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Which statement about outcomes 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 gives service consumers assurance of products or services

D.

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

How can a service consumer contnbute to the reduction of nsk?

A.

By providing the service in accordance with requirements

B.

By ensuring that the service provider's resources are correctly configured

C.

By fully understanding then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A.

Continual improvement

B.

Service value chain

C.

Practices

D.

Guiding principles

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

Which statement about service relationship management is CORRECT?

A.

It focuses on the service actions performed by users

B.

It requires the service consumer to create resources for the service provider

C.

It requires co-operation of both the service provider and service consumer

D.

It focuses on the fulfilment of the agreed service actions

Which is the BEST example of a standard change?

A.

The review and authorization of a change requested by a customer

B.

The implementation of a critical software patch in response to a vendor security Issue

C.

The Installation of a software application in response to a service request

D.

The replacement of a component in response to a major incident

When should a workaround be created?

A.

As soon as possible, once the incident is logged

B.

After the resolution of a problem

C.

When a problem cannot be resolved quickly

D.

When a potential permanent solution has been identified

Which statement about standard changes is CORRECT?

A.

A full assessment should be completed each time the change is implemented

B.

The change can be implemented with less testing if necessary

C.

The appropriate change authority should be assigned to each type of change

D.

The change does not require additional authorization

Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

A.

The ability to discover and respond to failure earlier

B.

Standardization of practices and services

C.

Understanding the customer’s perception of value

D.

Understanding the current state and identifying what can be reused

Which practice has a strong influence on the user experience and perception of the service provider?

A.

Service desk

B.

Change enablement

C.

Service level management

D.

Supplier management