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NEW QUESTION 68
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service level management
- B. Problem management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 69
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Incident management
- C. Change control
- D. Monitoring and event management
Answer: D
NEW QUESTION 70
Which statement about outcomes is CORRECT?
- A. An output can be enabled by one or more outcomes
- B. An outcome is a tangible or intangible activity
- C. An outcome can be enabled by more than one output
- D. Outcomes are how the service performs
Answer: C
NEW QUESTION 71
What are 'engage', `plan' and `improve' examples of?
- A. Service value chain activities
- B. Service level management
- C. Service value chain inputs
- D. Change control
Answer: A
NEW QUESTION 72
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should only be taken into account when one iteration fails to meet its objective
- B. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- C. Each iteration should be continually re-evaluated based on feedback
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: C
NEW QUESTION 73
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. People capacity management
- C. Business capacity management
- D. Service capacity management
Answer: B
NEW QUESTION 74
Which statement about emergency changes is CORRECT?
- A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
- B. Emergency changes should be authorized and implemented as service requests
- C. Emergency changes must be fully documented before authorization and implementation
- D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: A
NEW QUESTION 75
Which service level metrics are BEST for measuring user experience?
- A. Metrics for the percentage of uptime of a service
- B. Single system-based metrics
- C. Metrics linked to defined outcomes
- D. Operational metrics
Answer: C
NEW QUESTION 76
What should be used to set user expectations for request fulfillment times?
- A. The consumer demand for the service
- B. The service levels of the supplier
- C. The time needed to realistically deliver the service
- D. The time that the customer indicates for service delivery
Answer: C
NEW QUESTION 77
What do customers NOT have ownership of when receiving value from services?
- A. Specific risks and impacts
- B. Specific costs and outcomes
- C. Specific costs and risks
- D. Specific outcomes and impacts
Answer: A
NEW QUESTION 78
Which statement about metrics is CORRECT?
- A. Technology metrics can be used to measure component performance and availability
- B. Technology metrics can be used to determine the overall health of a process
- C. Process metrics can be used to measure end-to-end service performance
- D. Process metrics can be used to measure the utilization of a supplier's network
Answer: A
Explanation:
Explanation
NEW QUESTION 79
What is 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?
- A. Service management
- B. A service
- C. An IT asset
- D. Continual improvement
Answer: B
NEW QUESTION 80
Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?
- A. During peak or holiday periods when emergencies are more likely to occur
- B. In an emergency situation when it is not possible to convene a full CAB
- C. Outside the normal working hours of the business unit
- D. Following a full change advisory board (CAB) to resolve any outstanding agenda items
Answer: B
NEW QUESTION 81
What are the ITIL guiding principles used for?
- A. To help an organization make good decisions
- B. To identify activities that an organization must perform in order to deliver a valuable service
- C. To ensure that an organization's performance continually meets stakeholders' expectations
- D. To direct and control an organization
Answer: A
NEW QUESTION 82
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 83
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
NEW QUESTION 84
What are the MOST important skills required by service desk staff?
- A. Supplier management skills
- B. Technical skills
- C. Problem resolution skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 85
What is part of a configuration management system (CMS)?
1. Configuration records
2. Configuration management databases
3. Physical assets
4. Release plans
- A. 3 and 4
- B. 1 and 3
- C. 1 and 2
- D. 2 and 4
Answer: C
NEW QUESTION 86
When should a change request be submitted to resolve a problem?
- A. As soon as the analysis of the frequency and impact of incidents justifies the change
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as a solution for the problem has been identified
Answer: C
NEW QUESTION 87
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