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What should remain constant within an organization, even when the organization's objectives change?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
What type of change is often used for resolving incidents or implementing security patches?
Which is described by the ‘organizations and people’ dimension of service management?
What is the difference between the 'incident management' and 'service desk' practices?
Which term is used to describe removing something that could have an effect on a service?
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 is one of the MAIN concerns of the ‘design and transition’ value chain activity?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which value chain activity is concerned with the availability of service components?
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.
For which purpose would the continual improvement practice use a SWOT analysis?
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 of the four dimensions contributes MOST to defining activities needed to deliver services?
Which statement about the input and output of the value chain activities is CORRECT?
Which practice provides support for managing feedback, compliments and complaints from users?
Which term relates to service levels aligned with the needs of service consumers?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
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 described by the 'organizations and people' dimension of service management?
Which of the following is the MOST important for effective incident management?
What ensures that a service provider and a service consumer continually co-create value?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice would help a user gain access to an application that they need to use?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
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?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
What can be described as an operating model for the creating and management of products and services?
Which Guiding principle says that it is not usually necessary to build something new?
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 type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
What term is used to describe whether a service will meet availability, capacity and security requirements?
What describes how components and activities work together to facilitate value creation?
What can be described as an operating model for the creation and management of products and services?
Which practice's purpose includes creating closer more collaborative relationships?
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
When is the earliest that a workaround can be documented in ‘problem management’?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which dimension considers the application of artificial intelligence to service management?
What varies in size and complexity, and uses functions to achieve its objectives?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
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
Which guiding principle recommends coordinating all dimensions of service management?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which activity captures the demand for incident resolution and service requests?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What is defined as any component that needs to be managed in order to deliver an IT service?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle helps to ensure that better information is available for decision making?
TESTED 03 Dec 2024