Which practice balance management of risk with maximizing throughput? Buy Now Answer:AExplanation:Explanation: The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
What is the definition of “service management”? A. A result for a stakeholder enabled by one or more outputs B. A formal description of one or more services, designed to address the needs of a target consumer group C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation D. A set of specialized organizational capabilities for enabling value for customers in the form of services. Buy Now Answer:DExplanation:Explanation: Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills. https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills .
Which is a key requirement for successful service level agreements (SLAs)? A. They should be written using language and terms which all parties will understand B. They should be based on system-based metrics which are useful to the service provider C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service D. They should avoid ambiguous targets such as those relating to user experience Buy Now Answer:AExplanation:Explanation: An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service. SLAs are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context. Some of the key requirements for successful SLAs include:
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs) &text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.
For which purpose would the continual improvement practice use a SWOT analysis? A. Understanding the current state B. Defining the future desired state C. Tracking and managing ideas D. Ensuring everyone actively participates Buy Now Answer:AExplanation:Explanation: A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Improvement.pdf
Which practice performs reviews to ensure that services continue to meet the needs of the customers? A. Monitoring and event management B. Service level management Buy Now Answer:BExplanation:Explanation: To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. https://www.bmc.com/blogs/itil-management-practices/
Which is included in the purpose of the ‘design and transition’ value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs Buy Now Answer:D
Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Ensuring the continual improvement of services C. Ensuring that the organization's vision is understood D. Providing transparency and good relationships Buy Now Answer:D
In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant Buy Now Answer:A
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies Buy Now Answer:C
Which dimension includes activities and workflows? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people Buy Now Answer:A
Which of the following can be used to access service desks? C. Text and social media messaging Buy Now Answer:B
When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change Buy Now Answer:D
Which is a purpose of the 'service desk' practice? A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents B. To capture demand for incident resolution and service requests C. To set clear business-based targets for service performance D. To maximize the number of successful IT changes by ensuring risks are properly assessed Buy Now Answer:B
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Relationship management C. Service configuration management D. Service level management Buy Now Answer:B
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? Buy Now Answer:B
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. Buy Now Answer:D
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. Buy Now Answer:D
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. Buy Now Answer:B
Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management C. Service level management Buy Now Answer:D
What is the starting point for optimization? A. Standardizing practices and services B. Determining where the most positive impact would be C. Securing stakeholder engagement D. Understanding the vision and objectives of the organization Buy Now Answer:D
Which dimension includes a workflow management system? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people Buy Now Answer:A
What is the purpose of the 'relationship management' practice? A. To support the agreed quality of a service handling all agreed, userinitiated service requests B. To set clear business-based targets for service performance C. To establish and nurture the links between the organization and its stakeholders D. To align the organization's practices and services with changing business needs Buy Now Answer:C
What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralised location Buy Now Answer:A
Which statement about output is correct? A. They consist of several outcomes. B. They capture customer demand for services C. They contribute to the achievement of outcomes D. They describes how the service performs. Buy Now Answer:C
Which is a way of applying the guiding principle 'focus on value'? A. Understanding how service consumers use services B. Comprehending the whole, but doing something C. Recognizing the complexity of systems D. Doing fewer things, but doing them better Buy Now Answer:A
In which case would a problem be logged? A. When the cause is identified but not resolved B. After analysis of error information from a supplier C. When a user reports an unplanned service interruption D. Alter a workaround is identified and documented Buy Now Answer:A
Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management D. Service level management Buy Now Answer:B
Which activity is part of the ‘continual improvement practice? A. handing compliments and complaints from user to identify improvements. B. Improving relationships with and between stakeholders. C. Prioritizing and creating business cases for improvement initiatives. D. Identifying the cause unplanned interruptions to service. Buy Now Answer:C
What defines the requirements for a service and takes responsibility for the outcomes of service consumption? C. A configuration item (CI) Buy Now Answer:A
What is the expected outcome from using a service value chain? D. The application of practices Buy Now Answer:B
Which facilitates outcomes that customers want to achieve? Buy Now Answer:A
Which phase of problem management includes analysing incidents to look for patterns and trends? A. Problem identification D. Post-implementation review Buy Now Answer:A
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Buy Now Answer:C
Which statement about the 'optimize and automate' guiding principle is CORRECT? A. Activities should be automated before they are optimized B. Automation is best applied to non-standard tasks C. Technology eliminates the need for human intervention D. Automation frees human resources for more complex activities Buy Now Answer:D
Which statement about the ‘continual improvement model’ is CORRECT? A. Organizations should work through the steps of the model in the sequence in which they are presented B. The flow of the model helps organizations to link improvements to its goals C. The model is applicable to only certain parts of the service value system D. Organizations should use an additional model or method to link improvements to customer value Buy Now Answer:B
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. Buy Now Answer:A
Which is an example o' a service request? A. A request for normal operation to be restored B. A request to implement a security patch C. A request tor access to a file D. A request to investigate the cause of an incident Buy Now Answer:C
Which statement about standard changes is CORRECT? A. A full assessment should be completed each time the change is implemented B. The change can be implemented with less testing if necessary C. The appropriate change authority should be assigned to each type of change D. The change does not require additional authorization Buy Now Answer:D
