Which of the following is the BEST description of a centralized service desk? A. The desk is co-located within or physically close to the user community it serves B. The desk uses technology and other support tools to give the…
Which of the following would be most useful in helping to implement a workaround as quickly as possible? A. A capacity database B. A definitive media library C. A request for change D. A known error database
Which of the following would NOT be contained in a release policy? A. Naming and numbering conventions B. Entry and exit criteria of the release into testing C. Roles and responsibilities for the release D. The risk register for the…
Which reason describes why ITIL is so successful? A. The five ITIL volumes are concise B. It is not tied to any particular vendor platform C. It tells service providers exactly how to be successful D. It is designed to…
What type of record should you raise when a problem diagnosis is complete and a workaround is available? A. A service object B. An incident C. A change D. A known error
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? A. Service level management B. Problem management C. Change management D. Event management
What are the categories of events described in the ITIL service operation book? A. Informational, scheduled, normal B. Scheduled, unscheduled, emergency C. Informational, warning, exception D. Warning, reactive, proactive
Which of the following processes are performed by the service desk? – 1. Capacity management – 2. Request fulfillment – 3. Demand management – 4. Incident management A. All of the above B. 3 and 4 only C. 2 and…
Remediation planning is BEST described in which of the following ways? A. Planning how to recover the cost of a change B. Planning the steps required to be taken if a change is unsuccessful C. Planning how to compensate a…
Which statement BEST represents the guidance on incident logging? A. Incidents must only be logged if a resolution is not immediately available B. Only incidents reported to the service desk can be logged C. All incidents must be fully logged…