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Question # 4

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 # 5

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 # 6

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A.

Suppliers

B.

Customers

C.

Relationship managers

D.

Developers

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Question # 7

What type of change is often used for resolving incidents or implementing security patches?

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

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Question # 8

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

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Question # 9

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 # 10

Which practice balance management of risk with maximizing throughput?

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

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Question # 11

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 # 12

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.

Service request management

B.

Service desk

C.

Problem management

D.

Continual management

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Question # 13

Which is a financially valuable component that can contribute to the delivery of a service?

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

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Question # 14

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 15

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

A.

Change

B.

Event

C.

Known error

D.

Problem

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Question # 16

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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Question # 17

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Question # 18

Which statement about outcomes is CORRECT?

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

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Question # 19

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 # 20

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 # 21

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

A.

Measuring the performance over the first six months, and basing a solution on the results

B.

Asking customers to provide numerical targets that meet their needs

C.

Using operational data to provide detailed service reports

D.

Asking customers open questions to establish their requirements

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Question # 22

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

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

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Question # 23

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 # 24

Which activity captures the demand for incident resolution and service requests?

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management

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Question # 25

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 # 26

What helps diagnose and resolve a simple incident?

A.

Rapid escalation

B.

Formation of a temporary team

C.

The use of scripts

D.

Problem prioritization

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Question # 27

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 # 28

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A.

Service configuration management

B.

Problem management

C.

Service level management

D.

Change control

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Question # 29

How should an organization adopt continual improvement methods?

A.

Use a new method for each improvement the organization handles

B.

Select a few key methods for the types of improvement that the organization handles

C.

Build the capability to use as many improvement methods as possible

D.

Select a single method for all improvements that the organization handles

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Question # 30

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

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Question # 31

Which are elements of the service value system?

A.

Service provision, service consumption, service relationship management

B.

Governance, service value chain, practices

C.

Outcomes, utility, warranty

D.

Customer value, stakeholder value, organization

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Question # 32

What is defined as a change of state that has significate for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

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Question # 33

What is an incident?

A.

The planned removal of an item that might affect a service

B.

A result enabled by one or more outputs

C.

A possible future event that could cause harm

D.

A service interruption resolved by the use of self-help tools

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Question # 34

What is a service?

A.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.

A tangible or intangible deliverable of an activity

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

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Question # 35

Which practice needs people who understand complex systems and have creative and analytical skills?

A.

Change enablement

B.

Service level management

C.

Service request management

D.

Problem management

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Question # 36

Which is handled as a service request?

A.

An investigation to identify the cause of an incident

B.

A compliment about an IT support team

C.

The failure of an IT service

D.

An emergency change to implement a security patch

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Question # 37

What is the purpose of problem management?

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

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Question # 38

Which does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

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Question # 39

What does ‘change enablement’ PRIMARILY focus on?

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Question # 40

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 # 41

Which function is responsible for the management of a data centre?

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

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Question # 42

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 # 43

Which role approves the cost of services?

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

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Question # 44

Which is included in the purpose of the ‘service level management’ practice?

A.

To maximize the number of successful service and product changes

B.

To ensure accurate information about the configuration of services is available

C.

To set clear business-based targets for service levels

D.

To ensure that suppliers and their performance are managed appropriately

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Question # 45

Which process works with incident management to ensure that security breaches are detected and logged?

A.

Change management

B.

Service level management

C.

Access management

D.

Continual service improvement

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Question # 46

Which statement about the automation of service requests is CORRECT?

A.

Service requests that cannot be automated should be handled as incidents

B.

Service requests and their fulfillment should be automated as much as possible

C.

Service requests that cannot be automated should be handled as problems

D.

Service requests and their fulfillment should be carried out by service desk staff without automation

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Question # 47

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A.

Incidents

B.

Problems

C.

Events

D.

Requests

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Question # 48

What must always be done before an activity is automated?

A.

Check that the activity has already been optimized

B.

Check that suitable new technology has been purchased

C.

