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Which consumer role is the primary focus of the service request management practice?
Which consumer role is the primary focus of the service request management practice?A . CustomerB . UserC . SponsorD . Asset managerView AnswerAnswer: B Explanation: In the service request management practice, the primary focus is on the user, as they are the ones submitting service requests and requiring support. ITIL...
Which of the following statements provides the BEST reason for applying a workaround?
Which of the following statements provides the BEST reason for applying a workaround?A . It is impossible to find a systemic solution for an incidentB . The incident requires an immediate coordinated resolutionC . The incident requires quick restoration of normal operationD . There are no automated resolution procedures availableView...
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?
Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?A . Service level agreementsB . Service request catalogueC . Service request modelD . CMDBView AnswerAnswer: A Explanation: Information about constraints on service request fulfillment, including those imposed by third parties,...
Which of the following suggestions is the BEST for the organization to achieve that objective?
An organization is in the process of improving its incident management practices. It wants to make sure it does not overcomplicate the practices. Which of the following suggestions is the BEST for the organization to achieve that objective?A . Start with the most critical services and Implement a basic incident...
Which software tools will help to achieve this?
A service provider wants to separate records for problems under investigation and for known errors. Which software tools will help to achieve this?A . Monitoring and event management toolsB . Knowledge management lootsC . Service configuration management toolsD . Workflow management and collaboration toolsView AnswerAnswer: D Explanation: Workflow management and...
Which activity is part of the ‘service request review and optimization’ process?
Which activity is part of the ‘service request review and optimization’ process?A . Selecting the appropriate service request modelB . Registering suggested Improvements to service request modelsC . Enacting the procedures to fulfill the requestD . Deciding on whether to fulfil exceptions lo standard service requestsView AnswerAnswer: B Explanation: In...
Which service request management activity is this knowledge particularly useful for?
A service owner needs to have a good knowledge of available tools and methods. Which service request management activity is this knowledge particularly useful for?A . Request categorizationB . Ad hoc fulfilment controlC . Service request modal update communicationD . Service request model improvement initiationView AnswerAnswer: D Explanation: A service...
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?
What is the MOST LIKELY reason to involve third parties in the service provider’s problem management practice?A . Problems may cause incidents that have an Impact on third partiesB . Third parties am responsible for problem categorization and Impart analysisC . Errors in third-party products may cause problemsD . Service...
If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?
If an organization's service request management practice only partially achieves its purpose, which capability level of the ITIL maturity medal in applicable?A . Level 1B . Level 2C . Level 3D . Level 4View AnswerAnswer: B Explanation: If an organization's service request management practice only partially achieves its purpose, it...
Affected services
Affected servicesA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: C Explanation: When a problem record is created, it typically includes information about the associated configuration items (CIs) and affected services. This information is crucial for understanding the scope of the...
