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Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
Which practice establishes a channel between the service provider and its users?
Which value chain activity communicates the current status of all four dimensions of service management?
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Where are the details of the required performance outcomes of a service denned?
Which practice recommends the use of event-based surveys to gather feedback from customers?
What varies in size and complexity, and uses functions to achieve its objectives?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which practice has a purpose that includes managing authentication and non-repudation?
Which TWO BEST describe the guiding principles?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
What type of change is often used for resolving incidents or implementing security patches?
Which term is used to describe removing something that could have an effect on a service?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which of the following is the MOST important for effective incident management?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which value chain activity is concerned with the availability of service components?
Which practice identifies metrics that reflect a customer experience of a service?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What is defined as any component that needs to be managed in order to deliver an IT service?
What should be done to determine the appropriate metrics for measuring a new service?
TESTED 27 Dec 2024