ITIL4 at Universität Bonn | Flashcards & Summaries

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Lernmaterialien für ITIL4 an der Universität Bonn

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TESTE DEIN WISSEN
Which statement about the value chain activities is correct?
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TESTE DEIN WISSEN
Every practice belongs to a specific value chain activity 
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TESTE DEIN WISSEN
Which competencies are required by the service level management practice?
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TESTE DEIN WISSEN
Problem investigation and resolution 
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TESTE DEIN WISSEN
Which is a purpose of the service desk practice?
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TESTE DEIN WISSEN
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents 
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TESTE DEIN WISSEN
What is the reason for using a balanced bundle of service metrics?
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TESTE DEIN WISSEN
It reduces the number of metrics that need to be collected 
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TESTE DEIN WISSEN
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
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TESTE DEIN WISSEN
Focus on value guiding principle 
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TESTE DEIN WISSEN
Which statement about cost is correct?
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TESTE DEIN WISSEN
Cost imposed on the consumer are cost of service utility 
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TESTE DEIN WISSEN
Which practice uses techniques such as SWOT analysis, balanced scorecards, and maturity assessments?
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TESTE DEIN WISSEN
Incident management 
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TESTE DEIN WISSEN
What is typically needed to assign complex incidents to support groups?
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TESTE DEIN WISSEN
A self-help tool
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TESTE DEIN WISSEN
What are engage, plan, and improve examples of?
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TESTE DEIN WISSEN
Service value chain activities.
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TESTE DEIN WISSEN
How should the workflow for a new service request be designed?
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TESTE DEIN WISSEN
Use a single workflow for all types of service requests 
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TESTE DEIN WISSEN
Which stakeholders co-create value in a service relationship?
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TESTE DEIN WISSEN
Investor and supplier
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TESTE DEIN WISSEN
Which activity is part of the continual improvement practice?
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TESTE DEIN WISSEN
Identifying and logging opportunities 
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Q:
Which statement about the value chain activities is correct?
A:
Every practice belongs to a specific value chain activity 
Q:
Which competencies are required by the service level management practice?
A:
Problem investigation and resolution 
Q:
Which is a purpose of the service desk practice?
A:
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents 
Q:
What is the reason for using a balanced bundle of service metrics?
A:
It reduces the number of metrics that need to be collected 
Q:
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
A:
Focus on value guiding principle 
Mehr Karteikarten anzeigen
Q:
Which statement about cost is correct?
A:
Cost imposed on the consumer are cost of service utility 
Q:
Which practice uses techniques such as SWOT analysis, balanced scorecards, and maturity assessments?
A:
Incident management 
Q:
What is typically needed to assign complex incidents to support groups?
A:
A self-help tool
Q:
What are engage, plan, and improve examples of?
A:
Service value chain activities.
Q:
How should the workflow for a new service request be designed?
A:
Use a single workflow for all types of service requests 
Q:
Which stakeholders co-create value in a service relationship?
A:
Investor and supplier
Q:
Which activity is part of the continual improvement practice?
A:
Identifying and logging opportunities 
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