QA 61-65

Question 1

Which dimension includes a workflow management system?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer 1

D. Value streams and processes

Question 2

Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. information
B. costs
C. utility
D. warranty

Answer 2

B. costs

Question 3

Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service
C. Trend analysis shows a large number of similar incidents
D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 3

C. Trend analysis shows a large number of similar incidents

Question 4

In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer 4

A. 1 and 2

1. In every initiative
2. In relationships with all stakeholders

Question 5

Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical

Answer 5

C. Think and work holistically