itil2

7

ITIL 2

1 / 40

What is recommended by the guiding principle �progress iteratively with feedback�?

2 / 40

hich ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

3 / 40

hat happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

4 / 40

How does categorization of incidents assist the 'incident management' practice?

5 / 40

Which guiding principle recommends collecting data before deciding what can be re-used?

6 / 40

hat is a set of specialized organizational capabilities for enabling value for customers in the form of services?

7 / 40

Which is considered by the �partners and suppliers� dimension?

8 / 40

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

9 / 40

Which is a purpose of the 'service level management' practice?

10 / 40

Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.

11 / 40

hich does the ITIL service value system discourage?

12 / 40

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

13 / 40

What is the effect of increased automation on the 'service desk1 practice?

14 / 40

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

15 / 40

Which statement about the known error database (KEDB) is CORRECT?

16 / 40

What is the CORRECT definition of service management?

17 / 40

Which is a purpose of release management?

18 / 40

Which practice forms a link between the service provider and the users of services?

19 / 40

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

20 / 40

hich practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

21 / 40

What takes place in the �Did we get there?� step of the continual service improvement (CSI) approach?

22 / 40

Where should all master copies of controlled software and documentation be stored?

23 / 40

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

24 / 40

Which guiding principle considers the importance of customer loyalty?

25 / 40

An SLA is a service level agreement.
Which describes the �watermelon SLA� effect?

26 / 40

How do all value chain activities transform inputs to outputs?

27 / 40

What should a release policy include?

28 / 40

Which ITIL concept describes governance?

29 / 40

What is required by all service desk staff?

30 / 40

Service transition contains detailed descriptions of which processes?

31 / 40

What is defined as a change of state that has significate for the management of an IT service?

32 / 40

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

33 / 40

What is the reason for using a balanced bundle of service metrics?

34 / 40

What is the purpose of service level management?

35 / 40

Which processes are responsible for the regular review of underpinning contracts?

36 / 40

Which describes the utility of a service?

37 / 40

Which statement about change management is CORRECT?

38 / 40

What MAIN factors are considered to assess the priority of an incident?

39 / 40

Which process is used to compare the value that new services offer with the value of the services they have replaced?

40 / 40

Which two practices use workarounds?

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