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Which practice has a purpose that includes managing authentication and non-repudation?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which term is used to describe removing something that could have an effect on a service?
Which value chain activity is concerned with the availability of service components?
Which of the following is the MOST important for effective incident management?
Which practice identifies metrics that reflect the customer's experience of a service?
Which value chain activity ensures that service components meet agreed specifications?
Which practice would help a user gain access to an application that they need to use?
Which processes are responsible for the regular review of underpinning contracts?
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
When should a full risk assessment and authorization be carried out for a standard change?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which practice's purpose includes creating closer more collaborative relationships?
What should remain constant within an organization, even when the organization's objectives change?
What ensures that a service provider and a service consumer continually co-create value?
Which is a financially valuable component that can contribute to the delivery of a service?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
What varies in size and complexity, and uses functions to achieve its objectives?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
TESTED 26 Apr 2024
