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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...
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 is part of service provision?
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 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
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
When should the effectiveness of a problem workaround be assessed?
When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A
Which statement about emergency changes is CORRECT?
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 statement about outcomes is CORRECT?
Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D
