Category: Certification Exams Questions

Improve Engage Obtain or build Plan Plan The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authority To help identify problems Problem identification activities identify and log problems. These include detection of duplicate and recurring issues by...

Relationship management IT asset management Release management Service desk IT asset management The purpose of the IT asset management practice is to plan and manage the full life cycle of all IT assets to help the organization maximize value, control costs, manage risks.

To help automated matching of incidents to problems or known errors To identify which support team the incident should be escalated to To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teams...

It reduces the number of metrics that need to be collected It reports each service element separately It provides an outcome-based view of services It facilitates the automatic collection of metrics It provides an outcome-based view of services They should relate to defined outcomes and...

A change of state that has significance for the management of a configuration item A possible event that could cause harm or loss A result for a stakeholder Something created by carrying out an activity Something created by carrying out an activity An output is...

The four dimensions of service management The guiding principles The service value chain Practices The guiding principles The guiding principles can guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances.

To align the organization’s practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and...

An addition or modification that could have an effect on services Any change of state that has significance for the management of a configuration item A cause or potential cause of one or more incidents An unplanned reduction in the quality of a service A...

Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality Corporate culture of the organization Corporate culture some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons.