Difference between revisions of "ITIL Service Operation Question Pool"

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Latest revision as of 15:39, 24 May 2018

67 questions

1 What is the BEST definition of a known error?
Select ONE answer

  • a. A problem without a documented root cause and a workaround
  • b. A problem without a workaround and where no root cause has been documented
  • c. A problem with a documented root cause and a workaround
  • d. A bug or an incident for which there is no known root cause
c

Explanation
ITIL Service Operation: 4.4.5.7
Glossary Term: known error

2 What is an incident model?
Select ONE answer

  • a. The steps that should be taken to handle a particular type of incident, in an agreed way
  • b. The support tools that are used to manage the required process to handle a particular type of incident
  • c. The application of agreed timescales to the incident resolution procedures
  • d. The agreed steps taken to reduce the number of recurring incidents
a

Explanation
ITIL Service Operation: 4.2.4.2
Glossary Term: incident

3 Which of the following is NOT true about the access management process?
Select ONE answer

  • a. It provides a channel for uses to request and receive standard services for which a predefined authorization and qualification process exists.
  • b. It effectively executes the policies in information security management (ISM)
  • c. It enables the organization to manage the confidentiality, availability and integrity of the organization's data and intellectual property.
  • d. It oversees access to services and ensures that the rights being provided are not improperly used
a

Explanation
ITIL Service Operation: 4.5.2
Glossary Term: access management

4 Which of the following is NOT an objective of the incident management process?
Select ONE answer

  • a. Maintain user satisfaction with the quality of IT services
  • b. Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting
  • c. Eliminate recurring incidents
  • d. Align incident management activities and priorities with those of the business
c

Explanation
ITIL Service Operation: 4.2.1.2
Glossary Term: incident management

5 What is the difference between an incident and a service request?
Select ONE answer

  • a. A service request is used to request changes to services that IT delivers to the business. An incident is when a change to those services fails and causes a disruption.
  • b. An incident is usually an uplanned event, whereas a service request is usually something that can and should be planned
  • c. An incident is an event which occurs and causes a disruption to services. A service request is often raised to address these service disruptions
  • d. A service request is handled by the service desk. An incident is handled by the incident management process.
b

Explanation
ITIL Service Operation: 4.3.2
Glossary Term: incident

6 What is the role of IT operations management?
Select ONE answer

  • a. To negotiate, agree and document the level of service to be supported, maintained and delivered
  • b. To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels
  • c. To execute the planning, design and maintenance of the processes and procedures required to deliver and support IT services as per the agreed levels
  • d. To plan and manage the successful transition of new or changed services in operations for support delivery at the agreed levels
b

Explanation
ITIL Service Operation: 6.5.1 IT operations management role
Glossary Term: IT operations management

7 What is the process responsible for managing the lifecycle of the cause of one or more incidents?
Select ONE answer

  • a. Event management
  • b. Request fulfilment
  • c. Service desk
  • d. Problem management
d

Explanation
ITIL Service Operation: 4.4 Problem management
Glossary Term: problem

8 Which of the following is the BEST description for a 'follow-the-sun' service?
Select ONE answer

  • a. Using two or more service desks in different time zones that pass incidents between them to offer 24-hours-a-day support coverage
  • b. A service desk that offers global coverage 24 hours a day for all customers in the organization
  • c. A service desk that provides coverage during regular daytime business hours
  • d. A service desk that uses technology to link geographically dispersed support personnel to give the impression of a single, centralized service desk
a

Explanation
ITIL Service Operation: 6.3.3.4 Follow the sun
Glossary Term: follow the sun

9 Which of the following is true about proactive problem management?
Select ONE answer

  • a. Complements continual service improvement (CSI) activities by helping to identify workarounds and improvement actions that can improve actions that can improve the quality of a service
  • b. Triggered when an incident has taken place
  • c. Focuses on the underlying cause of an incident and identifies workarounds
  • d. Complements incident management activities by focusing on the underlying cause of an incident to prevent its recurrence
a

