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- Question
Incident Management has a value to the business by?
Options- A. Helping to control infrastructure cost of adding new technology
- B. Helping to align people and process for the delivery of service
- C. Contributing to the reduction of impact
- D. Enabling users to resolve Problems
- Correct Answer
- Contributing to the reduction of impact
- 1. Which of the following is Not a Function?
Options- A. Incident Management
- B. Technical Management
- C. Service Desk
- D. Application Management Discuss
- 2. The ITIL V3 core is best described as?
Options- A. An Operations Lifecycle
- B. A Service Lifecycle
- C. An IT Management Lifecycle
- D. An Infrastructure Lifecycle Discuss
- 3. What is the main reason for establishing a baseline?
Options- A. For knowing the cost of services provided
- B. For roles and responsibility to be clear
- C. To standardize operation
- D. For later comparison Discuss
- 4. The BEST definition of an event is?
Options- A. An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
- B. An occurrence that is significant for the management of the IT infrastructure or delivery of services
- C. A known system defect that generates multiple incident reports
- D. A planned meeting of customers and IT staff to announce a new service or improvement program Discuss
- 5. A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?
Options- A. Availability Management
- B. Change Management
- C. Configuration Management
- D. Service Level Management Discuss
- 6. Which entity owns ITIL now? Discuss
- 7. Why should monitoring and measuring be used when trying to improve services?
Options- A. To validate, direct, justify and intervene
- B. To validate, measure, monitor and change
- C. To validate, plan, act and improve
- D. To validate, assign resources, purchase technology and train people Discuss
- 8. The Information Security Policy should be available to which groups of people?
Options- A. Senior business managers and all IT staff
- B. Information Security Management staff only
- C. All customers, users and IT staff
- D. Senior business managers, IT executives and the Security Manager Discuss
- 9. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
Options- A. Capacity Management
- B. Change Management
- C. Configuration Management
- D. Financial Management for IT services Discuss
- 10. Of which ITIL process are Reliability, Serviceability and Maintainability components?
Options- A. Service Level Management
- B. Problem Management
- C. Availability Management
- D. IT Service Continuity Management Discuss
ITIL Certification problems
Search Results
Correct Answer: Incident Management
Correct Answer: A Service Lifecycle
Correct Answer: For later comparison
Correct Answer: An occurrence that is significant for the management of the IT infrastructure or delivery of services
Correct Answer: Change Management
Correct Answer: ITIL (Information Technology Infrastructure Library) is owned by Axelos since, 2013
Correct Answer: To validate, direct, justify and intervene
Correct Answer: All customers, users and IT staff
Correct Answer: Configuration Management
Correct Answer: Availability Management
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