NO.172 Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

NO.173 Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

NO.174 What is defined as a change of state that has significate for the management of an IT service?

NO.175 Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

NO.176 Which BEST describes the purpose of the ‘improve’ value chain activity?

NO.177 Which is an activity of the ‘incident management” practice?

NO.178 Which practice establishes a channel between the service provider and its users?

NO.179 What is a change schedule PRIMARILY used for?

NO.180 Which statement about problems is CORRECT?

NO.181 Which of the following is the MOST important ‘or effective incident management?

NO.182 Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?

NO.183 Which practice owns and manages issues, queries and requests from users?

NO.184 Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?

NO.185 Which guiding principle says that services and processes should NOT provide a solution for every exception?

NO.186 When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?

NO.187 Which describes normal changes?

NO.188 Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

NO.189 What should be done to determine the appropriate metrics for measuring a new service?

NO.190 Which ITIL guiding principle recommends using existing services, processes and tools when improving services?