What is a purpose of engage value chain activity ?

Providing transparency and good relationship

Which statement about service desks is CORRECT ?(The service desk should..)

... work in close collaboration with support and development teams

When should the effectiveness of a problem workaround be assessed ?

Whenever the workaround is used

Which statement about outcomes is CORRECT ?

An outcome can be enabled by more than one output

Assurance that a product or service will meet agreed requirements

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ITIL4 Post

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IT Management

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Questions 15

Answers

1
Which ITIL guiding principle recommends using existing services, processes and tools when improving services ?
Focus on value
Start where you are
Keep is simple and practical
Progress iteratively with feedback
2
What is a purpose of engage value chain activity ?
Ensuring the continual improvement of service
Meeting expectation for quality, costs and time-to-market
Providing transparency and good relationship
Ensuring that the organization vision is understood
3
Which statement about service desks is CORRECT ?(The service desk should..)
... rely on self-service portals instead of escalation to support teams
... escalate all technical issues to support and development teams
... work in close collaboration with support and development teams
... remain isolated from technical support teams
4
When should the effectiveness of a problem workaround be assessed ?
Whenever the problem is prioritized
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the workaround is used
5
Which dimension include activities workflow ?
Organization and people
Information and Technology
Partner and Supplier
Value stream and processes
6
Which statement about outcomes is CORRECT ?
An outcome can be enabled by more than one output
An output can be enabled by one or more outcomes
Outcomes are how the service performs
An outcome is a tangible or intangible activity
7
What helps diagnose and resolve a simple incident ?
Problem prioritization
Formation of a temporary team
Rapid escalation
The use of scripts
8
Which practice coordinates the classification, ownership and communication of service requests and incidents ?
Problem management
Relationship management
Service desk
Supplier management
9
What is warranty ?
The amount of money spent on a specific activity or resource
The functionality offered by a product or service to meet a particular need
Assurance that a product or service will meet agreed requirements
The perceived benefits, usefulness and importance of something
10
Which skill is an essential part of service level management practices ?
Problem analysis
Listening
Diagnosis
Technical knowledge
11
The use of ____ should support, not replace what is observed when using the start where you are guiding principles ?
Baseline
CIs
KPI
Measurement
12
Which stakeholder co-create value in a service relationship ?
Management and Operation
Consumer and Provider
Supplier and Contractor
Vendor and User
13
What is described by the service value system ?
B
D
A
C
14
What is defined as a cause, or potential cause, of one or more incidents ?
Change
Event
Known error
Problem
15
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations ?
A
B
C
D

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