Question # 1 When should a known error be raised?
A. Only when the root cause is found and a workaround exists
B. As soon as it becomes useful to do so
C. Only when the error in the IT Service is found
D. As soon as the major problem procedure is executed
Click for Answer
B. As soon as it becomes useful to do so
Question # 2 Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
Click for Answer
B. Rights, access, identity, directory services, service/service components
Question # 3 Which of the following processes are performed by the service desk?
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
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Question # 4 What should a release policy include?
A. Roles and responsibilities across all the service transition processes.
B. Roles and responsibilities for updating the configuration management database (CMDB.
C. Criteria and authorization to exit early life support and handover to the service operation
D. How request for changes (RFCs) are approved for software releases in the IT
Click for Answer
A. Roles and responsibilities across all the service transition processes.
Question # 5 Which process is responsible for managing all service requests from users?
A. Change fulfilment
B. Incident management
C. Request fulfilment
D. Event management
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Question # 6 What are the categories of event described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Click for Answer
C. Informational, warning, exception
Question # 7 What is the type of notification that should be sent when a threshold has been reached, something
A. An emergency change
B. An alert
C. An emergency event
D. A request for change
Click for Answer
Question # 8 Which process is responsible for eliminating recurring incidents and minimizing the impact
A. Service level management
B. Problem management
C. Change management
D. Event management
Click for Answer
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