Online Access Free ITIL.ITIL-4-Foundation.v2024-05-14.q169 Practice Test (Page 13)

Which is a purpose of the 'engage' value chain activity?

A.Meeting expectations for quality, costs and time-to-market

B.Providing transparency and good relationships

C.Ensuring that the organization's vision is understood

D.Ensuring the continual improvement of services

What is a definition of a service improvement plan (SIP)?

A.A formal plan to implement improvements to a customer's business processes

B.An input from availability management to service level management, detailing the service design plan

C.A formal plan to implement improvements to a service or process

D.An input from financial management for IT services to service level management, detailing the budget plan

Which is the FIRST thing to consider when focusing on value?

A.Identifying the service customer who will receive value

B.Defining customer experience and user experience

C.Understanding what is valuable to the service consumer

D.Ensuring value is co-created by improvement initiatives.

Which will NOT be handled as a service request?

A.The degradation of a service

B.The replacement of a toner cartridge

C.The provision of a laptop

D.A complaint about a support team

Which is included in the purpose of the 'service level management' practice?

A.To set clear business-based targets for service levels

B.To ensure that suppliers and their performance are managed appropriately

C.To ensure accurate information about the configuration of services is available

D.To maximize the number of successful service and product changes

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