Which is an activity of the 'problem management' practice?
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 value chain activity ensures a shared understanding of the current status and required direction for all products and services?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which statement about the ‘continual improvement model’ is CORRECT?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which statement about outcomes is CORRECT?
Which can act as an operating model for an organization?
What can be described as an operating model for the creation and management of products and services?
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.
How can a service consumer contnbute to the reduction of nsk?
Which statement about the ‘service request management’ practice is CORRECT?
Which is an example are problem control activity?
Which service request management decisions require that policies are established'?
Which Practice includes management of workarounds and known errors?
In which case would a problem be logged?
Which ITIL concept helps an organization to make good decisions?
Which statement about emergency changes is CORRECT?
For which purpose would the continual improvement practice use a SWOT analysis?
What ensures that a service provider and a service consumer continually co-create value?
Which is the FIRST thing to consider when focusing on value?
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 service actions, that are a normal part of service delivery, are effectively handled?
Which organization delivers output or outcomes of a service?
Which is described by the 'organizations and people' dimension of service management?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which is a financially valuable component that can contribute to the delivery of a service?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which is the FIRST action when optimizing a service?
Which activity is NOT recommended by the start where you are' guiding principle?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
What is used as a tool to help define and measure performance?
Which is an input to the service value system?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which guiding principle recommends assessing the current state and deciding what can be reused?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which statement about change management is CORRECT?
Which of the following is an example of workaround?
What is defined as a change of state that has significate for the management of an IT service?
Which statement about the ‘change enablement’ practice is CORRECT?
What is the PRIMARY use of a change schedule?
Service transition contains detailed descriptions of which processes?
What is required by all service desk staff?
Which are elements of the service value system?
Which dimension considers data security and privacy?
Which service transition process provides guidance about converting data into information?
What describes the steps needed to create and deliver a specific service to a consumer?
What should a release policy include?
Which statement about metrics is CORRECT?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Which practice provides support for managing feedback, compliments and complaints from users?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
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 [?]
are managed appropriately to support the seamless provision of quality products and services.
Which practice provides a single point of contact for users?
Which is part of service provision?
Which dimension includes activities and workflows?
Which is a purpose of the 'engage' value chain activity?
Which statement about emergency changes is CORRECT?
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
How should an organization adopt continual improvement methods?
Which guiding principle recommends standardizing and streamlining manual tasks?
How should automation be implemented?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which is NOT a component of the service value system?
Which statement about outcomes is CORRECT?
What should all 'continual improvement' decisions be based on?
Which describes normal changes?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?