ITIL

Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Providesthe rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD ....

Which of the following BEST describes partners'in the phrase people, processes, products and partners"?A . Suppliers, manufacturers and vendorsB . CustomersC . Internal departmentsD . The facilities management functionView AnswerAnswer: A

Which process is responsible for ensuring that appropriate testing takes place?A . Knowledge managementB . Release and deployment managementC . Service asset and configuration managementD . Service level managementView AnswerAnswer: B

Which of the following is the best definition of service management?A . The ability to keep services highly available to meet the business needsB . A set of specialized organizational capabilities for providing value to customers in the form of servicesC . A complete set of all the documentation required...

The BEST description of an incident is:A . An unplanned disruption of service unless there is a backup to that serviceB . An unplanned interruption to service or a reduction in the quality of serviceC . Any disruptionto service whether planned or unplannedD . Any disruption to service that is...

What guidance does ITIL give on the frequency of production of service reporting?A . Service reporting intervals must be defined and agreed with the customersB . Reporting intervals should be set by the service providerC . Reports shouldbe produced weeklyD . Service reporting intervals must be the same for all...

Implementing all standard changesA . All of the aboveB . 1, 2 and 3 onlyC . 2 and 4 onlyD . 3 and 4 onlyView AnswerAnswer: B

Which of the following BEST describes the purpose of access management?A . To provide a channel for users to request and receive standard servicesB . Providesthe rights for users to be able to use a service or group of servicesC . To prevent problems and resulting Incidents from happeningD ....

Which of the following is not a service desk type recognized in the service operation volume of ITIL?A . LocalB . CentralizedC . OutsourcedD . VirtualView AnswerAnswer: C

Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?A . Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedB . Public frameworks are always cheaper to adoptC . Public frameworks are prescriptive and tell you exactly what to doD . Proprietaryknowledge...