itil2


7

ITIL 2

1 / 40

What is the purpose of problem management?

2 / 40

What can be used to help determine the impact level of a problem?

3 / 40

Why should incidents be prioritized?

4 / 40

hich practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

5 / 40

Which statement about the �four Ps� of service design is CORRECT?

6 / 40

What describes the steps needed to create and deliver a specific service to a consumer?

7 / 40

Which is included in the purpose of the �deliver and support� value chain activity?

8 / 40

Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

9 / 40

What is a problem?

10 / 40

Which practice recommends using tools for collaboration and the automated matching of symptoms?

11 / 40

Which statement about the ‘service desk1 practice is CORRECT?

12 / 40

Which is intended to help an organization adopt and adapt ITIL guidance?

13 / 40

Which is an important principle of communication in service operation?

14 / 40

Which practice identifies metrics that reflect the customer’s experience of a service?

15 / 40

Which approach is CORRECT when applying the guiding principle �keep it simple and practical�?

16 / 40

Which statement about the �continual improvement� practice is CORRECT?

17 / 40

Which statement about metrics is CORRECT?

18 / 40

Which practice is the responsibility of everyone in the organization?

19 / 40

Identify the missing word in the following sentence.
A user is [?] that uses services.

20 / 40

Which value chain activity ensures that service components meet agreed specifications?

21 / 40

What must always be done before an activity is automated?

22 / 40

What is an incident?

23 / 40

What includes governance as a component?

24 / 40

Why should some service requests be fulfilled with no additional approvals?

25 / 40

Which service transition process provides guidance about converting data into information?

26 / 40

Which practice provides support for managing feedback, compliments and complaints from users?

27 / 40

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

28 / 40

Which practice ensures that accurate and reliable information is available about configuration items and the
relationships between them?

29 / 40

Which is handled as a service request?

30 / 40

How do all value chain activities transform inputs to outputs?

31 / 40

What should a release policy include?

32 / 40

What is a change schedule PRIMARILY used for?

33 / 40

Which is the BEST example of an emergency change?

34 / 40

Which value chain activity communicates the current status of all four dimensions of service management?

35 / 40

Which practice makes new services available for use?

36 / 40

What is the purpose of service level management?

37 / 40

Which statement about change management is CORRECT?

38 / 40

Which of the following is an example of workaround?

39 / 40

hich stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

40 / 40

Which statement about known errors and problems is CORRECT?


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