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NEW QUESTION 22
Which is a key element of the 'think and work holistically' guiding principle?

A. Using technology for standard tasks to give people time for complex activitiesB. Understanding the methods applicable to complex systemsC. Eliminating metrics which do not contribute to achieving an objectiveD. Assessing which procedures can be re-used when improving a service

Answer: B

Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/

 

NEW QUESTION 23
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A. Change managementB. Service request managementC. Service level managementD. Incident management

Answer: D

Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/

 

NEW QUESTION 24
Which practice has a strong influence on the user experience and perception of the service provider?

A. Service level managementB. Change enablementC. Service deskD. Supplier management

Answer: C

 

NEW QUESTION 25
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