Question 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Options :

A : Progress iteratively with feedback

B : Keep it simple and practical

C : Start where you are

D : Focus on value

Answer: C

Question 2

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.

Which is the BEST approach or technique to resolve this situation?

Options :

A : Service integration and management

B : Machine learning

C : Swarming

D : An information model

Answer: C

Question 3

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.

Which is the BEST approach or technique to resolve this situation?

Options :

A : Service integration and management

B : Machine learning

C : Swarming

D : An information model

Answer: C

Question 4

What BEST describes the relationship between planning and risk?

Options :

A : Planning is a high level function, risk management is a tactical activity

B : Planning should always consider risks and how to mitigate them

C :

Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D : Risk management is the exclusive domain of dedicated risk managers

Answer: B

Question 5

Which charging mechanism could cause the price of a service to change depending on the time of day?

Options :

A : Cost

B : Cost plus

C : Market price

D : Differential charging

Answer: D