A. Measuring the performance over the first six months, and basing a solution on the resultsB. Asking customers to provide numerical targets that meet their needsC. Using operational data to provide detailed service reportsD. Asking customers open questions to establish their requirementsAnswer:C
NEW QUESTION 10What are the ITIL guiding principles used for?A
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NEW QUESTION 10Which practice has a purpose that includes restoring normal service operation as quickly as possible?B
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NEW QUESTION 13When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?C
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NEW QUESTION 16How does information about problems and known errors contribute to 'incident management'?A. It enables the reassessment of known errosB. It enables quick and efficient diagnosis of incidentsC. It removes the need for collaboration during incident resolutionD. It removes the need for regular customer updatesAnswer:B
NEW QUESTION 19What is an event?A. The addition, modification, or removal of anything that could have a direct or indirect effect on servicesB. Any change of state that has significance for the management of a service or other configuration itemC. Cause of one or more incidentsD. An unplanned interruption to a service or reduction in the quality of a serviceAnswer:BNEW QUESTION 23Which TWO statements about the 'service request management' practice are CORRECT?* 1. Service requests are part of normal service delivery* 2. Complaints can be handled as service requests* 3. Service requests result from a failure in serviceThe Leader of IT Certificationvisit -
