The purpose of which practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services?
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Which practice ensures that customers’ priorities for new or changed products and services are in alignment with desired business outcomes?
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What does a Service relationship include?
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A user contacts the Service Desk asking for information regarding printing of a document. This is an example of:
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What are the four dimensions of service management?
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The purpose of which value chain activity is to ensure that service components are available when and where they are needed, and meet agreed specifications?
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Which is an example of warranty?
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In which practice we can use the following approaches: pull, big bang, phased?
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To resolve a major incident, a team of engineers need to implement a solution quickly. Which type of change can be used in this situation?
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Restoring normal service operation as quickly as possible is the purpose of which practice?
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In which practice is disaster recovery described?
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Fill in the blanks: Any_____component that can contribute to the delivery of an IT product or service is called an IT asset.
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What is the definition of a problem?
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A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives is the definition of?
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The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events is known as?
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Fill in the blanks: _____ is an approach that focuses on improving workflows by maximizing value through the elimination of waste.
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A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress is known as?
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Which statement about the ITIL service value chain is NOT correct?
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The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information is known as?
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A user calls the Service desk because his internet connection is lost. This is an example of?
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The means by which an organization is directed and controlled is known as?
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The networking team are analyzing the best possible solution after a router has failed. This activity is part of?
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A service management team is building a database to store configuration records throughout their lifecycle and the relationships between configuration records. What is the service management team building?
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A calendar that shows planned and historical changes is knows in ITIL as?
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What is a change model?
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Service desk practice is defined as?
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A team is checking a documented between a service provider and a customer that identifies both services required and the expected level of service. What is the team looking at?
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Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets is the purpose of which practice?
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According to ITIL what is used to track and manage improvement ideas?
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Which practice manages the people aspects of changes and ensures that improvements and organizational transformation initiatives are implemented successfully?
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An approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization is known as?
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Adding a new functionality to a Database application is considered a:
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A team is performing incident trend analysis to identify patterns and improve service quality. This activity is part of:
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What is the second step of the Continual improvement model?
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A customer is experiencing a power outage and requesting Service desk support. The Service Desk should log this as:
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Authorization of changes is done by?
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An agreement between two internal business units of the same service provider is known as:
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An organization works with multiple vendors and would like to manage this relationship within a central point. What should the organization implement?
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A user is calling the service desk to ask for the self-service portal link? This logged as ?
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Management of all know errors is part of which practice?
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