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What type of change is MOST likely to be managed by the 'service request management' practice?
What can be described as an operating model for the creating and management of products and services?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which value chain activity ensures that service components meet agreed specifications?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
What does the 'service request management' practice depend on for maximum efficiency?
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.
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which practice has a purpose that includes managing authentication and non-repudation?
Which is described by the ‘organizations and people’ dimension of service management?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What ensures that a service provider and a service consumer continually co-create value?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
For which purpose would the continual improvement practice use a SWOT analysis?
What should remain constant within an organization, even when the organization's objectives change?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
TESTED 16 Apr 2024