Explanation
ITIL Service Operation: 4.4.4.2
Glossary Term: problem management


10 What is the scope of the problem management process?
Select ONE answer

  • a. The activities required to investigate and diagnose the root causes of problems and resolve and restore service as quickly as possible
  • b. The activities required to identify, diagnose, restore and resume service
  • c. The activities required to diagnose the root causes of incidents and to determine the resolution of the problems
  • d. The activities required to control errors in the live environment through change management and release and deployment management
c

Explanation
ITIL Service Operation: 4.4.2 Scope of problem management
Glossary Term: problem management

11 What occurs when a workaround for a problem has been found?
Select ONE answer

  • a. The problem record remains open and the details of the workaround are documented within the problem record
  • b. The problem record is closed and the details of the workaround are added to the known error database (KEDB)
  • c. The problem record remains open and the details of the workaround are added to the knowledge management database
  • d. The problem record is close and the details of the workaround are added to the problem record
a

Explanation
ITIL Service Operation: 4.4.5.6 Workarounds
Glossary Term: workaround

12 Which process focuses on normal service operation as an operational state where services and CIs are performing within their agreed service and operational levels?
Select ONE answer

  • a. Problem management
  • b. Service operation
  • c. Incident management
  • d. Change management
c

Explanation
ITIL Service Operation: 4.2 Incident management
Glossary Term: incident management

13 What are the two main processes executed by a service desk?
Select ONE answer

  • a. Incident management and problem management
  • b. Request fulfilment and incident management
  • c. Service request management and problem management
  • d. Incident management and event management
b

Explanation
ITIL Service Operation: 6.3.2 Service desk objectives
Glossary Term: request fulfilment

14 How are events recognized?
Select ONE answer

  • a. Usually through notifications created by an IT service, configuration item (CI) or monitoring tool
  • b. Through the service desk agents while handling service requests and incidents
  • c. Automatically through verification and audit of a configuration management database (CMDB)
  • d. Using operational tools responsible for monitoring and control of the live operational environment
a

Explanation
ITIL Service Operation: 4.1 Event management
Glossary Term: event

15 What process is responsible for ensuring that resolutions are implemented through the appropriate control procedures, especially change management and release and deployment management?
Select ONE answer

  • a. Change management
  • b. Release and deployment management
  • c. Change evaluation
  • d. Problem management
d

Explanation
ITIL Service Operation: 4.4.2 Scope of problem management
Glossary Term: problem management

16 What is the purpose of the event management process?
Select ONE answer

  • a. To ensure that exceptions are handled through the change management process
  • b. To manage incidents through their lifecycle
  • c. To restore normal service operation as quickly as possible
  • d. To detect events, make sense of them, and determine the appropriate control action
d

Explanation
ITIL Service Operation: 4.1.1.1 Purpose of event management
Glossary Term: event management

17 Which is the BEST definition of a problem?
Select ONE answer

  • a. The underlying cause of one or more incidents
  • b. Several similar incidents
  • c. A known error in the live environment
  • d. A failed change
a

Explanation
ITIL Service Operation: 4.4 Problem management
Glossary Term: problem

18 Which one of the following statements about the value of service operation to business is MOST correct?
Select ONE answer

  • a. Service operation ensures value by reducing the number of changes needed which lowers risk to the business
  • b. Service operation provides operational results that drive better service levels
  • c. Service operation reduces labour costs for the business by better management of changes
  • d. Service operation reduces the duration of service outages which allows the business to utilize the value created
d

Explanation
ITIL Service Operation: 1.1.4 Value to business


19 Which of the following are objectives of event management?
1. Detect all changes of state that have significance for the management of a configuration item (CI) or IT service
2. Determine the appropriate control action for events and ensure these are communicated to the appropriate functions
3. Provide the trigger, or entry point, for the execution of many service operation processes and operations management activities
Select ONE answer

