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Detail Form
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1.
What is described by the service value system?
2.
What is defined as any component that needs to be managed in order to deliver an IT service?
3.
Which 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 service
4. Normal changes should be handled as service requests
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 service
4. Normal changes should be handled as service requests
4.
What is an IT asset?
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
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
6.
Which guiding principle recommends coordinating all dimensions of service management?
7.
What is the purpose of the 'relationship management' practice?
8.
How should the workflow for a new service request be designed?
9.
Which statement about costs is CORRECT?
10.
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
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