1 / 40

Which is NOT a component of the service value system?

2 / 40

Which guiding principle helps to ensure that better information is available for decision making?

3 / 40

What is warranty?

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

Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

6 / 40

Which statement about the steps to fulfill a service request is CORRECT?

7 / 40

Which practice coordinates the classification, ownership and communication of service requests and incidents?

8 / 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,
the customer having to manage specific [?] and risks.

9 / 40

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

10 / 40

Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

11 / 40

Which TWO statements about an organization�s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

12 / 40

When should the effectiveness of a problem workaround be assessed?

13 / 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.

14 / 40

Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

15 / 40

What is the purpose of the ‘information security management1 practice?

16 / 40

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

17 / 40

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

18 / 40

What is the purpose of the �deployment management� practice?

19 / 40

What should be done for every problem?

20 / 40

Which statement about emergency changes is CORRECT?

21 / 40

What is defined as any component that needs to be managed in order to deliver an IT service?

22 / 40

Which statement about costs is CORRECT?

23 / 40

What are the three phases of ‘problem management’?

24 / 40

Which activity is part of the ‘continual improvement’ practice?

25 / 40

How should an organization adopt continual improvement methods?

26 / 40

Which competencies are required by the ‘service level management’ practice?

27 / 40

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

28 / 40

Which practice owns and manages issues, queries and requests from users?

29 / 40

Which is the purpose of the ‘monitoring and event management’ practice?

30 / 40

Which skill is an essential part of the ‘service level management’ practice?

31 / 40

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

32 / 40

Which practice updates information relating to symptoms and business impact?

33 / 40

Which practice provides a single point of contact for users?

34 / 40

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

35 / 40

What should all ‘continual improvement’ decisions be based on?

36 / 40

Which is a service request?

37 / 40

hen planning �continual improvement�, which approach for assessing the current state of a service is CORRECT?

38 / 40

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

39 / 40

How should the workflow for a new service request be designed?

40 / 40

What are �engage�, �plan� and �improve� examples of?

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