問題一覧
1
Which is intended to help an organization adopt and adapt ITIL guidance?
The guiding principles
2
Which value chain activity communicates the current status of all four dimensions of management?
Plan
3
3.Identify the missing words in the following sentence. The purpose of the ___ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives
service value system
4
Which statement about the 'service desk' practice is CORRECT
It needs a practical understanding of the business processes
5
What is a problem?
A cause or potential cause of one or more incidents
6
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
7
How does customer engagement contribute to the 'service level management practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions
1 & 4
8
Which dimension of service management considers governance, management, and communication?
Organizations and people
9
Which guiding principle recommends assessing the current state and deciding what can be reused
Start where you are
10
Which practice has a purpose that includes restoring normal service operation as quickly as possible
Incident management
11
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
Progress iteratively with feedback
12
Why should incidents be prioritized?
To ensure that incidents with the highest business impact are resolved first
13
Which practice provides support for managing feedback, compliments and complaints from users?
Service request management
14
What is the effect of increased automation on the 'service desk' practice?
Greater ability to focus on customer experience when personal contact is needed
15
What is the reason for using a balanced bundle of service metrics?
It provides an outcome-based view of services
16
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Focus on value
17
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Collaborate and promote visibility
18
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Service level management
19
19.Which statement about known errors and problems is CORRECT?
Known error is the status assigned to a problem after it has been analyzed
20
How do all value chain activities transform inputs to outputs?
By using a combination of practices
21
Which is the purpose of the 'monitoring and event management' practice?
To systematically observe services and service components, and record and report selected changes of state
22
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Service relationship management
23
Which practice may involve the initiation of disaster recovery?
Incident management
24
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
IT asset management
25
What does the 'service request management practice depend on for maximum efficiency?
Processes and procedures
26
How should an organization include third-party suppliers in the continual improvement of services?
Ensure suppliers include details of their approach to service improvement in contracts
27
What is the starting point for optimization?
Understanding the vision and objectives of the organization
28
Which is the BEST example of an emergency change?
The implementation of a security patch to a critical software application
29
Which statement about change authorization is CORRECT?
A change authority should be assigned to each type of change and change model
30
What considerations influence the supplier strategy of an organization?
Corporate culture of the organization
31
Which term describes the functionality offered by a service?
Utility
32
What is the purpose of the 'relationship management' practice?
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
33
What should be done for every problem?
It should be prioritized based on its potential impact and probability
34
What should all 'continual improvement' decisions be based on?
Accurate and carefully analyzed data
35
Why should service desk staff detect recurring issues?
To help identify problems
36
What is an output?
Something created by carrying out an activity
37
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Service configuration management
38
What type of change is MOST likely to be managed by the 'service request management practice?
A standard change
39
Identify the missing word in the following sentence. A known error is a problem that has been ___ and has not been resolved.
analyzed
40
Identify the missing word in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the ____ of service consumption.
outcomes