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NEW QUESTION 118
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Problem management
- B. Change enablement
- C. Service configuration management
- D. Information security management
Answer: D
NEW QUESTION 119
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Application management
- C. Facilities management
- D. Technical management
Answer: C
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 120
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An unplanned interruption to a service, or reduction in the quality of a service
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 121
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- A. Monitoring and event management
- B. Service desk
- C. Service level management
- D. Relationship management
Answer: B
NEW QUESTION 122
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been prioritized
- B. After the problem has been resolved
- C. After the problem has been logged
- D. After the problem has been analyzed
Answer: D
NEW QUESTION 123
Which practice may involve the initiation of disaster recovery?
- A. Service request management
- B. Incident management
- C. IT asset management
- D. Service level management
Answer: B
NEW QUESTION 124
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Increasing collaboration and visibility for the improvement.
- B. Restricting information about the improvement to essential stakeholders only.
- C. Involving customers after all planning has been completed.
- D. Engaging every stakeholder group in the same way, with the same communication.
Answer: C
NEW QUESTION 125
Which practice establishes a channel between the service provider and its users?
- A. Supplier management
- B. Service desk
- C. Change enablement
- D. Relationship management
Answer: B
NEW QUESTION 126
Which is a purpose of the 'relationship management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To identify, analyze, monitor, and continually improve links with stakeholders
- C. To be the entry point and single point of contact for the service provider with all of its users
- D. To systematically observe services and service components
Answer: B
NEW QUESTION 127
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 1 and 4
- B. 2 and 3
- C. 1 and 2
- D. 3 and 4
Answer: C
NEW QUESTION 128
What must always be done before an activity is automated?
- A. Check that the activity has already been optimized
- B. Check that suitable new technology has been purchased
- C. Ensure the solution removes the need for human intervention
- D. Ensure that DevOps has been successfully implemented
Answer: A
NEW QUESTION 129
How are target resolution times used in the 'incident management' practice?
- A. They are scheduled, assessed and authorized to reduce the risk of service failures
- B. They are established, reviewed, and reported to ensure that customers are happy with the service
- C. They are initiated, approved, and managed to ensure that predictable responses are achieved
- D. They are agreed, documented, and communicated to help set user expectations
Answer: D
NEW QUESTION 130
Which activity is part of the 'continual improvement practice?
- A. Prioritizing and creating business cases for improvement initiatives.
- B. handing compliments and complaints from user to identify improvements.
- C. Identifying the cause unplanned interruptions to service.
- D. Improving relationships with and between stakeholders.
Answer: A
NEW QUESTION 131
What is the definition of a known error?
- A. A problem that has been analyzed and has not been resolved
- B. A cause, or potential cause, of one or more incidents
- C. Any change of state that has significance for the management of a service or other configuration item (CI)
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: A
NEW QUESTION 132
Which dimension includes the knowledge needed for the management of services?
- A. Information and technology
- B. Value streams and processes
- C. Organizations and people
- D. Partners and suppliers
Answer: A
NEW QUESTION 133
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Known error
- B. Incident
- C. Problem
- D. Event
Answer: C
NEW QUESTION 134
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on value at every step of the improvement
- B. Focus on the value of new and significant projects first
- C. Make 'focus on value' a responsibility of the management
- D. Focus on value for the service provider first
Answer: A
NEW QUESTION 135
Which service transition process provides guidance about converting data into information?
- A. Change evaluation
D18912E1457D5D1DDCBD40AB3BF70D5D - B. Knowledge management
- C. Service asset and configuration management
- D. Service validation and testing
Answer: B
NEW QUESTION 136
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