Ensure that DevOps has been successfully implemented

D.

Ensure the solution removes the need for human intervention

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Question # 49

What is a problem?

A.

An addition or modification that could have an effect on services

B.

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

C.

A cause or potential cause of one or more incidents

D.

An unplanned reduction in the quality of a service

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Question # 50

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 # 51

Which statement about ‘continual improvement’ is CORRECT?

A.

All improvement ideas should be logged in a single ‘continual improvement register’

B.

A single team should carry out ‘continual improvement’ across the organization

C.

‘Continual improvement’ should have minimal interaction with other practices

D.

Everyone in the organization is responsible for some aspects of ‘continual improvement’

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Question # 52

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 # 53

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

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Question # 54

Which statement about the ‘incident management’ practice is CORRECT?

A.

It identifies the cause of major incidents.

B.

It authorizes changes to resolve incidents.

C.

It maintains detailed procedures for diagnosing incidents.

D.

It resolves the highest impact incidents first.

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Question # 55

What can be used to determine if a service is 'fit for purpose'?

A.

Availability

B.

Warranty

C.

Outcome

D.

Utility

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Question # 56

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A.

Focus on value

B.

Start where you are

C.

Think and work holisocally

D.

Optimize and automate

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Question # 57

Which statement about managing incidents is CORRECT?

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

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Question # 58

What are the MOST important skills required by service desk staff?

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

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Question # 59

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

services?

A.

Progress iteratively with feedback

B.

Keep is simple and practical

C.

Start where you are

D.

Focus on value

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Question # 60

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Question # 61

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

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Question # 62

What is an output?

A.

A possible event that could cause harm or loss

B.

Something created by carrying out an activity

C.

A result for a stakeholder

D.

A change of state that has significance for the management of a configuration item

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Question # 63

Which statement about a ‘continual improvement register’ is CORRECT?

A.

It should be managed at the senior level of the organization

B.

It should be used to capture user demand

C.

There should only be one for the whole organization

D.

It should be re-prioritized as ideas are documented

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Question # 64

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

A.

Asking questions that appear to be stupid

B.

Identifying what is available to be leveraged

C.

Building something completely new

D.

Collecting data directly from the source

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Question # 65

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

KPI reports

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Question # 66

What impact does automation have on a service desk?

A.

Less low level work and a greater ability to focus on user experience

B.

Increased phone contact and a reduced ability to focus on user experience

C.

Ability to work from multiple locations, geographically dispersed

D.

Ability to work from a single centralised location

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Question # 67

Which statement about the ‘continual improvement model’ is CORRECT?

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The flow of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

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Question # 68

Which statement about the service value chain is CORRECT?

A.

The service value chain converts value into demand

B.

Each value chain activity uses different combinations of practices to convert inputs into outputs

C.

Each value chain activity identifies a requirement for resources from an external supplier

D.

The service value chain uses value streams to describe a combination of consumers and providers

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Question # 69

Which dimension of service management considers how activities are coordinated?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Question # 70

Which statement about service requests is CORRECT?

A.

Complex service requests should be dealt with as normal changes

B.

Service requests that require simple workflows should be dealt with as incidents

C.

Service requests require workflows that should use manual procedures and avoid automation

D.

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

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Question # 71

Which action is performed by a service provider?

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods

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Question # 72

Which practices is MOST associate with the use of empathy to understand users?

A.

Service desk

B.

Continual improvement

C.

Service level management

D.

Change enablement

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Question # 73

Identity the missing word(s) in the blowing sentence.

The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

A.

events

B.

charges

C.

IT assets

D.

known errors

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Question # 74

Which guiding principle discourages 'silo activity'?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Keep it simple and practical

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Question # 75

Which describes a CORRECT approach to change authorization?

A.

Changes included in the change schedule are pre-authorized and do not need additional authorization

B.

formal changes should be assessed and authorized before they are deployed

C.

Emergency changes should be authorized by as many people as possible to reduce risk

D.

formal changes are typically implemented as service requests and authorized by the service desk

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