Tag: ITIL

OPTIONS Requesting a workaround for an issue Requesting information about how to create a document Requesting an enhancement to an application Requesting investigation of a degraded service ANSWER Requesting information about how to create a document EXPLANATION Requesting information about how to create a document...

OPTIONS To ensure services achieve agreed and expected performance To make new or changed services available for use To move new or changed components to live environments To set clear business-based targets for service performance ANSWER To move new or changed components to live environments...

OPTIONS Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Supporting services according to specifications Continually meeting stakeholder expectations for costs ANSWER Continually meeting stakeholder expectations for costs EXPLANATION The purpose of the design and transition value chain activity is...

OPTIONS Service-level management Change enablement Service request management Incident management ANSWER Incident Management EXPLANATION It is important that people working on an incident provide good-quality updates in a timely fashion. These updates should include information about symptoms, business impact, CIs affected, actions completed, and actions...

OPTIONS The service desk should work in close collaboration with support and development teams The service desk should rely on self-service portals instead of escalation to support teams The service desk should remain isolated from technical support teams The service desk should escalate all technical...

OPTIONS A current state assessment that is carried out at the start of an improvement initiative The identification of all interested stakeholders at the start of a improvement initiative An improvement initiative that is broken into a number of manageable sections An assessment of how...

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the __ that support them, is available when and where it is needed. OPTIONS Suppliers CIs Customers Assets ANSWER CIs EXPLANATION The purpose...

OPTIONS Change enablement Service-level management Problem management Service desk ANSWER Service Desk EXPLANATION The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service...

OPTIONS As soon as a solution for the problem has been identifiedAs soon as a workaround for the problem has been identifiedAs soon as the analysis of the frequency and impact of incidents justifies the changeAs soon as the analysis of cost, risks, and benefits...

It is created from shared values based on how it carries out its work It is determined by the type of technology used to support services It should be based on the culture of prospective suppliers It should be based on the objectives of the...