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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.
Which of the four dimensions focuses or managing data in compliance with industry regulations?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
How does categorization of incidents assist the 'incident management' practice?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Where should all master copies of controlled software and documentation be stored?
Which term relates to service levels aligned with the needs of service consumers?
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 is included in the purpose of the ‘design and transition’ value chain activity?
What should be used to set user expectations for request fulfilment times?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
How does information about problems and known errors contribute to 'incident management'?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
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 configuration of services, and the [?] that support them, is available when and where it is needed.
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is a key requirement for successful service level agreements (SLAs)?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Identity 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 configuration of [?], and the CIs that support them, is available when and where it is needed
Which is a key element of the 'think and work holistically' 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 includes configuring components and activities to facilitate outcomes for stakeholders?
Which of the following is the MOST important for effective incident management?
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which practice's purpose includes creating closer more collaborative relationships?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
TESTED 02 May 2024