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Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?A . Problem managementB . Supplier managementC . Release managementD . Service deskView AnswerAnswer: D
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?A . Information security managementB . Monitoring and event managementC . Incident managementD . Change controlView AnswerAnswer: B
How does a service consumer contribute to the reduction of disk?
How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C
Normal changes should be handled as service requests
Normal changes should be handled as service requestsA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: A
What is defined as any component that needs to be managed in order to deliver an IT service?
What is defined as any component that needs to be managed in order to deliver an IT service?A . A service requestB . A configuration item (CI)C . An incidentD . An IT assetView AnswerAnswer: B
Which describes normal changes?
Which describes normal changes?A . Changes that are low-risk and pre-authorizedB . Changes that need to be scheduled and assessed following a processC . Changes that are typically initiated as service requestsD . Changes that must be implemented as soon as possibleView AnswerAnswer: B
Which one of the following options is the BEST set of actions required to resolve the issue?
Scenario A travel company specializes in providing complete holiday packages to meet customer requirements. There have been instances over the past year where the business has been unable to process holiday bookings due to failure of the IT services. Sales have been lost and the failure has been raised at...
A company provides an internet-based gift delivery service which is highly dependent upon IT services provided by the internal IT organization. A year ago the customer payments service that supports the gift ordering website regularly experienced poor availability. The organization hired a service management consultant to assess why the IT services were performing poorly and to rectify the situation
Scenario A company provides an internet-based gift delivery service which is highly dependent upon IT services provided by the internal IT organization. A year ago the customer payments service that supports the gift ordering website regularly experienced poor availability. The organization hired a service management consultant to assess why the...
Which of the following options is the BEST set of decisions to make for the services?
Scenario The IT organization of a manufacturing company is carrying out an annual review of its service portfolio. There is limited budget available for the next year and some projects may be delayed or cancelled. The company has control of most of its IT services, however some are mandated by...
