Question 1

The ITIL SVS can be applied to an organization as a whole, or to one or more of its departments. When the SVS is applied to a department, it should be understood that the governance component comes from the parent organization. Governing bodies do not function in a vacuum. They must consider external factors, such as regulations and legislation.

What is TRUE about legislation known as Sarbanes–Oxley?

Options :

A : Applies to private companies in the United States

B : The need to comply with Sarbanes–Oxley influences governing bodies and the direction they give to shareholders

C : Ensure public companies issue informative and accurate financial statements

D : Is a private company that helps public companies to ensure compliance and legal duties

Answer: C

Question 2

In an organization, a service desk team employs experienced staff who have worked there for many years and have good relationships with support teams. The organization has a good improvement culture, and staff are encouraged to use their experience and identify improvements. They are developing a new policy for handling incidents. Which is the BEST approach for this new policy?

Options :

A : Ensure that any identified exceptions are excluded from the policy to improve clarity

B : Ensure that all teams involved in incident resolution collaborate in the development of the policy

C : Implement the policy for service desk staff before informing other affected support teams

D : Engage with stakeholders to ensure that as much detail as possible is included in the policy

Answer: B

Question 3

Measurement and reporting provide a means of objective quantification, so that everyone has the same information from which to make decisions.

Coordinated progression relies on a shared understanding of three aspects, EXCEPT:

Options :

A : Historical performance

B : Future desired state

C : Current state performance

D : Degree of achieved improvement from a previous state.

Answer: B

Question 4

To streamline the value stream for modifying critical services and minimize rework caused by unclear requirements, which improvement strategy should be prioritized?

Options :

A : Promote cross-functional collaboration to enhance information accessibility

B : Evaluate the necessity of control points and automate them when feasible

C : Develop efficient communication channels for partner onboarding

D : Empower individuals with the ability to expedite task approvals at control points

Answer: A

Question 5

In any successful relationship, good timing is essential. Communication must be proportionate, relevant, and appropriate at the time.

Service providers can make a variety of mistakes when communicating. What is NOT one of these mistakes?

Options :

A : Sending updates about service after it has been agreed with users/customers

B : Failing to respond to heightened activity and priority during key business periods

C : Reporting great performance statistics when a major incident is occurring

D : Issuing satisfaction surveys before incidents are closed

Answer: A