ITIL

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 is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView AnswerAnswer: D

Which statement about emergency changes is CORRECT?A . The testing of emergency can be eliminated in order to implement the change quicklyB . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC . Emergency changes should be authorized and implemented as service requestsD...

Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?A . Start where you areB . Collaborate and promote visibilityC . Keep it simple and practicalD . Optimize and automateView AnswerAnswer: C

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 is a service request?A . Requesting a workaround for an issueB . Requesting information about how to create a documentC . Requesting an enhancement to an applicationD . Requesting investigation of a degraded serviceView AnswerAnswer: B

Which is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView 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 has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change controlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D