ITIL Foundation 4 – TEST BANK Exam correct answers (verified)

ITIL Foundation 4 – TEST BANK Exam correct answers (verified)What is the effect of increased automation on the 'service desk' practice? Greater ability to focus on customer experience when personal contact is needed Which term describes the functionality offered by a service? Utility 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 What should all 'continual improvement' decisions be based on? Accurate and carefully analysed data How do all value chain activities transform inputs to outputs? By using a combination of practices How does customer engagement contribute to the 'service level management' practice? It captures information that metrics can be based on & supports progress discussions What is the starting point for optimization? Understanding the vision and objectives of the organization The purpose of the _________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. service value system Which practice provides support for managing feedback, compliments and complaints from users? Service request management Which joint activity performed by a service provider and service consumer ensures continual value co-creation? Service relationship management Which practice may involve the initiation of disaster recovery? Incident management What type of change is MOST likely to be managed by the 'service request management' practice? A standard change Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? Collaborate and promote visibility What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A service Which statement about change authorization is CORRECT? A change authority should be assigned to each type of change and change model Which dimension of service management considers governance, management, and communication? Organizations and people A known error is a problem that has been __________ and has not been resolved. analysed Which statement about known errors and problems is CORRECT? Known error is the status assigned to a problem after it has been analysed What does the 'service request management' practice depend on for maximum efficiency? Processes and procedures Which statement about the 'service desk' practice is CORRECT? It needs a practical understanding of the business processes Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? Service configuration management Which practice has a purpose that includes restoring normal service operation as quickly as possible? Incident management