IT-8 PDF

Question #320 Topic 1 Why and how is a user MOST LIKELY to contact the service desk? A. To discuss the cause of an incident via a phone call B. To report a problem using a mobile app C. To request access to a resource via a self-service portal D. To authorize an emergency change via live chat Co...

Question #320 Topic 1 Why and how is a user MOST LIKELY to contact the service desk? A. To discuss the cause of an incident via a phone call B. To report a problem using a mobile app C. To request access to a resource via a self-service portal D. To authorize an emergency change via live chat Correct Answer: C Question #321 Topic 1 What is used as a tool to help define and measure performance? A. A change schedule B. An incident record C. A continual improvement register D. A service level agreement Correct Answer: D Question #322 Topic 1 Which of the four dimensions contributes is concerned with service integration and management? A. Partners and suppliers B. Organizations and people C. Value streams and processes D. Information and technology Correct Answer: D Question #323 What may form part of a service request procedure? A. The timescale for restoration of service B. The method of diagnosing the cause C. Authorization in accordance with a security policy D. Escalation to the appropriate change authority Correct Answer: C Topic 1 Question #324 Topic 1 When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action? A. Basing decisions about the initiative on visible data B. Communicating information about the initiative to other parts of the organization C. Ensuring everyone involved in the initiative is in agreement about it before starting D. Considering different methods of communication for the different audiences Correct Answer: C Question #325 Topic 1 Which practice identifies changes of state related to infrastructure, services, and business processes? A. Monitoring and event management B. Service configuration management C. Change enablement D. Information security management Correct Answer: A Question #326 Topic 1 Identity the missing word(s) in the following sentence. When an organization is assessing its current state, it should use [?] to obtain accurate measurements. A. Reports B. Assumptions C. Source data D. Risk management techniques Correct Answer: C Question #327 How should a process design allow for exceptional situations? A. Create rules to handle exceptions generally B. Remove the option for process exceptions C. Create an additional process for each exception D. Include all exception steps in the main process Correct Answer: A Topic 1 Question #328 Topic 1 Which practice needs the right culture to be embedded across the entire organization? A. Service request management B. Service level management C. Change enablement D. Continual improvement Correct Answer: D Question #329 Topic 1 Which term could be used to refer to a single person who has independently subscribed to a service? A. Supplier B. Service desk C. Service provider D. Organization Correct Answer: D Question #330 Topic 1 What is the MOST LIKELY reason that incident management would need a temporary team to work together? A. To escalate an incident to a supplier or partner B. So customers and users are provided with timely updates C. To resolve a complex or major incident D. So users can resolve their own incidents with self-help Correct Answer: C Question #331 Which is MOST LIKELY to be achieved by following a detailed procedure? A. Assessing a change B. Resolving an incident C. Managing a service request D. Investigating a problem Correct Answer: C Topic 1 Question #332 Topic 1 Which of the four dimensions focuses on roles, responsibilities, and systems of authority? A. Value streams and processes B. Partners and suppliers C. Organizations and people D. Information and technology Correct Answer: C Question #333 Topic 1 What is CORRECT about service request management? A. Service requests can be used to restore service B. Complex service request procedures should be avoided C. Compliments can be handled as service requests D. A new procedure is required for each new service request Correct Answer: C Question #334 Topic 1 What ensures that service providers and service consumers continue to create value together? A. Service consumption B. Service offerings C. Service level management D. Service relationship management Correct Answer: D Question #335 What are the KEY stakeholder groups that service providers should cooperate with? A. Suppliers B. Customers C. Relationship managers D. Developers Correct Answer: B Topic 1 Question #336 Topic 1 Which statement about the purpose of the Monitoring and event management practice is TRUE? A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner C. Systematically observe services and service components, and record and report selected changes of state identified as events D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule Correct Answer: C Question #337 Topic 1 Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors. A. events B. changes C. configuration items D. workarounds Correct Answer: D Question #338 Which describes an unresolved problem which has been already analysed? A. A workaround B. An incident C. A known error D. A risk Correct Answer: C Topic 1 Question #339 Topic 1 Which practice conducts reviews to validate that services are covering the needs of the customer? A. Monitoring and event management B. Service level management C. Change enablement D. Service desk Correct Answer: B Question #340 Topic 1 What is MOST LIKELY to be handled as a service request? A. Managing an interruption to a service B. An emergency change to apply a security patch C. The implementation of a workaround D. Providing a virtual server for a development team Correct Answer: D Question #341 Topic 1 Which practice guarantees that users have a range of access channels to choose from to report problems? A. Service desk B. Service level management C. Incident management D. Change enablement Correct Answer: A Question #342 A user wants to know how to create a report, so they come into contact with the service desk. Which practice is MOST LIKELY to help with the solution of this issue? A. Incident management B. Service level management C. Service request management D. Change enablement Correct Answer: C Topic 1 Question #343 Topic 1 How can service consumers contribute to risk mitigation? A. Through the provision of services according to predefined needs B. By ensuring that the service provider has configured correctly its resources C. By being fully aware of their own requirements for the service D. By controlling the specific level of risk on the service provider’s behalf Correct Answer: C Question #344 Topic 1 A good way to apply the ITIL guiding principle ‘focus on value’ is to: A. Understand why services are used by service consumers B. Understand the whole, but do something C. Be aware of system complexity D. Do less tasks but in a better way with higher quality Correct Answer: A Question #345 Topic 1 Which of the following guiding principles proposes the elimination of unnecessary work? A. Keep it simple and practical B. Think and work holistically C. Start where you are D. Progress iteratively with feedback Correct Answer: A Question #346 Which of the following statements is included in the ‘improve’ value chain activity’s purpose? A. Ensure the continual improvement of practices across all value chain activities B. Ensure services continually meet expectations for quality, costs, and time to market C. Ensure a shared understanding of the improvement direction for services across the organization D. Ensure continual engagement and good relationships with all stakeholders Correct Answer: A Topic 1 Question #347 Topic 1 Which of the following statements about change authorization is CORRECT? A. Every time a standard change is requested a change authority is assigned B. The technician making an emergency change can authorize such changes C. The change type and model is the basis for assigning the change authority D. Ensuring that changes are authorized after their deployment is done by the change authority Correct Answer: C Question #348 Topic 1 Which statement about a ‘continual improvement register (CIR)’ is TRUE? A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources B. Used to select the right method, model or technique for identifying improvements C. Used to track and manage improvement ideas from identification through to final action D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group Correct Answer: C Question #349 Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs? A. incident management B. Continual improvement C. Service request management D. Change enablement Correct Answer: B Topic 1