Final_Exam_2

221. What is the purpose of the ‘monitoring and event management’ practice?

• A. To restore normal service operation as quickly as possible

• B. To manage workarounds and known errors

• C. To capture demand for incident resolution and service requests

• D. To systematically observe services and service components

222. Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

• A. Problem

• B. Risk

• C. Change

• D. Configuration item

223. Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?

• A. A normal change

• B. An emergency change

• C. A standard change

• D. A change model

224. Which can act as an operating model for an organization?

• A. The four dimensions of service management

• B. The service value chain

• C. The ITIL guiding principles

• D. Continual improvement

225. Which practice recommends the use of event-based surveys to gather feedback from customers?

• A. Service level management

• B. Change enablement

• C. Service request management

• D. Problem management

226. What is the purpose of the ‘problem management’ practice?

• A. To protect the information needed by the organization to conduct its business

• B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

• C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

• D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

227. Which practice would help a user gain access to an application that they need to use?

• A. Service configuration management

• B. Change enablement

• C. Service request management

• D. Service level management

228. Why should some service requests be fulfilled with no additional approvals?

• A. To ensure that spending is properly accounted for

• B. To ensure that information security requirements are met

• C. To streamline the fulfilment workflow

• D. To set user expectations for fulfilment times

229. Identify the missing words in the following sentence. A user is [?] that uses services.

• A. An organization

• B. A role

• C. A team

• D. A supplier

230. What is a change schedule PRIMARILY used for?

• A. To help plan, authorize and schedule emergency changes

• B. To publish a list of service requests that users can select

• C. To ensure that a single change authority reviews every change

• D. To help plan changes, assist in communication and avoid conflicts