clapgeek logo
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
What should remain constant within an organization, even when the organization's objectives change?
Which is described by the 'organizations and people' dimension of service management?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
What is the difference between the 'incident management' and 'service desk' practices?
Which term is used to describe removing something that could have an effect on a service?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which of the following is the MOST important for effective incident management?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which activity captures the demand for incident resolution and service requests?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
What describes the steps needed to create and deliver a specific service to a consumer?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which service transition process provides guidance about converting data into information?
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
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
What should be done first when applying the 'focus on value' guiding principle?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
TESTED 07 May 2024