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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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
Which will NOT be handled as a service request?
Which will NOT be handled as a service request?A . The degradation of a serviceB . The replacement of a toner cartridgeC . The provision of a laptopD . A complaint about a support teamView AnswerAnswer: A
Which practice needs people who understand complex systems and have creative and analytical skills?
Which practice needs people who understand complex systems and have creative and analytical skills?A . Change controlB . Service level managementC . Service request managementD . Problem managementView 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?
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 ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?A . Service deskB . Service request managementC . Service level managementD . Service configuration managementView AnswerAnswer: C
Which usually requires a team of representatives from many stakeholder groups?
Which usually requires a team of representatives from many stakeholder groups?A . Fulfilling a service requestB . Authorizing an emergency changeC . Logging a new problemD . Investigating a major incidentView AnswerAnswer: D
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?A . Focus on valueB . Think and work holisticallyC . Optimize and automateD . Collaborate and promote visibilityView AnswerAnswer: B
Which of these activities is carried out as part of 'problem management'?
Which of these activities is carried out as part of 'problem management'?A . Creating incident recordsB . Diagnosing and resolving incidentsC . Escalating incidents to a support team for resolutionD . Trend analysis of incident recordsView AnswerAnswer: D
Which statement about the 'change control' practice is CORRECT?
Which statement about the 'change control' practice is CORRECT?A . Standard changes are those that need to be scheduled, assessed and authorized following a standard processB . Normal changes are triggered by the creation of a change request which can be created manually or automatedC . Assessment and authorization of...