  • a. 1 and 2 only
  • b. 1 and 3 only
  • c. 2 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Operation: 4.1.1.2 Objectives of event management
Glossary Term: event management

20 The scope of service operation includes which of the following?
Select ONE answer

  • a. Evaluating and deploying services
  • b. Controlling access to services
  • c. Optimizing service capacity
  • d. Meeting service targets
b

Explanation
ITIL Service Operation: 1.1.1 Purpose and objectives of service operation

21 Which function's objectives are to support the organization's business processes by helping to identify functional and manageability requirements for application software, and then to assist in the design and deployment of those applications and their ongoing support and improvement?
Select ONE answer

  • a. Release and deployment management
  • b. Technical management
  • c. Application management
  • d. Service desk
c

Explanation
ITIL Service Operation: 6.6.2
Glossary Term: application management

22 What is the purpose of the problem management process?
Select ONE answer

  • a. To build a knowledge management database with information regarding errors in the environment
  • b. To manage the lifecycle of all problems from first identification through to further investigation, documentation and eventual removal
  • c. To eliminate the recurrence of incidents and the need for emergency changes
  • d. To initiate actions to make improvements to the infrastructure
b

Explanation
ITIL Service Operation: 4.4.1.1 Purpose of problem management
Glossary Term: problem

23 What does the access management process ensure?
1. That uses are given the right to use a service
2. That access is available at all agreed times
3. That rights being provided are not improperly used
4. That the rights being provided or changed are properly granted
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 2, 3 and 4 only
  • c. 1 and 4 only
  • d. All of the above
a

Explanation
ITIL Service Operation: 4.5.2 Scope of access management
Glossary Term: access management

24 What is the BEST definition of an event?
Select ONE answer

  • a. A warning which leads to an incident or a problem being raised
  • b. Any change of state which is significant to the management of a configuration item (CI)
  • c. An occurrence of an incident, change or problem CI
  • d. An exception in the live environment often detected by monitoring and control techniques
b

Explanation
ITIL Service Operation: 4.1 Event management
Glossary Term: event

25 Which of the processes has a purpose that includes executing some of the policies and actions defined in the information security policy (ISM)
Select ONE answer

  • a. Information security management (ISM)
  • b. Business relationship management
  • c. Request fulfilment
  • d. Access management
d

Explanation
ITIL Service Operation: 4.5.1.1
Glossary Term: access management

26 Which ITIL lifecycle stage states the following as a value to the business?
Provides a basis for automated operations, thus increasing efficiencies and allowing expensive human resources to be used for more innovative work, such as designing new or improved functionality or defining new ways in which the business can exploit technology for increased competitive advantage.
Select ONE answer

  • a. Service strategy
  • b. Service design
  • c. Service transition
  • d. Service operation
d

Explanation
ITIL Service Operation: 1.1.4
Glossary Term: service operation


27 Which service operation process is executed by all technical and application management functions?
Select ONE answer

  • a. Design coordination
  • b. Service validation and testing
  • c. Financial management for IT services
  • d. Access management
d

Explanation
ITIL Service Operation: 4.5.2 Scope of access management
Glossary Term: access management

28 Which of the following statements about incident management timescales is NOT true?
Select ONE answer

  • a. Timescales must be agreed for all incident handling stages
  • b. Timescales are based upon the overall incident response and resolution targets
  • c. Timescales should not use automation for escalation
  • d. Timescales escalate the incident as required based on predefined rules
c

Explanation
ITIL Service Operation: 4.2.4.2

29 What is the purpose of the known error database (KEDB)?
Select ONE answer

  • a. Storage of bugs and known errors in the environment for sharing across the support organization as part of the knowledge management process
  • b. Storage of knowledge of incidents and problems and how they were overcome, allowing for quicker diagnosis and resolution should they occur again
  • c. Storage of knowledge and information pertaining to problems, workarounds and problem resolutions, allowing for quicker problem diagnosis and resolution
  • d. Storage of knowledge management information useful in determining the root causes of problems. Shared across incident management, problem management and the service desk to improve the efficiency of incident resolution
b

