1 / 40
Which is NOT a component of the service value system?
Opuldun ama olmadi!
2 / 40
What is the expected outcome from using a service value chain?
Iste bu askim!
3 / 40
Which service level metrics are BEST for measuring user experience?
Seviyom kiz seni!
4 / 40
Which is a purpose of the ‘engage’ value chain activity?
5 / 40
Which guiding principle helps to ensure that better information is available for decision making?
Cok basit bi soru bu ya!
Len bunu da bildin bak!
6 / 40
What is described by the service value system?
Sana dedim yaparsin diye!
7 / 40
hich practice has a purpose that includes observing a service to report selected changes of state identified as events?
8 / 40
Which statement about the steps to fulfill a service request is CORRECT?
Bi tamen benim!
9 / 40
What is a recommendation of the �focus on value� guiding principle?
10 / 40
How does information about problems and known errors contribute to ‘incident management’?
Yav he he!
11 / 40
Arrange the following steps of software lifecycle in correct order.
12 / 40
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
13 / 40
Which dimension includes a workflow management system?
Bu dami olmadi!
14 / 40
What are the ITIL guiding principles used for?
15 / 40
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.
Minnak im benim!
16 / 40
Which guiding principle recommends standardizing and streamlining manual tasks?
17 / 40
Which is a key requirement for a successful service level agreement?
18 / 40
What is the purpose of the ‘information security management1 practice?
Bi daha dene!
19 / 40
Which practice identifies metrics that reflect a customer experience of a service?
Bu sefer guldurmedi!
20 / 40
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
21 / 40
Which is NOT a key focus of the ‘information and technology’ dimension?
22 / 40
What is the purpose of the �deployment management� practice?
23 / 40
Which statement about emergency changes is CORRECT?
24 / 40
hat should be used to set user expectations for request fulfilment times?
25 / 40
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
26 / 40
When should a change request be submitted to resolve a problem?
27 / 40
What are the three phases of ‘problem management’?
28 / 40
Which activity is part of the ‘continual improvement’ practice?
29 / 40
Which is a purpose of the ‘service desk’ practice?
30 / 40
Which is the purpose of the ‘monitoring and event management’ practice?
31 / 40
When should a full risk assessment and authorization be carried out for a standard change?
32 / 40
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
33 / 40
Which practice updates information relating to symptoms and business impact?
34 / 40
Which describes a set of defined steps for implementing improvements?
35 / 40
What should all ‘continual improvement’ decisions be based on?
36 / 40
What helps diagnose and resolve a simple incident?
37 / 40
major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
38 / 40
Which is a key consideration for the guiding principle ‘keep it simple and practical’?
39 / 40
What should be done to determine the appropriate metrics for measuring a new service?
40 / 40
How should the workflow for a new service request be designed?
Iste bu bebek!
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