ITIL

Which of the following BEST describes a problem?A . An issue reported by a userB . The cause of two or more incidentsC . A serious incident whichhas a critical impact to the businessD . The cause of one or more incidentsView AnswerAnswer: D

Choosing which CIs to record will depend on the level of control an organization wishes to exert.A . 1 onlyB . 2 onlyC . Both of the aboveD . Neither of the aboveView AnswerAnswer: C

What is the name of the group that should review changes that must be implemented faster than the normal change process?A . Technical managementB . Emergencychange advisory boardC . Urgent change boardD . Urgent change authorityView AnswerAnswer: B

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?A . The IT directorB . The process ownerC . The service ownerD . The customerView AnswerAnswer: B

What are the categories of event described in the UIL service operation book?A . Informational, scheduled, normalB . Scheduled, unscheduled, emergencyC . Informational, warning, exceptionD . Warning, reactive, proactiveView AnswerAnswer: C

The remediation plan should be evaluated at what point in the change lifecycle?A . Before the change is approvedB . Immediately after the change has failed and needs to be backed outC . After implementation but before the post implementation reviewD . After the post implementation review has identified a...

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?A . Service asset and configuration managementB . Event managementC . Service catalogue managementD . Problem managementView AnswerAnswer: B

Implementing all standard changesA . All of the aboveB . 1, 2 and 3 onlyC . 2 and 4 onlyD . 3 and 4 onlyView AnswerAnswer: B

Process designA . 2, 3 and 4 onlyB . 1, 3 and 4 onlyC . 1, 2 and 3 onlyD . All of the aboveView AnswerAnswer: D

Which one of the following statements isCORRECT?A . The configuration management system is part of the known error databaseB . The service knowledge management system is part of the configuration management systemC . The configuration management system is part of the service knowledge management systemD . The configuration management system...