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ITIL 4 DION Exam Questions and Answers
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ITIL 4 DION Exam Questions and Answers
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ITIL 4 DION Exam Questions andAnswers
Increased automation - Answer-Causes reduced phone calls, less low level work, and a
greater focus on excellent customer experience when Personal contact is needed
Utility - Answer-describes the functionality offered by a service
Monitoring and event management - Answer-The purpose of monitoring and event
management is to systematically observe services and service components, and record
and report selected changes of state
Continual improvement decisions - Answer-Decisions based on accurate carefully
analyzed and understood data.
Value Chain activities transform inputs to outputs - Answer-by using combination of
practices
Engagement Contributes to service level management - Answer-Captures information
that metrics can be based on and supports progress discussions
Starting point of optimization - Answer-Understanding and agree on the context in which
the proposed optimization exists - understanding the vision and objectives of the
organization
Service Value system - Answer-The purpose of [] is to ensure that the organization
continually co creates value with all stakeholders in line with the organization's
objectives
Service request management - Answer-practice that manages feedback, compliments
and complaints from users
Service relationship management - Answer-is joint activities performed by a service
provider and a service consumer to ensure continual value co creation based on agreed
and available service offerings
Managed by service request management - Answer-A standard change are low risk pre
- authorized changes that are well understood and fully documented and can be
implemented without needing additional authorization. They are often initiated as
service requests
Collaborate and promote visibility - Answer-The guiding principle that emphasizes the
need to understand the flow of work in progress, identify bottlenecks an uncover waste
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