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NEW QUESTION # 126
Which process would seek tounderstand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
- A. Service catalogue management
- B. Business relationship management
- C. Availability management
- D. Capacity management
Answer: B
NEW QUESTION # 127
Which model delivers a view of the services, assets and infrastructure?
- A. Incident Model
- B. Configuration Model
- C. Change Model
- D. Problem Model
Answer: B
NEW QUESTION # 128
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: B
Explanation:
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4
NEW QUESTION # 129
Which of the following statements about incident reporting and logging is CORRECT?
- A. Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
- B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
- C. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
- D. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
Answer: B
NEW QUESTION # 130
Which is one of the five aspects of service design?
- A. Management policy for business case creation
- B. Risk analysis and management approach
- C. Corporate governance and policy
- D. Management information systems and tools
Answer: D
NEW QUESTION # 131
Which statement about 'continual improvement' is CORRECT?
- A. A single team should carry out 'continual improvement' across the organization
- B. All improvement ideas should be logged in a single 'continual improvement register'
- C. 'Continual improvement' should have minimal interaction with other practices
- D. Everyone in the organization is responsible for some aspects of 'continual improvement'
Answer: D
NEW QUESTION # 132
Which practice is responsible for moving new or changed components to live or other environments?
- A. Release management
- B. Supplier management
- C. Change enablement
- D. Deployment management
Answer: D
Explanation:
Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION # 133
What is theBESTdescription of the CSI register?
- A. It is a record of all authorised changes and their planned implementation dates
- B. It is a record of completed improvements and the relevant customer satisfaction metric
- C. It is a record of new services to be approved by a customer, including proposed implementation dates
- D. It is a record of proposed improvement opportunities and the benefits that will be
achieved
Answer: D
NEW QUESTION # 134
What is the purpose of service level management?
- A. To ensure that all current and planned IT services are delivered to agreed achievable targets.
- B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
- C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
- D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Answer: A
NEW QUESTION # 135
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Keep it simple and practical
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION # 136
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Relationship management
- B. Continual improvement
- C. Service desk
- D. Service level management
Answer: C
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 137
Which of the following sentences BEST describes a Standard Change?
- A. A pre-authorized change that has an accepted and established procedure
- B. A change to the service provider's established policies and guidelines
- C. A change that correctly follows the required change process
- D. A change that is made as the result of an audit
Answer: A
NEW QUESTION # 138
A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement
- A. 1, 2 and 4 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 3 and 4 only
Answer: A
NEW QUESTION # 139
Which process is responsible for monitoring an IT service and detecting when the performance drops below acceptable limits?
- A. Problem management
- B. Service catalogue management
- C. Service asset and configuration management
- D. Event management
Answer: D
NEW QUESTION # 140
Which practice's purpose includes creating closer more collaborative relationships?
- A. Release management
- B. Service configuration management
- C. Information security management
- D. Supplier management
Answer: D
NEW QUESTION # 141
WhatBESTdescribes the customers and users of an IT service provider?
- A. Customers buy IT services; users use IT services
- B. Customers sell IT services; users improve IT services
- C. Customers design IT services; users test IT services
- D. Customers agree the service levels; users buy IT services
Answer: A
NEW QUESTION # 142
Which of the following is NOT an objective of requestfulfillment?
- A. To provide a channel for users to request and receive standard services
- B. To provide information to users about what services are available and how to request them
- C. To update the service catalogue with services that may be requested through the service desk
- D. To source and deliver the components of standard services that have been requested
Answer: C
NEW QUESTION # 143
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Relationship management
- B. Release management
- C. Monitoring and event management
- D. Change control
Answer: D
Explanation:
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
NEW QUESTION # 144
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties
- A. 2 and 3 only
- B. All of the above
- C. 1 and 2 only
- D. 1 and 3 only
Answer: B
NEW QUESTION # 145
Which describes outcomes?
- A. Configuration of an organization's resources
- B. Functionality offered by a product or service
- C. Tangible or intangible deliverables
- D. Results desired by a stakeholder
Answer: D
NEW QUESTION # 146
Which describes a CORRECT approach to change authorization?
- A. formal changes are typically implemented as service requests and authorized by the service desk
- B. formal changes should be assessed and authorized before they are deployed
- C. Changes included in the change schedule are pre-authorized and do not need additional authorization
- D. Emergency changes should be authorized by as many people as possible to reduce risk
Answer: B
NEW QUESTION # 147
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