ITIL v4: Which term describes the functionality offered by a service?
Cost Utility Warranty Risk Utility Utility is the functionality offered by a product or service.
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Tag: ITIL
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ITIL v4: What is the effect of increased automation on the service desk practice?
Greater ability to focus on customer experience when personal contact is needed Decrease in self-service incident logging and resolution Increased ability to focus on fixing technology instead of supporting people Elimination of the need to escalate incidents to support teams Greater ability to focus on...
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ITIL V4: What is the definition of warranty?
A tangible or intangible deliverable that is produced by carrying out an activity The assurance that a product or service will meet agreed requirements A possible event that could cause harm or make it more difficult to achieve objectives The functionality offered by a product...
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ITIL V4: A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value An outcome Warranty A service offering A service offering Service providers define combinations of goods, access to resources and service actions, to address the needs of different consumer groups. These combinations are called service offerings.
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ITIL V4: What should be done first when applying the focus on value guiding principle?
What should be done first when applying the focus on value guiding principle? Identify the outcomes that the service facilitates Identify all suppliers and partners involved in the service Determine who the service consumer is in each situation Determine the cost of providing the service...
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ITIL V4: Which is a key consideration for the guiding principle keep it simple and practical?
Try to create a solution for every exception Understand how each element contributes to value creation Ignore the conflicting objectives of different stakeholders Start with a complex solution, then simplify Understand how each element contributes to value creation The keep it simple and practical guiding...
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ITIL V4: Which of the following practices are typically involved in the implementation of a problem resolution?
Continual improvement Service request management Service level management Change enablement 1 and 2 2 and 3 3 and 4 1 and 4 1 and 4 (1) Problem management activities can identify improvement opportunities in all four dimensions of service management. Solutions can in some cases...
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ITIL V4: Which is NOT a key focus of the information and technology dimension?
Which is NOT a key focus of the information and technology dimension? Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities Roles and responsibilities The organizations and people dimension of a service covers roles and responsibilities, formal organizational...
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ITIL V4: Which of the following describes outcomes?
Which of the following describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Results desired by a stakeholder Configuration of an organization’s resources Results desired by a stakeholder An outcome is a result for a stakeholder enabled by one or more...
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ITIL V4: What is the definition of an event?
Any change of state that has significance for the management of a service or other configuration item Any component that needs to be managed in order to deliver an IT service An unplanned interruption to a service or reduction in the quality of a service...
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