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

examout.co

What is a problem that has been analysed but has not been resolved?

A.

Workaround

B.

Incident

C.

Known error

D.

Event

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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 practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

What is a definition of a problem?

A.

An unplanned interruption to a service, or reduction in the quality of a service

B.

A cause, or potential cause, of one or more incidents

C.

An incident for which a full resolution is not yet available

D.

Any change of state that has significance for the management of a configuration item (CI)

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

What can be used to determine if a service is 'fit for purpose'?

A.

Availability

B.

Warranty

C.

Outcome

D.

Utility

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 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 practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

A.

Incident management

B.

Change enablement

C.

Service level management

D.

Continual improvement