itil4 part 4

What is required by all service desk staff?

• • A. Excellent technical knowledge

• • B. Root cause analysis skills

• • C. Demonstration of emotional intelligence

• • D. Knowledge of telephony technology

Which practice establishes a channel between the service provider and its users?

• • A. Relationship management

• • B. Change enablement

• • C. Supplier management

• • D. Service desk

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

• • A. Service desk

• • B. Monitoring and event management

• • C. Service level management

• • D. Continual improvement

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

• • A. Relationship management

• • B. Change enablement

• • C. Release management

• • D. Monitoring and event management

Which practice provides users with a way to get various requests arranged, explained and coordinated?

• • A. Service level management

• • B. Relationship management

• • C. Continual improvement

• • D. Service desk

Which helps to streamline the fulfilment of service requests?

• • A. Understanding which service requests can be accomplished with limited approvals

• • B. Creating new workflows for every service request

• • C. Separating requests relating to service failures from the degradation of services

• • D. Eliminating service requests which have complex workflows

Which statement about outcomes is CORRECT?

• • A. They are deliverables provided to service consumers

• • B. They allow service consumers to achieve a desired result

• • C. They provide products to service providers based on outputs

• • D. They co-create value for service providers by reducing costs and risks

Which guiding principle says that services and processes should NOT provide a solution for every exception?

• • A. Keep it simple and practical

• • B. Collaborate and promote visibility

• • C. Think and work holistically

• • D. Optimize and automate

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.

• • A. measured

• • B. rewarded

• • C. managed

• • D. defined

Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

• • A. relationships with suppliers

• • B. configuration of services

• • C. skills of people

• • D. authorization of changes