ITIL

Which one of the following statements about incident reporting and logging is CORRECT?A . Incidents can only be reported by usersB . Incidents can be reported by anyone who detects a disruption or potential disruption to normal serviceC . All calls to the service desk must be logged as incidentsD...

Which process includes business, service and componentsub-processes?A . Capacity managementB . Incident managementC . Service level managementD . Financial managementView AnswerAnswer: A

Which one of the followingprovides the CORRECT list of processes within the service operation stage of the service lifecycle?A . Event management, incident management, problem management, request fulfilment, and access managementB . Event management, incident management, changemanagement, and access managementC . Incident management, problem management, service desk, request fulfilment, and...

Which one of the following activities is NOT part of the Deming Cycle?A . ActB . PlanC . DoD . Co-ordinateView AnswerAnswer: D

Which of the following is the correct definition of an outcome?A . The results specific to the clauses in a service level agreement (SLA)B . The result of carrying out an activity, following a process or delivering an IT serviceC . All the accumulated knowledge of the service providerD ....

Which process will regularly anal0yse incident data to identify discernibletrends?A . Service level managementB . Problem managementC . C0hange managementD . Event managementView AnswerAnswer: B

Which of the following is an enabler of best practice?A . StandardsB . TechnologyC . Academic researchD . Internal experienceView AnswerAnswer: B

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?A . Implementing service andprocess improvementsB . Reviewing measurements and metricsC . Creating a baselineD . Defining measurable targetsView AnswerAnswer: D

Which one of the following is an objective of release and deployment management?A . To standardize methods and procedures used for efficient and prompt handling of all changesB . To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)C . To...

Which one of the following is the purpose of service level management?A . To carry out the service operations activities needed to support current IT servicesB . To ensure that sufficient capacity is provided to deliver the agreed performance of servicesC . To create and populate a service catalogueD ....