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Question 46/150
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
Correct Answer: A
- Question List (150q)
- Question 1: Which is part of the definition of a customer?...
- Question 2: What is warranty?
- Question 3: Which value chain activity ensures that ongoing service acti...
- Question 4: Which practice makes use of methods from Lean. Agile and Dev...
- Question 5: Which practice has a purpose that includes ensuring that ris...
- Question 6: Which dimension focuses on relationships with other organiza...
- Question 7: Which will help solve incidents more quickly?...
- Question 8: Which practice requires skills and competencies related to b...
- Question 9: Which practice provides support for managing feedback, compl...
- Question 10: Which is one of the MAIN concerns of the 'design and transit...
- Question 11: Which process is used to compare the value that new services...
- Question 12: Which practice has a purpose that includes the handling of p...
- Question 13: Which statement about the 'change enablement' practice is CO...
- Question 14: What is the purpose of the 'monitoring and event management'...
- Question 15: What is a definition of a problem?...
- Question 16: Which practice owns and manages issues, queries and requests...
- Question 17: Which practice has a purpose that includes maximizing succes...
- Question 18: Which TWO are important aspects of the 'service request mana...
- Question 19: What are the MOST important skills required by service desk ...
- 1 commentQuestion 20: Which dimension is MOST concerned with skills, competencies,...
- Question 21: Which is a use of a change schedule?...
- 2 commentQuestion 22: Which practice would help a user gain access to an applicati...
- Question 23: Which action is performed by a service provider?...
- Question 24: How should an organization adopt continual improvement metho...
- Question 25: Identify the missing word in the following sentence. A [?] i...
- Question 26: What is a configuration item?
- Question 27: Identify the missing words in the following sentence. When a...
- Question 28: In service relationships, what is a benefit of identifying c...
- Question 29: Which statement about problems is CORRECT?...
- 3 commentQuestion 30: Which describe a 'change authority'?...
- Question 31: Identify the missing word in the following sentence. A chang...
- Question 32: Why should incidents be prioritized?...
- Question 33: What is an IT asset?
- Question 34: What is the purpose of service level management?...
- Question 35: Which practice has a purpose that includes restoring normal ...
- Question 36: Which statement about a 'continual improvement register' is ...
- Question 37: Which is a use of the change schedule?...
- Question 38: What are the types of asset management?...
- Question 39: When should a full risk assessment and authorization be carr...
- Question 40: Which guiding principle considers customer and user experien...
- Question 41: Which is a low risk change that has been pre-approved so tha...
- Question 42: Which describes a CORRECT approach to change authorization?...
- Question 43: What is defined as any component that needs to be managed in...
- Question 44: Which is the CORRECT approach for managing a large improveme...
- Question 45: Which practice requires that staff demonstrate excellent cus...
- Question 46: How does customer engagement contribute to the 'service leve...
- Question 47: Which value chain activity ensures the availability of servi...
- Question 48: Which is a key requirement for a successful service level ag...
- 1 commentQuestion 49: Which activity is part of the 'continual improvement' practi...
- Question 50: Which guiding principle helps an organization to understand ...
- Question 51: Which is a purpose of the 'service desk' practice?...
- Question 52: Which statement about outcomes is CORRECT?...
- Question 53: What impact does automation have on a service desk?...
- Question 54: Which statement BEST describes the value of service strategy...
- Question 55: Which is provided by the 'engage' value chain activity?...
- Question 56: Which guiding principle is PRIMARILY concerned with consumer...
- Question 57: Which service transition process provides guidance about con...
- Question 58: What does 'change enablement' PRIMARILY focus on?...
- Question 59: Which is included in the purpose of the 'change enablement' ...
- Question 60: What includes governance as a component?...
- Question 61: Which guiding principle considers how the steps of a process...
- Question 62: Identify the missing word in the following sentence. A user ...
- Question 63: Who is responsible for defining metrics for change managemen...
- Question 64: What is recommended by the guiding principle 'progress itera...
- Question 65: Identify the missing words in the following sentence. The ma...
- Question 66: Which practice helps to ensure that the services delivered t...
- 1 commentQuestion 67: What is used to link activities within the service value cha...
- Question 68: Which guiding principle considers the importance of customer...
- Question 69: Which guiding principle recommends assessing the current sta...
- 1 commentQuestion 70: Which statement about the 'continual improvement' practice i...
- Question 71: What varies in size and complexity, and uses functions to ac...
- Question 72: Which is NOT a component of the service value system?...
- Question 73: Which should be handled by 'service request management'?...
- Question 74: Which ITIL concept describes governance?...
- Question 75: Which guiding principle leads to a faster response to custom...
