ITIL-Service Operation

The ability for Service Operation to perform effective operational monitoring and control depends on data and information from which of the following processes?

• Incident Management
• Request Fulfilment
• Event Management
• Access Management

Which of the following statements regarding a Known Error are correct?
1. A Known Error should be raised when the diagnosis of a problem is complete and there is a workaround available
2. A Known Error can be raised as soon as it becomes useful to do so

• 1 Only
• 2 Only
• Both of the above
• Neither of the above

“A warning that a threshold has been reached, something has changed, or a failure has occurred” describes which of the following?

• An Incident
• An Alert
• A Warning
• A Change

Which of the following is NOT a concept within the Access Management process?

• Identity
• Rights
• Access
• Possession

During the early stages of the Incident process the priority of the Incident is determined.
Which of the following statements regarding the initial priority is/are correct?
1. The initial priority of an Incident should not be changed once it has been assigned
2. The initial priority can be raised if a senior manager is adamant that it needs to be changed
3. If it appears that the Incident will not be resolved within the SLA target then the initial priority can be changed

• 1 Only
• 2 & 3 Only
• 3 Only
• None of the above

In which of the following would the details of a workaround be documented?

• In a change proposal
• In the Technical Service Catalogue
• In a Problem record
• In an Event register

Which process would normally be used to efficiently handle low-risk, frequently occurring, low-cost small changes?

• Incident Management
• Request Fulfilment
• Demand Management
• Access Management

Which of the following is most significant in determining the priority of an Incident?

• The impact on the business and how quickly the business needs a resolution
• The seniority of the person logging the Incident
• The ease and speed of implementing the fix
• The ability of the Service Desk to rectify the Incident without referral to specialist support groups

An effective Request Fulfilment process can contribute to a reduction in workload for which two ITIL processes?

• Change Management and Release & Deployment Management
• Change Management and Problem Management
• Change Management and Incident Management
• Demand Management and Incident Management

Access Management will facilitate which of the following benefits?
1. Controlled access to services to enable an organisation to maintain the confidentiality of its information
2. Employees having the right level of access to execute their jobs effectively
3. An increase in the number of security breaches

• 1 & 2 Only
• 1 & 3 Only
• 2 & 3 Only
• All the above