ITIL

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:...

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 practice updates information relating to symptoms and business impact?A . Service level managementB . Change controlC . Service request managementD . Incident managementView AnswerAnswer: D

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...

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 is part of service provision?A . The management of resources configured to deliver the serviceB . The management of resources needed to consume the serviceC . The grouping of one or more services based on one or more productsD . The joint activities performed to ensure continual value co-creationView...

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?A . Progress iteratively with feedbackB . Keep is simple and practicalC . Start where you areD . Focus on valueView AnswerAnswer: C

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

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