Tag: ITIL V 4

OPTIONS Assurance that a product or service will meet agreed requirements The amount of money spent on a specific activity or resource The functionality offered by a product or service to meet a particular need The perceived benefits, usefulness, and importance of something ANSWER Assurance...

OPTIONS Focus on value Think and work holistically Optimize and automate Collaborate and promote visibility ANSWER Think and work holistically EXPLANATION Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated...

OPTIONS An unplanned interruption to a service or reduction in the quality of a service A cause, or potential cause, of one or more incidents A problem that has been analyzed and has not been resolved Any change of state that has significance for the...

OPTIONS Change enablement Service-level management Service request management Problem management ANSWER Problem management EXPLANATION People responsible for diagnosing problems often need the ability to understand complex systems and to think about how different failures might have occurred. Developing this combination of analytical and creative ability...

OPTIONS Paying for the service Managing server hardware Reducing communication constraints Managing staff availability ANSWER Reducing communication constraints EXPLANATION It is the duty of the provider to manage the level of risk on behalf of the consumer. This should be handled based on a balance...

OPTIONS An organization should always use a single technique to ensure metrics are consistent An organization should always use a strength, weakness, opportunity, and threat (SWOT) analysis An organization should always develop competencies in methodologies and techniques that will meet their needs An organization should...

OPTIONS Each iteration should be designed before starting the initiative and implemented without feedback Feedback should only be taken into account when one iteration fails to meet its objective Feedback should be reduced for large improvements as it is unlikely that circumstances will change Each...

The management of information security incidents usually requires _______. OPTIONS Immediate escalation Specialist teams A separate process Third-party support Answer: A separate process EXPLANATION There are usually separate processes for managing major incidents, and for managing information security incidents

Service management Continual improvement A service An IT asset A service EXPLANATION Definition of service is a means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Organizations and people Partners and suppliers Information and technology Value streams and processes Information and technology As part of the information component of the dimension, organizations should consider how the information and knowledge assets will be protected, managed, archived, and disposed.