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NEW QUESTION 32
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Immediate escalation
- B. A separate process
- C. Third party support
- D. Specialist teams
Answer: B
NEW QUESTION 33
Which dimension of service management considers how activities are coordinated?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
NEW QUESTION 34
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Organization and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
NEW QUESTION 35
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Problem management
- B. Relationship management
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 36
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
- A. Problems
- B. Events
- C. Requests
- D. Incidents
Answer: B
NEW QUESTION 37
Identify 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 services, and the [?] that support them, is available when and where it is needed.
- A. CIs
- B. suppliers
- C. customers
- D. assets
Answer: A
NEW QUESTION 38
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Deliver and support
- B. Plan
- C. Engage
- D. Obtain/build
Answer: C
NEW QUESTION 39
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. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 40
Which practice is responsible for moving new or changed components to live or other environments?
- A. Change enablement
- B. Supplier management
- C. Release management
- D. Deployment management
Answer: D
Explanation:
Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION 41
Which statement about emergency changes is CORRECT?
- A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
- B. Emergency changes should be authorized and implemented as service requests
- C. Emergency changes must be fully documented before authorization and implementation
- D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: A
NEW QUESTION 42
Which practice identifies metrics that reflect the customer's experience of a service?
- A. Service desk
- B. Problem management
- C. Service level management
- D. Continual improvement
Answer: C
NEW QUESTION 43
Which is an example of improving service utility using service management automation?
- A. Reducing the time to compile service data
- B. Faster resource allocation
- C. Monitoring service availability
- D. Pre-determined routing of a service request
Answer: B
NEW QUESTION 44
What is the purpose of the 'relationship management' practice?
- A. To set clear business-based targets for service performance
- B. To establish and nurture the links between the organization and its stakeholders
- C. To align the organization's practices and services with changing business needs
- D. To support the agreed quality of a service handling all agreed, userinitiated service requests
Answer: B
NEW QUESTION 45
Which is part of the value proposition of a service?
- A. Outputs of the service received by the consumer
- B. Costs imposed on the consumer by the service
- C. Risks imposed on the consumer by the service
- D. Costs removed from the consumer by the service
Answer: D
NEW QUESTION 46
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 47
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A. Change enablement
- B. Service request management
- C. Deployment management
- D. Service configuration management
Answer: B
NEW QUESTION 48
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. An assessment of how all the parts of an organization will affect an improvement initiative
- B. The identification of all interested parts at the start of an improvement initiative
- C. An improvement initiative that is broken into a number of manageable sections
- D. A current state assessment that is carried out at the start of an improvement initiative
Answer: C
NEW QUESTION 49
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A problem
- B. A change
- C. An incident
- D. An event
Answer: B
NEW QUESTION 50
Which is a purpose of release management?
- A. To protect the organization's information
- B. To move hardware and software to live environments
- C. To make new and changed services available for use
- D. To handle user-initiated service requests
Answer: C
NEW QUESTION 51
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Service desk
- B. Change control
- C. Problem management
- D. Continual improvement
Answer: C
NEW QUESTION 52
Which step of the continual improvement model includes baseline assessments?
- A. What is the vision?
- B. Where are we now?
- C. Where do we want to be?
- D. Did we get there?
Answer: B
NEW QUESTION 53
Which statement about the 'continual improvement' practice is CORRECT?
- A. It is the role of senior management to authorize improvement initiatives.
- B. A single continual improvement register should be maintained by senior management.
- C. Training should be provided to those involved in continual improvement.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: A
NEW QUESTION 54
What is a cause, or potential cause, of one or more incidents?
- A. A problem
- B. An incident
- C. A configuration item
- D. A workaround
Answer: A
NEW QUESTION 55
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make 'focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 56
What is the MOST important reason for prioritizing incidents?
- A. To help information-sharing are learning
- B. To provide links to related changes and known errors
- C. To ensure that incidents with highest impact are resolved first
- D. To ensure that user expectations are realistic
Answer: C
NEW QUESTION 57
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