Explanation
ITIL Service Operation: 4.4.7.2
Glossary Term: known error database (KEDB)

30 Which of the following are factors that contribute to impact levels of incident prioritization?
Select ONE answer

  • a. Risk to life or limb
  • b. The number of services affected
  • c. Regulatory or legislative breaches
  • d. All of the above
d

Explanation
ITIL Service Operation: 4.2.5.4
Glossary Term: impact

31 Which of the following are examples of service requests?
1. Change a password
2. Install additional software on to a workstation
3. Server security patch update
4. Request to relocate desktop equipment
Select ONE answer

  • a. 1 and 2
  • b. 1, 2 and 4
  • c. 1, 3 and 4
  • d. 1 only
b

Explanation
ITIL Service Operation: 4.3
Glossary Term: service request

32 Which of the following is NOT an objective of the service desk?
Select ONE answer

  • a. Keeping users informed of progress
  • b. Closing all resolved incidents, requests and other calls
  • c. Conducting customer/user satisfaction call-backs/surveys as agreed
  • d. Reporting service level breaches to customers
d

Explanation
ITIL Service Operation: 6.3.2
Glossary Term: service desk

33 Which process is responsible for efficiently responding to requests for granting access to services, changing access rights or restricting access, ensuring that rights being provided or changed are properly granted?
Select ONE answer

  • a. Change management
  • b. Access management
  • c. Service asset and configuration management (SACM)
  • d. Request fulfilment
b

Explanation
ITIL Service Operation: 4.5.1.2
Glossary Term: access management

34 Which of the following is the BEST definition of an alert?
Select ONE answer

  • a. An alert is an electronic notification of a change, incident or problem that requires identification and logging
  • b. An alert is a communication received by operational tools regarding possible incidents
  • c. An alert is a notification regarding an incident that has occurred
  • d. An alert is a notification that a threshold has been reached, something has changed or a failure has occurred.
d

Explanation
ITIL Service Operation:
Glossary Term: alert, event

35 What is the scope of the incident management process?
Select ONE answer

  • a. Incident management includes any event which disrupts, or could disrupt, a service
  • b. Incident management can be applied to any aspect of service management that needs to be controlled and automated
  • c. Incident management includes the activities required to diagnose the root causes of incidents and to determine their resolution
  • d. Incident management is the effective execution of the policies in information security management (ISM)
a

Explanation
ITIL Service Operation: 4.2.2
Glossary Term: incident management

36 What role does communication play in service operation?
Select ONE answer

  • a. As it is the responsibility of the service desk to communicate with the end users, good communication is required for optimal customer service
  • b. When dealing with customers and end users, service operation teams need to practice good communication to ensure a good relationship with the customer
  • c. Communication between IT teams and departments, users and internal customers, and between the service operation teams and the departments themselves can often prevent or mitigate issues
  • d. Good communication in service operation sets a foundation for business relationship management to negotiate and agree on service level agreements (SLAs)
c

Explanation
ITIL Service Operation: 3.6 Communication

37 Which of the following is the BEST description of the purpose of service operation?
Select ONE answer

  • a. To coordinate and carry out the activities and processes required to deliver and manage services
  • b. To manage the design and operation of technology needed to deliver services
  • c. To coordinate the people, processes, partners and technology needed to provide services to customers
  • d. To operate services to agreed service levels for internal and external customers and users
a

Explanation
ITIL Service Operation:
Glossary Term:

38 Which is the BEST definition of an incident?
Select ONE answer

  • a. An unplanned interruption to an IT service or reduction in the quality of an IT service
  • b. The underlying cause of one or more problems
  • c. A failure of an IT service or one of its component
  • d. A failure of a configuration item (CI) resulting in a required change
a

