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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which TWO statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests

Question 103 - ITILFND-V4 discussion

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What is the purpose of service level management?

A.
To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
Answers
A.
To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
B.
To ensure that all current and planned IT services are delivered to agreed achievable targets.
Answers
B.
To ensure that all current and planned IT services are delivered to agreed achievable targets.
C.
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Answers
C.
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
D.
To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Answers
D.
To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Suggested answer: B
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asked 18/09/2024
Bill Skadden
31 questions
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