ITIL

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C

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 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 ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C

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

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...

Which statement about emergency changes is CORRECT?A . The testing of emergency can be eliminated in order to implement the change quicklyB . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyC . Emergency changes should be authorized and implemented as service requestsD...

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

In Cisco AMP for Endpoints, which API queues to find the list of endpoints in the group "Finance Hosts," which has a GUID of 6c3c2005-4c74-4ba7-8dbb-c4d5b6bafe03?A . https://api.amp.cisco.com/v1/endpoints?group[]=6c3c2005-4c74-4ba7-8dbb­c4d5b6bafe03B . https://api.amp.cisco.com/v1/computers?group_guid[]=6c3c2005-4c74-4ba7-8dbb­c4d5b6bafe03C . https://api.amp.cisco.com/v1/computers?group_guid-6c3c2005-4c74-4ba7-8dbb­c4d5b6bafe03D . https://api.amp.cisco.com/v1/endpoints?group-6c3c2005-4c74-4ba7-8dbb­c4d5b6bafe03View AnswerAnswer: B