clapgeek logo
Which is an example of improving service utility using service management automation?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which service transition process provides guidance about converting data into information?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
What should be done first when applying the 'focus on value' guiding principle?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which practice identifies metrics that reflect the customer's experience of a service?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which dimension of service management considers governance, management, and communication?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which practice provides support for managing feedback, compliments and complaints from users?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What type of change is MOST likely to be managed by the 'service request management' practice?
When should a full risk assessment and authorization be carried out for a standard change?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
What should be done to determine the appropriate metrics for measuring a new service?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which activity captures the demand for incident resolution and service requests?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which term is used to describe removing something that could have an effect on a service?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
What ensures that a service provider and a service consumer continually co-create value?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which value chain activity is concerned with the availability of service components?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which activity is NOT recommended by the start where you are' guiding principle?
Which is a financially valuable component that can contribute to the delivery of a service?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice has a purpose that includes managing authentication and non-repudation?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
Which of the following is a necessity to a successful service level agreement (SLAs)?
What type of change is often used for resolving incidents or implementing security patches?
Which of the following terms is more suitable to describe the functionality of a service?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which practice's purpose includes creating closer more collaborative relationships?
What is defined as a change of state that has significance for the management of an IT service?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which statement about the 'optimize and automate' guiding principle is CORRECT?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which of the following is the MOST important 'or effective incident management?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which Guiding principle says that it is not usually necessary to build something new?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
TESTED 18 Jan 2025