[Mar 23, 2023] ITIL ITIL-4-Foundation Exam Dumps Files, Q1/145: Which practices is MOST associate with the use of empathy to understand users?

Join the discussion

Question 1/145

Which practices is MOST associate with the use of empathy to understand users?

A. Continual improvement

B. Service level management

C. Change enablement

D. Service desk

Add Comments

Other Question (145q): Q1. Which practices is MOST associate with the use of empathy to understand users?...; Q2. Which ITIL guiding principle recommends using existing services, processes and tools when ...; Q3. Which organization delivers output or outcomes of a service?...; Q4. What is warranty?; Q5. Which are elements of the service value system?...; Q6. Which guiding principle says that services and processes should NOT provide a solution for...; Q7. What is a definition of a service improvement plan (SIP)?...; Q8. What is defined as any component that needs to be managed in order to deliver an IT servic...; Q9. How does categorization of incidents assist the 'incident management' practice?...; Q10. In which TWO situations should the ITIL guiding principles be considered? 1. In every init...; Q11. What varies in size and complexity, and uses functions to achieve its objectives?...; Q12. Identify the missing word in the following sentence. A change is defined as the addition, ...; Q13. Which is an objective of the design coordination process?...; Q14. Which competencies are required by the 'service level management' practice?...; Q15. What term is used to describe the functionality of a service?...; Q16. How should automation be implemented?; Q17. Which TWO types of competence are MOST important 'or service desk staff? 1. Knowledge of b...; Q18. Which is a key consideration for the guiding principle 'keep it simple and practical'?...; Q19. What is included in the purpose of the 'release management' practice?...; Q20. Which statement about metrics is CORRECT?; Q21. Which practice has a purpose that includes ensuring that risks have been properly assessed...; Q22. A service will be unavailable for the next two hours for unplanned maintenance. Which prac...; Q23. Which of the following is the MOST important 'or effective incident management?...; Q24. Which statement about the 'service desk1 practice is CORRECT?...; Q25. Identify the missing word in the following sentence. The use of [?] should support, not re...; Q26. A major incident has been closed, but there is a risk that it might happen again. How shou...; Q27. Which practice identifies metrics that reflect the customer's experience of a service?...; Q28. Which statement about outcomes is CORRECT9; Q29. What is a definition of a service improvement plan (SIP)?...; Q30. Which practice makes use of methods from Lean. Agile and DevOps?...; Q31. Which of the four dimensions include, the knowledge bases needed to deliver and manage ser...; Q32. Which guiding principle considers which parts of an existing process should be kept by ide...; Q33. Which statement about outcome is CORRECT?; Q34. Which practice establishes a channel between the service provider and its users?...; Q35. Which practice requires skills and competencies related to business analysis, supplier man...; Q36. Which practice provides a single point of contact for users?...; Q37. Which does the ITIL service value system discourage?...; Q38. Which two statements about an organization's culture are CORRECT? 1. It is created from sh...; Q39. Which MOST helps an organization adapt ITIL concepts so that they apply to the organizatio...; Q40. Which guiding principle describes the importance of doing something, instead of spending a...; Q41. What does the 'service request management' practice depend on for maximum efficiency?...; Q42. Which skill is an essential part of the 'service level management' practice?...; Q43. What should be done to determine the appropriate metrics for measuring a new service?...; Q44. How should an organization include third-party suppliers in the continual improvement of s...; Q45. Which is an objective of the design coordination process?...; Q46. Which facilitates outcomes that customers want to achieve?...; Q47. Identify the missing word in the following sentence. The purpose of the supplier managemen...; Q48. Which step of the continual improvement model includes baseline assessments?...; Q49. Which is part of service provision?; Q50. Which practice provides support for managing feedback, compliments and complaints from use...; Q51. What is the purpose of the 'incident management' practice?...; Q52. What should remain uonslani within an organization, even when the organization's objective...; Q53. Which is considered by the 'partners and suppliers' dimension?...; Q54. What is defined as a change of state that has significate for the management of an IT serv...; Q55. Which is the addition, modification or removal of anything that could have an effect on se...; Q56. Which is NOT a component of the service value system?...; Q57. Which practice has a purpose that includes maximizing success by ensuring that risks have ...; Q58. Which helps to streamline the fulfilment of service requests?...; Q59. Which practice involves the management of vulnerabilities that were not identified before ...; Q60. What do customer perceptions and business outcomes help to define?...; Q61. Which practice has a strong influence on the user experience and perception of the service...; Q62. What is an incident?; Q63. What should be considered as part of the 'partners and suppliers' dimension?...; Q64. Which dimension of service management includes consideration of the type of relationship r...; Q65. In which situation will incident management USUALLY use a separate process?...; Q66. What should be done first when applying the 'focus on value' guiding principle?...; Q67. Which skill is required by the 'service level management' practice?...; Q68. Which practice requires skills and competencies related to business analysis, supplier man...; Q69. What is an IT asset?; Q70. What is the purpose of the 