ITIL

Why and how is a user MOST LIKELY to contact the service desk?A . To discuss the cause of an incident via a phone callB . To request access to a resource via a self service portalC . To authorize an emergency change via live chatD . To report a...

Which is recommended as part of the 'progress iteratively with feedback' guiding principle?A . Prohibit changes to plans after they have been finalizedB . Organize work into small manageable unitsC . Reduce the number of steps that produce tangible resultsD . Analyse the whole situation in detail before taking any...

Which is the cause, or potential cause, of one or more incidents?A . A known errorB . A problemC . A changeD . An eventView AnswerAnswer: B

Which value chain activity ensures that ongoing service activity meets user expectations?A . PlanB . Deliver and supportC . EngageD . Obtain/buildView AnswerAnswer: B

What is the value of a service?A . A result for a stakeholder enabled by the outputs of the serviceB . A tangible or intangible deliverable of the serviceC . The amount of money that is created or saved for the service consumers by using the serviceD . The benefits,...

What is the difference between the 'incident management' and 'service desk' practices?A . Incident management resolves complex issues, service desk resolves simpler issuesB . Incident management restores service operation, service desk provides communication with usersC . Incident management manages interruptions to services, service desk monitors achieved service qualityD . Incident...

Which statement about the inputs and outputs of the value chain activities is CORRECT?A . Inputs and outputs are fixed for each value chain activityB . Each value chain activity receives inputs and provides outputsC . Some value chain activities only have inputs, whereas others only have outputsD . The...

How does the 'incident management' practice set user expectations?A . By using collaboration tools to communicate effectivelyB . By agreeing, and communicating target resolution timeC . By assigning resources to ensure that all incidents are resolved as quickly as possibleD . By automated matching of incidents to known errorsView AnswerAnswer:...

Which is the MOST LIKELY way of resolving major incidents?A . A support team following detailed procedures for investigating the incidentB . Users establishing a resolution using self-helpC . A temporary teamworking together to identify a resolutionD . The service desk identifying the cause and a resolutionView AnswerAnswer: C

Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?A . Focus on valueB . Start where you areC . Think and work holisticallyD . Optimize and automateView AnswerAnswer: D