- (Exam Topic 3)
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Correct Answer:
D
- (Exam Topic 2)
What is important for a ‘continual improvement register’ (CIR)?
Correct Answer:
A
- (Exam Topic 4)
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Correct Answer:
B
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams Suppliers collaborating with the organization Relationship managers collaborating with service consumers Customers collaborating with each other Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/
- (Exam Topic 2)
Which statement about known errors and problems is CORRECT?
Correct Answer:
A
- (Exam Topic 3)
Which is an activity of ‘problem identification’?
Correct Answer:
A