ITIL 2
1 / 40
What is the purpose of problem management?
Olmadi bebek!
Opuldunuz!
2 / 40
What can be used to help determine the impact level of a problem?
Cok basit bi soru bu ya!
Minnak im benim!
3 / 40
Why should incidents be prioritized?
Yav he he!
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?
Bu dami olmadi!
Balimsin!
5 / 40
Which statement about the �four Ps� of service design is CORRECT?
Iste bu askim!
6 / 40
What describes the steps needed to create and deliver a specific service to a consumer?
Bu sefer guldurmedi!
Len bunu da bildin bak!
7 / 40
Which is included in the purpose of the �deliver and support� value chain activity?
Askimsin!
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.
Seviyom seni!
9 / 40
What is a problem?
Sana dedim yaparsin diye!
10 / 40
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Iste bu bebek!
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?
Opuldun ama olmadi!
Canimsin!
14 / 40
Which practice identifies metrics that reflect the customer’s experience of a service?
Aferim!
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?
Bi daha dene!
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?
Bravo!!
22 / 40
What is an incident?
Yapican yapican!
23 / 40
What includes governance as a component?
24 / 40
Why should some service requests be fulfilled with no additional approvals?
Nazar olsun!
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?
Seviyom kiz seni!
29 / 40
Which is handled as a service request?
Bi tamen benim!
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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