ITIL

Which practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D

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 . assets B . values C . elements D . services View Answer Answer: D

Which describes a standard change?A . A change that needs to be scheduled, assessed and authorized following a defined processB . A change that is typically implemented as a service requestC . A high-risk change that needs very thorough assessmentD . A change that must be implemented as soon as...

When should a full risk assessment and authorization be carried out for a standard change?A . Each time the standard change is implementedB . When the procedure for the standard change is createdC . At least once a yearD . When an emergency change is requestedView 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

Which is part of service provision?A . The management of resources configured to deliver the serviceB . The management of resources needed to consume the serviceC . The grouping of one or more services based on one or more productsD . The joint activities performed to ensure continual value co-creationView...

Which dimension considers how knowledge assets should be protected?A . Organizations and peopleB . Partners and suppliersC . Information and technologyD . Value streams and processesView AnswerAnswer: C

Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].A . Immediate escalationB . Specialist teamsC . A separate processD . Third party supportView AnswerAnswer: C

Which is NOT a component of the service value system?A . The guiding principlesB . GovernanceC . PracticesD . The four dimensions of service managementView AnswerAnswer: D