Question 1

Super-users may be appointed by the service provider and enrolled in the service provider’s practices.

What is FALSE about super-users?

Options :

A : May be appointed by the service provider and enrolled in the service provider’s practices

B : They develop their professional expertise and optimize the service provider’s resources used to support user communities

C : It is not easy to establish and maintain an effective group of super-users

D : Can be part only of groups stablished by the customer

Answer: D

Question 2

Realize session:

In the context of a 'cooperative relationship' between a service provider and a customer, which activity is MOST LIKELY to be employed for validating the services provided?

Options :

A : Carrying out ad-hoc joint service reviews that focus on evaluating costs and benefits.

B : Engaging in continual tracking and analysis of the outcomes, costs, and risks associated with the services.

C : Conducting joint service reviews to assess the achievement of service targets collaboratively.

D : Reviewing the costs related to technology upgrades carried out by the service provider.

Answer: C

Question 3

Within an organization, an internal IT division exists. However, a deficiency in trust prevails between the IT department and the various business units. Which practice encompasses a repertoire of methodologies and techniques conducive to enhancing this circumstance?

Options :

A : Service desk

B : Relationship management

C : Business analysis

D : Portfolio management

Answer: B

Question 4

An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

Options :

A : Progress iteratively with feedback

B : Start where you are

C : Optimize and automate

D : Focus on value

Answer: D

Question 5

A customer typically maintains a proficient level of influence over a service provider concerning the attainment of predetermined service levels. However, the evaluation of service value frequently poses challenges.

Which stage of service relationship maturity characterizes this scenario?

Options :

A : Cooperative relationship

B : Basic relationship

C : Managed relationship

D : Partnership

Answer: B

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