergency change

• D. Change model

Which of the following includes conguring components and activities to facilitate outcomes for stakeholders?

• A. Service relationship management

• B. Service consumption
  

• C. The service value system
  

• D. The 'release management' practice

Which statement about outcomes is CORRECT?

• A. Outcomes enable products to be delivered to a stakeholder
  

• B. An outcome denes the amount of money spent on technology for a service

• C. An outcome depends on at least one output to deliver a result
  

• D. Outcomes provide assurance to stakeholders on how a service performs

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

• A. Problem identication

• B. Problem control
  

• C. Error control
  

• D. Problem analysis

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

• A. Monitoring and event management

• B. Service level management
  

• C. Change enablement
  

• D. Service desk

Which service value chain activity deals with the purchase of new products?

• A. Engage
  

• B. Obtain/build

• C. Plan
  

• D. Improve

Which of the following is included in the purpose of the 'continual improvement' practice?

• A. The restoration of normal service operation as quickly as possible
  

• B. The establishment of links between the organization and its stakeholders at strategic and tactical levels

• C. The alignment of the organization's practices and services with changing business needs
  

• D. The reduction of the likelihood and impact of incidentsD. The reduction of the likelihood and impact of incidents

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

• A. Ensuring the continual improvement of practices across all value chain activities
  

• B. Ensuring that services continually meet expectations for quality, costs, and time to market
  

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

• D. Ensuring continual engagement and good relationships with all stakeholders

Which is the BEST type of resource for investigating complex incidents?

• A. Self-help systems
  

• B. Knowledgeable support staff

• C. Detailed work instructions
  

• D. Disaster recovery plans