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

examout.co

Which dimension of service management considers how activities are coordinated?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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 practice requires skills and competencies related to business analysis, supplier management and relationship management?

A.

Monitoring and event management

B.

Incident management

C.

Service level management

D.

IT asset management

What is a configuration item?

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

Any component that needs to be managed in order to deliver an IT service

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

Which statement about outcomes is CORRECT?

A.

Outcomes rely on outputs to deliver results for a stakeholder.

B.

Outcomes use activities to produce tangible or intangible deliverables.

C.

Outcomes gives service consumers assurance of products or services

D.

Outcomes help a service consumers to assess the cost of a specific activity

What impact does automation have on a service desk?

A.

Less low level work and a greater ability to focus on user experience

B.

Increased phone contact and a reduced ability to focus on user experience

C.

Ability to work from multiple locations, geographically dispersed

D.

Ability to work from a single centralised location

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

A.

relationships with suppliers

B.

configuration of services

C.

skills of people

D.

authorization of changes

Which two practices interact the MOST with the service desk practice?

A.

Incident management and service request management

B.

Service request management and deployment management

C.

Deployment management and change enablement

D.

Change enablement and incident management

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

KPI reports

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 TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Which statement about managing incidents is CORRECT?

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

Which practice has the purpose of ensuring that the organization’s suppliers and their performance and

managed appropriately to support the provision of seamless, quality products and services?

A.

Release management

B.

Supplier management

C.

Service management

D.

Relationship management

What is defined as a change of state that has significance for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

Which is an activity of ‘problem identification’?

A.

Analyzing information from software developers

B.

Establishing problem workarounds

C.

Analyzing the cause of problems

D.

Establishing potential permanent solutions