ITIL4 part9

What is used as a tool to help dene and measure performance?

• A. A change schedule
  

• B. An incident record
  

• C. A continual improvement register

• D. A service level agreement

Which of the four dimensions contributes is concerned with service integration and management?

• A. Partners and suppliers
  

• B. Organizations and people
  

• C. Value streams and processes

• D. Information and technology

What may form part of a service request procedure?

• A. The timescale for restoration of service
  

• B. The method of diagnosing the cause
  

• C. Authorization in accordance with a security policy

• D. Escalation to the appropriate change authority

When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

• A. Basing decisions about the initiative on visible data
  

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

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

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

Which practice identies changes of state related to infrastructure, services, and business processes?

• A. Monitoring and event management

• B. Service conguration management

• C. Change enablement
  

• D. Information security management

Identity 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. Assumptions
  

• C. Source data
  

• D. Risk management techniques

How should a process design allow for exceptional situations?

• A. Create rules to handle exceptions generally
  

• B. Remove the option for process exceptions
  

• C. Create an additional process for each exception

• D. Include all exception steps in the main process

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

• A. Service request management

• B. Service level management
  

• C. Change enablement
  

• D. Continual improvement

Which term could be used to refer to a single person who has independently subscribed to a service?

• A. Supplier
  

• B. Service desk
  

• C. Service provider

• D. Organization

What is the MOST LIKELY reason that incident management would need a temporary team to work together?

• A. To escalate an incident to a supplier or partner
  

• B. So customers and users are provided with timely updates

• C. To resolve a complex or major incident
  

• D. So users can resolve their own incidents with self-help