ITIL Stakeholder Engagement and Value Realization 3

Question 1

ITIL Practitioner recommends using a 'stakeholder map' primarily to:

Accepted Answer

Visualize the influence and interest levels of all parties involved

Answer

Track IT asset ownership

Answer

Document service level agreements

Answer

Plan network topology changes

Question 2

Which of the following BEST describes 'utility' in the context of ITIL Practitioner service value?

Accepted Answer

What the service does — its functionality and fit for purpose

Answer

How reliable and available the service is

Answer

The cost of delivering the service

Answer

The number of users of the service

Question 3

According to ITIL Practitioner, 'warranty' of a service means it is:

Accepted Answer

Available, reliable, secure, and capable enough to meet requirements

Answer

Priced affordably for end users

Answer

Compliant with ISO 20000

Answer

Documented in the service catalog

Question 4

When communicating progress on an ITSM improvement initiative, ITIL Practitioner advises that messages should be:

Accepted Answer

Tailored to the audience's needs and level of understanding

Answer

Technical and detailed for all stakeholders

Answer

Sent only after full completion of the initiative

Answer

Limited to written reports

Question 5

In ITIL Practitioner, which of the following is the BEST indicator that an improvement initiative has delivered value?

Accepted Answer

Stakeholders confirm that desired outcomes have been achieved

Answer

The project was delivered on time and on budget

Answer

All technical tasks were completed

Answer

The service catalog was updated

Question 6

ITIL Practitioner emphasizes that improvement should be 'iterative.' This means practitioners should:

Accepted Answer

Break work into smaller increments, gathering feedback at each step

Answer

Complete all planning before any execution begins

Answer

Avoid changing course once a plan is approved

Answer

Run one large improvement project per year