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NEW QUESTION # 37
How can a service consumer contnbute to the reduction of nsk?
- A. By fully understanding then own requirements for the service
- B. By providing the service in accordance with requirements
- C. By managing the detailed level of risk on behalf of the service provider
- D. By ensuring that the service provider's resources are correctly configured
Answer: A
NEW QUESTION # 38
How should the workflow for a new service request be designed?
- A. Avoid workflows for simple service requests
- B. Use a single workflow for all types of service request
- C. Leverage existing workflows whenever possible
- D. Use different workflows for each type of service request
Answer: C
NEW QUESTION # 39
Which of the following is NOT a valid objective of Request Fulfillment?
- A. To provide information to users about what services are available and how to request them
- B. To provide a channel for users to request and receive standard services
- C. To update the Service Catalogue with services that may be requested through the Service Desk
- D. To source and deliver the components of standard services that have been requested
Answer: C
NEW QUESTION # 40
Which is a recommendation of the guiding principle 'think and work holistically'?
- A. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
- B. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
- C. Review service management practices and remove any unnecessary complexity
- D. Conduct a review of existing service management practices and decide what to keep and what to discard
Answer: B
NEW QUESTION # 41
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
- A. Service level management
- B. Service catalogue management
- C. Demand management
- D. Service transition
Answer: B
NEW QUESTION # 42
Which practice is most likely to benefit from the use of chatbots?
- A. Continual improvement
- B. Service level management
- C. Service desk
- D. Change enablement
Answer: C
NEW QUESTION # 43
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
- A. organizations
- B. relationships
- C. outcomes
- D. services
Answer: D
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/
NEW QUESTION # 44
When should a workaround be created?
- A. When a problem cannot be resolved quickly
- B. After the resolution of a problem
- C. When a potential permanent solution has been identified
- D. As soon as possible, once the incident is logged
Answer: A
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION # 45
Which of the following are valid parts of the Service Portfolio?
1.Service Pipeline
2.Service Knowledge Management System (SKMS)
3.Service Catalogue
- A. 1 and 3 only
- B. All of the above
- C. 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION # 46
Which of the following models would be MOST useful in helping to define an organizational structure?
- A. Continual Service improvement (CSI) model.
- B. Service Model
- C. RACI model
- D. The Deming Cycle
Answer: C
NEW QUESTION # 47
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
- A. Service Design
- B. Service Transition
- C. Service Strategy
- D. Service Operation
Answer: C
NEW QUESTION # 48
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 # 49
Which of the following is the goal or purpose of service level management?
- A. To carry out the service operations activities needed to support current IT services
- B. To ensure that an agreed level of IT service is provided for all current IT services
- C. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- D. To create and populate a service catalogue
Answer: B
NEW QUESTION # 50
Which of the following is an example of workaround?
- A. A server is restarted to resolve an incident
- B. An email server is restored after an incident is reported
- C. A defective network switch is replaced with a new one
- D. Server memory is increased when the server is unresponsive
Answer: A
NEW QUESTION # 51
How should an organization include third-party suppliers in the continual improvement of services?
- A. Require evidence that the supplier implements all improvements using project management practices
- B. Ensure suppliers include details of their approach to service improvement in contracts
- C. Ensure that all supplier problem management activities result in improvements
- D. Require evidence that the supplier uses agile development methods
Answer: B
NEW QUESTION # 52
Which statement BEST describes the value of service strategy to the business?
- A. It allows higher volumes of successful change
- B. It enables the service provider to understand what levels of service will make their customers successful
- C. It reduces unplanned costs through optimized handling of service outages
- D. It reduces the duration and frequency of service outages
Answer: B
NEW QUESTION # 53
Who is responsible for defining Key Performance Indicators (KPIs) for the Change Management process?
- A. The continual service improvement manager
- B. The change advisory board (CAB)
- C. The change management process owner
- D. The service owner
Answer: C
NEW QUESTION # 54
What type of change is often used for resolving incidents or implementing security patches?
- A. Emergency change
- B. Normal change
- C. Change model
- D. Standard change
Answer: A
Explanation:
* A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
* The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
* The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 55
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
- A. Transition planning and support
- B. Service transition management
- C. Change management
- D. Design co-ordination
Answer: A
NEW QUESTION # 56
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A. Using complex technical terminology in service level agreements (SLAs)
- B. Understanding the ongoing requirements of customers
- C. Measuring low-level operational activities
- D. Creating targets based on the percentage of uptime of a service
Answer: B
NEW QUESTION # 57
Which is a financially valuable component that can contribute to the delivery of a service?
- A. Sponsor
- B. IT asset
- C. Service offering
- D. Configuration item
Answer: B
Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%
20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.
NEW QUESTION # 58
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