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NEW QUESTION 44
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting an enhancement to an application
- C. Requesting a workaround for an issue
- D. Requesting information about how to create a document
Answer: D
Explanation:
Explanation
NEW QUESTION 45
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem identification, problem control, error control
- C. Problem logging, problem classification, problem resolution
- D. Problem analysis, error identification, incident resolution
Answer: B
NEW QUESTION 46
Which is NOT a sub-process of capacity management?
- A. Component capacity management
- B. People capacity management
- C. Business capacity management
- D. Service capacity management
Answer: B
NEW QUESTION 47
What is a recommendation of the `focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make `focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 48
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Service desk
- B. Change control
- C. Problem management
- D. Continual improvement
Answer: C
NEW QUESTION 49
What do customers NOT have ownership of when receiving value from services?
- A. Specific risks and impacts
- B. Specific costs and outcomes
- C. Specific costs and risks
- D. Specific outcomes and impacts
Answer: A
NEW QUESTION 50
Which is a supplier category?
- A. Technical
- B. Resource
- C. Commodity
- D. Customer
Answer: B
NEW QUESTION 51
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Immediate escalation
- B. A separate process
- C. Third party support
- D. Specialist teams
Answer: B
NEW QUESTION 52
What is typically needed to assign complex incidents to support groups?
- A. The incident category
- B. The incident priority
- C. A change schedule
- D. A self-help tool
Answer: A
Explanation:
Explanation/Reference:
NEW QUESTION 53
What must a service level agreement (SLA) define?
- A. Legally binding contractual responsibilities of just the IT service provider
- B. Legally binding contractual responsibilities or both parties
- C. Key service targets and responsibilities of both the IT service provider and customer
- D. Key service targets and responsibilities of just the IT service provider
Answer: D
NEW QUESTION 54
When should a change request be submitted to resolve a problem?
- A. As soon as the analysis of the frequency and impact of incidents justifies the change
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as a solution for the problem has been identified
Answer: C
NEW QUESTION 55
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting an enhancement to an application
- C. Requesting a workaround for an issue
- D. Requesting information about how to create a document
Answer: D
NEW QUESTION 56
When should a full risk assessment and authorization be carried out for a standard change?
- A. When the procedure for the standard change is created
- B. Each time the standard change is implemented
- C. At least once a year
- D. When an emergency change is requested
Answer: A
NEW QUESTION 57
What is an IT asset?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. A request from a user mat initiates a service action
- C. Any component that needs to be managed in order to deliver a service
- D. The removal of anything that could have a direct or indirect effect on services
Answer: A
NEW QUESTION 58
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Problem management
- B. Relationship management
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 59
Which statement about Service Asset and Configuration Management (SACM) is FALSE?
- A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)
- B. SACM maintains an accurate and complete configuration management system (CMS)
- C. All changes to Cis are authorized by SACM
- D. Configuration baselines and versions are produced by SACM
Answer: D
NEW QUESTION 60
A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?
- A. As a change request
- B. As a service request
- C. As a problem
- D. As an event
Answer: C
NEW QUESTION 61
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 62
Which statement about service desks is CORRECT?
- A. The service desk should rely on self-service portals instead of escalation to support teams
- B. The service desk should work in close collaboration with support and development teams
- C. The service desk should escalate all technical issues to support and development teams
- D. The service desk should remain isolated from technical support teams
Answer: B
NEW QUESTION 63
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. costs
- C. performances
- D. users
Answer: C
NEW QUESTION 64
Which service lifecycle stage provides the following values to the business?
- A. Service strategy
- B. Service operation
- C. Service design
- D. Service transition
Answer: B
NEW QUESTION 65
Which service level metrics are BEST for measuring user experience?
- A. Metrics for the percentage of uptime of a service
- B. Single system-based metrics
- C. Metrics linked to defined outcomes
- D. Operational metrics
Answer: C
NEW QUESTION 66
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Incident management
- C. Change control
- D. Monitoring and event management
Answer: D
NEW QUESTION 67
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
NEW QUESTION 68
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