- Question 76: Which practice identifies metrics that reflect a customer ex...
- Question 77: What should a release policy include?...
- Question 78: Which practice has a purpose that includes managing risks to...
- Question 79: What is an incident?
- Question 80: What should all 'continual improvement' decisions be based o...
- Question 81: What type of change is pre-authorized, low risk, relatively ...
- Question 82: Which practice improves customer and user satisfaction by re...
- Question 83: Which practice may involve the initiation of disaster recove...
- Question 84: Which processes are responsible for the regular review of un...
- Question 85: Identify the missing word in the following sentence. Sponsor...
- Question 86: Which is a key requirement for a successful service level ag...
- Question 87: Which is a way of applying the guiding principle 'focus on v...
- Question 88: What term is used to describe whether a service will meet av...
- Question 89: Which statement about service desks is CORRECT?...
- Question 90: Which practices are typically involved in the implementation...
- Question 91: What MAIN factors are considered to assess the priority of a...
- Question 92: What is a definition of a service improvement plan (SIP)?...
- Question 93: What is a change schedule PRIMARILY used for?...
- 1 commentQuestion 94: Which is a risk that might be removed from a service consume...
- Question 95: What is the MOST important reason for prioritizing incidents...
- Question 96: Identity the missing word in the following sentence The purp...
- Question 97: Which is an example of a business related measurement?...
- Question 98: What is the definition of a known error?...
- Question 99: Which is a purpose of the 'relationship management' practice...
- Question 100: Which practice uses techniques such as SWOT analysis, balanc...
- Question 101: Which is included in the purpose of the 'service level manag...
- Question 102: Which is an objective of the design coordination process?...
- Question 103: What can be described as an operating model for the creating...
- Question 104: Which is a use of a continual improvement register?...
- Question 105: Which is NOT a structure of service desk that is described i...
- 1 commentQuestion 106: Which dimension includes the knowledge needed for the manage...
- Question 107: Which term relates to service levels aligned with the needs ...
- Question 108: What describes how components and activities work together t...
- Question 109: What is the expected outcome from using a service value chai...
- Question 110: Which is a recommendation for applying the guiding principle...
- Question 111: Which is included in the purpose of the 'service level manag...
- Question 112: Which of the following is NOT recommended by the guiding pri...
- Question 113: Which practice recommends that organizations develop compete...
- Question 114: Which describes outcomes?
- Question 115: Which statement about the 'service desk1 practice is CORRECT...
- Question 116: When should a workaround be created?...
- 1 commentQuestion 117: Which is an activity of the 'incident management" practice?...
- Question 118: Which guiding principle recommends coordinating all dimensio...
- Question 119: What happens if a workaround becomes the permanent way of de...
- Question 120: Which is part of service provision?...
- Question 121: Which is an important principle of communication in service ...
- Question 122: Which practice provides users with a way to get various requ...
- Question 123: In which situation will incident management USUALLY use a se...
- Question 124: Which is one of the five aspects of service design?...
- 1 commentQuestion 125: Which statement about outcomes is CORRECT?...
- Question 126: Which practice is MOST LIKELY to make use of artificial inte...
- Question 127: Which TWO statements about an organization's culture are COR...
- Question 128: Identify the missing word in the following sentence. The pur...
- Question 129: Which statement about standard changes is CORRECT?...
- 1 commentQuestion 130: Which practice has a strong influence on the user experience...
- Question 131: Which statement about the use of measurement in the 'start w...
- Question 132: Which is a purpose of the 'engage' value chain activity?...
- Question 133: Which are elements of the service value system?...
- Question 134: What role would be MOST suitable for someone with tots of ex...
- Question 135: What takes place in the "Did we get there?" step of the cont...
- Question 136: Which benefit is MOST aligned with the guiding principle 'pr...
- Question 137: Where are the details of the required performance outcomes o...
- Question 138: Which includes governance, management practices, and continu...
- Question 139: Why should service desk staff detect recurring issues?...
- Question 140: Which ITIL practice recommends performing service reviews to...
- Question 141: What should be considered as part of the 'partners and suppl...
- Question 142: Which dimension considers the application of artificial inte...
- Question 143: Which statement about the steps to fulfill a service request...
- Question 144: Which type of change is MOST LIKELY to be initiated as part ...
- Question 145: What is defined as a cause, or potential cause, of one or mo...
- Question 146: How can a service consumer contnbute to the reduction of nsk...
- 1 commentQuestion 147: What is the MAIN benefit of 'problem management'?...
- Question 148: Which statement about the known error database (KEDB) is COR...
- Question 149: Which is the BEST example of a standard change?...
- 1 commentQuestion 150: Which is part of the 'focus on value' guiding principle?...
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