NEW QUESTION 1
What helps diagnose and resolve a simple incident?

• A. Rapid escalation
• B. Formation of a temporary team
• C. The use of scripts
• D. Problem prioritization

Answer: C

NEW QUESTION 2
What is the purpose of service level management?

• A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
• B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
• C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
• D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Answer: B

NEW QUESTION 3
Which describes outcomes?

• A. Tangible or intangible deliverables
• B. Results desired by a stakeholder
• C. Configuration of an organization's resources
• D. Functionality offered by a product or service

Answer: B

NEW QUESTION 4
Which of the following should IT service continuity strategy be based on?
* 1. Design of the service metrics
* 2. Business continuity strategy
* 3. Business impact analysis (BIA)
* 4. Risk assessment

• A. 1, 2 and 4 only
• B. 1, 2 and 3 only
• C. 2, 3 and 4 only
• D. 1, 3 and 4 only

Answer: C

NEW QUESTION 5
Which function is responsible for the management of a data centre?

• A. Technical management
• B. Service desk
• C. Application management
• D. Facilities management

Answer: D

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 6
Why should incidents be prioritized?

• A. To help automated matching of incidents to problems or known errors
• B. To identify which support team the incident should be escalated to
• C. To ensure that incidents with the highest business impact are resolved first
• D. To encourage a high level of collaboration within and between teams

Answer: C

NEW QUESTION 7
Which process is used to compare the value that new services offer with the value of the services they have replaced?

• A. Availability management
• B. Capacity management
• C. Service portfolio management
• D. Service catalogue management

Answer: C

NEW QUESTION 8
What is a definition of a service improvement plan (SIP)?

• A. A formal plan to implement improvements to a customer’s business processes
• B. An input from availability management to service level management, detailing the service design plan
• C. A formal plan to implement improvements to a service or process
• D. An input from financial management for IT services to service level management, detailing the budget plan

Answer: C

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 9
Which dimension includes a workflow management system?

• A. Value streams and processes
• B. Partners and suppliers
• C. Information and technology
• D. Organizations and people

Answer: A

NEW QUESTION 10
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• A. Incident management
• B. Monitoring and event management
• C. Change control
• D. Information security management

Answer: D

NEW QUESTION 11
Which service management dimension is focused on activities and how these are coordinated?

• A. Partners and suppliers
• B. Information and technology
• C. Value streams and processes
• D. Organizations and people

Answer: C

NEW QUESTION 12
Which is an objective of the design coordination process?

• A. To produce service design packages and ensure they are handed over to service transition
• B. To assess and evaluate all changes and their impact on service designs
• C. To document the initial structure and relationship between services and customers
• D. To gather and document new service level requirements from the customer

Answer: A

Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION 13
Which service level metrics are BEST for measuring user experience?

• A. Single system-based metrics
• B. Metrics for the percentage of uptime of a service
• C. Operational metrics
• D. Metrics linked to defined outcomes

Answer: D

NEW QUESTION 14
Which practice updates information relating to symptoms and business impact?

• A. Service level management
• B. Change control
• C. Service request management
• D. Incident management

Answer: D

NEW QUESTION 15
What is the purpose of problem management?

• A. Reduces the likelihood and impact of incidents
• B. Ensures services are restored as soon as possible
• C. Helps direct the incident to the correct support area
• D. Determines how the service provider is perceived

Answer: A

NEW QUESTION 16
Which practice has a purpose that includes restoring normal service operation as quickly as possible?

• A. Problem management
• B. Incident management
• C. Deployment management
• D. Supplier management

Answer: B

NEW QUESTION 17
When should a change request be submitted to resolve a problem?

• A. As soon as a solution for the problem has been identified
• B. As soon as a workaround for the problem has been identified
• C. As soon as the analysis of the frequency and impact of incidents justifies the change
• D. As soon as the analysis of cost, risks and benefits justifies the change

Answer: D

NEW QUESTION 18
Which statement about change authorization is CORRECT?

• A. A change authority should be assigned to each type of change and change model
• B. Centralizing change authorization to a single person is the most effective means of authorization
• C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
• D. Standard changes are high risk and should be authorized by the highest level of change authority

Answer: A

NEW QUESTION 19
Which ITIL concept describes governance?

• A. The service value system
• B. The service value chain
• C. The seven guiding principles
• D. The four dimensions of service management

Answer: A

NEW QUESTION 20
What is the expected outcome from using a service value chain?

• A. Service value streams
• B. Value realization
• C. Customer engagement
• D. The application of practices

Answer: B

NEW QUESTION 21
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• A. Focus on value
• B. Start where you are
• C. Collaborate and promote visibility
• D. Progress iteratively with feedback

Answer: D

NEW QUESTION 22
What is NOT within the scope of service catalogue management?

• A. Contribution to the definition of services
• B. Interfaces between all services and supporting services
• C. Interfaces between the service catalogue and service portfolio
• D. Fulfilment of business service requests

Answer: D

NEW QUESTION 23
......