ITIL Foundation Exam Questions

Question 1

What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams

Answer 1

A. Correct. “With increased automation… The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed”. Ref 5.2.14

Question 2

Which term describes the functionality offered by a service?
A. Cost
B. Utility
C. Warranty
D. Risk

Answer 2

B. Correct. Utility is “The functionality offered by a product or service.” Ref 2.5.4

Question 3

Which is the purpose of the ‘monitoring and event management’ practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 3

B. Correct. “The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events”. Ref 5.2.7

Question 4

What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. Accurate and carefully analysed data
C. An up-to-date balanced scorecard
D. A recent maturity assessment

Answer 4

B. Correct. “Accurate data, carefully analysed and understood, is the foundation of fact-based decision-making for improvement.” The ‘continual improvement’ practice should be supported by relevant data sources and by skilled data analytics to ensure that each potential improvement situation is sufficiently understood. Ref 5.1.2

Question 5

How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation

Answer 5

B. Correct. “To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.” Ref 4.5

Question 6

6) 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
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer 6

D. Correct.
(1) (4) “Customer engagement: This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions.” Ref 5.2.15

Question 7

What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services

Answer 7

B. Correct. The first step of the principle ‘optimize and automate’ is: “Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and objectives of the organization.” Ref 4.3.7.1

Question 8

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.
A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice

Answer 8

C. Correct. “The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.” Ref 4.1

Question 9

Which practice provides support for managing feedback, compliments and complaints from users?
A. Change control
B. Service request management
C. Problem management
D. Incident management

Answer 9

B. Correct. “The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner,” and “Each service request may include one or more of the following: … feedback, compliments, and complaints (for example, complaints about a new interface or compliments to a support team).” Ref 5.2.16

Question 10

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
A. Service provision
B. Service consumption
C. Service offering
D. Service relationship management

Answer 10

D. Correct. Service relationship management is “Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Question 11

Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management

Answer 11

A. Correct. “In some extreme cases, disaster recovery plans may be invoked to resolve an incident.” Ref 5.2.5

Question 12

What type of change is MOST likely to be managed by the 'service request management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. An application change

Answer 12

C. Correct. “Fulfilment of service requests may include changes to services or their components; usually these are standard changes.” and “Standard changes: These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests”. Ref 5.2.16, 5.2.4

Question 13

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical

Answer 13

B. Correct. ‘Collaborate and promote’ visibility states “Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization’s ability to improve internal capabilities. It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impact on results. To avoid this, the organization needs to perform such critical analysis activities as: understanding the flow of work in progress; identifying bottlenecks, as well as excess capacity; and uncovering waste”. Ref 4.3.4.3

Question 14

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A. A service
B. An output
C. A practice
D. Continual improvement

Answer 14

A. Correct. A service is “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.” Ref 2.3.1

Question 15

Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority

Answer 15

A. Correct. “It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective.” Ref 5.2.4

Question 16

Which dimension of service management considers governance, management, and communication?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 16

A. Correct. “It is important to ensure that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.” Ref 3.1

Question 17

Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A. logged
B. analysed
C. escalated
D. closed

Answer 17

B. Correct. A known error is “A problem that has been analysed but has not been resolved”. Ref 5.2.8

Question 18

Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff

Answer 18

A. Correct. Known errors “are problems where initial analysis has been completed; it usually means that faulty components have been identified… the problem remains in the known error status, and the documented workaround is applied”. Ref 5.2.8

Question 19

What does the 'service request management' practice depend on for maximum efficiency?
A. Compliments and complaints
B. Self-service tools
C. Processes and procedures
D. Incident management

Answer 19

C. Correct. “Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.” Ref 5.2.16

Question 20

Which statement about the ‘service desk’ practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes

Answer 20

D. Correct. “Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.” Ref 5.2.14

Question 21

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
B. Service desk
C. IT asset management
D. Monitoring and event management

Answer 21

A. Correct. “The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them”. Ref 5.2.11

Question 22

Which practice has a purpose that includes restoring normal service operation as quickly as possible?
A. Supplier management
B. Deployment management
C. Problem management
D. Incident management

Answer 22

D. Correct. “The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.” Ref 5.2.5

Question 23

Identify the missing word in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A. outputs
B. outcomes
C. costs
D. risks

Answer 23

B. Correct. “Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.” Ref 2.2.2

Question 24

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
A. Optimize and automate
B. Start where you are
C. Focus on value
D. Progress iteratively with feedback

Answer 24

D. Correct. ‘Progress iteratively with feedback’ recommends comprehending “the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes been called ‘analysis paralysis’, in which so much time is spent analyzing the situation that nothing ever gets done about it.” Ref 4.3.3.3

Question 25

What should be done for every problem? A. It should be diagnosed to identify possible solutions B. It should be prioritized based on its potential impact and probability C. It should be resolved so that it can be closed D. It should have a workaround to reduce the impact

