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Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which of the following is the MOST important for effective incident management?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which service value chain activity deals with the purchase of new products?
Which term is used to describe removing something that could have an effect on a service?
For which purpose would the continual improvement practice use a SWOT analysis?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which BEST describe the focus of the 'think and work holistically' principle?
Which is a key element of the 'think and work holistically' guiding principle?
Which phase of problem management includes analysing incidents to look for patterns and trends?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which directly assists with the diagnosis and resolution of simple incidents?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which activity captures the demand for incident resolution and service requests?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends standardizing and streamlining manual tasks?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which of the following is included in the purpose of the 'continual improvement' practice?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
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.
What should remain constant within an organization, even when the organization's objectives change?
Which is described by the ‘organizations and people’ dimension of service management?
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 practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of 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?
What is the difference between the 'incident management' and 'service desk' practices?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which practice updates information relating to symptoms and business impact?
How does information about problems and known errors contribute to 'incident management'?
Which is an example of improving service utility using service management automation?
What does the 'service request management' practice depend on for maximum efficiency?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which process works with incident management to ensure that security breaches are detected and logged?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
How should an organization include third-party suppliers in the continual improvement of services?
Which statement BEST describes the value of service strategy to the business?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which value chain activity ensures that service components meet agreed specifications?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which dimension includes the knowledge needed for the management of services?
Which value chain activity ensures the availability of service components?
Which is a key requirement for a successful service level agreement (SLA)?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
What should be considered as part of the 'partners and suppliers' dimension?
Which practices is MOST associate with the use of empathy to understand users?
Where are the details of the required performance outcomes of a service denned?
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.
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which of the following is included in the purpose of the 'continual improvement' printer?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
What varies in size and complexity, and uses functions to achieve its objectives?
Which includes governance, management practices, and continual improvement?
TESTED 22 Jan 2025