Which is a financially valuable component that can contribute to the delivery of a service?
Which practice establishes a channel between the service provider and its users?
Which value chain activity is concerned with the availability of service components?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
For which purpose would the continual improvement practice use a SWOT analysis?
Which activity captures the demand for incident resolution and service requests?
When should a full risk assessment and authorization be carried out for a standard change?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
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 [?].
Which practice identifies metrics that reflect the customer's experience of a service?
Which statement about IT service management is CORRECT?
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What does the 'service request management' practice depend on for maximum efficiency?
What is defined as a change of state that has significate for the management of an IT service?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which practice provides a communications point for users to report operational issues, queries and requests?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which of the following is the MOST important 'or effective incident management?
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
What ensures that a service provider and a service consumer continually co-create value?
Which activity is NOT recommended by the start where you are' guiding principle?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Which TWO BEST describe the guiding principles?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
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 value chain activity ensures that service components meet agreed specifications?
TESTED 04 May 2024
