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QUESTION NO: 1
What is the CORRECT definition of service management?
A. The capability of supplier to deliver services to providers in exchange for money
B. The capability of service providers to minimize their costs without reducing the value of the services
C. A set of specialized organizational capabilities for delivering value to customers in the form of services
D. A set of specialized assets for transitioning services into the live operational environment
Answer: C
QUESTION NO: 2
What can be used to help determine the impact level of a problem?
A. Configuration management system (CMS)
B. Standard operating procedures (SOP)
C. Definitive media library (DML)
D. Statement of requirements (SOR)
Answer: A
QUESTION NO: 3
Which guiding principle helps to ensure that better information is available for decision making?
A. Collaborate and promote visibility
B. Optimize and automate
C. Think and work holistically
D. Keep it simple and practical
Answer: A
QUESTION NO: 4
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. costs
B. value
C. performances
D. users
Answer: C
QUESTION NO: 5
In which two situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4
Answer: A
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Updated: May 28, 2022