QUESTION 177
Which is an activity of ‘problem identification’?

QUESTION 178
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

QUESTION 179
Which practice has a purpose that includes aligning the organization’s practices and services with changing
business needs?

QUESTION 180
Which statement about the ‘service request management’ practice is CORRECT?

QUESTION 181
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

QUESTION 182
Which of the following is included in the purpose of the ‘continual improvement’ practice?

QUESTION 183
What is described by the service value system?

QUESTION 184
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

QUESTION 185
What is MOST LIKELY to be handled as a service request?

QUESTION 186
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

QUESTION 187
Which value chain activity is concerned with the availability of service components?

QUESTION 188
Why should some service requests be fulfilled with no additional approvals?

QUESTION 189
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

QUESTION 190
Which process is used to compare the value that new services offer with the value of the services they have replaced?

QUESTION 191
Which TWO types of competence are MOST important ‘or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

QUESTION 192
Which practice needs people who understand complex systems and have creative and analytical skills?

QUESTION 193
Which practice involves the management of vulnerabilities that were not identified before the service went live?

QUESTION 194
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

QUESTION 195
What is the customer of a service responsible for?

QUESTION 196
Which practice would help a user gain access to an application that they need to use?

QUESTION 197
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

QUESTION 198
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

QUESTION 199
What should a release policy include?