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TESTED 23 Nov 2024
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Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which guiding principle recommends coordinating all dimensions of service management?
Which is included in the purpose of the ‘design and transition’ value chain activity?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which practice identifies metrics that reflect a customer experience of a service?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which practice establishes a channel between the service provider and its users?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which is included in the purpose of the ‘service level management’ practice?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which term relates to service levels aligned with the needs of service consumers?
What describes the steps needed to create and deliver a specific service to a consumer?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
Which is a risk that might be removed from a service consumer by an IT service?
Which of the following is included in the purpose of the 'continual improvement' printer?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which practices is MOST associate with the use of empathy to understand users?
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Which TWO BEST describe the guiding principles?
Which service value chain activity deals with the purchase of new products?
For which purpose would the continual improvement practice use a SWOT analysis?
Which step of the 'continual improvement model' defines measurable targets?
Which statement about the input and output of the value chain activities is CORRECT?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which is described by the ‘organizations and people’ dimension of service management?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Identity 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 [?], and the CIs that support them, is available when and where it is needed
Which BEST describe the focus of the 'think and work holistically' principle?
Which practice has a purpose that includes managing authentication and non-repudation?
TESTED 23 Nov 2024