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Question 1

Which one of the following is NOT a characteristic of a process?

Options :

A : It is measurable

B : It delivers specific results

C : It responds to specific events

D : It structures an organization

Answer: D

Question 2

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 3

Which function is responsible for the closure of an incident record?

Options :

A : Event management

B : The service desk

C : Either the service desk or an appropriate third party engineer

D : Any appropriate function

Answer: B

Question 4

Which ITIL process is used to restore normal service operation as quickly as possible?

Options :

A : Service level management

B : Incident management

C : Problem management

D : Availability management

Answer: B

Question 5

Which one of the following is NOT an aim of the change management process?

Options :

A : To ensure the impact of changes are understood

B : To ensure that changes are recorded and evaluated

C : To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

D : To deliver and manage IT services at agreed levels to business users

Answer: D