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Which value chain activity is concerned with the availability of service components?

A.

Design and transition

B.

Deliver and support

C.

Plan

D.

Obtain/build

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A.

Problem identification

B.

Problem control

C.

Error control

D.

Problem analysis

What is the customer of a service responsible for?

A.

Authorizing the budget for the service

B.

Provisioning the service

C.

Defining the requirements for the service

D.

Using the service

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

Which is the purpose of the 'monitoring and event management' practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

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

A.

1 and 2

B.

1 and 4

C.

2 and 3

D.

3 and 4

What are the MOST important skills required by service desk staff?

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

Which is a purpose of the 'engage' value chain activity?

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships