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Question # 4

Which is the CORRECT of the ‘R’ role in a RACI matrix?

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

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Question # 5

Which statement about the known error database (KEDB) is CORRECT?

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB) and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

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Question # 6

Which statement about IT service management is CORRECT?

D18912E1457D5D1DDCBD40AB3BF70D5D

A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

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Question # 7

What can a service remove from the consumer and impose on the consumer?

A.

Utility

B.

Asset

C.

Cost

D.

Outcome

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Question # 8

Which is intended to help an organization adopt and adapt ITIL guidance?

A.

The four dimensions of service

B.

Practices

C.

The service value chain

D.

The guiding principles

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Question # 9

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

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Question # 10

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's information.

A.

protect

B.

store

C.

audit

D.

provide

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Question # 11

Which usually requires a team of representatives from many stakeholder groups?

A.

Fulfilling a service request

B.

Authorizing an emergency change

C.

Logging a new problem

D.

Investigating a major incident

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Question # 12

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

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Question # 13

In which step of the ‘continual improvement model’ is an improvement plan implemented?

A.

What is the vision?

B.

How do we get there?

C.

Take action

D.

Did we get there?

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Question # 14

What ensures that a service provider and a service consumer continually co-create value?

A.

Service consumption

B.

Service offerings

C.

Change enablement

D.

Service relationship management

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Question # 15

Which service value chain activity deals with the purchase of new products?

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Question # 16

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

A.

IT asset management

B.

Deployment management

C.

Continual management

D.

Monitoring and event management

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Question # 17

Which practice has a purpose that includes managing authentication and non-repudation?

A.

Information security management

B.

IT Asset Management

C.

Change enablement

D.

Service Configuration management

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Question # 18

Which step of the 'continual improvement model' defines measurable targets?

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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Question # 19

Which is the BEST type of resource for investigating complex incidents?

A.

Self-help systems

B.

Knowledgeable support staff

C.

Detailed work instructions

D.

Disaster recovery plans

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Question # 20

Which practice ensures that a variety of access channels are available for users to report issues?

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

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Question # 21

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

A.

Service relationship management

B.

Service consumption

C.

The service value system

D.

The release management' practice

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Question # 22

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A.

Problem identification

B.

Problem control

C.

Error control

D.

Problem analysis

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Question # 23

Which is described by the 'organizations and people' dimension of service management?

A.

Workflows and controls

B.

Communication and collaboration

C.

Inputs and outputs

D.

Contracts and agreements

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Question # 24

Which of the following is included in the purpose of the 'continual improvement' practice?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

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Question # 25

Which is an activity in the 'Problem control' phase of problem management?

A.

Re-assessing a known error to manage the ongoing impact.

B.

Reviewing incident records to identity trends

C.

Implementing a technical fix to resolve an issue

D.

Documenting the steps in workaround

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Question # 26

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.

A.

costs

B.

users

C.

value

D.

performances

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Question # 27

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

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

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Question # 28

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

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

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Question # 29

What should be done for every problem?

A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possible solutions

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Question # 30

What is the starting point for optimization?

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

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Question # 31

What is an IT asset?

A.

The removal of anything that could have a direct or indirect effect on services

B.

Any component that needs to be managed in order to deliver a service

C.

A request from a user that initiates a service action

D.

Any financially valuable component that can contribute to delivery of an IT product or service

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Question # 32

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A.

As an event

B.

As a problem

C.

As a service request

D.

As a change request

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Question # 33

Which statement about costs is CORRECT?

A.

Costs removed from the consumer are part of service consumption

B.

Costs imposed on the consumer are costs of service utility

C.

Costs removed from the consumer are part of the value proposition

D.

Costs imposed on the consumer are costs of service warranty

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Question # 34

Which describes outcomes?

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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Question # 35

Which describes a standard change?

A.

A high-risk change that needs very thorough assessment

B.

A change that is typically implemented as a service request

C.

A change that must be implemented as soon as possible

D.

A change that needs to be scheduled, assessed and authorized following a defined process

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Question # 36

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 [?].

A.

assets

B.

values

C.

elements

D.

services

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Question # 37

Which is NOT a key focus of the 'information and technology' dimension?

A.

Workflow management and inventory systems

B.

Communication systems and knowledge bases

C.

Roles and responsibilities

D.

Security and compliance

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Question # 38

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A.

Change control

B.

Continual improvement

C.

Problem management

D.

Service desk

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Question # 39

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

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Question # 40

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

A.

Immediate escalation

B.

Specialist teams

C.

A separate process

D.

Third party support

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Question # 41

Which activity is part of the 'continual improvement' practice?

A.

Populating and maintaining the asset register

B.

Providing a clear path for users to report issues, queries, and requests

C.

Delivering tactical and operational engagement with customers

D.

Identifying and logging opportunities

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Question # 42

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management

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Question # 43

Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

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Question # 44

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

A.

Service desk

B.

Service request management

C.

Service level management

D.

Service configuration management

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Question # 45

Which statement about known errors and problems is CORRECT?

A.

Known error is the status assigned to a problem after it has been analysed

B.

A known error is the cause of one or more problems

C.

Known errors cause vulnerabilities, problems cause incidents

D.

Known errors are managed by technical staff, problems are managed by service management staff

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Question # 46

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

A.

