D336 Study Guide Questions with 100%
Verified Correct Answers
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.
outcomes
Which guiding principle recommends carrying out an assessment to understand what
can be reused?
Start where you are
What is the difference between 'change control' and 'organizational change
management'?
Change control' manages changes to products and services, 'Organizational change
management' manages the people aspects of change
How are the service value chain activities used?
To create value streams
Which dimension of service management considers governance, management, and
communication?
organizations and people
Which other practices make use of the 'service desk' practice to capture demand?
'Incident management' and 'request management'
Which is an activity of problem identification?
, performing trend analysis
What is the definition of change?
To add, modify or remove anything that could have a direct or indirect effect on services
Which is a key consideration for the 'keep it simple and practical' guiding principle?
Understand how each element contributes to value creation
What should be done for every problem?
It should be prioritized based on its potential impact and probability
Which practice enables users to ask for help and information?
D
Service desk
What are the key inputs to the ITIL service value system?
Opportunity and demand
Which describes the 'think and work holistically' guiding principle?
Establish how all the parts of the organization will work together to deliver the services
Which is the purpose of the 'monitoring and event management' practice?
To systematically observe services and service components, and record and report selected
changes of state
Which is a recommendation of the 'service desk' practice?
Service desks should understand the business
Verified Correct Answers
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.
outcomes
Which guiding principle recommends carrying out an assessment to understand what
can be reused?
Start where you are
What is the difference between 'change control' and 'organizational change
management'?
Change control' manages changes to products and services, 'Organizational change
management' manages the people aspects of change
How are the service value chain activities used?
To create value streams
Which dimension of service management considers governance, management, and
communication?
organizations and people
Which other practices make use of the 'service desk' practice to capture demand?
'Incident management' and 'request management'
Which is an activity of problem identification?
, performing trend analysis
What is the definition of change?
To add, modify or remove anything that could have a direct or indirect effect on services
Which is a key consideration for the 'keep it simple and practical' guiding principle?
Understand how each element contributes to value creation
What should be done for every problem?
It should be prioritized based on its potential impact and probability
Which practice enables users to ask for help and information?
D
Service desk
What are the key inputs to the ITIL service value system?
Opportunity and demand
Which describes the 'think and work holistically' guiding principle?
Establish how all the parts of the organization will work together to deliver the services
Which is the purpose of the 'monitoring and event management' practice?
To systematically observe services and service components, and record and report selected
changes of state
Which is a recommendation of the 'service desk' practice?
Service desks should understand the business
