Free Access EXIN.ITIL.v2025-11-14.q416 Practice Test (Page 35)

Question 166

Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A.1, 2and 3 only

B.1, 3 and 4 only

C.2, 3 and 4 only

D.1, 2 and 4 only

Question 167

Remediation planning is BEST described in which of the following ways?

A.Planning the steps required to be taken if a change is unsuccessful

B.Planning how to compensate a userfor a failed change

C.Planning how to recover the cost of a change

D.Planning how to advise the change requestor of a failed change

Question 168

In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

A.Manage Incidents effectively through 1st, 2nd and 3rd line

B.Only manage Incidents effectivelyat the 3rd line

C.Only manage Incidents effectively through the 1st line

D.Only manage Incidents effectively through 1st and 2nd line

Question 169

Which statement about outcomes is CORRECT?

A.Outcomes enable products to be delivered to a stakeholder

B.An outcome defines the amount of money spent on technology for a service

C.An outcome depends on at least one output to deliver a result

D.Outcomes provide assurance to stakeholders on how a service performs

Question 170

Which is CORRECT about change authorization?

A.A change authority is assigned each time a standard change is requested

B.Emergency changes are authorized by the technician making the change

C.The chance authority will ensure changes are authorized after they are deployed

D.Assignment of the change authority is based on the charge type and model

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Question 166

Question 167

Question 168

Question 169

Question 170

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