Tag: ITIL

ANSWER Incident analysis skills Technical skills Problem resolution skills Supplier management skills ANSWER Incident analysis skills EXPLANATION Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as...

OPTIONS Single system-based metrics Metrics for the percentage of uptime of a service Operational metrics Metrics linked to defined outcomes ANSWER Metrics linked to defined outcomes EXPLANATION Metrics linked to defined outcomes refer to the principle focus on value. Understand their expected outcomes, how each...

OPTIONS Change enablement Continual improvement Problem management Service desk ANSWER Problem management EXPLANATION The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

OPTIONS Rapid escalation Formation of a temporary team The use of scripts Problem prioritization ANSWER The use of scripts EXPLANATION There may be scripts for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents.

OPTIONS Service value chain activities Service-level management Service value chain inputs Change enablement ANSWER Service value chain activities EXPLANATION Engage, plan, and improve are part of the six activities of the service value chain.

OPTIONS The management of resources configured to deliver the service The management of resources needed to provide the service The grouping of one or more services based on one or more products The joint activities performed to ensure continuous value cocreation ANSWER The management of...

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...