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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
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
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
What is the purpose of the ‘deployment management’ practice?
What is the purpose of the ‘deployment management’ practice?A . To ensure services achieve agreed and expected performanceB . To make new or changed services available for useC . To move new or changed components to live environmentsD . To set clear business-based targets for service performanceView AnswerAnswer: C
What is a recommendation of the ‘focus on value’ guiding principle?
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...
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
Which skill is an essential part of the 'service level management' practice?
Which skill is an essential part of the 'service level management' practice?A . Technical knowledgeB . ListeningC . DiagnosisD . Problem analysisView AnswerAnswer: B
Which is a key requirement for a successful service level agreement?
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 practice coordinates the classification, ownership and communication of service requests and incidents?
Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B
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
