ITIL Service Management Practices

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What is the correct sequence of activities in the incident management practice?

Problem identification, problem control, error control

Problem control, error control, problem identification

Problem identification, error control, problem control (correct)

Error control, problem control, problem identification

What is the primary purpose of the 'IT asset management' practice?

Providing information on how assets are configured and the relationships between them

Moving assets to live or other environments for testing or staging

Supporting decision-making about purchase, re-use, retirement, and disposal of assets (correct)

Making new and changed assets available for use

What is the most likely reason for a user to contact the service desk?

To authorize an emergency change via live chat

To request access to a resource via a self-service portal

To report a problem using a mobile app (correct)

To discuss the cause of an incident via a phone call

What is used to help define and measure performance?

A service level agreement Signup and view all the answers

Which component focuses on the activities needed by an organization to co-create value?

Service value chain Signup and view all the answers

Which dimension contributes to service integration and management?

Value streams and processes Signup and view all the answers

When should measured data be used in the IT service lifecycle?

Always to support direct observation Signup and view all the answers

Which ITIL practice is responsible for ensuring services continue to meet organizational needs?

Service level management Signup and view all the answers

What should be considered when assessing the 'partners and suppliers' dimension?

The level of integration and formality of relationships Signup and view all the answers

Which practice makes new services available for use?

Deployment management Signup and view all the answers

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Performing baseline assessments Signup and view all the answers

Which guiding principle considers the importance of customer loyalty?

Focus on value Signup and view all the answers

What is the primary objective of the problem management practice?

To reduce the likelihood and impact of incidents by identifying causes Signup and view all the answers

What is a key requirement for a successful service level agreement?

It should be written in clear language for all parties Signup and view all the answers

What is an example of a service request?

A request to access a file or database Signup and view all the answers

Which dimension focuses on managing data in compliance with industry regulations?

Information and technology Signup and view all the answers

What information should be produced by an organization using the ITIL continual improvement model?

A baseline of current capabilities Signup and view all the answers

What is the primary goal of incident management?

To restore normal operation quickly and minimize business impact Signup and view all the answers

ITIL Service Management Practices

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