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Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A . Progress iteratively with feedbackB . Keep is simple and practicalC . Start where you areD . Focus on valueView AnswerAnswer: C
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
Which is NOT a key focus of the 'information and technology' dimension?
Which is NOT a key focus of the 'information and technology' dimension?A . Workflow management and inventory systemsB . Communication systems and knowledge basesC . Roles and responsibilitiesD . Security and complianceView AnswerAnswer: C
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 [?
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.A . informationB . utilityC . warrantyD . costsView AnswerAnswer: D
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 [?
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.A . informationB . utilityC . warrantyD . costsView AnswerAnswer: D
Which describes outcomes?
Which describes outcomes?A . Tangible or intangible deliverablesB . Results desired by a stakeholderC . Configuration of an organization's resourcesD . Functionality offered by a product or serviceView AnswerAnswer: B
Change control
Change controlA . 1 and 2B . 1 and 4C . 3 and 4D . 2 and 3View AnswerAnswer: B
Which of the following is an example of incident?
Which of the following is an example of incident?A . A backup server is being rebooted while services are running on the primary serverB . An application is not available during the business hoursC . A user has requested access to a shared repositoryD . A user wants to reset...
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?A . Incident managementB . Continual improvementC . Service request managementD . Problem managementView AnswerAnswer: B
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?
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 managementB . Continual improvementC . A serviceD . An IT assetView AnswerAnswer: C
