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Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A . Progress iteratively with feedbackB . Keep is simple and practicalC . Start where you areD . Focus on valueView AnswerAnswer: C
Which describes a standard change?
Which describes a standard change?A . A change that needs to be scheduled, assessed and authorized following a defined processB . A change that is typically implemented as a service requestC . A high-risk change that needs very thorough assessmentD . A change that must be implemented as soon as...
Which statement about the steps to fulfill a service request is CORRECT?
Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...
Which is NOT a component of the service value system?
Which is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView AnswerAnswer: D
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?A . An IT assetB . A customerC . A configuration item (CI)D . A userView AnswerAnswer: B
What is defined as a cause, or potential cause, of one or more incidents?
What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?A . Each iteration should be designed before starting the initiative and implemented without feedbackB . Feedback should only be taken into account when one iteration fails to meet its objectiveC . Feedback should be reduced for...
Which statement about service desks is CORRECT?
Which statement about service desks is CORRECT?A . The service desk should work in close collaboration with support and development teamsB . The service desk should rely on self-service portals instead of escalation to support teamsC . The service desk should remain isolated from technical support teamsD . The service...
What is warranty?
What is warranty?A . Assurance that a product or service will meet agreed requirementsB . The amount of money spent on a specific activity or resourceC . The functionality offered by a product or service to meet a particular needD . The perceived benefits, usefulness and importance of somethingView AnswerAnswer:...
