ITIL V4 Foundation - sample questions quiz 02

Point added for a correct answer:
Points for an incorrect answer:
Ignore the questions' coefficients:

	To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
	To maximize the number of successful IT changes by ensuring risks are properly assessed
	To capture demand for incident resolution and service requests
	To set clear business-based targets for service performance

	Conducting a review of existing service management practices and decide what to keep and what to discard
	Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
	Reviewing service management practices and removing any unnecessary complexity
	Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

	To ensure that accurate and reliable information about the configuration of supplier's services is available when and where it is needed
	To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
	To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling and delivery activities
	To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

	The seven guiding principles
	The service value chain
	The four dimensions of service management
	The service value system

	The ability of an IT service or other configuration item to perform its agreed function when required
	Any change of state that has significance for the management of a configuration item or IT service
	Any component that needs to be managed in order to deliver an IT service
	Any valuable component that can contribute to delivery of an IT product or service

	A change that doesn't need risk assessment because it is required to resolve an incident
	A change that doesn't need risk assessment because the procedure has been pre-authorized
	A change that is assessed, authorized and scheduled as part of ‘continual improvement’
	A change that needs to be assessed, authorized, and scheduled by a change authority

	A guiding principle can guide an organization in all circumstances
	An organization will select one of the principles to adopt
	Guiding principles describe the processes that all organizations must adopt
	Each guiding principle mandates specific actions and decisions

	It collects user-specific requirements, sets expectations and provides status updates
	It ensures users continue to be productive when they need assistance from the service provider
	It analyzes data to identify opportunities to provide new service request options
	It acquires pre-approved service components to help fulfil service requests

	Understand how each element contributes to value creation
	Start with a complex solution, then simplify
	Try to create a solution for every exception
	Ignore conflicting objectives of different stakeholders

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