ITIL

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

When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?A . An organization should always use a single technique to ensure metrics are consistentB . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysisC . An organization should always develop...

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 expected outcome from using a service value chain?A . Service value streamsB . Customer engagementC . Value realizationD . The application of practicesView AnswerAnswer: C

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

It should be based on the objectives of the organizationA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: D

How does information about problems and known errors contribute to 'incident management'?A . It enables quick and efficient diagnosis of incidentsB . It removes the need for regular customer updatesC . It removes the need for collaboration during incident resolutionD . It enables the reassessment of known errorsView 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

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 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