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NEW QUESTION # 269
Which is an activity in the 'Problem control' phase of problem management?
- A. Implementing a technical fix to resolve an issue
- B. Reviewing incident records to identity trends
- C. Re-assessing a known error to manage the ongoing impact.
- D. Documenting the steps in workaround
Answer: D
Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%
20services.
NEW QUESTION # 270
Which of the following is NOT one of thefive individual aspects of service design?
- A. Explanation:
QUESTIONNO: 71
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description - B. The design of the service portfolio, including the service catalogue
- C. The design of the technology architectures
- D. The design of new or changed services
- E. The design of market spaces
Answer: E
NEW QUESTION # 271
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A problem
- B. A change
- C. An event
- D. An incident
Answer: B
NEW QUESTION # 272
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Accreditors
- B. Regulators
- C. Employers
- D. Stakeholders
Answer: D
NEW QUESTION # 273
Which dimension includes the knowledge needed for the management of services?
- A. Organizations and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: A
NEW QUESTION # 274
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should escalate all technical issues to support and development teams
- C. The service desk should work in close collaboration with support and development teams
- D. The service desk should remain isolated from technical support teams
Answer: C
NEW QUESTION # 275
Which is a key element of the 'think and work holistically' guiding principle?
- A. Understanding the methods applicable to complex systems
- B. Using technology for standard tasks to give people time for complex activities
- C. Eliminating metrics which do not contribute to achieving an objective
- D. Assessing which procedures can be re-used when improving a service
Answer: A
Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
* Recognize the complexity of the systems
* Collaboration is key to thinking and working holistically
* Where possible, look for patterns in the needs of and interactions between system elements
* Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 276
What is used to link activities within the service value chain?
- A. Service desk
- B. Inputs, outputs and triggers
- C. Service level agreements
- D. Opportunity, demand and value
Answer: D
NEW QUESTION # 277
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?
- A. Service level management
- B. Monitoring and event management
- C. Service desk
- D. Continual improvement
Answer: A
NEW QUESTION # 278
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
- A. Service design
- B. Service operation
- C. Service transition
- D. Continual service improvement
Answer: A
NEW QUESTION # 279
What term is used to describe the functionality of a service?
- A. Utility
- B. Outcome
- C. Output
- D. Warranty
Answer: C
NEW QUESTION # 280
What is NOT within the scope of service catalogue management?
- A. Interfaces between the service catalogue and service portfolio
- B. Fulfilment of business service requests
- C. Contribution to the definition of services
- D. Interfaces between all services and supporting services
Answer: B
NEW QUESTION # 281
Which practice's purpose includes creating closer more collaborative relationships?
- A. Service configuration management
- B. Information security management
- C. Supplier management
- D. Release management
Answer: C
NEW QUESTION # 282
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. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
- C. An event indicates that a redundant network segment has failed but it has not impacted any users
- D. An Incident is passed to second-level support
Answer: B
NEW QUESTION # 283
Which service value chain activity deals with the purchase of new products?
- A. Plan
- B. Engage
- C. Improve
- D. Obtain/build
Answer: D
Explanation:
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
* Plan
* Engage
* Design and Transition
* Obtain/Build
* Deliver and Support
* Improve
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 284
What is the BEST definition of a definitive media library?
- A. It is a secure library in which the latest versions of authorized software items are stored and protected
- B. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected
- C. It is a structured document with definitive information regarding all live IT services, including those available for deployment
- D. It is a set of tools and databases that is used to manage knowledge, information and data
Answer: B
NEW QUESTION # 285
Which of the following are included within Release and Deployment Models?
-Roles and responsibilities -Template release and deployment -Supporting systems, tools and procedures. -Handover activities and responsibilities
- A. 1, 2 and 3 only.
- B. All of the above
- C. 2, 3 and 4 only.
- D. 1 and 4 only.
Answer: B
NEW QUESTION # 286
What can be used to determine if a service is 'fit for purpose'?
- A. Outcome
- B. Warranty
- C. Availability
- D. Utility
Answer: D
NEW QUESTION # 287
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
- A. A change
- B. A change advisory board
- C. A change request
- D. A change model
Answer: A
NEW QUESTION # 288
Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?
1.Data mining and workflow tools
2.Measurement and reporting systems
3.Release and deployment technology
4.Process Design
- A. 1, 2 and 3 only
- B. All of the above
- C. 1, 3 and 4 only
- D. 2, 3 and 4 only
Answer: A
NEW QUESTION # 289
Which describes a set of defined steps for implementing improvements?
- A. The 'engage' value chain activity
- B. The 'improve' value chain activity
- C. The 'continual improvement model'
- D. The 'continual improvement register'
Answer: C
NEW QUESTION # 290
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Service desk
- B. Incident management
- C. Change enablement
- D. Service level management
Answer: A
Explanation:
Service desks provide a variety of channels for access including:
* Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
* Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
* Chat, through live chat and chatbots.
* Email for logging and updating, and for follow-up surveys and confirmations.
* Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence).,
* Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
* Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 291
Which process isresponsible for sourcing and delivering components of requested standard services?
- A. Request fulfilment
- B. Service desk
- C. IT finance
- D. Service portfolio management
Answer: A
NEW QUESTION # 292
Where would you expect incident resolution targets to be documented?
- A. A Service Level Agreement (SLA)
- B. A Request for Change (RFC)
- C. A Service Description
- D. The Service Portfolio
Answer: A
NEW QUESTION # 293
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