Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 7

This role ensures that activities are executed correctly

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

Process metrics can be used to measure end-to-end service performance

Technology metrics can be used to measure component performance and availability

Process metrics can be used to measure the utilization of a supplier’s network

Technology metrics can be used to determine the overall health of a process

Local

Centralized

Outsourced

Virtual

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

A current state assessment that is carried out at the start of an improvement initiative

The identification of all interested parts at the start of an improvement initiative

An improvement initiative that is broken into a number of manageable sections

An assessment of how all the parts of an organization will affect an improvement initiative

Incidents

Problems

Events

Requests

To help plan emergency changes

To help authorize standard changes

To help assign a change authority

To help manage normal changes

An initial baseline assessment

The production of a detailed CSI plan

Verifying that improvement targets have been achieved

Understanding priorities for improvement

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

Incident management

Service request management

Service level management

IT asset management

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

Keep it simple and practical

Optimize and automate

Progress iteratively with feedback

Focus on value

A standard change

An emergency change

An internal change

A normal change

Practices

The service value chain

The service value system

The guiding principles

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics