NEW QUESTION 54
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

NEW QUESTION 55
Which statement about the ‘four Ps’ of service design is CORRECT?

NEW QUESTION 56
What are the MOST important skills required by service desk staff?

NEW QUESTION 57
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

NEW QUESTION 58
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

NEW QUESTION 59
Which two statements about the ‘service request management’ practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

NEW QUESTION 60
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

NEW QUESTION 61
Which statement about the steps to fulfill a service request is CORRECT?

NEW QUESTION 62
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

NEW QUESTION 63
When should a full risk assessment and authorization be carried out for a standard change?

NEW QUESTION 64
Which statement about the known error database (KEDB) is CORRECT?

NEW QUESTION 65
Which service level metrics are BEST for measuring user experience?

NEW QUESTION 66
Which describes normal changes?

NEW QUESTION 67
Which statement about the automation of service requests is CORRECT?

NEW QUESTION 68
What is the purpose of the ‘information security management’ practice?

NEW QUESTION 69
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

NEW QUESTION 70
Which of these should be logged and managed as a problem?

NEW QUESTION 71
Which dimension considers how knowledge assets should be protected?

NEW QUESTION 72
What is used to link activities within the service value chain?

NEW QUESTION 73
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

NEW QUESTION 74
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.