Exact2Pass
Which statement about IT service management is CORRECT?
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Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which usually requires a team of representatives from many stakeholder groups?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What ensures that a service provider and a service consumer continually co-create value?
Which service value chain activity deals with the purchase of new products?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which practice has a purpose that includes managing authentication and non-repudation?
Which step of the 'continual improvement model' defines measurable targets?
Which practice ensures that a variety of access channels are available for users to report issues?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which is described by the 'organizations and people' dimension of service management?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is an activity in the 'Problem control' phase of problem management?
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.
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
Which guiding principle helps to ensure that better information is available for decision making?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
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 [?].
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Which is a risk that might be removed from a service consumer by an IT service?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
What can be described as an operating model for the creating and management of products and services?
How are target resolution times used in the 'incident management' practice?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which includes governance, management practices, and continual improvement?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which activity is NOT recommended by the start where you are' guiding principle?
When is the earliest that a workaround can be documented in ‘problem management’?