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NEW QUESTION 87
Which is an activity of 'problem identification'?
- A. Analyzing information from software developers
- B. Establishing potential permanent solutions
- C. Establishing problem workarounds
- D. Analyzing the cause of problems
Answer: A
NEW QUESTION 88
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. A change schedule
- C. The incident category
- D. A self-help tool
Answer: C
NEW QUESTION 89
Which statement about change management is CORRECT?
- A. It optimizes financial exposure
- B. It ensures that service requests follow the normal change management process
- C. It optimizes overall business risk
- D. It ensures that all changes are authorized by the change advisory board (CAB)
Answer: D
NEW QUESTION 90
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
- A. Focus on value
- B. Optimize and automate
- C. Think and work holisocally
- D. Start where you are
Answer: B
NEW QUESTION 91
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a value chain activity
- B. a dedicated team
- C. detailed procedures
- D. a formal process
Answer: C
NEW QUESTION 92
Which function is responsible for the management of a data centre?
- A. Facilities management
- B. Service desk
- C. Application management
- D. Technical management
Answer: A
Explanation:
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NEW QUESTION 93
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Governance
- D. Practices
Answer: B
NEW QUESTION 94
Which statement about emergency changes is CORRECT?
- A. Emergency changes should be authorized and implemented as service requests
- B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
- C. Emergency changes must be fully documented before authorization and implementation
- D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: B
NEW QUESTION 95
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
- A. Keep it simple and practical
- B. Focus on value
- C. Think and work holistically
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION 96
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. An improvement initiative that is broken into a number of manageable sections
- B. The identification of all interested parts at the start of an improvement initiative
- C. A current state assessment that is carried out at the start of an improvement initiative
- D. An assessment of how all the parts of an organization will affect an improvement initiative
Answer: A
NEW QUESTION 97
Which is an objective of the design coordination process?
- A. To produce service design packages and ensure they are handed over to service transition
- B. To assess and evaluate all changes and their impact on service designs
- C. To gather and document new service level requirements from the customer
- D. To document the initial structure and relationship between services and customers
Answer: A
Explanation:
Explanation
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NEW QUESTION 98
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. Understanding priorities for improvement
D18912E1457D5D1DDCBD40AB3BF70D5D - B. An initial baseline assessment
- C. The production of a detailed CSI plan
- D. Verifying that improvement targets have been achieved
Answer: D
NEW QUESTION 99
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Each iteration should be designed before starting the initiative and implemented without feedback
- B. Feedback should only be taken into account when one iteration fails to meet its objective
- C. Each iteration should be continually re-evaluated based on feedback
- D. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
Answer: C
NEW QUESTION 100
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Ensuring service components are available
- B. Understanding the organization's vision
- C. Understanding stakeholder needs
- D. Meeting stakeholder expectations
Answer: A
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION 101
Which role approves the cost of services?
- A. Sponsor
- B. User
- C. Customer
- D. Change authority
Answer: A
NEW QUESTION 102
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