Question 1

An organization is designing a value stream for onboarding users. At which step in value stream mapping should the involvement of the service desk practice be identified?

Options :

A : Reflect on the value stream map

B : Define the purpose of the value stream

C : Create a ‘to be’ value stream map

D : Identify the scope of the value stream analysis

Answer: C

Question 2

A company identifies a gap in how their service desk is processing user queries. Which ITIL practice should they integrate more closely with the service desk to improve this process?

Options :

A : Relationship management

B : Asset management

C : Continual improvement

D : Service configuration management

Answer: A

Question 3

What problem management process or activity is MOST LIKELY to have a dependency on third parties?

Options :

A : Error control

B : Reactive problem identification

C : Creation of problem models

D : Problem prioritization

Answer: A

Question 4

Which of the following is NOT a key metric for assessing PSF "Establishing and maintaining approaches/models that describe the various types of events and monitoring capabilities needed to detect them" in the monitoring and event management practice according to ITIL guidelines?

Options :

A : Adherence of the organization to the monitoring and event management approach

B : Number and impact of event communications ‘noise’

C : Percentage of recommendations of the approach that are not followed

D : Satisfaction of the stakeholders with the monitoring and event management approach

Answer: B

Question 5

Which of the following is a Monitoring and event management practice success factor (PSF)?

Options :

A : Treating service performance and capacity risks

B : Identifying service availability requirements

C : Ensuring that timely, relevant, and sufficient monitoring data is available.

D : Ensuring the effective deployment of services in the context of the organization’s value streams

Answer: C