ITIL

Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A

When should a full risk assessment and authorization be carried out for a standard change?A . Each time the standard change is implementedB . When the procedure for the standard change is createdC . At least once a yearD . When an emergency change is requestedView AnswerAnswer: B

What is a recommendation of the ‘focus on value’ guiding principle?A . Make ‘focus on value’ a responsibility of the managementB . Focus on the value of new and significant projects firstC . Focus on value for the service provider firstD . Focus on value at every step of the...

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

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...

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 [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D

Which guiding principle helps to ensure that better information is available for decision making?A . Keep it simple and practicalB . Think and work holisticallyC . Optimize and automateD . Collaborate and promote visibilityView AnswerAnswer: D

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

Which guiding principle helps to ensure that better information is available for decision making?A . Keep it simple and practicalB . Think and work holisticallyC . Optimize and automateD . Collaborate and promote visibilityView AnswerAnswer: D

Which practice has a purpose that includes ensuring that risks have been properly assessed?A . Service configuration managementB . Problem managementC . Service level managementD . Change controlView AnswerAnswer: D