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NEW QUESTION 159
What is NOT within the scope of service catalogue management?
- A. Contribution to the definition of services
- B. Fulfilment of business service requests
- C. Interfaces between the service catalogue and service portfolio
- D. Interfaces between all services and supporting services
Answer: B
NEW QUESTION 160
Which is part of service provision?
- A. The management of resources configured to deliver the service
- B. The joint activities performed to ensure continual value co-creation
- C. The grouping of one or more services based on one or more products
- D. The management of resources needed to consume the service
Answer: A
NEW QUESTION 161
Which of the following is the MOST important 'or effective incident management?
- A. Automated pipelines
- B. Collaboration tools and techniques
- C. A variety of access channels
- D. Balanced scorecard review
Answer: B
NEW QUESTION 162
Which activity captures the demand for incident resolution and service requests?
- A. Change control
- B. Service catalogue management
- C. Service desk
- D. Problem management
Answer: C
NEW QUESTION 163
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Release management
- B. Relationship management
- C. Change control
- D. Monitoring and event management
Answer: C
Explanation:
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
NEW QUESTION 164
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
- A. assets
- B. services
- C. values
- D. elements
Answer: B
NEW QUESTION 165
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role ensures that activities are executed correctly
- B. This role has ownership of the end result
- C. This role ensures the flow of information to stakeholders
- D. This role is involved in providing knowledge and input
Answer: B
NEW QUESTION 166
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Incident management
- B. Continual improvement
- C. Service desk
- D. Relationship management
Answer: C
Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 167
Which practice's purpose includes creating closer more collaborative relationships?
- A. Information security management
- B. Supplier management
- C. Release management
- D. Service configuration management
Answer: B
NEW QUESTION 168
What is the purpose of the 'monitoring and event management' practice?
- A. To restore normal service operation as quickly as possible
- B. To capture demand for incident resolution and service requests
- C. To manage workarounds and known errors
- D. To systematically observe services and service components
Answer: D
NEW QUESTION 169
Which statement about the 'change enablement' practice is CORRECT?
- A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
- B. Normal changes are triggered by the creation of a change request which can be created manually or automated
- C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
- D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
Answer: B
NEW QUESTION 170
Which of the following is the MOST important for effective incident management?
- A. Automated pipelines
- B. Collaboration tools and techniques
- C. A variety of access channels
- D. Balanced scorecard review
Answer: B
Explanation:
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 171
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Developers
- B. Suppliers
- C. Customers
- D. Relationship managers
Answer: C
NEW QUESTION 172
Which activity is NOT recommended by the start where you are' guiding principle?
- A. Using source data to avoid any unintentional data distortion found in reports
- B. Involving people who are not familiar with a service when observing and assessing its activities
- C. Applying risk management when considering to introduce new processes
- D. Discarding existing processes before assessing their usefulness
Answer: D
Explanation:
Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
NEW QUESTION 173
What is a configuration item?
- A. Any component that needs to be managed in order to deliver an IT service
- B. Any change of state that has significance for the management of a service
- C. Any financially valuable component that can contribute to delivery of an IT product or service
- D. A problem that has been analyzed but has not been resolved
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION 174
What should a release policy include?
- A. The process owner and process manager for each type of release
- B. The roles and responsibilities for incident and problem resolution
- C. The naming convention and expected frequency of each type of release
- D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Answer: C
NEW QUESTION 175
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