ITIL

When should the effectiveness of a problem workaround be assessed?A . Whenever the workaround is usedB . Whenever the problem is resolvedC . Whenever the workaround becomes a known errorD . Whenever the problem is prioritizedView AnswerAnswer: A

What helps diagnose and resolve a simple incident?A . Rapid escalationB . Formation of a temporary teamC . The use of scriptsD . Problem prioritizationView AnswerAnswer: C

What is defined as a cause, or potential cause, of one or more incidents?A . ChangeB . EventC . Known errorD . ProblemView AnswerAnswer: D

Which describes a set of defined steps for implementing improvements?A . The ‘improve’ value chain activityB . The ‘continual improvement register’C . The ‘continual improvement model’D . The ‘engage’ value chain activityView AnswerAnswer: C

Which statement about a ‘continual improvement register’ is CORRECT?A . It should be managed at the senior level of the organizationB . It should be used to capture user demandC . There should only be one for the whole organizationD . It should be re-prioritized as ideas are documentedView AnswerAnswer:...

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

Which is included in the purpose of the ‘design and transition’ value chain activity?A . Ensuring that service components are available when neededB . Providing transparency and good stakeholder relationshipsC . Supporting services according to specificationsD . Continually meeting stakeholder expectations for costsView AnswerAnswer: D

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?A . An IT assetB . A customerC . A configuration item (CI)D . A userView AnswerAnswer: B

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...

When should a change request be submitted to resolve a problem?A . As soon as a solution for the problem has been identifiedB . As soon as a workaround for the problem has been identifiedC . As soon as the analysis of the frequency and impact of incidents justifies the...