ITIL 002

Which practice owns and manages issues, queries and requests from users?

• A.  Incident management
• B.  Service desk
• C.  Change control
• D.  Problem management

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

• A.  An IT asset
• B.  A customer
• C.  A configuration item (CI)
• D.  A user

Which stakeholders co-create value in a service relationship?

• A.  Investor and supplier
• B.  Consumer and provider
• C.  Provider and supplier
• D.  Investor and consumer

Which describes normal changes?

• A.  Changes that are low-risk and pre-authorized
• B.  Changes that need to be scheduled and assessed following a process
• C.  Changes that are typically initiated as service requests
• D.  Changes that must be implemented as soon as possible

What is the expected outcome from using a service value chain?

• A.  Service value streams
• B.  Customer engagement
• C.  Value realization
• D.  The application of practices

Which statement about outcomes is CORRECT?

• A.  Outcomes are one or more services that fulfill the needs of a service consumer
• B.  Service providers help service consumers achieve outcomes
• C.  Outcomes help service consumers achieve outputs
• D.  Helping service consumers achieve outcomes reduces service provider costs

Which skill is an essential part of the 'service level management' practice?

• A.  Technical knowledge
• B.  Listening
• C.  Diagnosis
• D.  Problem analysis

What are the three phases of 'problem management'?

• A.  Problem logging, problem classification, problem resolution
• B.  Incident management, problem management, change control
• C.  Problem identification, problem control, error control
• D.  Problem analysis, error identification, incident resolution

Which is a purpose of the 'engage' value chain activity?

• A.  Meeting expectations for quality, costs and time-to-market
• B.  Providing transparency and good relationships
• C.  Ensuring the continual improvement of services
• D.  Ensuring that the organization's vision is understood

Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

• A.  suppliers
• B.  CIs
• C.  customers
• D.  assets