Weekend Sale - Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: sntaclus

examout.co

Why should incidents be prioritized?

A.

To help automated matching of incidents to problems or known errors

B.

To identify which support team the incident should be escalated to

C.

To ensure that incidents with the highest business impact are resolved first

D.

To encourage a high level of collaboration within and between teams

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

A.

Service configuration management

B.

Service desk

C.

IT asset management

D.

Monitoring and event management

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

A.

It should always be used to support direct observation

B.

It should always be used instead of direct observation

C.

Measured data is always more accurate than direct observation

D.

The act of measuring always positively impacts results

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

Which term is used to describe the prediction and control of income and expenditure within an organization?

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

Which statement about metrics is CORRECT?

A.

Process metrics can be used to measure end-to-end service performance

B.

Technology metrics can be used to measure component performance and availability

C.

Process metrics can be used to measure the utilization of a supplier’s network

D.

Technology metrics can be used to determine the overall health of a process

Which is part of the ‘focus on value’ guiding principle?

A.

Understanding what services help the service consumer

B.

Reducing the number of steps in the customer experience

C.

Assessing services to identify parts that can be reused

D.

Identifying activities that can be achieved in smaller iterations

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes