ITIL

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?A . Change ControlB . IT asset managementC . Service deskD . Service request managementView AnswerAnswer: D

What is a change schedule used for?A . To help plan emergency changesB . To help authorize standard changesC . To help assign a change authorityD . To help manage normal changesView AnswerAnswer: C

Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].A . assetsB . valuesC . elementsD . servicesView AnswerAnswer: D

What impact does automation have on a service desk?A . Less low level work and a greater ability to focus on user experienceB . Increased phone contact and a reduced ability to focus on user experienceC . Ability to work from multiple locations, geographically dispersedD . Ability to work from...

Which describes normal changes?A . Changes that are low-risk and pre-authorizedB . Changes that need to be scheduled and assessed following a processC . Changes that are typically initiated as service requestsD . Changes that must be implemented as soon as possibleView AnswerAnswer: B

Which statement about the service value chain is CORRECT?A . The service value chain converts value into demandB . Each value chain activity uses different combinations of practices to convert inputs into outputsC . Each value chain activity identifies a requirement for resources from an external supplierD . The service...

Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users.A . Service consumerB . Service providerC . CustomerD . SupplierView AnswerAnswer: B

Which statement about managing incidents is CORRECT?A . Low impact incidents should be resolved efficiently, making logging unnecessaryB . The 'incident management' practice should use a single process regardless of the impact of the incidentC . Low impact incidents should be resolved efficiently so the resource required is reducedD ....

Which skill is an essential part of the 'service level management' practice?A . Technical knowledgeB . ListeningC . DiagnosisD . Problem analysisView AnswerAnswer: B

What is the purpose of the 'relationship management' practice?A . To establish and nurture the links between the organization and its stakeholdersB . To align the organization's practices and services with changing business needsC . To set clear business-based targets for service performanceD . To support the agreed quality of...