ITIL

What is the expected outcome from using a service value chain?A . Service value streamsB . Customer engagementC . Value realizationD . The application of practicesView AnswerAnswer: C

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 . assetsB . valuesC . elementsD . servicesView AnswerAnswer: D

Which is part of service provision?A . The management of resources configured to deliver the serviceB . The management of resources needed to consume the serviceC . The grouping of one or more services based on one or more productsD . The joint activities performed to ensure continual value co-creationView...

Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B

Which statement about outcomes is CORRECT?A . Outcomes are one or more services that fulfill the needs of a service consumerB . Service providers help service consumers achieve outcomesC . Outcomes help service consumers achieve outputsD . Helping service consumers achieve outcomes reduces service provider costsView AnswerAnswer: B

What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?A . Progress iteratively with feedbackB . Focus on valueC . Think and work holisticallyD . Keep it simple and practicalView AnswerAnswer: D

Which skill is an essential part of the 'service level management' practice?A . Technical knowledgeB . ListeningC . DiagnosisD . Problem analysisView AnswerAnswer: B

When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A

What are the ITIL guiding principles used for?A . To help an organization make good decisionsB . To direct and control an organizationC . To identify activities that an organization must perform in order to deliver a valuable serviceD . To ensure that an organization’s performance continually meets stakeholders’ expectationsView...