ITIL

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A . Progress iteratively with feedbackB . Keep is simple and practicalC . Start where you areD . Focus on valueView AnswerAnswer: C

What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A

Which service level metrics are BEST for measuring user experience?A . Single system-based metricsB . Metrics for the percentage of uptime of a serviceC . Operational metricsD . Metrics linked to defined outcomesView AnswerAnswer: D

What is the purpose of the ‘deployment management’ practice?A . To ensure services achieve agreed and expected performanceB . To make new or changed services available for useC . To move new or changed components to live environmentsD . To set clear business-based targets for service performanceView AnswerAnswer: C

What is a recommendation of the ‘focus on value’ guiding principle?A . Make ‘focus on value’ a responsibility of the managementB . Focus on the value of new and significant projects firstC . Focus on value for the service provider firstD . Focus on value at every step of the...

What are ’engage’, ‘plan’ and ‘improve’ examples of?A . Service value chain activitiesB . Service level managementC . Service value chain inputsD . Change controlView AnswerAnswer: A

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

Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...

Which practice coordinates the classification, ownership and communication of service requests and incidents?A . Supplier managementB . Service deskC . Problem managementD . Relationship managementView AnswerAnswer: B

What are the MOST important skills required by service desk staff?A . Incident analysis skillsB . Technical skillsC . Problem resolution skillsD . Supplier management skillsView AnswerAnswer: A