NEW QUESTION 1

Which is a use of a continual improvement register?

• A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
• B. Selecting the right method, model or technique for identifying improvements
• C. Tracking and managing improvement ideas from identification through to final action
• D. Describing the services designed to meet the needs of a consumer group

Answer: C

NEW QUESTION 2

Arrange the following steps of software lifecycle in correct order.
* 1. Retire
* 2. Test
* 3. Operate
* 4. Deploy
* 5. Ideation
* 6. Develop
* 7. Design

• A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
• B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
• C. None of the above
• D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

Answer: A

NEW QUESTION 3

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

• A. Service level management
• B. Service desk
• C. Continual improvement
• D. Change enablement

Answer: A

Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization’s needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

NEW QUESTION 4

For which purpose would the continual improvement practice use a SWOT analysis?

• A. Understanding the current state
• B. Defining the future desired state
• C. Tracking and managing ideas
• D. Ensuring everyone actively participates

Answer: A

Explanation:
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users’ perception of the value being received, along with a review of people’s competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION 5

Which practice provides users with a way to get various requests arranged, explained and coordinated?

• A. Service level management
• B. Relationship management
• C. Continual improvement
• D. Service desk

Answer: D

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 6

What can a service remove from the consumer and impose on the consumer?

• A. Utility
• B. Asset
• C. Cost
• D. Outcome

Answer: C

NEW QUESTION 7

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

• A. An initial baseline assessment
• B. The production of a detailed CSI plan
• C. Verifying that improvement targets have been achieved
• D. Understanding priorities for improvement

Answer: C

Explanation:
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NEW QUESTION 8

A good way to apply the ITIL guiding principle 'focus on value' is to:

• A. Understand why services are used by service consumers
• B. Understand the whole, but do something
• C. Be aware of system complexity
• D. Do less tasks but in a better way with higher quality

Answer: A

Explanation:
The ITIL guiding principle ‘focus on value’ states that everything an organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders1. A good way to apply this principle is to understand why services are used by service consumers, what outcomes they enable, and how they contribute to value creation2. This helps to align the service provider’s activities and resources with the needs and preferences of the service consumers3. References: ITIL Foundation - ITIL 4 Edition, page 6; ITIL® 4 – A Pocket Guide, page 24; ITIL® 4 Practice Guide: Focus on Value, page 9.

NEW QUESTION 9

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

• A. Relationship management
• B. Change control
• C. Release management
• D. Monitoring and event management

Answer: B

Explanation:
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/

NEW QUESTION 10

When is the earliest that a workaround can be documented in ‘problem management’?

• A. After the problem has been logged
• B. After the problem has been prioritized
• C. After the problem has been analyzed
• D. After the problem has been resolved

Answer: C

NEW QUESTION 11

Which is a purpose of the ‘service desk’ practice?

• A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B. To be the entry point and single point of contact for the service provider with all of its users
• C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
• D. To establish and nurture the links between the organization and its stakeholders at strategic and tacticallevels

Answer: B

NEW QUESTION 12

Which step of the continual improvement model includes baseline assessments?

• A. Did we get there?
• B. Where are we now?
• C. What is the vision?
• D. Where do we want to be?

Answer: D

NEW QUESTION 13

Which statement about the ‘four Ps’ of service design is CORRECT?

• A. Processes refers to skill and training
• B. Partners refers to suppliers and vendors
• C. People refers to technology and tools
• D. Products refers to producers and metrics

Answer: B

Explanation:
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NEW QUESTION 14

Which service management dimension is focused on activities and how these are coordinated?

• A. Partners and suppliers
• B. Information and technology
• C. Value streams and processes
• D. Organizations and people

Answer: C

NEW QUESTION 15

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. suppliers
• B. assets
• C. customers
• D. CIs

Answer: D

NEW QUESTION 16
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