Question 6 of 34

Which TWO characteristics of service request fulfilment procedures should be present in order to make a strong case to automate the procedures?

  1. The procedures are complex
  2. The procedures are routine
  3. The procedures have limited variations
  4. The procedures are tailored to specific user groups
Answer

Suggested Answer

The suggested answer is B.

Question 7 of 34

Which software tools help to control that all steps of the service request model are completed successfully?

Answer

Suggested Answer

The suggested answer is B.

Question 8 of 34

What is a key output of the ‘service request review and optimization’ process?

Answer

Suggested Answer

The suggested answer is C.

Question 9 of 34

What is a key output of the service request fulfilment control process?

Answer

Suggested Answer

The suggested answer is B.

Question 10 of 34

If the performance of an organization’s service request management practice is continually measured and assessed, what is the HIGHEST applicable capability level of the ITIL maturity model?

Answer

Suggested Answer

The suggested answer is D.