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NEW QUESTION 89
Which practice needs people who understand complex systems and have creative and analytical skills?
- A. Problem management
- B. Service level management
- C. Service request management
- D. Change enablement
Answer: A
NEW QUESTION 90
Which function is responsible for the management of a data centre?
- A. Facilities management
- B. Service desk
- C. Application management
- D. Technical management
Answer: A
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 91
Which is a use of a continual improvement register?
- A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
- B. Describing the services designed to meet the needs of a consumer group
- C. Selecting the right method, model or technique for identifying improvements
- D. Tracking and managing improvement ideas from identification through to final action
Answer: D
NEW QUESTION 92
Which Guiding principle says that it is not usually necessary to build something new?
- A. Focus on value
- B. start where you are
- C. Think and work holistically
- D. Progress iteratively with feedback
Answer: B
NEW QUESTION 93
Which skill is required by the 'service level management' practice?
- A. Problem management
- B. Event monitoring
- C. Supplier management
- D. Technical expertise
Answer: C
NEW QUESTION 94
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. audit
- B. protect
- C. provide
- D. store
Answer: B
NEW QUESTION 95
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service level management
- B. Continual improvement
- C. Service desk
- D. Change enablement
Answer: A
Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
NEW QUESTION 96
Which is a purpose of the 'relationship management' practice?
- A. To systematically observe services and service components
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To protect the information needed by the organization to conduct its business
- D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer: D
NEW QUESTION 97
Which does the ITIL service value system discourage?
- A. Coordinated authorities and responsibilities
- B. Organizational agility
- C. Interfaces among practices
- D. Organizational silos
Answer: D
Explanation:
Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION 98
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 99
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Relationship management
- B. Service desk
- C. Continual improvement
- D. Incident management
Answer: B
Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 100
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 101
Which is an activity of 'problem identification'?
- A. Analyzing information from software developers
- B. Establishing potential permanent solutions
- C. Establishing problem workarounds
- D. Analyzing the cause of problems
Answer: A
NEW QUESTION 102
Which statement about the 'four Ps' of service design is CORRECT?
- A. People refers to technology and tools
- B. Products refers to producers and metrics
D18912E1457D5D1DDCBD40AB3BF70D5D - C. Processes refers to skill and training
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION 103
What is the purpose of the 'problem management' practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. To protect the information needed by the organization to conduct its business
- C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
- D. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
Answer: C
NEW QUESTION 104
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Relationship management
- B. Service desk
- C. Service level management
- D. Continual improvement
Answer: B
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
NEW QUESTION 105
Which statement about the 'service desk1 practice is CORRECT?
- A. It provides a link with stakeholders at strategic and tactical levels
- B. It investigates the cause of incidents
- C. It carries out change assessment and authorization
- D. It needs a practical understanding of the business processes
Answer: D
NEW QUESTION 106
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