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What are the types of asset management?
What are the types of asset management?A . IT asset management and software asset managementB . Operational and technical managementC . IT asset management and technical managementD . Operational management and IT asset managementView AnswerAnswer: A
Which practice updates information relating to symptoms and business impact?
Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D
What is typically needed to assign complex incidents to support groups?
What is typically needed to assign complex incidents to support groups?A . The incident priorityB . The incident categoryC . A change scheduleD . A self-help toolView AnswerAnswer: B
What type of change is MOST likely to be managed by the 'service request management' practice?
What type of change is MOST likely to be managed by the 'service request management' practice?A . An emergency changeB . A normal changeC . An application changeD . A standard changeView AnswerAnswer: D
Which describes normal changes?
Which describes normal changes?A . Changes that need to be scheduled and assessed following a processB . Changes that are low-risk and pre-authorizedC . Changes that are typically initiated as service requestsD . Changes that must be implemented as soon as possibleView AnswerAnswer: A
Which is a service request?
Which is a service request?A . Requesting a workaround for an issueB . Requesting information about how to create a documentC . Requesting an enhancement to an applicationD . Requesting investigation of a degraded serviceView AnswerAnswer: B
What is the purpose of the 'relationship management' practice?
What is the purpose of the 'relationship management' practice?A . To support the agreed quality of a service handling all agreed, userinitiated service requestsB . To set clear business-based targets for service performanceC . To establish and nurture the links between the organization and its stakeholdersD . To align the...
What are the ITIL guiding principles used for?
What are the ITIL guiding principles used for?A . To help an organization make good decisionsB . To direct and control an organizationC . To identify activities that an organization must perform in order to deliver a valuable serviceD . To ensure that an organization’s performance continually meets stakeholders’ expectationsView...
Which activity is part of the 'continual improvement' practice?
Which activity is part of the 'continual improvement' practice?A . Populating and maintaining the asset registerB . Providing a clear path for users to report issues, queries, and requestsC . Delivering tactical and operational engagement with customersD . Identifying and logging opportunitiesView AnswerAnswer: D
What is defined as any component that needs to be managed in order to deliver an IT service?
What is defined as any component that needs to be managed in order to deliver an IT service?A . A service requestB . An IT assetC . A configuration item (CI)D . An incidentView AnswerAnswer: C
