ITIL Foundation

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

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

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

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

Which ITIL practice is responsible for maintaining accurate information about configuration items?

• Service Level Management

• Change Control

• Service Configuration Management

• Incident Management

What type of change is pre-authorized, low risk, and follows a documented procedure?

• Standard Change

• Normal Change

• Emergency Change

• Major Change

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

Which SVS component ensures policies and continual improvement are applied?

• Service Value Chain

• Governance

• Practices

• Guiding Principles

Which of the following is NOT a Service Value Chain activity?

• Plan

• Engage

• Design & Transition

• Incident Resolution

Who is responsible for authorizing budgets for IT services?

• User

• Sponsor

• Service Desk

• Problem Manager