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#1. Which practice is responsible for moving components to live environments?

#2. Which practice includes the classification and ownership of queries and requests from users?

#3. Which practice identifies metrics that reflect the customer’s experience of a service?

#4. What is the PRIMARY use of a change schedule?

#5. Which service management dimension is focused on activities and how these are coordinated?

#6. How does categorization of incidents assist the ‘incident management’ practice?

#7. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

#8. Which is a recommendation of the ‘continual improvement’ practice?

#9. Which is a potential benefit of using an ITSM tool to support ‘incident management’?

#10. Which role submits service requests?

#11. Which practice provides a single point of contact for users?

#12. Which guiding principle recommends that the four dimensions of service management are considered?

#13. Which would be supported by the ‘service request management’ practice?

#14. Which practice is the responsibility of everyone in the organization?

#15. The purpose of the ‘information security management’ practice is to [?] the organization’s information.

#16. Which principle recommends collecting data before deciding what can be re-used?

#17. Which is NOT usually included as part of incident management?

#18. Which describes the nature of the guiding principles?

#19. Which statement about a change authority is CORRECT?

#20. Which practice makes new and changed services and features available for use?

#21. Which value chain activity ensures people understand the vision?

#22. Which statement about value chain activities is CORRECT?

#23. What is the purpose of the supplier management practice?

#24. What are the two types of cost a consumer should evaluate?

#25. Which is a purpose of the service desk practice?

#26. How should an organization adopt continual improvement methods?

#27. Which ITIL concept describes governance?

#28. Which is a recommendation of the service desk practice?

#29. Which principle recommends organizing work into manageable sections?

#30. What is a standard change?

#31. What happens if a workaround becomes permanent?

#32. What is the definition of change?

#33. What is the definition of an event?

#34. Which describes outcomes?

#35. Which is NOT a focus of information and technology dimension?

#36. Which practices involve problem resolution implementation? (1. Continual improvement; 4. Change enablement)

#37. Which is a key consideration for keep it simple and practical?

#38. What should be done first when applying focus on value?

#39. A package including a laptop and software is an example of what?

#40. What is the definition of warranty?

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