Business Revision

What is ITIL?

• A rulebook that must be followed when developing IT services.

• The policy and procedure guide to IT.

• A framework of best practices for IT services.

• A legally binding document that must be followed.

Fulfilling user request, resolving service failures and fixing problems are all components of which ITIL document

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

Which of the following is NOT a process covered by Service Operations

• Event Management

• Incident Management

• Access Management

• Change Management

Incident management is the process of managing a problem from when it has first been lodged to when the underlying issue has been identified and troubleshooted.

• True

• False

Which of the following is a feature of the Tier 0

• Self Service User Portal

• Email

• Phone

• Live Chat

Tier 1 Operators have...

• Expert technical knowledge

• High technical knowledge

• Low technical knowledge

• No technical knowledge

Tier 3 Helpdesk operators can be the creators of software

• True

• False

Where can users and helpdesk technicians go to find solutions to common problems when following the ITIL framework.

• Log book

• Knowledgebase

• Internet

• Textbooks

Which of the following is a responsibility of the Chief Information Officer (CIO)

• Plan for and purchase computer and information technology equipment

• Test new systems, and commission and install new applications

• Write database documentation, including data standards, procedures and definitions

• Install systems and their parts, such as cabling, routers, switches, servers, and wifi devices

Which of the following is a responsibility of the Network Administrator

• Plan for and purchase computer and information technology equipment

• Test new systems, and commission and install new applications

• Responsibility for the evaluation of database software purchases

• Provide support and technical assistance to network users.