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NEW QUESTION 49
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

• A. Incident management
• B. Change management
• C. Service level management
• D. Service request management

Answer: A

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 50
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• A. Continual improvement
• B. Problem management
• C. Incident management
• D. Service request management

Answer: A

NEW QUESTION 51
Which BEST describes the purpose of the 'improve' value chain activity?

• A. To make new and improved services and features available for use
• B. To organize a major improvement initiative into several smaller initiatives
• C. To ensure a shared understanding of the vision and improvement direction for all products and services
• D. To continually improve all products and services across all value chain activities

Answer: D

Explanation:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
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NEW QUESTION 52
How does categorization of incidents assist the 'incident management' practice?

• A. It ensures that incidents are resolved in timescales agreed with the customer
• B. It helps direct the incident to the correct support area
• C. It determines how the service provider is perceived
• D. It determines the priority assigned to the incident

Answer: B

NEW QUESTION 53
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