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NEW QUESTION 29
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Customer
- B. Service consumer
- C. Supplier
- D. Service provider
Answer: D
NEW QUESTION 30
What is the purpose of the `deployment management' practice?
- A. To make new or changed services available for use
- B. To set clear business-based targets for service performance
- C. To move new or changed components to live environments
- D. To ensure services achieve agreed and expected performance
Answer: C
NEW QUESTION 31
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
- A. Service provision
- B. Service consumption
- C. Service management
- D. Service offering
Answer: C
NEW QUESTION 32
What is the definition of a known error?
- A. Any change of state that has significance for the management of a service or other configuration item (CI)
- B. A problem that has been analyzed and has not been resolved
- C. A cause, or potential cause, of one or more incidents
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: B
NEW QUESTION 33
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
- A. process
- B. plans
- C. tools
- D. measurement
Answer: D
NEW QUESTION 34
Which process works with change management to ensure only authorized components are used?
- A. Service asset and configuration management
- B. Service portfolio management
- C. Financial management for IT services
- D. Knowledge management
Answer: A
NEW QUESTION 35
How does information about problems and known errors contribute to 'incident management'?
- A. It removes the need for regular customer updates
- B. It removes the need for collaboration during incident resolution
- C. It enables quick and efficient diagnosis of incidents
- D. It enables the reassessment of known errors
Answer: C
NEW QUESTION 36
Which is an example of a business related measurement?
- A. The number of passengers checked in
- B. The number of problems resolved
- C. The average resolution time for incidents
- D. The average time to response to change requests
Answer: A
NEW QUESTION 37
What is warranty?
- A. The functionality offered by a product or service to meet a particular need
- B. The perceived benefits, usefulness and importance of something
- C. The amount of money spent on a specific activity or resource
- D. Assurance that a product or service will meet agreed requirements
Answer: D
NEW QUESTION 38
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
- A. Local
- B. Centralized
- C. Virtual
- D. Outsourced
Answer: D
NEW QUESTION 39
Which is included in the purpose of the 'service level management' practice?
- A. To ensure that suppliers and their performance are managed appropriately
- B. To maximize the number of successful service and product changes
- C. To ensure accurate information about the configuration of services is available
- D. To set clear business-based targets for service levels
Answer: D
NEW QUESTION 40
How should the workflow for a new service request be designed?
- A. Use different workflows for each type of service request
- B. Avoid workflows for simple service requests
- C. Leverage existing workflows whenever possible
- D. Use a single workflow for all types of service request
Answer: C
NEW QUESTION 41
Which is NOT a component of the service value system?
- A. The four dimensions of service management
- B. The guiding principles
- C. Practices
- D. Governance
Answer: A
NEW QUESTION 42
Which statement BEST describes the value of the service transition stage to the business?
- A. It results in higher volumes of successful change
- B. It supports the creation of a catalogue of services?
- C. It ensures the production of more successful service designs
- D. It leads to gradual and continual improvement in service quality
Answer: A
NEW QUESTION 43
Which of these should be logged and managed as a problem?
- A. 'Continual improvement' needs to prioritize an improvement opportunity
- B. Trend analysis shows a large number of similar incidents
- C. A user requests delivery of a laptop
- D. A monitoring tool detects a change of state for a service
Answer: B
NEW QUESTION 44
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