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated? B. Service level management D. Service request management Buy Now Answer:D
Which dimension considers the application of artificial intelligence to service management? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Buy Now Answer:B
Which guiding principle discourages 'silo activity'? C. Collaborate and promote visibility D. Keep it simple and practical Buy Now Answer:C
Which practice helps to ensure that the services delivered to customers are aligned with their needs? A. Service request management D. Service level management Buy Now Answer:D
Which statement about the 'continual improvement model' is CORRECT? A. Organizations should work through the steps of the model in the sequence in which they are presented B. The low of the model helps organizations to link improvements to its goals C. The model is applicable to only certain parts of the service value system D. Organizations should use an additional model or method to link improvements to customer value Buy Now Answer:A
Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved Buy Now Answer:A
What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value Buy Now Answer:C
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results Buy Now Answer:A
What do customer perceptions and business outcomes help to define? A. The value of a service C. The total cost of a service D. Key performance indicators (KPIs) Buy Now Answer:A
Which of the following is an example of workaround? A. A defective network switch is replaced with a new one B. An email server is restored after an incident is reported C. Server memory is increased when the server is unresponsive D. A server is restarted to resolve an incident Buy Now Answer:D
Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process Buy Now Answer:C
Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Buy Now Answer:A
Which practice recommends using tools for collaboration and the automated matching of symptoms? B. Service level management D. Service request management Buy Now Answer:C
Which is one of the five aspects of service design? A. Management information systems and tools B. Risk analysis and management approach C. Management policy for business case creation D. Corporate governance and policy Buy Now Answer:A
What includes governance as a component? B. The service value chain C. The service value system D. The guiding principles Buy Now Answer:C
Which function is responsible for the management of a data centre? C. Application management Buy Now Answer:DExplanation:Explanation: D18912E1457D5D1DDCBD40AB3BF70D5D
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? Buy Now Answer:A
Which is included in the purpose of the ‘service level management’ practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately Buy Now Answer:C
Which term relates to service levels aligned with the needs of service consumers? Buy Now Answer:B
Which guiding principle is PRIMARILY concerned with end-to-end service delivery? B. Think and work holistically D. Collaborate and promote Buy Now Answer:B
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 Buy Now Answer:C
Which value chain activity communicates the current status of all four dimensions of service management? Buy Now Answer:D
Which joint activity performed by a service provider and service consumer ensures continual value co-creation? C. Service relationship management Buy Now Answer:C
Which statement about the ‘continual improvement’ practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in continual improvement. D. A single continual improvement register should be maintained by senior management. Buy Now Answer:BExplanation:Reference: [Reference: https://www.bmc.com/blogs/itil-continual-improvement/, ]
Which is a description of service provision? A. A formal description of one or more services, designed to address the needs of a service consumer B. Activities that an organization performs to deliver services C. A way to help create value by facilitating outcomes that service consumers need D. Cooperation between two organizations to ensure that a service delivers value Buy Now Answer:BExplanation:Explanation: The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
https://www.bmc.com/blogs/itil-service-value-system/
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? C. Minimum viable product Buy Now Answer:B
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification Buy Now Answer:CExplanation:Explanation: Error control also regularly re-assesses the status of known errors that have not been resolved, taking account of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,resolutions%2C%20and%20effectiveness%20of%20workarounds .
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? A. Information security management C. Monitoring and event management D. Service level management Buy Now Answer:AExplanation:Explanation: To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation. https://www.bmc.com/blogs/itil-management-practices/
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this? B. Service Request management D. Service request management Buy Now Answer:AExplanation:Explanation: Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible. https://www.bmc.com/blogs/itil-v3-incident-management/
Which of the following is included in the purpose of the 'continual improvement' practice? A. The restoration of normal service operation as quickly as possible B. The establishment of links between the organization and its stakeholders at strategic and tactical levels C. The alignment of the organization's practices and services with changing business needs D. The reduction of the likelihood and impact of incidents Buy Now Answer:CExplanation:Explanation: Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization’s practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the organization’s products, services, service components, and relationships, and is the responsibility of every individual involved in service management. https://www.bmc.com/blogs/itil-continual-improvement/
Which TWO BEST describe the guiding principles?
Buy Now Answer:BExplanation:Explanation: A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work%2C%20or%20management%20structure .
Which is the FIRST thing to consider when focusing on value? A. Identifying the service customer who will receive value B. Defining customer experience and user experience C. Understanding what is valuable to the service consumer D. Ensuring value is co-created by improvement initiatives. Buy Now Answer:AExplanation:Explanation: When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer’s perspective. https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,value%20from%20the%20consumer 's%20perspective.
Which is described by the ‘organizations and people’ dimension of service management? A. Communication and collaboration B. Workflows and controls D. Contracts and agreement Buy Now Answer:AExplanation:Explanation: The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services. https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4
Which is part of the value proposition of a service? A. Costs removed from the consumer by the service B. Costs imposed on the consumer by the service C. Outputs of the service received by the consumer D. Risks imposed on the consumer by the service Buy Now Answer:AExplanation:Explanation: Costs are the amount of money spent on a specific activity or resource. From the service consumer’s perspective, there are two types of cost involved in service relationships:
https://www.bmc.com/blogs/itil-key-concepts-service-management/ |
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
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