When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
What ensures that a service provider and a service consumer continually co-create value?
What is the difference between the 'incident management' and 'service desk' practices?
Which step of the 'continual improvement model' defines measurable targets?
What is defined as "the role that uses services?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which of the following is included in the purpose of the 'continual improvement' practice?
What is included in the purpose of the 'release management' practice?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
What is used as a tool to help define and measure performance?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is a key element of the 'think and work holistically' guiding principle?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which service value chain activity deals with the purchase of new products?
Which statement about the input and output of the value chain activities is CORRECT?
Which is an example of a service request?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
In service relationships, what is a benefit of identifying consumer roles?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which statement about the 'continual improvement model' is CORRECT?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which Practice includes management of workarounds and known errors?
Which facilitates outcomes that customers want to achieve?
What is the purpose of the ‘deployment management’ practice?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which step of the continual improvement model includes baseline assessments?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which describe a 'change authority'?
When should a workaround be created?
What varies in size and complexity, and uses functions to achieve its objectives?
Which should be handled by ‘service request management’?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which activity is part of the 'continual improvement' practice?
How can a service consumer contnbute to the reduction of nsk?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
What should a release policy include?
What is the purpose of problem management?
Which is an example of a business related measurement?
Which does the ITIL service value system discourage?
Which dimension of service management considers governance, management, and communication?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Which gives a user access to a system?
Which is one of the five aspects of service design?
What can be used to help determine the impact level of a problem?
Which is a purpose of the ‘service desk’ practice?
What three elements make up the Service Portfolio?
What is the effect of increased automation on the 'service desk1 practice?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
What is an event?
What is the purpose of service level management?
Which practice may involve the initiation of disaster recovery?
Which will NOT be handled as a service request?
Which value chain activity ensures the availability of service components?
Which statement about the ‘four Ps’ of service design is CORRECT?
What is described by the service value system?
Which of the following can be used to access service desks?
Which statement about a ‘continual improvement register’ is CORRECT?
How should an organization adopt continual improvement methods?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Which guiding principle helps to ensure that better information is available for decision making?
What should be done to determine the appropriate metrics for measuring a new service?
Which activity captures the demand for incident resolution and service requests?
How does information about problems and known errors contribute to 'incident management'?
What should be used to set user expectations for request fulfilment times?
Which describes normal changes?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which practice updates information relating to symptoms and business impact?
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.