When should a change request be submitted to resolve a problem?
Which is a purpose of the 'service desk' practice?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which guiding principle helps to ensure that better information is available for decision making?
Which activity is part of the 'continual improvement' practice?
What are the MOST important skills required by service desk staff?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What is warranty?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
How does information about problems and known errors contribute to 'incident management'?
Which is NOT a key focus of the 'information and technology' dimension?
Which service level metrics are BEST for measuring user experience?
Which practice provides a single point of contact for users?
What should be done for every problem?
Which is a service request?
What is the purpose of the ‘deployment management’ practice?
What is the starting point for optimization?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which statement about emergency changes is CORRECT?
Which service value chain activity deals with the purchase of new products?
Which is an activity in the 'Problem control' phase of problem management?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which practice ensures that a variety of access channels are available for users to report issues?
What is the customer of a service responsible for?
Which is an input to the service value system?
Which value chain activity is concerned with the availability of service components?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is the definition of an IT asset?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice has a purpose that includes managing authentication and non-repudation?
Which is the FIRST action when optimizing a service?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which directly assists with the diagnosis and resolution of simple incidents?
Which value chain activity communicates the current status of all four dimensions of service management?
What is the effect of increased automation on the 'service desk1 practice?
Which gives a user access to a system?
What is an incident?
What is the primary focus of business capacity management?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
What three elements make up the Service Portfolio?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which practice may involve the initiation of disaster recovery?
Which term relates to service levels aligned with the needs of service consumers?
Which statement about the ‘four Ps’ of service design is CORRECT?
Which is an external input to the service value chain?
Which statement about the automation of service requests is CORRECT?
What does the 'service request management' practice depend on for maximum efficiency?
What is important for a ‘continual improvement register’ (CIR)?
Which dimension considers data security and privacy?
How should an organization include third-party suppliers in the continual improvement of services?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
What can be described as an operating model for the creating and management of products and services?
Which is CORRECT about change authorization?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which statement about outcome is CORRECT?
What is the MOST important reason for prioritizing incidents?
Which statement about value creating activities is CORRECT?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which activity is part of the ‘continual improvement practice?
Which statement about service offerings is CORRECT?
Which statement about value streams is CORRECT?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which practice is responsible for moving new or changed components to live or other environments?
Which describes the 'plan' value chain activity?
What can be used to determine if a service is 'fit for purpose'?
Which is provided by the ‘engage’ value chain activity?
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