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NEW QUESTION # 260
Which guiding principle says that services and processes should NOT provide a solution for every exception?
- A. Keep it simple and practical
- B. Optimize and automate
- C. Collaborate and promote visibility
- D. Think and work holistically
Answer: B
NEW QUESTION # 261
What is including in the purpose of the relationship management practice?
- A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.
- B. Creating collaborative relationships with key suppliers to uncover and realize new value.
- C. Setting clear business-based targets so that the delivery of a service can be properly assessed
- D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Answer: A
NEW QUESTION # 262
Which statement about IT service management is CORRECT?
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- A. It is performed by customers using a mix of IT systems, services and processes
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by the service desk using a mix of people, process and technology
- D. It is performed by IT service providers using a mix of suppliers and their products
Answer: B
NEW QUESTION # 263
Which competencies are required by the 'service level management' practice?
- A. Business analysis and commercial management
- B. Incident analysis and prioritization
- C. Problem investigation and resolution
- D. Balanced scorecard reviews and maturity assessment
Answer: A
NEW QUESTION # 264
Which guiding principle considers customer and user experience?
- A. Start where you are
- B. Focus on value
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: B
NEW QUESTION # 265
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
Explanation:
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION # 266
Which practice needs the right culture to be embedded across the entire organization?
- A. Continual improvement
- B. Change enablement
- C. Service request management
- D. Service level management
Answer: A
Explanation:
The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 7.
NEW QUESTION # 267
Which statement about emergency changes is CORRECT?
- A. Emergency changes must be fully documented before authorization and implementation
- B. Emergency changes should be authorized and implemented as service requests
- C. The testing of emergency can be eliminated in order to implement the change quickly
- D. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Answer: D
NEW QUESTION # 268
Which statement about change authorization is CORRECT?
- A. A change authority should be assigned to each type of change and change model
- B. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- C. Standard changes are high risk and should be authorized by the highest level of change authority
- D. Centralizing change authorization to a single person is the most effective means of authorization
Answer: A
NEW QUESTION # 269
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure end-to-end service performance
- B. Technology metrics can be used to determine the overall health of a process
- C. Technology metrics can be used to measure component performance and availability
- D. Process metrics can be used to measure the utilization of a supplier's network
Answer: C
NEW QUESTION # 270
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always develop competencies in methodologies and techniques that will meet their
needs - C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
Answer: B
NEW QUESTION # 271
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Prioritization
- B. Escalation
- C. Categorization
- D. Detection
Answer: C
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 272
Which describes outcomes?
- A. Configuration of an organization's resources
- B. Tangible or intangible deliverables
- C. Functionality offered by a product or service
- D. Results desired by a stakeholder
Answer: D
NEW QUESTION # 273
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Monitoring and event management
- B. Incident management
- C. Change control
- D. Information security management
Answer: D
NEW QUESTION # 274
Which dimension considers data security and privacy?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: C
NEW QUESTION # 275
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
- A. 1 and 4
- B. 3 and 4
- C. 1 and 2
- D. 2 and 3
Answer: C
NEW QUESTION # 276
What is the CORRECT definition of service management?
- A. The capability of supplier to deliver services to providers in exchange for money
- B. A set of specialized assets for transitioning services into the live operational environment
- C. The capability of service providers to minimize their costs without reducing the value of the services
- D. A set of specialized organizational capabilities for delivering value to customers in the form of services
Answer: D
NEW QUESTION # 277
Which describes a set of defined steps for implementing improvements?
- A. The 'continual improvement model'
- B. The 'improve' value chain activity
- C. The 'engage' value chain activity
- D. The 'continual improvement register'
Answer: A
NEW QUESTION # 278
How does categorization of incidents assist the 'incident management' practice?
- A. It ensures that incidents are resolved in timescales agreed with the customer
- B. It determines how the service provider is perceived
- C. It helps direct the incident to the correct support area
- D. It determines the priority assigned to the incident
Answer: C
NEW QUESTION # 279
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 4
- B. 1 and 2
- C. 3 and 4
- D. 2 and 3
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 280
What should remain constant within an organization, even when the organization's objectives change?
- A. Service offerings
- B. Guiding principles
- C. Outputs
- D. Outcomes
Answer: B
Explanation:
Explanation
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 281
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
- A. 3 and 4
- B. 1 and 3
- C. 2 and 4
- D. 1 and 2
Answer: D
NEW QUESTION # 282
What is a service?
- A. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- B. A tangible or intangible deliverable of an activity
- C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 283
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Incident management
- B. Change enablement
- C. Service request management
- D. Problem management
Answer: A
NEW QUESTION # 284
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