Answer 25

B. Correct. "Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability." Ref 5.2.8

Question 26

How should an organization include third-party suppliers in the continual improvement of services? A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements

Answer 26

A. Correct "When contracting for a supplier's service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract." Ref 5.1.2

Question 27

``` What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality ```

Answer 27

C. Correct. "Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons." Ref 3.3

Question 28

What is a problem? A. An addition or modification that could have an effect on services B. Any change of state that has significance for the management of a configuration item C. A cause or potential cause of one or more incidents D. An unplanned reduction in the quality of a service

Answer 28

C. Correct. A problem is "a cause, or potential cause, of one or more incidents." Ref 5.2.8

Question 29

What is the purpose of the 'relationship management' practice? A. To align the organization's practices and services with changing business needs B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 29

B. Correct. "The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders." Ref 5.1.9

Question 30

Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service management B. The guiding principles C. The service value chain D. Practices

Answer 30

B. Correct. The guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances." Ref 4.3

Question 31

What is an output? A. A change of state that has significance for the management of a configuration item B. A possible event that could cause harm or loss C. A result for a stakeholder D. Something created by carrying out an activity

Answer 31

D. Something created by carrying out an activity

Question 32

What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected B. It reports each service element separately C. It provides an outcome-based view of services D. It facilitates the automatic collection of metrics

Answer 32

C. Correct. "They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics." Ref 5.2.15.1

Question 33

Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams

Answer 33

C. Correct. "Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first." Ref 5.2.5

Question 34

``` Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? A. Relationship management B. IT asset management C. Release management D. Service desk ```

Answer 34

B. Correct. "The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks." Ref 5.2.6

Question 35

Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority

Answer 35

A. Correct. "Problem identification activities identify and log problems. These include:... detection of duplicate and recurring issues by users, service desk, and technical support staff." Ref 5.2.8

Question 36

``` .Which value chain activity communicates the current status of all four dimensions of service management? A. Improve B. Engage C. Obtain/build D. Plan ```

Answer 36

D. Correct. "The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization." Ref 4.5.1

Question 37

``` Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value ```

Answer 37

D. Correct. "This section is mostly focused on the creation of value for service consumers... This value may come in various forms, such as revenue, customer loyalty, lower cost, or growth opportunities." Ref 4.3.1

Question 38

``` Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management C. Service request management D. Service configuration management ```

Answer 38

B. Correct. "Service level management provides the end-to-end visibility of the organization's services. To achieve this, service level management:... captures and reports on service issues, including performance against defined service levels." Ref 5.2.14

Question 39

Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. A scheduled major hardware and software implementation

Answer 39

C. Correct. Emergency changes are "Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch." Ref 5.2.4

Question 40

``` Which guiding principle recommends assessing the current state and deciding what can be reused? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback ```

Answer 40

B. Correct. The guiding principle 'start where you are' advises "Having a proper understanding of the current state of services and methods is important to selecting which elements to re-use, alter, or build upon." Ref 4.3.2.3

Question 41

Which is included in the purpose of the "˜design and transition' value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs

Answer 41

D

Question 42

Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple

Answer 42

B

Question 43

What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem

Answer 43

D

Question 44

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks? A. Service management B. Continual improvement C. A service D. An IT asset

Answer 44

C

Question 45

Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

Answer 45

C

Question 46

Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

Answer 46

D. 1 and 4

Question 47

When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change

Answer 47

D

Question 48

What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. A configuration item (CI) C. An incident D. An IT asset

Answer 48

B

Question 49

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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

Answer 49

A

Question 50

Which of these should be logged and managed as a problem? A. A user requests delivery of a laptop B. A monitoring tool detects a change of state for a service C. Trend analysis shows a large number of similar incidents D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer 50

C

Question 51

What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer 51

A

Question 52

Which statement about costs is CORRECT? A. Costs imposed on the consumer are costs of service utility B. Costs removed from the consumer are part of the value proposition C. Costs imposed on the consumer are costs of service warranty D. Costs removed from the consumer are part of service consumption

Answer 52

B

Question 53

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement

Answer 53

D

Question 54

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As a change request B. As a service request C. As an event D. As a problem

Answer 54

D

Question 55

What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution on the results B. Asking customers to provide numerical targets that meet their needs C. Asking customers open questions to establish their requirements D. Using operational data to provide detailed service reports

Answer 55

D

Question 56

Which is the CORRECT explanation of the "˜R' role in a RACI matrix? A. This role ensures that activities are executed correctly B. This role has ownership of the end result C. This role is involved in providing knowledge and input D. This role ensures the flow of information to stakeholders

Answer 56

B

Question 57

Options are : A change that doesn't need risk assessment because the procedure has been pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn't need risk assessment because it is required to resolve an incident A change that is routine in nature, is fully documented, and the risks are well understood

Answer 57

Answer :A change that needs to be assessed, authorized, and scheduled by a change authority.

