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NEW QUESTION 58
Which is a purpose of the 'service level management' practice?
- A. To ensure that the organization's suppliers and their performance are managed appropriately
- B. To establish and nurture the links between the organization and its stakeholders
- C. To support the agreed quality of a service handling all agreed, user-initiated service requests
- D. To set clear business-based targets for service levels
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 59
Which is a responsibility of a customer within the service level management process?
- A. Agree Service level targets
- B. Measure service availability
- C. Supply good or services
- D. Negotiate third party contracts
Answer: A
NEW QUESTION 60
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 61
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By managing server hardware
- C. By communicating constraints
- D. By paying for the service
Answer: C
NEW QUESTION 62
Which statement about outcomes is CORRECT?
- A. Outcomes are one or more services that fulfill the needs of a service consumer
- B. Outcomes help service consumers achieve outputs
- C. Helping service consumers achieve outcomes reduces service provider costs
- D. Service providers help service consumers achieve outcomes
Answer: D
NEW QUESTION 63
Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
NEW QUESTION 64
Which are objectives of problem management?
1. Eliminate recurring incidents
2. Minimize the impact of incidents that cannot be prevented
3. Increase visibility and communication of incidents
4. Provide a trigger for the raising of incidents
- A. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
Answer: C
NEW QUESTION 65
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
- A. Local
- B. Centralized
- C. Virtual
- D. Outsourced
Answer: D
NEW QUESTION 66
Which is a key requirement for a successful service level agreement?
- A. It should be simply written and easy to understand
- B. It should be written in legal language
- C. It should relate to simple operational metrics
- D. It should be based on the service provider's view of the service
Answer: A
NEW QUESTION 67
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem analysis, error identification, incident resolution
- C. Problem logging, problem classification, problem resolution
- D. Problem identification, problem control, error control
Answer: D
NEW QUESTION 68
Which is handled as a service request?
- A. An emergency change to implement a security patch
- B. An investigation to identify the cause of an incident
- C. A compliment about an IT support team
- D. The failure of an IT service
Answer: D
NEW QUESTION 69
Which guiding principle considers customer and user experience?
- A. Start where you are
- B. Focus on value
- C. Collaborate and promote visibility
- D. Keep it simple and practical
Answer: B
NEW QUESTION 70
What is the definition of a known error?
- A. Any change of state that has significance for the management of a service or other configuration item (CI)
- B. A problem that has been analyzed and has not been resolved
- C. A cause, or potential cause, of one or more incidents
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: B
NEW QUESTION 71
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Start where you are
- B. Optimize and automate
- C. Collaborate and promote visibility
- D. Keep it simple and practical
Answer: D
NEW QUESTION 72
Which is an important principle of communication in service operation?
- A. It is stored in the configuration management system
- B. Meetings are always the best method of communication
- C. It has an intended purpose or a resultant action
- D. Information should always be communicated
Answer: C
NEW QUESTION 73
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. Business capacity management
- C. People capacity management
- D. Service capacity management
Answer: C
NEW QUESTION 74
What is warranty?
- A. The functionality offered by a product or service to meet a particular need
- B. The perceived benefits, usefulness and importance of something
- C. The amount of money spent on a specific activity or resource
- D. Assurance that a product or service will meet agreed requirements
Answer: D
NEW QUESTION 75
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure end-to-end service performance
- B. Process metrics can be used to measure the utilization of a supplier's network
- C. Technology metrics can be used to measure component performance and availability
- D. Technology metrics can be used to determine the overall health of a process
Answer: C
Explanation:
Explanation
NEW QUESTION 76
Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?
- A. Following a full change advisory board (CAB) to resolve any outstanding agenda items
- B. In an emergency situation when it is not possible to convene a full CAB
- C. During peak or holiday periods when emergencies are more likely to occur
- D. Outside the normal working hours of the business unit
Answer: B
NEW QUESTION 77
Which term relates to service levels aligned with the needs of service consumers?
- A. Cost
- B. Utility
- C. Service management
- D. Warranty
Answer: D
NEW QUESTION 78
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