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NEW QUESTION 43
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Immediate escalation
- B. A separate process
- C. Third party support
- D. Specialist teams
Answer: B
NEW QUESTION 44
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 45
Which BEST describes the purpose of the CSI register?
- A. To capture, record and prioritize all improvement opportunities
- B. To be a central repository for all IT service management related information
- C. To store details of all component CIs and their interfaces
- D. To record details of all live services and their service targets
Answer: A
NEW QUESTION 46
How does information about problems and known errors contribute to 'incident management'?
- A. It enables the reassessment of known errors
- B. It removes the need for regular customer updates
- C. It enables quick and efficient diagnosis of incidents
- D. It removes the need for collaboration during incident resolution
Answer: C
NEW QUESTION 47
Which is an example of how service automation assists service automation assists service management?
- A. The capacity of services can be adjusted to respond to respond to variations in demand
- B. The capacity of the service desk can be reduced to prevent users contacting it at busy times
- C. Requests for new services can be authorized by anyone in service management
- D. Customers can employ more sales staff during peak business periods
Answer: A
NEW QUESTION 48
Which statement BEST describes a service request?
- A. A request from a customer for a new service
- B. A generic description for the many types of request for change (RFC) that are received by the IT organization
- C. A generic description for the many different types of demands that are placed upon the IT organization by the users
- D. A high priority RFC from a senior manager
Answer: C
NEW QUESTION 49
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 50
Which is a key requirement for a successful service level agreement?
- A. It should be based on the service provider's view of the service
- B. It should be written in legal language
- C. It should relate to simple operational metrics
- D. It should be simply written and easy to understand
Answer: D
NEW QUESTION 51
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 52
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem identification, problem control, error control
- C. Problem logging, problem classification, problem resolution
- D. Problem analysis, error identification, incident resolution
Answer: B
NEW QUESTION 53
Which is the CORRECT description of an outcome?
- A. The prediction of the future demand requirements for an activity, process or IT service
- B. The inputs that trigger an action for an activity, process or IT service
- C. The design and development of the activities that make up a process or IT service
- D. The result of carrying out an activity, following a process, or delivering an IT service
Answer: D
NEW QUESTION 54
Which process works with change management to ensure only authorized components are used?
- A. Service asset and configuration management
- B. Knowledge management
- C. Financial management for IT services
- D. Service portfolio management
Answer: A
NEW QUESTION 55
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 56
Which dimension includes activities and workflows?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION 57
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. services
- B. values
- C. elements
- D. assets
Answer: A
NEW QUESTION 58
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 59
Which describes a set of defined steps for implementing improvements?
- A. The `engage' value chain activity
- B. The `continual improvement model'
- C. The `continual improvement register'
- D. The `improve' value chain activity
Answer: B
NEW QUESTION 60
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 61
How does a service consumer contribute to the reduction of disk?
- A. By communicating constraints
- B. By managing server hardware
- C. By managing staff availability
- D. By paying for the service
Answer: A
NEW QUESTION 62
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 63
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. value
- B. costs
- C. performances
- D. users
Answer: C
NEW QUESTION 64
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 65
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using single-system-based metrics that relate to outputs
- B. Using an agreement between the service provider and service supplier
- C. Using bundled metrics to relate performance to outcomes
- D. Using individual metrics that relate to the service catalogue
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 66
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
Explanation:
Explanation
NEW QUESTION 67
Which statement BEST describes the value of the service transition stage to the business?
- A. It supports the creation of a catalogue of services?
- B. It leads to gradual and continual improvement in service quality
- C. It ensures the production of more successful service designs
- D. It results in higher volumes of successful change
Answer: D
NEW QUESTION 68
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