Exact2Pass
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which is described by the ‘organizations and people’ dimension of service management?
What are the KEY stakeholder groups that service providers should cooperate with?
For which purpose would the continual improvement practice use a SWOT analysis?
What ensures that service providers and service consumers continue to create value together?
Which is an activity in the 'Problem control' phase of problem management?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which service value chain activity deals with the purchase of new products?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which practice has a purpose that involves creating closer, more collaborative relationships?
What is the difference between the 'incident management' and 'service desk' practices?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Which is a key element of the 'think and work holistically' guiding principle?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which activity is NOT recommended by the 'start where you are' guiding principle?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Which component is focused on the activities needed by an organization to help it co-create value?
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?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
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
Which practice's purpose includes creating closer more collaborative relationships?
Which of the following is the MOST important 'or effective incident management?
What varies in size and complexity, and uses functions to achieve its objectives?
In which situation will incident management USUALLY use a separate process?
Which of the following is NOT recommended by the guiding principle 'start where you are?
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.
Which is the addition, modification or removal of anything that could have an effect on services?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
What is defined as a change of state that has significance for the management of an IT service?
Which includes governance, management practices, and continual improvement?
When is the earliest that a workaround can be documented in ‘problem management’?
Which dimension of service management considers the workflows and controls needed to deliver services?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
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?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which competencies are required by the 'service level management' practice?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which guiding principle recommends coordinating all dimensions of service management?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What type of change is MOST likely to be managed by the 'service request management' practice?
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
Which guiding principle recommends standardizing and streamlining manual tasks?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
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.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which practice identifies metrics that reflect a customer experience of a service?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which term relates to service levels aligned with the needs of service consumers?
Which practice establishes a channel between the service provider and its users?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
How does categorization of incidents assist the 'incident management' practice?
Why should some service requests be fulfilled with no additional approvals?
Which practice needs people who understand complex systems and have creative and analytical skills?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which statement BEST describes the value of service strategy to the business?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Which value chain activity communicates the current status of all four dimensions of service management?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which statement about IT service management is CORRECT?
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Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
What is defined as a change of state that has significate for the management of an IT service?
Which is included in the purpose of the ‘service level management’ practice?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions