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NEW QUESTION 47
What is defined as a cause, or potential cause, of one or more incidents?
- A. Problem
- B. Known error
- C. Event
- D. Change
Answer: A
NEW QUESTION 48
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Problem management
- B. Relationship management
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 49
Which is the CORRECT description of an outcome?
- A. The prediction of the future demand requirements for an activity, process or IT service
- B. The inputs that trigger an action for an activity, process or IT service
- C. The design and development of the activities that make up a process or IT service
- D. The result of carrying out an activity, following a process, or delivering an IT service
Answer: D
NEW QUESTION 50
Which is a key requirement for a successful service level agreement (SLA)?
- A. Using single-system-based metrics that relate to outputs
- B. Using an agreement between the service provider and service supplier
- C. Using bundled metrics to relate performance to outcomes
- D. Using individual metrics that relate to the service catalogue
Answer: C
Explanation:
Explanation/Reference:
NEW QUESTION 51
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 52
Which statement about outcomes is CORRECT?
- A. Outcomes help service consumers achieve outputs
- B. Helping service consumers achieve outcomes reduces service provider costs
- C. Service providers help service consumers achieve outcomes
- D. Outcomes are one or more services that fulfill the needs of a service consumer
Answer: C
NEW QUESTION 53
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem identification, problem control, error control
- C. Problem logging, problem classification, problem resolution
- D. Problem analysis, error identification, incident resolution
Answer: B
NEW QUESTION 54
Which is an example of how service automation assists service automation assists service management?
- A. The capacity of services can be adjusted to respond to respond to variations in demand
- B. The capacity of the service desk can be reduced to prevent users contacting it at busy times
- C. Requests for new services can be authorized by anyone in service management
- D. Customers can employ more sales staff during peak business periods
Answer: A
NEW QUESTION 55
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Immediate escalation
- B. A separate process
- C. Third party support
- D. Specialist teams
Answer: B
NEW QUESTION 56
What are 'engage', `plan' and `improve' examples of?
- A. Service value chain activities
- B. Service level management
- C. Service value chain inputs
- D. Change control
Answer: A
NEW QUESTION 57
How does information about problems and known errors contribute to 'incident management'?
- A. It enables the reassessment of known errors
- B. It removes the need for regular customer updates
- C. It enables quick and efficient diagnosis of incidents
- D. It removes the need for collaboration during incident resolution
Answer: C
NEW QUESTION 58
What are the MOST important skills required by service desk staff?
- A. Supplier management skills
- B. Technical skills
- C. Problem resolution skills
- D. Incident analysis skills
Answer: D
NEW QUESTION 59
Which statement about emergency changes is CORRECT?
- A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
- B. Emergency changes should be authorized and implemented as service requests
- C. Emergency changes must be fully documented before authorization and implementation
- D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: A
NEW QUESTION 60
What is typically needed to assign complex incidents to support groups?
- A. The incident category
- B. The incident priority
- C. A change schedule
- D. A self-help tool
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 61
Which describes a set of defined steps for implementing improvements?
- A. The `engage' value chain activity
- B. The `continual improvement model'
- C. The `continual improvement register'
- D. The `improve' value chain activity
Answer: B
NEW QUESTION 62
A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?
- A. As a change request
- B. As a service request
- C. As a problem
- D. As an event
Answer: C
NEW QUESTION 63
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 a workaround for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as a solution for the problem has been identified
Answer: C
NEW QUESTION 64
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Governance
- D. Practices
Answer: B
NEW QUESTION 65
What do customers NOT have ownership of when receiving value from services?
- A. Specific risks and impacts
- B. Specific costs and outcomes
- C. Specific costs and risks
- D. Specific outcomes and impacts
Answer: A
NEW QUESTION 66
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
- A. Service request management
- B. Service desk
- C. IT asset management
- D. Change control
Answer: A
NEW QUESTION 67
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service level management
- B. Problem management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 68
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