NEW QUESTION 1

What should all 'continual improvement' decisions be based on?

• A. Accurate and carefully analysed data
• B. Details of how services are measured
• C. A recent maturity assessment
• D. An up-to-date balanced scorecard

Answer: A

NEW QUESTION 2

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A. Incident management
• B. Monitoring and event management
• C. Change control
• D. Information security management

Answer: D

NEW QUESTION 3

Which statement about outcome is CORRECT?

• A. Outcomes rely on outputs to deliver results for a stakeholder
• B. Outcomes use activities to produce tangible or intangible deliverables
• C. Outcomes give service consumers assurance of products or services
• D. Outcomes help a service consumer to assess the cost of a specific activity

Answer: A

NEW QUESTION 4

How does information about problems and known errors contribute to 'incident management'?

• A. It enables the reassessment of known erros
• B. It enables quick and efficient diagnosis of incidents
• C. It removes the need for collaboration during incident resolution
• D. It removes the need for regular customer updates

Answer: B

NEW QUESTION 5

Which process works with incident management to ensure that security breaches are detected and logged?

• A. Change management
• B. Service level management
• C. Access management
• D. Continual service improvement

Answer: C

NEW QUESTION 6

What can be described as an operating model for the creation and management of products and services?

• A. Governance
• B. Service value chain
• C. Guiding principles
• D. Practices

Answer: B

NEW QUESTION 7

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

• A. Problem identification
• B. Problem control
• C. Error control
• D. Problem analysis

Answer: C

Explanation:
Error control also regularly re-assesses the status of known errors that have not been resolved, taking acc of the overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of workarounds
https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,re

NEW QUESTION 8

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

• A. Customer engagement
• B. Operational metrics
• C. Business metrics
• D. Customer feedback

Answer: A

NEW QUESTION 9

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

Answer: D

Explanation:
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

NEW QUESTION 10

Which is the FIRST action when optimizing a service?

• A. Assess the current state
• B. Implement the improvement
• C. Understand the organizational context
• D. Agree the future state

Answer: C

Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists
Assess the current state of the proposed optimization
Agree what the future state and priorities of the organization should be, focusing on simplification and value
Ensure the optimization has the appropriate level of stakeholder engagement and commitment
Execute the improvements in an iterative way
Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION 11

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

• A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B. To capture demand for incident resolution and service requests
• C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
• D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer: A

NEW QUESTION 12

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

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

Answer: A

Explanation:
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM
involves service level activities, including:
Defining service levels
Documenting
Actively managing them https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION 13

Which practice handles all pre-defined user-initiated service actions?

• A. Deployment management
• B. Incident management
• C. Service level management
• D. Service request management

Answer: D

Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/

NEW QUESTION 14

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• A. Focus on value
• B. Collaborate and promote visibility
• C. Think and work holistically
• D. Keep it simple and practical

Answer: B

NEW QUESTION 15

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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

Answer: C

NEW QUESTION 16
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