Exact2Pass
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
What type of change is often used for resolving incidents or implementing security patches?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which is a financially valuable component that can contribute to the delivery of a service?
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.
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
What should be done to determine the appropriate metrics for measuring a new service?
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 activity captures the demand for incident resolution and service requests?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which is included in the purpose of the ‘design and transition’ value chain activity?
What is defined as a change of state that has significate for the management of an IT service?
Which practice needs people who understand complex systems and have creative and analytical skills?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which is included in the purpose of the ‘service level management’ practice?
Which process works with incident management to ensure that security breaches are detected and logged?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
What can be described as an operating model for the creating and management of products and services?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which of the following is NOT recommended by the guiding principle 'start where you are?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which dimension of service management considers how activities are coordinated?
Which practices is MOST associate with the use of empathy to understand users?
Identity the missing word(s) in the blowing 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 [?].