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Questions # 21:

What is the starting point for optimization?

Options:

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

Expert Solution
Questions # 22:

What is a recommendation of the ‘focus on value’ guiding principle?

Options:

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

Expert Solution
Questions # 23:

Which step of the 'continual improvement model' defines measurable targets?

Options:

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

Expert Solution
Questions # 24:

Which practice guarantees that users have a range of access channels to choose from to report problems?

Options:

A.

Service desk

B.

Service level management

C.

Incident management

D.

Change enablement

Expert Solution
Questions # 25:

Which service management dimension is focused on activities and how these are coordinated?

Options:

A.

Partners and suppliers

B.

Information and technology

C.

Value streams and processes

D.

Organizations and people

Expert Solution
Questions # 26:

Which statement about value streams is CORRECT?

Options:

A.

Each value stream must include all six value chain activities

B.

Each value stream must be designed for a specific scenario

C.

Each value stream must include all 34 ITIL practices

D.

Each value stream must include suppliers or partners

Expert Solution
Questions # 27:

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Options:

A.

Deployment management

B.

Release management

C.

Change enablement

D.

Service configuration management

Expert Solution
Questions # 28:

What term is used to describe whether a service will meet availability, capacity and security requirements?

Options:

A.

Outcomes

B.

Value

C.

Utility

D.

Warranty

Expert Solution
Questions # 29:

Which TWO are inputs to the service value system?

1 Demand

2 Products

3 Value

4 Opportunity

Options:

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Expert Solution
Questions # 30:

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

Options:

A.

Service providers are able to respond more quickly to customer needs

B.

Bottlenecks in the service provider's workflow are identified.

C.

The complexities of the service provider's IT systems are identified.

D.

The service provider gains a better understanding of the customer experience.

Expert Solution
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