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NEW QUESTION # 30
Which describes a CORRECT approach to change authorization?
- A. Changes included in the change schedule are pre-authorized and do not need additional authorization
- B. formal changes are typically implemented as service requests and authorized by the service desk
- C. Emergency changes should be authorized by as many people as possible to reduce risk
- D. formal changes should be assessed and authorized before they are deployed
Answer: D
NEW QUESTION # 31
Service Transition contains detailed descriptions of which processes?
- A. Change Management, Capacity Management Event Management, Service Request Management
- B. Change Management, Service Asset and Configuration Management, Release and Deployment Management
- C. Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment
- D. Service Level Management, Service Portfolio Management, Service Asset and Configuration Management
Answer: B
NEW QUESTION # 32
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- C. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
- D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 33
When should a change request be submitted to resolve a problem?
- A. As soon as the analysis of the frequency and impact of incidents justifies the change
- B. As soon as the analysis of cost, risks and benefits justifies the change
- C. As soon as a workaround for the problem has been identified
- D. As soon as a solution for the problem has been identified
Answer: B
NEW QUESTION # 34
Which statement about outcomes is CORRECT?
- A. They are deliverables provided to service consumers.
- B. The co-create value for service providers by reducing costs and risks.
- C. They provide products to service providers based on outputs.
- D. They allow service consumers to achieve a desired result.
Answer: D
Explanation:
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 35
What is theBESTdescription of a change proposal?
- A. A justification for a change with significant cost or risk
- B. Any request for change (RFC.submitted to change management
- C. An RFC that must be implemented as soon as possible
- D. An authorised change submitted to release and deployment
Answer: A
NEW QUESTION # 36
What is the definition of warranty?
- A. A means of determining whether a service is fit for purpose
- B. A means of determining whether a service is fit for use
- C. A means of identifying events that could cause harm or loss
- D. A means of identifying a result for a stakeholder
Answer: B
NEW QUESTION # 37
Which of the following is the Goal of Service Level Management?
- A. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- B. To create and populate a Service Catalogue
- C. To carry out the Service Operations activities needed to support current IT services
- D. To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
NEW QUESTION # 38
Which process includes business, service and componentsub-processes?
- A. Incident management
- B. Capacity management
- C. Service level management
- D. Financial management
Answer: B
NEW QUESTION # 39
What three elements make up the Service Portfolio?
- A. Service pipeline, service catalogue and retired services
- B. Customer portfolio, service catalogue and retired services
- C. Customer portfolio, configuration management system and service catalogue
- D. Service pipeline, configuration management system and service catalogue
Answer: A
Explanation:
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NEW QUESTION # 40
How are target resolution times used in the 'incident management' practice?
- A. They are initiated, approved, and managed to ensure that predictable responses are achieved
- B. They are agreed, documented, and communicated to help set user expectations
- C. They are scheduled, assessed and authorized to reduce the risk of service failures
- D. They are established, reviewed, and reported to ensure that customers are happy with the service
Answer: B
NEW QUESTION # 41
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Continual Service Improvement
- B. Service Level Management
- C. Availability Management
- D. Business Relationship Management
Answer: B
NEW QUESTION # 42
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
- A. 1 and 3
- B. 1 and 2
- C. 2 and 4
- D. 3 and 4
Answer: B
NEW QUESTION # 43
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
- A. Capacity Management
- B. Availability Management
- C. Service Operation
- D. Service Design
Answer: C
NEW QUESTION # 44
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
- A. Focus on value
- B. Optimize and automate
- C. Keep it simple and practical
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION # 45
Consider the following list:
1) Change Authority
2) Change Manager
3) Change Advisory Board (CAB)
What are these BEST described as?
- A. Functions
- B. Roles, people or groups
- C. Teams
- D. Job descriptions
Answer: B
NEW QUESTION # 46
Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION # 47
What are the processes within Service Operation?
- A. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
- B. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
- C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
- D. Event Management, Incident Management. Change Management and Access Management
Answer: B
NEW QUESTION # 48
What is most likely to cause a loss of faith in the Service Level Management process?
- A. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
- B. Inclusion of items in the SLA that cannot be effectively measured
- C. Measurements that match the customer's perception of the service
- D. Involving customers in drafting Service Level Requirements
Answer: B
NEW QUESTION # 49
Which of the following are objectives of Supplier Management?
1.Negotiating and agreeing Contracts
2.Updating the Supplier and Contract database
3.Planning for possible closure, renewal or extension of contracts
4.Managing relationships with internal suppliers
- A. 1, 2 and 3 only
- B. None of the above
- C. 1, 3 and 4 only
- D. 2, 3 and 4 only
Answer: A
NEW QUESTION # 50
Which of these statements about Service Desk staff is CORRECT?
- A. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
- B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
- C. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
- D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
Answer: B
NEW QUESTION # 51
Which of the following statements about communication within Service Operation are CORRECT?
1.All communication must have an intended purpose or resultant action
2.Communication should not take place without a clear audience
- A. Both of the above
- B. None of the above
- C. 1 only
- D. 2 only
Answer: A
NEW QUESTION # 52
In which of the following situations should a Problem Record be created?
- A. Incident Management has found a workaround but needs some assistance in implementing it
- B. An event indicates that a redundant network segment has failed but it has not impacted any users
- C. An Incident is passed to second-level support
- D. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
Answer: D
NEW QUESTION # 53
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