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NEW QUESTION # 71
Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles
Answer: D
NEW QUESTION # 72
What does the 'service request management' practice depend on for maximum efficiency?
Answer: D
NEW QUESTION # 73
Access Management is closely related to which other processes?
Answer: C
NEW QUESTION # 74
For which purpose would the continual improvement practice use a SWOT analysis?
Answer: C
Explanation:
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 75
Which of the following is an example of incident?
Answer: B
NEW QUESTION # 76
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