Which of the following is the BEST reason for categorizing incidents?
Which of the following is the BEST reason for categorizing incidents?
Is this a valid approach?
A known error has been created after diagnosis of a problem was complete but before a workaround
has been found. Is this a valid approach?
Which of the following provide value to the business from service strategy?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make
their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
3. Support the creation of a portfolio of quantified services
Which of the following would be examined by a major problem review?
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
Which one of the following is the BEST description of a relationship in service asset and configuration manage
Which one of the following is the BEST description of a relationship in service asset and
configuration management?
Which of the following are sources of best practice?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which of these should a change model include?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
Which one of the following is NOT an objective of problem management?
Which one of the following is NOT an objective of problem management?
Which of the following statements about service asset and configuration management is/are CORRECT?
Which of the following statements about service asset and configuration management is/are
CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
Which of the following are types of service defined in ITIL?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer