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NEW QUESTION 32
Which is one of the five aspects of service design?
- A. Corporate governance and policy
- B. Management policy for business case creation
- C. Risk analysis and management approach
- D. Management information systems and tools
Answer: D
NEW QUESTION 33
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
- A. authorization of changes
- B. skills of people
- C. configuration of services
- D. relationships with suppliers
Answer: C
Explanation:
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/
NEW QUESTION 34
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without the customer having to manage specific costs and risks?
- A. Continual improvement
- B. Service management
- C. A service
- D. An IT asset
Answer: C
NEW QUESTION 35
What is a definition of a problem?
- A. An unplanned interruption to a service, or reduction in the quality of a service
- B. A cause, or potential cause, of one or more incidents
- C. Any change of state that has significance for the management of a configuration item (CI)
- D. An incident for which a full resolution is not yet available
Answer: B
NEW QUESTION 36
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Incident management
- C. Service configuration management
- D. Monitoring and event management
Answer: A
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 37
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