Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which processes are responsible for the regular review of underpinning contracts?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which activity captures the demand for incident resolution and service requests?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What actions does a service desk take for all issues, queries and requests that are reported to them?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
How should an organization include third-party suppliers in the continual improvement of services?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice has a purpose that includes managing authentication and non-repudation?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which term is used to describe removing something that could have an effect on a service?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
What can be described as an operating model for the creating and management of products and services?
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 service offering may include, access to resources, and service actions, which is an example of a service action?
When should a full risk assessment and authorization be carried out for a standard change?
Which guiding principle helps to ensure that better information is available for decision making?
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TESTED 19 Apr 2024
