What is the expected outcome from using a service value chain?
What is the expected outcome from using a service value chain?A . Service value streamsB . Customer engagementC . Value realizationD . The application of practicesView AnswerAnswer: C
What are the ITIL guiding principles used for?
What are the ITIL guiding principles used for?A . To help an organization make good decisionsB . To direct and control an organizationC . To identify activities that an organization must perform in order to deliver a valuable serviceD . To ensure that an organization’s performance continually meets stakeholders’ expectationsView...
Which guiding principle recommends standardizing and streamlining manual tasks?
Which guiding principle recommends standardizing and streamlining manual tasks?A . Optimize and automateB . Collaborate and promote visibilityC . Focus on valueD . Think and work holisticallyView AnswerAnswer: A
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?
Identify 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 services, and the [?] that support them, is available when and where it is needed.A . suppliersB . CIsC . customersD ....
Which describes a set of defined steps for implementing improvements?
Which describes a set of defined steps for implementing improvements?A . The ‘improve’ value chain activityB . The ‘continual improvement register’C . The ‘continual improvement model’D . The ‘engage’ value chain activityView AnswerAnswer: C
Which is part of service provision?
Which is part of service provision?A . The management of resources configured to deliver the serviceB . The management of resources needed to consume the serviceC . The grouping of one or more services based on one or more productsD . The joint activities performed to ensure continual value co-creationView...