Which value chain activity is concerned with the availability of service components?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What is the customer of a service responsible for?
Which practice owns and manages issues, queries and requests from users?
What is warranty?
Which is the purpose of the 'monitoring and event management' practice?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
What are the MOST important skills required by service desk staff?
Which is a purpose of the 'engage' value chain activity?