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Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
A. Prioritization
B. Categorization
C. Detection
D. Escalation
Answer: B
Explanation:
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NEW QUESTION # 95
Which practice guarantees that users nave a range of access channels to choose from to report problems?
A. Service desk
B. Service level management
C. Incident management
D. Change enablement
Answer: A
Explanation:
The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Service Desk, page 7.
NEW QUESTION # 96
Which guiding principle recommends coordinating all dimensions of service management?
A. Think and work holistically
B. Keep it simple and practical
C. Start where you are
D. Progress iteratively with feedback
Answer: A
NEW QUESTION # 97
Which is a description of service provision?
A. Cooperation between two organizations to ensure that a service delivers value
B. Activities that an organization performs to deliver services
C. A way to help create value by facilitating outcomes that service consumers need
D. A formal description of one or more services, designed to address the needs of a service consumer
Answer: B
Explanation:
The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand refers to need or desire for products and services among internal and external consumers. https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 98
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
NEW QUESTION # 99
......
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