Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
How does information about problems and known errors contribute to 'incident management'?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which activity captures the demand for incident resolution and service requests?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which service request management decisions require that policies are established'?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which practice is responsible for moving new or changed components to live or other environments?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which dimension of service management considers how activities are coordinated?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
What ensures that service providers and service consumers continue to create value together?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
What are the KEY stakeholder groups that service providers should cooperate with?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which of the following terms is more suitable to describe the functionality of a service?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
What type of change is often used for resolving incidents or implementing security patches?
Which of the following is included in the purpose of the 'continual improvement' practice?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which is a financially valuable component that can contribute to the delivery of a service?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which Guiding principle says that it is not usually necessary to build something new?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
Which is described by the 'organizations and people' dimension of service management?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Where are the details of the required performance outcomes of a service denned?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Which dimension considers the application of artificial intelligence to service management?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
What can be described as an operating model for the creation and management of products and services?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
How should an organization include third-party suppliers in the continual improvement of services?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
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
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
What is defined as a change of state that has significate for the management of an IT service?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
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TESTED 27 Dec 2024
