FREE ITIL Practitioner Questions and Answers


Which of the following is included in the four-dimensional model that ITIL advises using to guarantee the adoption of a holistic approach?

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Which behavior is utilized to pinpoint the KL service desk analysts' weak points?

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Analyzing training needs is an activity that is used to identify areas of weakness for the KL service desk analysts. By analyzing the training needs of the service desk analysts, the organization can identify areas where the analysts may require additional knowledge, skills, or training to improve their performance and address any weaknesses or gaps in their capabilities. This analysis helps in designing targeted training programs or interventions to enhance the skills and competencies of the service desk analysts, ultimately improving their effectiveness in handling customer queries and providing support.

What are the BEST ways to begin practicing problem solving?

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Emails, calls, in-person meetings, and briefings with various stakeholders are all part of a continuing communications strategy. Which of the following best exemplifies the communication principle?

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The ongoing communications plan that includes emails, telephone calls, face-to-face meetings, and briefings with various stakeholders demonstrates the communication principle that "there is no single method of communication." This principle emphasizes that effective communication requires using multiple channels and methods to reach different stakeholders and ensure the message is delivered and understood.

The project manager is writing a business case for the upgrade. ACCORDING TO THIS BUSINESS CASE, the CSI technique will help with the improvement efforts. Which of the following best sums up the goal of a CSI stage in this improvement work?

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The purpose of the Continual Service Improvement (CSI) step in this improvement work is to document process issues that need to be resolved and answer the question, "Where are we now?" CSI is a key component of the ITIL (IT Infrastructure Library) framework, which focuses on improving the quality and effectiveness of IT services within an organization.

Which aspect of service offers is best exemplified by access to mobile networks?

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Access to mobile network is indeed a good example of the component of service offerings known as "access to resources." In the context of service management, access to resources refers to providing customers or service consumers with the necessary means to utilize or access specific resources or capabilities. In this case, the mobile network serves as the resource that enables customers to connect and communicate using their mobile devices. By offering access to the mobile network, service providers are providing customers with the capability to use mobile services such as making calls, sending messages, accessing the internet, and more.

What benefits may organizational change management (OCM) provide to a company?

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Organizational change management (OCM) is most likely to contribute to an organization by facilitating and managing the cultural changes required as a result of adopting new business processes. When organizations undergo significant changes, such as implementing new technologies, restructuring operations, or adopting new strategies, it often requires a shift in the organizational culture.

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