'relationship management' practice?...; Q71. How can a service consumer contnbute to the reduction of nsk?...; Q72. What takes place in the "Did we get there?" step of the continual service improvement (CSI...; Q73. Which is a risk that might be removed from a service consumer by an IT service?...; Q74. Which practice has a purpose that includes restoring normal service operation as quickly a...; Q75. Which practice would be MOST involved in assessing the risk to services when a supplier mo...; Q76. What is defined as an unplanned interruption or reduction in the quality of a service?...; Q77. Which statement BEST describes the value of service strategy to the business?...; Q78. A major incident has been closed, but there is a risk that it might happen again. How shou...; Q79. Which two practices use workarounds?; Q80. Which is an important principle of communication in service operation?...; Q81. What is described by the service value system?...; Q82. A service will be unavailable for the next two hours for unplanned maintenance. Which prac...; Q83. Which BEST describe the focus of the 'think and work holistically' principle?...; Q84. Which practice would help a user gain access to an application that they need to use?...; Q85. Which will NOT be handled as a service request?...; Q86. Which practice handles all pre-defined user-initiated service actions?...; Q87. Which role approves the cost of services?; Q88. What is an IT asset?; Q89. What happens if a workaround becomes the permanent way of dealing with a problem that cann...; Q90. Which practice ensures that any addition, modification, or removal of anything that could ...; Q91. What is the purpose of problem management?; Q92. Which practice has a purpose to support the quality of the service by handling all agreed ...; Q93. Which statement about the 'continual improvement' practice is CORRECT?...; Q94. Identify the missing word in the following sentence. A user is [?] that uses services....; Q95. Which are the elements of process control?; Q96. In service relationships, what is a benefit of identifying consumer roles?...; Q97. What three elements make up the Service Portfolio?...; Q98. Which practice ensures that accurate and reliable information is available about configura...; Q99. Service transition contains detailed descriptions of which processes?...; Q100. What ensures that a service provider and a service consumer continually co-create value?...; Q101. What can a change schedule be used for?; Q102. Which statement about the 'service request management' practice is CORRECT?...; Q103. Which statement about the 'continual improvement model' is CORRECT?...; Q104. What are the ITIL guiding principles used for?...; Q105. Which practice minimizes the impact on normal service operation by managing resources in r...; Q106. Which is included in the purpose of the 'deliver and support' value chain activity?...; Q107. Which activity is NOT recommended by the start where you are' guiding principle?...; Q108. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?...; Q109. What are the three phases of 'problem management'?...; Q110. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no...; Q111. When should a workaround be created?; Q112. Which is a purpose of the 'relationship management' practice?...; Q113. Which is a use of a change schedule?; Q114. Which guiding principle helps to ensure that each improvement effort has more focus and is...; Q115. What can be described as an operating model for the creating and management of products an...; Q116. What is a set of specialized organizational capabilities for enabling value for customers ...; Q117. What can a service remove from the consumer and impose on the consumer?...; Q118. Which is part of the 'focus on value' guiding principle?...; Q119. Which is one of the five aspects of service design?...; Q120. Which guiding principle recommends assessing the current state and deciding what can be re...; Q121. Which joint activity performed by a service provider and service consumer ensures continua...; Q122. Which is the BEST example of an emergency change?...; Q123. Which is part of the value proposition of a service?...; Q124. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?...; Q125. Which processes are responsible for the regular review of underpinning contracts?...; Q126. For which purpose would the continual improvement practice use a SWOT analysis?...; Q127. Which statement about the 'optimize and automate' guiding principle is CORRECT?...; Q128. What takes place in the "Did we get there?" step of the continual service improvement (CSI...; Q129. Which guiding principle recommends collecting data before deciding what can be re-used?...; Q130. Which is NOT a key focus of the 'information and technology' dimension?...; Q131. Which statement about the 'incident management' practice is CORRECT?...; Q132. Which includes governance, management practices, and continual improvement?...; Q133. How does information about problems and known errors contribute to 'incident management'?...; Q134. Which TWO are important aspects of the 'service request management' practice? 1.Standardiz...; Q135. What is the MAIN benefit of 'problem management'?...; Q136. Which should be handled by 'service request management'?...; Q137. What is important for a 'continual improvement register' (CIR)?...; Q138. Which service transition process provides guidance about converting data into information?...; Q139. Which is included in the purpose of the 'service level management' practice?...; Q140. What is defined as a cause, or potential cause, of one or more incidents?...; Q141. What is the definition of "service management"?...; Q142. Identity the missing word in the following sentence The purpose of the service configurati...; Q143. Which can act as an operating model for an organization?...; Q144. Which guiding principle recommends eliminating activities that do not contribute to the cr...; Q145. How is a continual improvement register used?

Join the discussion

Question 1/145

Add Comments

Download PDF File