Online Access Free ITIL Practice Test

Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

• A.Specialist teams
• B.A separate process
• C.Immediate escalation
• D.Third party support

When should a change request be submitted to resolve a problem?

• A.As soon as a solution for the problem has been identified
• B.As soon as the analysis of the frequency and impact of incidents justifies the change
• C.As soon as the analysis of cost, risks and benefits justifies the change
• D.As soon as a workaround for the problem has been identified

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

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

What is the purpose of problem management?

• A.Determines how the service provider is perceived
• B.Helps direct the incident to the correct support area
• C.Reduces the likelihood and impact of incidents
• D.Ensures services are restored as soon as possible

Which practice coordinates the classification, ownership and communication of service requests and incidents?

• A.Relationship management
• B.Supplier management
• C.Service desk
• D.Problem management