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Which is described by the 'organizations and people' dimension of service management?
What is the customer of a service responsible for?
Which statement about the input and output of the value chain activities is CORRECT?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
For which purpose would the continual improvement practice use a SWOT analysis?
What ensures that a service provider and a service consumer continually co-create value?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Why should a service level agreement include bundles of metrics?
Which is an input to the service value system?
Which is included in the purpose of the 'improve' value chain activity?
Which practice has a purpose that includes managing authentication and non-repudation?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which is a key element of the 'think and work holistically' guiding principle?
Which is the definition of an IT asset?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which statement about emergency changes is CORRECT?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which is described by the ‘organizations and people’ dimension of service management?
What type of change is MOST likely to be managed by the 'service request management' practice?
When should the effectiveness of a problem workaround be assessed?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which of these should be logged and managed as a problem?
Which dimension considers how knowledge assets should be protected?
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.
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
What is an IT asset?
What is the purpose of the 'relationship management' practice?
Which competencies are required by the 'service level management' practice?
Which guiding principle recommends standardizing and streamlining manual tasks?
What is an output?
Which dimension includes a workflow management system?
Which is the purpose of the 'monitoring and event management' practice?
What should be done to determine the appropriate metrics for measuring a new service?
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.
Which guiding principle helps to ensure that better information is available for decision making?
What is the starting point for optimization?
What is the purpose of the ‘deployment management’ practice?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
What is a change schedule PRIMARILY used for?
What is a service?
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
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
What can be used to help determine the impact level of a problem?
Which statement about metrics is CORRECT?
Which is a purpose of the ‘service desk’ practice?
Which statement about IT service management is CORRECT?
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What can a service remove from the consumer and impose on the consumer?
What is the CORRECT definition of service management?
Which is included in the purpose of the ‘service level management’ practice?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
What is NOT within the scope of service catalogue management?
Why should some service requests be fulfilled with no additional approvals?
Which usually requires a team of representatives from many stakeholder groups?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
What is the purpose of problem management?
What is the purpose of the ‘incident management’ practice?
What can be used to determine if a service is 'fit for purpose'?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
In which situation will incident management USUALLY use a separate process?
Which of the following is included in the purpose of the 'continual improvement' printer?
Which statement about service relationship management is CORRECT?
Which practice provides a communications point for users to report operational issues, queries and requests?
What impact does automation have on a service desk?
Which should be handled by ‘service request management’?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which statement about outcomes is CORRECT?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which costs are included in the value proposition of a service?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which ITIL concept helps an organization to make good decisions?
Which describes a ‘change authority’?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
What type of change is MOST likely to be managed as a service request?
Which practice handles all pre-defined user-initiated service actions?