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Question No.291

What BEST describes an important principle of communication in service operation?

1. It is efficient, effective and economical for all IT services.

2. It has an intended purpose or a resultant action.

3. It focuses on creating a relationship between processes and products.

4. It has responsibility for creating policies.

Correct Answer: A

Question No.292

What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

1. An emergency change

2. An alert

3. An emergency event

4. A request for change

Correct Answer: B

Question No.293

Which service lifecycle stage supports the creation of a portfolio of quantified services?

1. Service strategy

2. Service design

3. Service level management

4. Service operation

Correct Answer: A

Question No.294

Which ITIL process is used to restore normal service operation as quickly as possible?

1. Service level management

2. Incident management

3. Problem management

4. Availability management

Correct Answer: B

Question No.295

Which is the CORRECT list of metrics to support CSI activities?

1. Technology, customer and business

2. Business, service and technology

3. Customer, business and process

4. Process, technology and service

Correct Answer: D

Question No.296

Which tool helps with defining accountability and responsibility within processes?

1. A CSI register

2. A project charter

3. A RACI model

4. A communications plan

Correct Answer: C

Question No.297

Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?

1. Continual service improvement

2. Service operation

3. Service strategy

4. Service design

Correct Answer: A

Question No.298

Which process works with incident management to ensure that security breaches are detected and logged?

1. Change management

2. Service level management

3. Access Management

4. Continual Service improvement

Correct Answer: A

Question No.299

The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

1. Customer assets

2. Customer perceptions

3. Business activity

4. Business vision

Correct Answer: D

Question No.300

Which is a supplier category?

1. Technical

2. Commodity

3. Customer

4. Resource

Correct Answer: D

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