The Start Where You Are Guiding Principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process. There is usually something in the existing service or process that can be reused, saving you time, effort, and resources. Which Guiding Principle is being demonstrated by this approach to curriculum development?
#2
Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the Continual Improvement model is Bridgett currently in?
#3
How does Service Level Management contribute to the Obtain/Build value chain activity?
#4
Company A has just hired three new staff members. The IT department at Company A has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the IT department?
#5
Who is responsible for approving a change within the organization?
#6
Which value chain activity ensures that service components meet agreed specifications?
#7
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
#8
Which is the BEST description of the value of a service to a customer?
#9
Which Guiding Principle is PRIMARILY concerned with end-to-end service delivery?
#10
Which Guiding Principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?
#11
How should an organization adopt Continual Improvement methods?
#12
What does Change Enablement PRIMARILY focus on?
#13
When should a full risk assessment and Authorization be carried out for a standard change?
#14
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the Service Desk for assistance. What term best describes your issue?
#15
What is the step after How do we keep the momentum going in the Continual Improvement model?
#16
What is a normal change?
#17
Which stakeholders co-create value in a service relationship?
#18
What is an emergency change?
#19
Which is an activity of the Problem Management practice?
#20
Your company has decided to install a Service Management tool that provides Incident Management as one of its functions. What is the benefit of using an Incident Management system?