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

Which stakeholders co-create value in a service relationship?A . Investor and supplierB . Consumer and providerC . Provider and supplierD . Investor and consumerView AnswerAnswer: B

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 guiding principle recommends eliminating activities that do not contribute to the creation of value?A . Start where you areB . Collaborate and promote visibilityC . Keep it simple and practicalD . Optimize and automateView AnswerAnswer: C

Which guiding principle recommends standardizing and streamlining manual tasks?A . Optimize and automateB . Collaborate and promote visibilityC . Focus on valueD . Think and work holisticallyView AnswerAnswer: A

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.A . costsB . usersC . valueD . performancesView AnswerAnswer: D

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...

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

How does information about problems and known errors contribute to 'incident management'?A . It enables quick and efficient diagnosis of incidentsB . It removes the need for regular customer updatesC . It removes the need for collaboration during incident resolutionD . It enables the reassessment of known errorsView AnswerAnswer: A

Which practice owns and manages issues, queries and requests from users?A . Incident managementB . Service deskC . Change controlD . Problem managementView AnswerAnswer: B