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What can be used to help determine the impact level of a problem?

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

Which statement about the ‘continual improvement’ practice is CORRECT?

A.

Continual improvement participation should be limited to a small dedicated team.

B.

It is the role of senior management to authorize improvement initiatives.

C.

Training should be provided to those involved in continual improvement.

D.

A single continual improvement register should be maintained by senior management.

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 are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives

Which gives a user access to a system?

A.

Service requirement

B.

Service agreement

C.

Service consumption

D.

Service provision

Which practice identifies metrics that reflect the customer's experience of a service?

A.

Continual improvement

B.

Service desk

C.

Service level management

D.

Problem management

Which does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

What must always be done before an activity is automated?

A.

Check that the activity has already been optimized

B.

Check that suitable new technology has been purchased

C.

Ensure that DevOps has been successfully implemented

D.

Ensure the solution removes the need for human intervention

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

A.

Relationship management

B.

IT asset management

C.

Release management

D.

Service desk