NEW QUESTION 1

Which guiding principle focuses on reducing costs and human errors?

• A. Focus and value
• B. Collaborate and promote visibility
• C. Optimize and automate
• D. Think and work holistically

Answer: C

NEW QUESTION 2

What is defined as "the role that uses services?

• A. Service consumer
• B. Customer
• C. User
• D. Sponsor

Answer: C

Explanation:
User: A person who uses services; e.g. the company employees. https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION 3

Which is a use of a change schedule?

• A. Speeding up the planning and authorization of emergency changes
• B. Providing information about deployed changes to help manage incidents and problems
• C. Providing a means of initiating and assessing normal changes
• D. Tracking and managing improvement ideas from identification through to final action

Answer: B

NEW QUESTION 4

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

• A. Suppliers
• B. Customers
• C. Relationship managers
• D. Developers

Answer: B

Explanation:
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION 5

Which service value chain activity deals with the purchase of new products?

• A. Engage
• B. Obtain/build
• C. Plan
• D. Improve

Answer: B

Explanation:
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION 6

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

• A. Communicate in a way the audience can hear
• B. Sometimes nothing from the current state can be re used
• C. If a practice is easier to follow it is more likely to be adopted
• D. Fast does not mean incomplete

Answer: C

NEW QUESTION 7

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

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

Answer: C

NEW QUESTION 8

Which principle concentrates on service consumers?

• A. Start where you are
• B. Optimize and automate
• C. Keep it simple
• D. Focus on value

Answer: D

NEW QUESTION 9

Which statement about change authorization is CORRECT?

• A. A change authority should be assigned to each type of change and change model
• B. Centralizing change authorization to a single person is the most effective means of authorization
• C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
• D. Standard changes are high risk and should be authorized by the highest level of change authority

Answer: A

NEW QUESTION 10

Which is a key element of the 'think and work holistically' guiding principle?

• A. Assessing which procedures can be re-used when improving a service
• B. Understanding the methods applicable to complex systems
• C. Eliminating metrics which do not contribute to achieving an objective
• D. Using technology for standard tasks to give people time for complex activities

Answer: B

Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION 11

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

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

Answer: A

Explanation:
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization’s service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of actions and their dependencies, as well as describe what is done to
accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/

NEW QUESTION 12

Which statement about change management is CORRECT?

• A. It optimizes overall business risk
• B. It optimizes financial exposure
• C. It ensures that all changes are authorized by the change advisory board (CAB)
• D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 13

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

• A. Service level manager
• B. Service desk agent
• C. Change authority
• D. Problem analyst

Answer: B

NEW QUESTION 14

What considerations influence the supplier strategy of an organization?

• A. Contracts and agreements
• B. Type of cooperation with suppliers
• C. Corporate culture of the organization
• D. Level of formality

Answer: C

NEW QUESTION 15

What are the MOST important skills required by service desk staff?

• A. Incident analysis skills
• B. Technical skills
• C. Problem resolution skills
• D. Supplier management skills

Answer: A

NEW QUESTION 16
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