Online Access Free ITIL Practice Test

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

• A.Continual improvement
• B.Service level management
• C.Incident management
• D.Change enablement

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

• A.Deliver and support
• B.Plan
• C.Design and transition
• D.Improve

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

• A.Problem management restores the service as soon as possible
• B.A change request is submitted to change control
• C.The problem record is deleted
• D.The problem remains in the known error status

Which describes a CORRECT approach to change authorization?

• A.formal changes are typically implemented as service requests and authorized by the service desk
• B.Changes included in the change schedule are pre-authorized and do not need additional authorization
• C.formal changes should be assessed and authorized before they are deployed
• D.Emergency changes should be authorized by as many people as possible to reduce risk

What impact does automation have on a service desk?

• A.Ability to work from a single centralised location
• B.Ability to work from multiple locations, geographically dispersed
• C.Less low level work and a greater ability to focus on user experience
• D.Increased phone contact and a reduced ability to focus on user experience