Question 1

An organization is encouraging its staff to work from home instead of the office. This has caused changes to how and when users access services. Which aspect of 'managing demand and opportunities' would provide a better understanding of this situation?

Options :

A : Introducing component capacity management

B : Introducing differential charging

C : Building a customer business case

D : Analysing patterns of business activity

Answer: D

Question 2

A service provider is strategizing the integration of a novel desktop service for an incoming clientele. Which task will be undertaken by the customer?

Options :

A : Furnishing permissions for user access to the desktop service platform.

B : Educating users on the precise protocols to access support channels tailored for the desktop service.

C : Equipping service desk personnel with insights into prevalent solutions for resolving typical incidents concerning desktop services.

D : Enacting self-assist technological solutions to facilitate the handling of desktop service inquiries.

Answer: B

Question 3

Continuous deployment is another aspect of the Agile philosophy. There are several methods used for continuous deployment.

What is NOT included in the range of those methods?

Options :

A : Feature flags

B : Scrum

C : Dark launch

D : Canary and A/B release

Answer: B

Question 4

An organization is changing its training approach to shift the focus from product centric to the needs of the users. What of the following ITIL guiding principles is considered in this case?

Options :

A : Progress iteratively with feedback

B : Start where you are

C : Optimize and automate

D : Focus on value

Answer: D

Question 5

Co-create session:

The service provider aims to update a software application installed on the mobile devices of its users, and they want to adopt a technology-generated approach. What is the MOST SUITABLE method for achieving this?

Options :

A : Directing the service desk to contact users when updates are available and guiding them through the update procedure.

B : Implementing a self-service portal, allowing users to request updates from the service desk.

C : Utilizing a push method to automatically check the user-s device for updates whenever it connects.

D : Instructing users to bring their devices to the service desk team at their convenience for updates.

Answer: C

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