ITIL

8

ITIL 1

1 / 40

What is the expected outcome from using a service value chain?

2 / 40

Which service level metrics are BEST for measuring user experience?

3 / 40

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

4 / 40

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

5 / 40

What is an output?

6 / 40

What are the types of asset management?

7 / 40

What is a recommendation of the �focus on value� guiding principle?

8 / 40

How should automation be implemented?

9 / 40

Which describes normal changes?

10 / 40

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without
the customer having to manage specific [?] and risks.

11 / 40

How does information about problems and known errors contribute to 'incident management'?

12 / 40

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.

13 / 40

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.

14 / 40

Which describes a standard change?

15 / 40

What are the ITIL guiding principles used for?

16 / 40

Which of the following is an example of incident?

17 / 40

Which dimension includes activities and workflows?

18 / 40

Which is a key requirement for a successful service level agreement?

19 / 40

hich practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

20 / 40

Which practice identifies metrics that reflect a customer experience of a service?

21 / 40

Which is NOT a key focus of the 'information and technology' dimension?

22 / 40

What is typically needed to assign complex incidents to support groups?

23 / 40

Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

24 / 40

What is the starting point for optimization?

25 / 40

What are the three phases of 'problem management'?

26 / 40

Which activity is part of the 'continual improvement' practice?

27 / 40

Which statement about outcomes is CORRECT?

28 / 40

How does a service consumer contribute to the reduction of disk?

29 / 40

hat is the purpose of the 'relationship management' practice?

30 / 40

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

31 / 40

Which statement about a �continual improvement register� is CORRECT?

32 / 40

Which practice updates information relating to symptoms and business impact?

33 / 40

Which of these should be logged and managed as a problem?

34 / 40

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

35 / 40

Which statement about outcomes is CORRECT?

36 / 40

What should all 'continual improvement' decisions be based on?

37 / 40

Which is a service request?

38 / 40

major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

39 / 40

What should be done to determine the appropriate metrics for measuring a new service?

40 / 40

Which stakeholders co-create value in a service relationship?

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