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Why and how is a user MOST LIKELY to contact the service desk?
Why and how is a user MOST LIKELY to contact the service desk?A . To discuss the cause of an incident via a phone callB . To request access to a resource via a self service portalC . To authorize an emergency change via live chatD . To report a...
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?
Which is recommended as part of the 'progress iteratively with feedback' guiding principle?A . Prohibit changes to plans after they have been finalizedB . Organize work into small manageable unitsC . Reduce the number of steps that produce tangible resultsD . Analyse the whole situation in detail before taking any...
Which is the cause, or potential cause, of one or more incidents?
Which is the cause, or potential cause, of one or more incidents?A . A known errorB . A problemC . A changeD . An eventView AnswerAnswer: B
Which value chain activity ensures that ongoing service activity meets user expectations?
Which value chain activity ensures that ongoing service activity meets user expectations?A . PlanB . Deliver and supportC . EngageD . Obtain/buildView AnswerAnswer: B
What is the value of a service?
What is the value of a service?A . A result for a stakeholder enabled by the outputs of the serviceB . A tangible or intangible deliverable of the serviceC . The amount of money that is created or saved for the service consumers by using the serviceD . The benefits,...
What is the difference between the 'incident management' and 'service desk' practices?
What is the difference between the 'incident management' and 'service desk' practices?A . Incident management resolves complex issues, service desk resolves simpler issuesB . Incident management restores service operation, service desk provides communication with usersC . Incident management manages interruptions to services, service desk monitors achieved service qualityD . Incident...
Which statement about the inputs and outputs of the value chain activities is CORRECT?
Which statement about the inputs and outputs of the value chain activities is CORRECT?A . Inputs and outputs are fixed for each value chain activityB . Each value chain activity receives inputs and provides outputsC . Some value chain activities only have inputs, whereas others only have outputsD . The...
How does the 'incident management' practice set user expectations?
How does the 'incident management' practice set user expectations?A . By using collaboration tools to communicate effectivelyB . By agreeing, and communicating target resolution timeC . By assigning resources to ensure that all incidents are resolved as quickly as possibleD . By automated matching of incidents to known errorsView AnswerAnswer:...
Which is the MOST LIKELY way of resolving major incidents?
Which is the MOST LIKELY way of resolving major incidents?A . A support team following detailed procedures for investigating the incidentB . Users establishing a resolution using self-helpC . A temporary teamworking together to identify a resolutionD . The service desk identifying the cause and a resolutionView AnswerAnswer: C
Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?
Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?A . Focus on valueB . Start where you areC . Think and work holisticallyD . Optimize and automateView AnswerAnswer: D
