ITIL

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

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 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 the CORRECT approach for managing a large improvement initiative as smaller iterations?A . Each iteration should be designed before starting the initiative and implemented without feedbackB . Feedback should only be taken into account when one iteration fails to meet its objectiveC . Feedback should be reduced for...

Which is a service request?A . Requesting a workaround for an issueB . Requesting information about how to create a documentC . Requesting an enhancement to an applicationD . Requesting investigation of a degraded serviceView AnswerAnswer: B

Which statement about outcomes is CORRECT?A . Outcomes are one or more services that fulfill the needs of a service consumerB . Service providers help service consumers achieve outcomesC . Outcomes help service consumers achieve outputsD . Helping service consumers achieve outcomes reduces service provider costsView AnswerAnswer: B

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 is warranty?A . Assurance that a product or service will meet agreed requirementsB . The amount of money spent on a specific activity or resourceC . The functionality offered by a product or service to meet a particular needD . The perceived benefits, usefulness and importance of somethingView AnswerAnswer:...

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...

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