ITIL 4-5

How does categorization of incidents assist incident management

• It helps direct the incident to the correct support area
• It determines the priority assigend to the incident
• It ensures that incident are resolved in times agreed with the customer
• It determines how the service provider is perceived

What is the definition of a customer?

• A person who authorize budget for service consumption
• A person who works for an organization other than the service provider
• A person who uses services
• A person eho defines the requirement for a service and takes responsibility for the outcomes of service consumption

Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?} for service consumption.

• Outcome

• requirements

• Outputs

• Budget

What is the definition of a problem?

• The addition, modification, or removal of anyting that could have a direct or indirect effect on services
• An unplanned interruption to a service or reduction in the quality of a service
• A cause, or potential cause, of one or more incidents
• An issue that has been analyzed but has not been resolved

What is defined as the condition, modification, or removal of anything that could have a direct or indirect effect on services

• Change
• Event
• Incident
• Problem

Identify the missing word(s) in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

• Incident management
• Service level management
• Service request management
• Service desk

What is the purpose of the 'service configuration management' practice?

• Supporting the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
• Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
• Ensuring that accurate and realibale information about the configuration of services and the configuration item that support them are available when and where needed
• Ensuring that risks are properly assessed, authorinzing changes to proceed and managing a change schedule in order to maximize the number of succesful IT changes

What is the purpose of the 'service request management' practice?

• Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
• Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
• Ensuring that an organization's suppliers and thir performance levels are managed appropriately to support the provision of seamless quality products and services
• Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

• Information Security management
• Availability Management
• Service continuity management
• Change control

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

• IT asset management
• Service configuration management
• Change control
• Service level management