ITIL

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?A . Information security managementB . Monitoring and event managementC . Incident managementD . Change controlView AnswerAnswer: B

Which practice has a purpose that includes ensuring that risks have been properly assessed?A . Service configuration managementB . Problem managementC . Service level managementD . Change controlView AnswerAnswer: D

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

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

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

Which statement about outcomes is CORRECT?A . An outcome can be enabled by more than one outputB . Outcomes are how the service performsC . An output can be enabled by one or more outcomesD . An outcome is a tangible or intangible activityView AnswerAnswer: A

Which statement about service desks is CORRECT?A . The service desk should work in close collaboration with support and development teamsB . The service desk should rely on self-service portals instead of escalation to support teamsC . The service desk should remain isolated from technical support teamsD . The service...

How does a service consumer contribute to the reduction of disk?A . By paying for the serviceB . By managing server hardwareC . By communicating constraintsD . By managing staff availabilityView AnswerAnswer: C