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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 439 - ITILFND-V4 discussion

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What is the definition of "service management"?

A.
A result for a stakeholder enabled by one or more outputs
Answers
A.
A result for a stakeholder enabled by one or more outputs
B.
A formal description of one or more services, designed to address the needs of a target consumer group
Answers
B.
A formal description of one or more services, designed to address the needs of a target consumer group
C.
Join activities performed by a service provider and a service consumer to ensure continual value co-creation
Answers
C.
Join activities performed by a service provider and a service consumer to ensure continual value co-creation
D.
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answers
D.
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Suggested answer: D

Explanation:

Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.

https://www.bmc.com/blogs/itil-key-concepts-servicemanagement/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.

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asked 18/09/2024
Rodolfo Ponce
38 questions
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