Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
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 performances are [?] appropriately to support the seamless provision of quality products and services.
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which value chain activity is concerned with the availability of service components?
What type of change is often used for resolving incidents or implementing security patches?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which statement about the input and output of the value chain activities is CORRECT?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
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.
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
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
Which service management dimension is focused on activities and how these are coordinated?
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?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
What should be done to determine the appropriate metrics for measuring a new service?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
When should a full risk assessment and authorization be carried out for a standard change?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which practice's purpose includes creating closer more collaborative relationships?