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

B.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

C.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

D.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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Question # 47

What is the PRIMARY use of a change schedule?

A.

To support the ‘incident management’ practice and improvement planning

B.

To manage emergency changes

C.

To plan changes and help avoid conflicts

D.

To manage standard changes

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Question # 48

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A.

Service configuration management

B.

Service desk

C.

Problem management

D.

Deployment management

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Question # 49

Which BEST describes the purpose of the 'improve' value chain activity?

A.

To organize a major improvement initiative into several smaller initiatives

B.

To make new and improved services and features available for use

C.

To ensure a shared understanding of the vision and improvement direction for all products and services

D.

To continually improve all products and services across all value chain activities

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Question # 50

What is a definition of a problem?

A.

An unplanned interruption to a service, or reduction in the quality of a service

B.

A cause, or potential cause, of one or more incidents

C.

An incident for which a full resolution is not yet available

D.

Any change of state that has significance for the management of a configuration item (CI)

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Question # 51

Which is a use of the change schedule?

A.

Assigning resources to changes

B.

Deciding the approval authority for changes

C.

Automating the change process

D.

Creating change models

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Question # 52

What is a cause, or potential cause, of one or more incidents?

A.

A configuration item

B.

A workaround

C.

An incident

D.

A problem

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Question # 53

How can a service consumer contnbute to the reduction of nsk?

A.

By providing the service in accordance with requirements

B.

By ensuring that the service provider's resources are correctly configured

C.

By fully understanding then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

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Question # 54

Which statement about emergency changes is CORRECT?

A.

The testing of emergency can be eliminated in order to implement the change quickly

B.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.

Emergency changes should be authorized and implemented as service requests

D.

Emergency changes must be fully documented before authorization and implementation

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Question # 55

Which guiding principle considers the importance of customer loyalty?

A.

Progress iteratively with feedback

B.

Focus on value

C.

Optimize and automate

D.

Start where you are

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Question # 56

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?

A.

Service desk

B.

Monitoring and event management

C.

Service level management

D.

Continual improvement

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Question # 57

Which is a risk that might be removed from a service consumer by an IT service?

A.

Service provider ceasing to trade

B.

Security breach

C.

Failure of server hardware

D.

Cost of purchasing servers

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Question # 58

Which statement about outcomes is CORRECT?

A.

They are deliverables provided to service consumers.

B.

They allow service consumers to achieve a desired result.

C.

They provide products to service providers based on outputs.

D.

The co-create value for service providers by reducing costs and risks.

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Question # 59

Which value chain activity ensures that ongoing service activity meets user expectations?

A.

Plan

B.

Engage

C.

Obtain/build

D.

Deliver and support

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Question # 60

Which is part of the ‘focus on value’ guiding principle?

A.

Understanding what services help the service consumer

B.

Reducing the number of steps in the customer experience

C.

Assessing services to identify parts that can be reused

D.

Identifying activities that can be achieved in smaller iterations

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Question # 61

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

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 62

What can be described as an operating model for the creating and management of products and services?

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

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Question # 63

How are target resolution times used in the 'incident management' practice?

A.

They are agreed, documented, and communicated to help set user expectations

B.

They are established, reviewed, and reported to ensure that customers are happy with the service

C.

They are initiated, approved, and managed to ensure that predictable responses are achieved

D.

They are scheduled, assessed and authorized to reduce the risk of service failures

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Question # 64

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

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Question # 65

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

A.

Restricting information about the improvement to essential stakeholders only.

B.

Increasing collaboration and visibility for the improvement.

C.

Involving customers after all planning has been completed.

D.

Engaging every stakeholder group in the same way, with the same communication.

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Question # 66

Which practice recommends the use of event-based surveys to gather feedback from customers?

A.

Service level management

B.

Change enablement

C.

Service request management

D.

Problem management

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Question # 67

Which statement about service offerings is CORRECT?

A.

The same product can be used as a basis for more than one service offering

B.

Service offerings include the transfer of goods from the consumer to the prowler

C.

Service offerings describe how providers and consumers cooperate to co-create value

D.

Each service should be described to consumers as a single service offering

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Question # 68

Which includes governance, management practices, and continual improvement?

A.

The service value system

B.

The 'deliver and support' value chain activity

C.

The 'focus on value' guiding principle

D.

The 'value stream and processes' dimension

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Question # 69

Which statement about outcomes is CORRECT?

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

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Question # 70

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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Question # 71

Which activity is NOT recommended by the start where you are' guiding principle?

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

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Question # 72

Which is included in the purpose of the 'improve' value chain activity?

A.

Ensuring the continual improvement of practices across all value chain activities

B.

Ensuring that services continually meet expectations for quality, costs, and lime to market

C.

Ensuring a shared understanding of the improvement direction for services across the organization

D.

Ensuring continual engagement and good relationships with all stakeholders

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Question # 73

When is the earliest that a workaround can be documented in ‘problem management’?

A.

After the problem has been logged

B.

After the problem has been prioritized

C.

After the problem has been analyzed

D.

After the problem has been resolved

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Question # 74

What is defined as "the role that uses services?

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

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Question # 75

How is a continual improvement register used?

A.

To record requests for provision of a resource or service

B.

To provide a structured approach to implementing improvements

C.

To organize past, present, and future improvement ideas

D.

To authorize changes to implement improvement initiatives

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