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 of these statements about resources and capabilities is CORRECT?A . Resources are types of service asset and capabilities are notB . Resourcesand capabilities are both types of service assetC . Capabilities are types of service asset and resources are notD . Neither capabilities nor resources are types of service...

Which of the following is NOT an objective of Continual Service Improvement?A . Review and analyze Service Level Achievement resultsB . Identifyactivities to improve the efficiency of service management processesC . Improve the cost effectiveness of IT services without sacrificing customer satisfactionD . Conduct activities to deliver and manage services...

After a workaround has been foundA . 2 onlyB . 1 onlyC . Neither of theaboveD . Both of the aboveView AnswerAnswer: D

Which function or process would provide staff to monitor events in an operations bridge?A . Technical managementB . IT operations managementC . Request fulfillmentD . Applications managementView AnswerAnswer: B

Choosing which CIs to record will depend on the level of control an organization wishes to exert.A . 1 onlyB . 2 onlyC . Both of the aboveD . Neither of the aboveView AnswerAnswer: C

Which of the following is NOT an objective of Continual Service Improvement?A . Review and analyze Service Level Achievement resultsB . Identifyactivities to improve the efficiency of service management processesC . Improve the cost effectiveness of IT services without sacrificing customer satisfactionD . Conduct activities to deliver and manage services...

A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?A . Be accountable for the outcome of an activityB . Perform an activityC . Be kept up-to-date onthe progress of an activityD . Manage an activityView AnswerAnswer:...

Which statement about the emergencychange advisory board (ECAB) is CORRECT?A . The ECAB considers every high priority request for change (RFC)B . Amongst the duties of the ECAB is the review of completed emergency changesC . The ECAB will be used for emergency changes where there may notbe time to...

?A . What is the return on investment (ROI)?B . How much did it cost?C . How do we keep the momentum going?D . What is the value on investment (VOI)?View AnswerAnswer: C