ITIL 3
1 / 40
hen using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Bu sefer guldurmedi!
Aferim!
2 / 40
service offering may include, access to resources, and service actions, which is an example of a service action?
Minnak im benim!
3 / 40
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Opuldun ama olmadi!
Len bunu da bildin bak!
4 / 40
In service relationships, what is a benefit of identifying consumer roles?
Bravo!!
5 / 40
Which is a use of a change schedule?
Iste bu bebek!
6 / 40
flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Cok basit bi soru bu ya!
Seviyom seni!
7 / 40
hich guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Sana dedim yaparsin diye!
8 / 40
Which dimension of service management considers how activities are coordinated?
Bu dami olmadi!
Bi tamen benim!
9 / 40
Which is a recommendation for applying the guiding principle ‘keep it simple and practical?
Yapican yapican!
10 / 40
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Opuldunuz!
11 / 40
hich phase of problem management includes analysing incidents to look for patterns and trends?
Nazar olsun!
Seviyom kiz seni!
12 / 40
Which service request management decisions require that policies are established’?
Bi daha dene!
13 / 40
Which statement about outcomes is CORRECT?
Askimsin!
14 / 40
Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].
Olmadi bebek!
Iste bu askim!
15 / 40
Which practice provides a communications point for users to report operational issues, queries and requests?
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. https://www.bmc.com/blogs/itil-service-desk/
16 / 40
What can be described as an operating model for the creating and management of products and services?
17 / 40
Which statement about managing incidents is CORRECT?
18 / 40
Which value chain activity ensures that ongoing service activity meets user expectations?
19 / 40
Which dimension of service management considers the workflows and controls needed to deliver services?
Yav he he!
Balimsin!
20 / 40
Identify the missing words in the following sentence. The �incident management� practice should maintain [?] for logging and managing incidents.
Canimsin!
21 / 40
What can be described as an operating model for the creation and management of products and services?
22 / 40
Which describe a ‘change authority’?
23 / 40
Identify the missing word in the following sentence. A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
24 / 40
Which two are considered part of the �organizations and people� dimension of service management? 1.Systems of authority 2.Culture 3. Relationships between organizations 4.Workflows
25 / 40
Identify the missing word in the following sentence. A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
26 / 40
Which guiding principle discourages ‘silo activity’?
27 / 40
Which statement about the �service request management� practice is CORRECT?
28 / 40
hich practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
29 / 40
Which statement about the service value chain is CORRECT?
30 / 40
Which statement about the ‘continual improvement model’ is CORRECT?
31 / 40
What describes how components and activities work together to facilitate value creation?
32 / 40
Which skill is required by the �service level management� practice?
33 / 40
What can help to reduce resistance to a planned improvement when applying the guiding principle �collaborate and promote visibility�?
34 / 40
What is defined as a change of state that has significance for the management of an IT service?
35 / 40
Which is a purpose of the �relationship management� practice?
36 / 40
hich practice requires skills and competencies related to business analysis, supplier management and relationship management?
37 / 40
hat is the MAIN benefit of ‘problem management’?
38 / 40
hich practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
39 / 40
Which practice has the purpose of ensuring that the organization�s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
40 / 40
hich statement about change authorities is CORRECT?
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