
ITIL Foundation
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Information Technology (IT)
Professional Development
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20 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the purpose of the Service Desk practice?
To provide a single point of contact for users
To manage the lifecycle of all incidents
To manage changes in the IT infrastructure
To monitor service levels
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which is a key objective of Incident Management?
To prevent problems from occurring
To restore normal service operation as quickly as possible
To authorize changes to services
To define service level agreements
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which guiding principle recommends using what you already have before making changes?
Focus on value
Start where you are
Collaborate and promote visibility
Optimize and automate
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the difference between a Problem and an Incident?
Problem is the cause; Incident is the symptom
Incident causes multiple Problems
Incident is the root cause
Problem and Incident are the same
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Which ITIL practice is responsible for maintaining accurate information about configuration items?
Service Level Management
Change Control
Service Configuration Management
Incident Management
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What type of change is pre-authorized, low risk, and follows a documented procedure?
Standard Change
Normal Change
Emergency Change
Major Change
7.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
What is the purpose of Continual Improvement?
To implement all possible changes immediately
To align services and processes with changing business needs
To provide support to users
To manage incidents
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