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What should all 'continual improvement' decisions be based on?

A.

Accurate and carefully analysed data

B.

Details of how services are measured

C.

A recent maturity assessment

D.

An up-to-date balanced scorecard

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

What is defined as any component that needs to be managed in order to deliver an IT service?

A.

A service request

B.

An IT asset

C.

A configuration item (CI)

D.

An incident

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Which practice may involve the initiation of disaster recovery?

A.

Incident management

B.

Service request management

C.

Service level management

D.

IT asset management

Which guiding principle focuses on reducing costs and human errors?

A.

Focus and value

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A.

Keep it simple and practical

B.

Optimize and automate

C.

Progress iteratively with feedback

D.

Focus on value

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which statement BEST describes the value of service strategy to the business?

A.

It allows higher volumes of successful change

B.

It reduces unplanned costs through optimized handling of service outages

C.

It reduces the duration and frequency of service outages

D.

It enables the service provider to understand what levels of service will make their customers successful

What considerations influence the supplier strategy of an organization?

A.

Contracts and agreements

B.

Type of cooperation with suppliers

C.

Corporate culture of the organization

D.

Level of formality