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When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
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...
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
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
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.A . suppliersB . CIsC . customersD ....
Which practice updates information relating to symptoms and business impact?
Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D
What are the MOST important skills required by service desk staff?
What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A
How does information about problems and known errors contribute to 'incident management'?
How does information about problems and known errors contribute to 'incident management'?A . It enables quick and efficient diagnosis of incidentsB . It removes the need for regular customer updatesC . It removes the need for collaboration during incident resolutionD . It enables the reassessment of known errorsView AnswerAnswer: A
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
What are ’engage’, ‘plan’ and ‘improve’ examples of?
What are ’engage’, ‘plan’ and ‘improve’ examples of?A . Service value chain activitiesB . Service level managementC . Service value chain inputsD . Change controlView AnswerAnswer: A
What is defined as a cause, or potential cause, of one or more incidents?
What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D
Which service level metrics are BEST for measuring user experience?
Which service level metrics are BEST for measuring user experience?A . Single system-based metricsB . Metrics for the percentage of uptime of a serviceC . Operational metricsD . Metrics linked to defined outcomesView AnswerAnswer: D
