C846 (C846)

The SVS (service value system) represents how: A) the various components and activities of the organization work together to facilitate value creation through IT-enabled services. B) processes work together to create value in the form of useful products for customers. C) various functions and processes work together to output products that are valuable to customers. D) departments within the IT service provider work together to create value for consumers. Correct Answer: the various compone...

Which of these statements represents an objective of service level management? Correct Answer: Define the level of service clearly and unambiguously. To which of the stakeholders is the delivery of service metrics most important? Correct Answer: The customer Which of the following is the central repository of the IT organization's data, information, and knowledge? Correct Answer: Service Knowledge Management System Only one person may be __________ for an activity. Correct Answer: ...

Which of the following processes is used to involve Identity and Rights as the two major concepts? Correct Answer: Access Management Question 2 :Which of the following are part of a typical business case structure? Correct Answer: Introduction Methods Business impacts Risks and contingencies Recommendations Configuration Management process supports the other Service Management processes by managing the service assets and Configuration Items. Which of the following are the goals of Co...

What are the purposes of error control? Each correct answer represents a complete solution. Choose all that apply. A) To identify faulty components B) To reassess the status of known errors that have not been resolved C) To identify and prioritize infrastructure, services, business processes, and information security events D) To manage known errors Correct Answer: To identify fault components To reassess the status of known errors that have not been resolved To manage known errors W...

Problem management is an important process in the service operation lifecycle stage. How does the process define a problem? Correct Answer: A problem is the unknown, underlying cause of one or more incidents What involves monitoring patterns of business activity? Correct Answer: Capacity management Who "owns" ITIL? Correct Answer: The U.K. government What are three of the best practices in service management? Correct Answer: 1. Proprietary knowledge 2. Industry standards 3. Docume...

Recall Definitions (Two questions on Exam) Service Correct Answer: A means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk. Utility Correct Answer: A functionality offered by a product or service to meet a particular need. Warranty Correct Answer: An assurance that a product or service meets agreed-upon requirements. Customer Correct Answer: The person who defines service requirements and takes responsi...

What is the purpose of the service configuration management practice? A) To ensure that services deliver agreed levels of availability to meet the needs of customers and users B) To ensure that service availability and performance are maintained at an adequate level in case of a disaster C) To set clear business-related targets for service performance so that delivery of a service can be properly assessed, monitored, and managed against the targets D) To ensure that accurate and reliable in...

Complete the sentence by filling in the missing word: IT service management is important for organizations because businesses are ____________IT. Correct Answer: dependent on Who developed ITIL? Correct Answer: The U.K. Government Which service lifecycle stage is considered to be the core of the lifecycle? Correct Answer: Strategy A service that delivers the basic outcomes desired by one or more customers (see enabling and enhancing services). Correct Answer: Core Service Someone...

Output Correct Answer: A tangible or intangible deliverable of an activity. Change Control (Change Enablement) Correct Answer: Maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule. Deployment Management Correct Answer: To move new or changed hardware, software, documentation, processes, or any other component to live environments. Configuration Item Correct Answer: CI - Any...

Strategy life cycle Correct Answer: This is considered the core of the life cycle management process Core Service Correct Answer: A service that produces the basic outcome of the customers desire Customer Correct Answer: Someone who buys good or services Enabling service Correct Answer: A service needed to deliver a core service Enhancing service Correct Answer: A service that is added to the core to make it more attractive IT Service Correct Answer: A service carried out by...