ITIL

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...

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

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 are ’engage’, ‘plan’ and ‘improve’ examples of?A . Service value chain activitiesB . Service level managementC . Service value chain inputsD . Change controlView AnswerAnswer: A

Which is a key requirement for a successful service level agreement?A . It should be written in legal languageB . It should be simply written and easy to understandC . It should be based on the service provider’s view of the serviceD . It should relate to simple operational metricsView...

Which statement about the steps to fulfill a service request is CORRECT?A . They should be complex and detailedB . They should be well-known and provenC . They should include incident handlingD . They should be brief and simpleView AnswerAnswer: B

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 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

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