Online Access Free ITIL Exam Questions

Which is part of the 'focus on value' guiding principle?

• A.Reducing the number of steps in the customer experience
• B.Understanding what services help the service consumer
• C.Assessing services to identify parts that can be reused
• D.Identifying activities that can be achieved in smaller iterations

Which statement about managing incidents is CORRECT?

• A.The 'incident management' practice should use a single process regardless of the impact of the incident
• B.Low impact incidents should be resolved efficiently so the resource required is reduced
• C.Low impact incidents should be resolved efficiently, making logging unnecessary
• D.Incidents with the lowest impact should be resolved first

Which practice's purpose includes creating closer more collaborative relationships?

• A.Service configuration management
• B.Information security management
• C.Release management
• D.Supplier management

Which dimension considers the application of artificial intelligence to service management?

• A.Information and technology
• B.Organizations and people
• C.Value streams and processes
• D.Partners and suppliers

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

• A.Suppliers
• B.Relationship managers
• C.Developers
• D.Customers