itil2


7

ITIL 2

1 / 40

What is the purpose of problem management?

2 / 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?

3 / 40

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

4 / 40

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

5 / 40

What is a service?

6 / 40

What is the PRIMARY use of a change schedule?

7 / 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.

8 / 40

What is a problem?

9 / 40

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

10 / 40

hich are elements of the service value system?

11 / 40

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

12 / 40

What is important for a �continual improvement register� (CIR)?

13 / 40

Which gives a user access to a system?

14 / 40

Which is a key activity carried out in the �did we get there?� step of the �continual improvement� model?

15 / 40

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

16 / 40

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

17 / 40

What is the CORRECT definition of service management?

18 / 40

What three elements make up the Service Portfolio?

19 / 40

Which is a purpose of release management?

20 / 40

Which service management dimension is focused on activities and how these are coordinated?

21 / 40

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

22 / 40

What must always be done before an activity is automated?

23 / 40

hich guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

24 / 40

What can a service remove from the consumer and impose on the consumer?

25 / 40

What includes governance as a component?

26 / 40

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

27 / 40

What is a change schedule used for?

28 / 40

What do customer perceptions and business outcomes help to define?

29 / 40

How do all value chain activities transform inputs to outputs?

30 / 40

What is required by all service desk staff?

31 / 40

Which is a purpose of the �service desk� practice?

32 / 40

Which is the correct combination of items that makes up an IT service?

33 / 40

Which practice makes new services available for use?

34 / 40

What is the purpose of service level management?

35 / 40

Which describes the utility of a service?

36 / 40

Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

37 / 40

Which statement about change management is CORRECT?

38 / 40

Which term describes the functionality offered by a service?

39 / 40

hich value chain activity ensures the availability of service components?

40 / 40

Which two practices use workarounds?


Leave a Reply

Your email address will not be published. Required fields are marked *