ITIL

Which statement about managing incidents is CORRECT?

• Low impact incidents should be resolved efficiently, making logging unnecessary

• The 'incident management' practice should use a single process regardless of the impact of the incident

• Low impact incidents should be resolved efficiently so the resource required is reduced

• Incidents with the lowest impact should be resolved first

Which practice involves the management of vulnerabilities that were not identified before the service went live?

• Service request management

• Problem management

• Change control

• Service level management

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

• Service desk

• Service request management

• Service level management

• Service configuration management

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

• To ensure that spending is properly accounted for

• To ensure that information security requirements are met

• To streamline the fulfillment workflow

• To set user expectations for fulfillment times

Answer explanation

Which describes the nature of the guiding principles?

• Guiding principles can guide an organization in all circumstances

• Each guiding principle mandates specific actions and decisions

• Guiding principles describe the processes that all organizations must adopt

• An organization will select and adopt only one of the seven guiding principles

Answer explanation

Which choice correctly describes outcomes?

• Configuration of an organization's resources

• Functionality offered by a product or service

• Tangible or intangible deliverables

• Results desired by a stakeholder

Answer explanation

Which describes the principle "think and work holistically"?

• Establish an understanding of what is truly of value to the service consumer

• Identify what existing resources can be utilized to deliver the service

• Establish how all the parts of the organization will work together to deliver the services

• Involve the right people in the correct roles

Answer explanation

What describes how components and activities work together to facilitate value creation?

• The ITIL service value system

• The ITIL guiding principles

• The four dimensions of service management

• A service relationship

Answer explanation

Which practice is responsible for moving components to live environments?

• Change enablement

• Release management

• IT asset management

• Deployment Management

What is the definition of change?

• To add, modify or remove anything that could have a direct or indirect effect on service

• To ensure that accurate and reliable information about the configuration of service is available

• To make new and changed services and features available for use

• To move new or changed hardware, software, or any other component to live environment