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

Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

A.

Prohibit changes to plans after they have been finalized

B.

Analyse the whole situation in detail before taking any action

C.

Reduce the number of steps that produce tangible results

D.

Organize work into small manageable units

Which statement about outcomes is CORRECT?

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

Which activity is NOT recommended by the 'start where you are' guiding principle?

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

Which practice guarantees that users have a range of access channels to choose from to report problems?

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

Which is part of the value proposition of a service?

A.

Costs removed from the consumer by the service

B.

Costs imposed on the consumer by the service

C.

Outputs of the service received by the consumer

D.

Risks imposed on the consumer by the service

Which practice has a purpose that includes managing authentication and non-repudation?

A.

Information security management

B.

IT Asset Management

C.

Change enablement

D.

Service Configuration management

Which of the following statements about 'outcomes' is TRUE?

A.

The delivery of products to a stakeholder is enabled by outcomes

B.

The level of expenses regarding a technology for a service is defined by an outcome

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders regarding the performance of a service

What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

A.

To escalate an incident to a supplier or partner

B.

So users can resolve their own incidents with self-help

C.

To resolve a complex or major incident

D.

So customers and users are provided with timely updates

For which purpose would the continual improvement practice use a SWOT analysis?

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

Which BEST describe the focus of the 'think and work holistically' principle?

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

Which of the following is a necessity to a successful service level agreement (SLAs)?

A.

The language and terms used in the SLA should be commonly understood by all parties

B.

Base the SLA on system-based metrics that are useful to the service provider

C.

In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next

D.

Vague targets, such as those related to user experience should be avoided

Which of the following statements about change authorization is CORRECT?

A.

Every time a standard change is requested a change authority is assigned

B.

The technician making an emergency change can authorize such changes

C.

The change type and model is the basis for assigning the change authority

D.

Ensuring that changes are authorized after their deployment is done by the change authority

Which practice ensures that a variety of access channels are available for users to report issues?

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

What is including in the purpose of the relationship management practice?

A.

Creating collaborative relationships with key suppliers to uncover and realize new value.

B.

Setting clear business-based targets so that the delivery of a service can be properly assessed

C.

Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.

D.

Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Which is the MOST LIKELY way of resolving major incidents?

A.

Users establishing a resolution using serf-help

B.

The service desk identifying the cause and a resolution

C.

A temporary team working together to identity a resolution

D.

A support team following detailed procedures for investigating the incident