Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which term is used to describe removing something that could have an effect on a service?
What is defined as any component that needs to be managed in order to deliver an IT service?
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
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
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 helps to manage an incident when it is unclear which support team should be working on the incident?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
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 value chain activity is concerned with the availability of service components?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which is a financially valuable component that can contribute to the delivery of a service?
What ensures that a service provider and a service consumer continually co-create value?
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 phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which Guiding principle says that it is not usually necessary to build something new?
Which value chain activity ensures that ongoing service activity meets user expectations?
What can be described as an operating model for the creation and management of products and services?
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TESTED 24 Apr 2024
