NEW QUESTION 1

Which practice's purpose includes creating closer more collaborative relationships?

• A. Supplier management
• B. Information security management
• C. Release management
• D. Service configuration management

Answer: A

NEW QUESTION 2

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

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

Answer: A

NEW QUESTION 3

Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

• A. Service consumer
• B. Service provider
• C. Customer
• D. Supplier

Answer: B

NEW QUESTION 4

Which describes a set of defined steps for implementing improvements?

• A. The ‘improve’ value chain activity
• B. The ‘continual improvement register’
• C. The ‘continual improvement model’
• D. The ‘engage’ value chain activity

Answer: C

NEW QUESTION 5

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

• A. Focus on value
• B. Start where you are
• C. Think and work holisocally
• D. Optimize and automate

Answer: D

NEW QUESTION 6

What is typically needed to assign complex incidents to support groups?

• A. The incident priority
• B. The incident category
• C. A change schedule
• D. A self-help tool

Answer: B

NEW QUESTION 7

Which statement about the ‘continual improvement model’ is CORRECT?

• A. Organizations should work through the steps of the model in the sequence in which they are presented
• B. The flow of the model helps organizations to link improvements to its goals
• C. The model is applicable to only certain parts of the service value system
• D. Organizations should use an additional model or method to link improvements to customer value

Answer: B

NEW QUESTION 8

Why should some service requests be fulfilled with no additional approvals?

• A. To ensure that spending is properly accounted for
• B. To ensure that information security requirements are met
• C. To streamline the fulfillment workflow
• D. To set user expectations for fulfillment times

Answer: C

NEW QUESTION 9

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
* 1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
* 2. Complex systems should be designed with an understanding of how the components' parts are related.
* 3. Organizations should consider whether technology could improve the eficiency o' manual processes.
* 4 It is important to understand the organization's objectives when assessing the impact of potential
improvements.

• A. 1 and 2
• B. 2 and 3
• C. 3 and 4
• D. 1 and 4

Answer: C

Explanation:
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can’t be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

NEW QUESTION 10

Which value chain activity ensures the availability of service components?

• A. Improve
• B. Deliver and support
• C. Engage
• D. Obtain/build

Answer: D

NEW QUESTION 11

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

• A. Service operation
• B. Service transition
• C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D
• D. Service strategy

Answer: C

NEW QUESTION 12

Which activity is NOT recommended by the start where you are' guiding principle?

• A. Involving people who are not familiar with a service when observing and assessing its activities
• B. Applying risk management when considering to introduce new processes
• C. Using source data to avoid any unintentional data distortion found in reports
• D. Discarding existing processes before assessing their usefulness

Answer: D

Explanation:
Don’t start from scratch and build something new without considering what you already have. It’s almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch – because it preserves value that you already have – but it also helps you to keep your people on board. They’re much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don’t rely on metrics and reports to tell you what the current situation is. When you carry out an assessment
you should observe what is happening for yourself, and just use the metrics to support your observations. https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

NEW QUESTION 13

Which is an example of a business related measurement?

• A. The number of passengers checked in
• B. The average time to response to change requests
• C. The average resolution time for incidents
• D. The number of problems resolved

Answer: A

NEW QUESTION 14

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

• A. A standard change
• B. An emergency change
• C. An internal change
• D. A normal change

Answer: A

NEW QUESTION 15

What is the purpose of the ‘deployment management’ practice?

• A. To ensure services achieve agreed and expected performance
• B. To make new or changed services available for use
• C. To move new or changed components to live environments
• D. To set clear business-based targets for service performance

Answer: C

NEW QUESTION 16
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