Question 58

What is NOT a phase in problem management? Options are : Problem identification Problem classification Problem control Error control

Answer 58

Answer :Problem classification

Question 59

How does 'service request management' contribute to the 'improve' value chain activity? Options are : It ensures that users continue to be productive when they need assistance from the service provider It collects user-specific requirements, sets expectations, and provides status updates It analyzes data to identify opportunities to provide new service request options It acquires pre-approved service components to help fulfill service requests

Answer 59

Answer :It analyzes data to identify opportunities to provide new service request options

Question 60

What is a service level agreement used for? Options are : To measure the performance of services from a customer's point of view To measure the performance of the service availability To measure the performance of the service capability To measure the performance of the service from the service provider's point of view.

Answer 60

Answer :To measure the performance of services from a customer's point of view

Question 61

How does 'service level management' contribute to the 'plan' value chain activity? Options are : Uses feedback from users about the service and requirements from customers to make the service better Provides information about the actual service performance and trends Collects and processes feedback from customers and users Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer 61

Answer :Provides information about the actual service performance and trends

Question 62

What should be included in every service level agreement? Options are : Detailed metrics to capture availability of the system Metrics for system response time Clearly defined service outcomes Number of emails sent per hour

Answer 62

Answer :Clearly defined service outcomes

Question 63

Which of these are NOT a key focus of the 'partners and suppliers' dimension? Options are : Workflow management and inventory systems Roles and responsibilities Contracts and agreements Security and compliance

Answer 63

Answer :Workflow management and inventory systems

Question 64

What is the purpose of the 'problem management' practice? Options are : Ensuring that services deliver agreed levels of availability or that change can be assessed Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Answer 64

Answer :Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 65

Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. Options are : Capacity Availability Request Level

Answer 65

Answer :Level

Question 66

Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google's G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training's students? Options are : Service offering Service relationship management Service provision Service consumption

Answer 66

Answer :Service relationship management

Question 67

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation? Options are : Focus on value Progress iteratively with feedback Collaborate and promote visibility Think and work holistically

Answer 67

Answer :Focus on value

Question 68

Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow? Options are : Organizations and people Information and technology Partners and suppliers Value streams and processes

Answer 68

Answer :Organizations and people

Question 69

How does 'service request management' contribute to the 'deliver and support' value chain activity? Options are : It ensures that users continue to be productive when they need assistance from the service provider It collects user-specific requirements, sets expectations, and provides status updates By initiating standard changes to fulfill service requests It acquires pre-approved service components to help fulfill service requests

Answer 69

Answer :It ensures that users continue to be productive when they need assistance from the service provider

Question 70

How does 'service level management' contribute to the 'improve' value chain activity? Options are : Uses feedback from users about the service and requirements from customers to make the service better Provides feedback from interactions with customers into new or changed services Provides information about the actual service performance and trends Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer 70

Answer :Uses feedback from users about the service and requirements from customers to make the service better

Question 71

What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity? Options are : Ensuring users continue to be productive when they need assistance from the service provider Collecting user-specific requirements, setting expectations, and providing status updates Acquiring pre-approved service components to help fulfill service requests Initiating standard changes to fulfill service requests

Answer 71

Answer :Initiating standard changes to fulfill service requests

Question 72

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests. Options are : Incident management Service level management Service request management Service desk

Answer 72

Answer :Service desk

Question 73

Which ITIL concept describes continual improvement? Options are : Service value system Four dimensions of service management Service value chain Practices

Answer 73

Answer :Service value system

Question 74

What is usually included as part of 'incident management'? Options are : Detailed procedures for the diagnosis of incidents Formalized processes for logging incidents Observation of all services and service components to identify any change in state Authority to implement changes to a system

Answer 74

Answer :Formalized processes for logging incidents

Question 75

How does 'service request management' contribute to the 'engage' value chain activity? Options are : It ensures that users continue to be productive when they need assistance from the service provider It collects user-specific requirements, sets expectations, and provides status updates By initiating standard changes to fulfill service requests It acquires pre-approved service components to help fulfill service requests

Answer 75

Answer :It collects user-specific requirements, sets expectations, and provides status updates

Question 76

What does a centralized service desk require? Options are : Knowledge base Walk-in service hours 24x7 support Outsourced employees

Answer 76

Answer :Knowledge base

Question 77

How does 'service level management' contribute to the 'engage' value chain activity? Options are : Collects feedback during interactions and communicates service performance objectives to the operations and support teams Provides feedback from interactions with customers into new or changed services Collects and processes feedback from customers and users Provides information about the actual service performance and trends

Answer 77

Answer :Collects and processes feedback from customers and users

Question 78

What is usually included as part of 'incident management'? Options are : Authority to implement changes to a system Observation of all services and service components to identify any change in state Detailed procedures for the diagnosis of incidents Use of specialized knowledge for complicated incidents

Answer 78

Answer :Use of specialized knowledge for complicated incidents

Question 79

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? Options are : Relationship management Release management IT asset management Service desk

Answer 79

Answer : IT asset management