Summer Special Limited Time 65% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: exc65

examout.co

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without

the customer having to manage specific [?] and risks.

A.

information

B.

utility

C.

warranty

D.

costs

What are the three phases of 'problem management'?

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

Which is a purpose of the 'engage' value chain activity?

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

What is the purpose of the 'information security management1 practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To observe services and service components

C.

To protect the information needed by the organization to conduct its business

D.

To plan and manage the full lifecycle of all IT assets

What are the ITIL guiding principles used for?

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

What is the starting point for optimization?

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

Which activity captures the demand for incident resolution and service requests?

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management

What is the purpose of the ‘deployment management’ practice?

A.

To ensure services achieve agreed and expected performance

B.

To make new or changed services available for use

C.

To move new or changed components to live environments

D.

To set clear business-based targets for service performance