ITILFND Part 04-2

Which activity is part of the ‘continual improvement’ practice?
Identifying and logging opportunities
Delivering tactical and operational engagement with customers
Populating and maintaining the asset register
Providing a clear path for users to report issues, queries, and requests
Which competencies are required by the ‘service level management’ practice?
Problem investigation and resolution
Business analysis and commercial management
Incident analysis and prioritization
Balanced scorecard reviews and maturity assessment
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Incident management
Problem management
Continual improvement
Service request management
Which statement about costs is CORRECT?
Costs imposed on the consumer are costs of service utility
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer are costs of service warranty
Costs removed from the consumer are part of service consumption
What is typically needed to assign complex incidents to support groups?
A self-help tool
The incident priority
A change schedule
The incident category
Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
Service level management
Service configuration management
Relationship management
Continual improvement
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
As a change request
As a service request
As an event
As a problem
What should be done to determine the appropriate metrics for measuring a new service?
Measuring the performance over the first six months, and basing a solution on the results
Asking customers to provide numerical targets that meet their needs
Asking customers open questions to establish their requirements
Using operational data to provide detailed service reports
Which dimension includes activities and workflows?
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
What should be used to set user expectations for request fulfillment times?
The time that the customer indicates for service delivery
The consumer demand for the service
The time needed to realistically deliver the service
The service levels of the supplier
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