Podcast
Questions and Answers
What is the correct sequence of activities in the incident management practice?
What is the correct sequence of activities in the incident management practice?
- Problem identification, problem control, error control
- Problem control, error control, problem identification
- Problem identification, error control, problem control (correct)
- Error control, problem control, problem identification
What is the primary purpose of the 'IT asset management' practice?
What is the primary purpose of the 'IT asset management' practice?
- Providing information on how assets are configured and the relationships between them
- Moving assets to live or other environments for testing or staging
- Supporting decision-making about purchase, re-use, retirement, and disposal of assets (correct)
- Making new and changed assets available for use
What is the most likely reason for a user to contact the service desk?
What is the most likely reason for a user to contact the service desk?
- To authorize an emergency change via live chat
- To request access to a resource via a self-service portal
- To report a problem using a mobile app (correct)
- To discuss the cause of an incident via a phone call
What is used to help define and measure performance?
What is used to help define and measure performance?
Which component focuses on the activities needed by an organization to co-create value?
Which component focuses on the activities needed by an organization to co-create value?
Which dimension contributes to service integration and management?
Which dimension contributes to service integration and management?
When should measured data be used in the IT service lifecycle?
When should measured data be used in the IT service lifecycle?
Which ITIL practice is responsible for ensuring services continue to meet organizational needs?
Which ITIL practice is responsible for ensuring services continue to meet organizational needs?
What should be considered when assessing the 'partners and suppliers' dimension?
What should be considered when assessing the 'partners and suppliers' dimension?
Which practice makes new services available for use?
Which practice makes new services available for use?
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Which guiding principle considers the importance of customer loyalty?
Which guiding principle considers the importance of customer loyalty?
What is the primary objective of the problem management practice?
What is the primary objective of the problem management practice?
What is a key requirement for a successful service level agreement?
What is a key requirement for a successful service level agreement?
What is an example of a service request?
What is an example of a service request?
Which dimension focuses on managing data in compliance with industry regulations?
Which dimension focuses on managing data in compliance with industry regulations?
What information should be produced by an organization using the ITIL continual improvement model?
What information should be produced by an organization using the ITIL continual improvement model?
What is the primary goal of incident management?
What is the primary goal of incident management?
