Set 4

Which of the four dimensions is concerned with service integration and

management?

• A. Organizations and people

• B. Information and technology

• C. Partners and suppliers

• D. Value streams and processes

Which facilitates outcomes that customers want to achieve?

• A. Service

• B. Warranty

• C. Organization

• D. IT asset

What may form part of a service request procedure?

• A. The method of diagnosing the cause

• B. Authorization in accordance with a security policy

• C. The timescale for restoration of service

• D. Escalation to the appropriate change authority

Which ITIL concept helps an organization to make good decisions?

• A. Four dimensions of service management

• B. Guiding principles

• C. Service value chain

• D. Practices

When applying the 'collaborate and promote visibility' principle to an

organization's initiative, which is NOT a necessary action?

• A. Ensuring everyone involved in the initiative is in agreement about it before starting

• B. Considering different methods of communication for the different audiences

• C. Basing decisions about the initiative on visible data

• D. Communicating information about the initiative to other parts of the organization

Which practice identifies changes of state related to infrastructure, services, and

business processes?

• A. Monitoring and event management

• B. Change enablement

• C. Information security management

• D. Service configuration management

What is included in the purpose of the 'relationship management' practice?

• A. Creating collaborative relationships with key suppliers to uncover and realize new

  value

• B. Setting clear business-based targets so that the delivery of a service can be

  properly assessed

• C. Identifying, analysing, monitoring, and the continual improvement of relationships

  with stakeholders

• D. Handling all pre-defined, user-initiated service requests in an effective and user-

  friendly manner

Identify the missing word(s) in the following sentence. When an organization is

assessing its current state, it should use [?] to obtain accurate measurements.

• A. Reports

• B. Risk management techniques

• C. Source data

• D. Assumptions

How should a process design allow for exceptional situations?

• A. Create an additional process for each exception

• B. Include all exception steps in the main process

• C. Create rules to handle exceptions generally

• D. Remove the option for process exceptions

Which practice needs the right culture to be embedded across the entire

organization?

• A. Service level management

• B. Service request management

• C. Continual improvement

• D. Change enablement