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NEW QUESTION # 317
What should be done for every problem?
- A. It should be resolved so that it can be closed
- B. It should be prioritized based on its potential impact and probability
- C. It should be diagnosed to identify possible solutions
- D. It should have a workaround to reduce the impact
Answer: B
NEW QUESTION # 318
Which statement about change authorities is CORRECT?
- A. Change authorities are assigned for each type of change and change model
- B. Change authorities are only required for authorizing emergency changes
- C. Change authorities are only required for authorizing normal changes
- D. Change authorities are assigned when each change is deployed
Answer: A
NEW QUESTION # 319
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
- A. Problem analyst
- B. Change authority
- C. Service desk agent
- D. Service level manager
Answer: D
NEW QUESTION # 320
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
- A. 2 and 3
- B. 1 and 4
- C. 3 and 4
- D. 1 and2
Answer: D
NEW QUESTION # 321
Which statement about value streams is CORRECT?
- A. Each value stream must include all six value chain activities
- B. Each value stream must include all 34 ITIL practices
- C. Each value stream must be designed for a specific scenario
- D. Each value stream must include suppliers or partners
Answer: A
NEW QUESTION # 322
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Value streams and processes
- B. Organization and people
- C. Information and technology
- D. Partners and suppliers
Answer: A
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION # 323
Which principle concentrates on service consumers?
- A. Focus on value
- B. Keep it simple
- C. Optimize and automate
- D. Start where you are
Answer: A
NEW QUESTION # 324
Which is described by the 'organizations and people' dimension of service management?
- A. Contracts and agreements
- B. Communication and collaboration
- C. Workflows and controls
- D. Inputs and outputs
Answer: B
Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20dimension%20sets%20out%20the%20people%20aspects,creation%20or%20consumption%20of%20services.
NEW QUESTION # 325
Which should be handled by 'service request management'?
- A. A request to provide a laptop
- B. A request to implement a security patch
- C. A request to change a target in a service level agreement
- D. A request to resolve an error in a service
Answer: A
Explanation:
Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION # 326
What is warranty?
- A. The perceived benefits, usefulness and importance of something
- B. The functionality offered by a product or service to meet a particular need
- C. Assurance that a product or service will meet agreed requirements
- D. The amount of money spent on a specific activity or resource
Answer: C
NEW QUESTION # 327
Which action is performed by a service provider?
- A. Receiving of the agreed goods
- B. Requesting required service actions
- C. Authorizing budget for service consumption
- D. Ensuring access to agreed resources
Answer: D
NEW QUESTION # 328
What is the reason for using a balanced bundle of service metrics?
- A. It provides an outcome-based view of services
- B. It reports each service element separately
- C. It facilitates the automatic collection of metrics
- D. It reduces the number of metrics that need to be collected
Answer: A
NEW QUESTION # 329
Which is a risk that might be removed from a service consumer by an IT service?
- A. Security breach
- B. Cost of purchasing servers
- C. Failure of server hardware
- D. Service provider ceasing to trade
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 330
Which service request management decisions require that policies are established'?
- A. Deciding which service requests require approval
- B. Deciding how to handle service requests where the steps are unknown
- C. Deciding how degradations of service are resolved
- D. Deciding when workarounds should be used
Answer: B
NEW QUESTION # 331
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Service desk
- C. Relationship management
- D. Continual improvement
Answer: B
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
NEW QUESTION # 332
What can be used to determine if a service is 'fit for purpose'?
- A. Warranty
- B. Outcome
- C. Utility
- D. Availability
Answer: C
NEW QUESTION # 333
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
- A. Keep it simple and practical
- B. Collaborate and promote visibility
- C. Optimize and automate
- D. Start where you are
Answer: A
NEW QUESTION # 334
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Service level management
- B. Service desk
- C. Incident management
- D. Change enablement
Answer: B
Explanation:
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 335
What describes the steps needed to create and deliver a specific service to a consumer?
- A. Service level management
- B. Practices
- C. Service management
- D. A value stream
Answer: D
NEW QUESTION # 336
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Wholesale customer view
- B. Service-based SLA view
- C. Supporting services view
- D. Retail customer view
Answer: C
NEW QUESTION # 337
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