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What are the MOST important skills required by service desk staff?
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 statement about service desks is CORRECT?
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 full risk assessment and authorization be carried out for a standard change?
When should a full risk assessment and authorization be carried out for a standard change?A . Each time the standard change is implementedB . When the procedure for the standard change is createdC . At least once a yearD . When an emergency change is requestedView AnswerAnswer: B
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].A . assetsB . valuesC . elementsD . servicesView AnswerAnswer: D
It should be based on the objectives of the organization
It should be based on the objectives of the organizationA . 1 and 2B . 2 and 3C . 3 and 4D . 1 and 4View AnswerAnswer: D
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?A . Change controlB . Continual improvementC . Problem managementD . Service deskView AnswerAnswer: C
What is warranty?
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:...
Which service level metrics are BEST for measuring user experience?
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
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
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...
Which is a service request?
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
