PeopleCert ITIL-4-Foundation Quiz 3 Topic 1 Questions 11-15

Question: 1

Which statement about IT service management is CORRECT?

AIt is performed by customers using a mix of IT systems, services and processes

BIt is performed by IT service providers using a mix of suppliers and their products

CIt is performed by the service desk using a mix of people, process and technology

DIt is performed by IT service providers using a mix of people, process and technology

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Question: 2

Which is a recommendation of the guiding principle 'think and work holistically'?

AConduct a review of existing service management practices and decide what to keep and what to discard

BReview how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

CReview service management practices and remove any unnecessary complexity

DUse the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

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Question: 3

Which is a purpose of the 'relationship management' practice?

ATo systematically observe services and service components

BTo protect the information needed by the organization to conduct its business

CTo be the entry point and single point of contact for the service provider with all of its users

DTo identify, analyze, monitor, and continually improve links with stakeholders

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Question: 4

Which is the CORRECT of the 'R' role in a RACI matrix?

AThis role ensures that activities are executed correctly

BThis role has ownership of the end result

CThis role is involved in providing knowledge and input

DThis role ensures the flow of information to stakeholders

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Question: 5

What is the purpose of the 'relationship management' practice?

ATo support the agreed quality of a service handling all agreed, userinitiated service requests

BTo set clear business-based targets for service performance

CTo establish and nurture the links between the organization and its stakeholders

DTo align the organization's practices and services with changing business needs

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Which statement about IT service management is CORRECT?