ITIL exam

Availability management is directly responsible for the availability of which of the following?A . IT services and componentsB . IT services and business processesC . Components and business processesD . IT services, components and business processesView AnswerAnswer: A

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 ....

Performing all activities involved in a processA . 2, 3 and 4 onlyB . All of the aboveC . 1, 2 and 3 onlyD . 1, 2 and 4 onlyView AnswerAnswer: C

Which one of the following functions would be responsible for the management of a data centre?A . Technical managementB . Service deskC . Application managementD . Facilities managementView AnswerAnswer: D

Which one of the following is the CORRECT set of steps for thecontinual service improvement approach?A . Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB . Where do we want to be?; How do we get there?; How do we check we arrived?; How...

Chronological order of steps to resolve the incidentA . 1 onlyB . 2 onlyC . Both of the aboveD . Neither of the aboveView AnswerAnswer: B

Some standard changes will be triggered by the request fulfilment processA . 1 onlyB . 2 and 3 onlyC . 1, 2 and 4 onlyD . All of the aboveView AnswerAnswer: D

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...