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What is defined as a change of state that has significance for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

What term is used to describe whether a service will meet availability, capacity and security requirements?

A.

Outcomes

B.

Value

C.

Utility

D.

Warranty

Why should a service level manager carry out regular service reviews?

A.

To ensure that agreements are written simply and are easy to understand

B.

To collect information about service consumer goals and objectives

C.

To capture information about service issues and performance against agreed goals

D.

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Which statement about service offerings is CORRECT?

A.

The same product can be used as a basis for more than one service offering

B.

Service offerings include the transfer of goods from the consumer to the prowler

C.

Service offerings describe how providers and consumers cooperate to co-create value

D.

Each service should be described to consumers as a single service offering

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

In service relationships, what is a benefit of identifying consumer roles?

A.

It enables effective stakeholder management

B.

It provides shared service expectations

C.

It removes constraints from the customer

D.

It enables a common definition of value

Which statement about the ‘service request management’ practice is CORRECT?

A.

Service requests are fulfilled using simple workflows

B.

A new workflow is created for each type of request

C.

Additional approval is sometimes needed for restoration of service

D.

Financial authorization is sometimes required for service requests

Which statement about outcome is CORRECT?

A.

Outcomes rely on outputs to deliver results for a stakeholder

B.

Outcomes use activities to produce tangible or intangible deliverables

C.

Outcomes give service consumers assurance of products or services

D.

Outcomes help a service consumer to assess the cost of a specific activity

Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A.

measured

B.

rewarded

C.

managed

D.

defined

Which ITIL concept helps an organization to make good decisions?

A.

Four dimensions of service management

B.

Guiding principles

C.

Service value chain

D.

Practices