ITIL exam

Which process is responsible for dealing with complaints, comments, and general enquiries from users?A . Service level managementB . Service portfolio managementC . Request fulfilmentD . Demand managementView AnswerAnswer: C

What do customer perceptions and business outcomes help to define?A . The value of a serviceB . GovernanceC . Total cost of ownership (TCO)D . Key performance indicators (KPIs)View AnswerAnswer: A

Which one of the following can help determine the level of impact of a problem?A . Definitive media library (DML)B . Configuration management system (CMS)C . Statement of requirements (SOR)D . Standard operating procedures (SOP)View AnswerAnswer: B

Which one of the following contains information that is passed to service transitionto enable the implementation of a new service?A . A service optionB . A service transition package (STP)C . A service design package (SDP)D . A service charterView AnswerAnswer: C

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

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

Hierarchic escalation is BEST described as?A . Notifying more senior levels of management about an incidentB . Passing an incident to people with a greater level of technical skillC . Using moresenior specialists than necessary to resolve an Incident to maintain customer satisfactionD . Failing to meet the incident resolution...

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

To minimize adverse impacts on business operationsA . 1 and 2 onlyB . 2 and 3 onlyC . 1 and 3 onlyD . All of the aboveView AnswerAnswer: B

What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C