Explanation
ITIL Service Operation: 4.2
Glossary Term: incident

39 What should be included in an incident model?
1. The order in which the steps should be taken
2. Responsibilities: who should do what
3. Timescales and thresholds for completion of the actions
4. Escalation procedures: who should be contacted and when
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 1 and 4 only
  • c. 1 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Operation: 4.2.4.2
Glossary Term: incident

40 When should the known error database (KEDB) be used?
Select ONE answer

  • a. The KEDB should be used by the service desk to aid in request and incident resolution
  • b. The KEDB, as part of the service knowledge management system (SKMS), should be used within the problem and knowledge management processes and accessed only by the problem manager
  • c. The KEDB should be used during incident and problem diagnosis phases
  • d. The KEDB should only be used during the problem management process and new records added as quickly as possible when a problem has been identified
c

Explanation
ITIL Service Operation: 4.4.7.2
Glossary Term: known error database (KEDB)

41 Which process manages alerts?
Select ONE answer

  • a. Request fulfilment
  • b. Incident management
  • c. event management
  • d. Change management
c

Explanation
ITIL Service Operation:
Glossary Term: alert

42 Which of the following statements is NOT true about request fulfilment?
Select ONE answer

  • a. The activities to fulfil a request should be documented in a request model and stored in the service knowledge management system (SKMS)
  • b. The process needed to fulfil a request should be consistent regardless of what is being requested
  • c. The process needed to fulfil a request will vary depending upon exactly what is being requested
  • d. The process needed to fulfil a request can usually be broken down into a set of activities that have to be performed
b

Explanation
ITIL Service Operation: 4.3.2
Glossary Term: request fulfilment

43 Which function is known to be the custodian of technical knowledge and expertise related to managing applications?
Select ONE answer

  • a. Service management
  • b. Application
  • c. IT operations management
  • d. Technical management
b

Explanation
ITIL Service Operation: 6.6.1
Glossary Term: application management

44 What is event management the basis for?
Select ONE answer

  • a. Threshold and capacity management
  • b. Operational monitoring and control
  • c. Service request fulfilment
  • d. Automation in service operation
b

Explanation
ITIL Service Operation: 4.1.1.1
Glossary Term: event management

45 Which of the following are types of service desk structure?
1. Virtual
2. Central
3. Operational
4. Local
Select ONE answer

  • a. 1, 2 and 4 only
  • b. 2, 3 and 4 only
  • c. 1, 2 and 3 only
  • d. All of the above
a

Explanation
ITIL Service Operation: 6.3.3.1
Glossary Term: service desk

46 Which of the following is true about reactive problem management?
Select ONE answer

  • a. Triggered by activities to improve services
  • b. Complements incident management activities by focusing on the underlying cause of an incident to prevent its recurrence and identifying workarounds when necessary
  • c. Utilizing trend analysis activities to find common underlying causes of historical incidents
  • d. Complements continual service improvement (CSI) activities by helping to identify workarounds and improvement actions
b

Explanation
ITIL Service Operation: 4.4.4.2
Glossary Term: problem management

47 Which functions objectives are to help plan, implement and maintain a stable technical infrastructure to support the organization's business processes?
Select ONE answer

  • a. IT operations management
  • b. Technical management
  • c. Application management
  • d. Service desk
b

Explanation
ITIL Service Operation: 6.4.2
Glossary Term: technical management

48 What is the scope of event management?
Select ONE answer

  • a. It can be applied to any aspect of service management that needs to be controlled and which can be automated
  • b. It is only applied to CIs in live operations that are required to deliver IT services
  • c. Controlling all service assets required to deliver IT services
  • d. Monitoring only the processes and services that can be/are automated
a

Explanation
ITIL Service Operation: 4.1.2 Scope of event management
Glossary Term: event, event management

49 What is the difference between monitoring and event management?
Select ONE answer

  • a. Event management works with occurrences that are specifically generated to be monitored. Monitoring tracks these occurrences, but it will also actively seek conditions that do not generate events.
  • b. Event management identifies areas to be monitored. Monitoring actively seeks events.
  • c. Monitoring actively serves to control CIs, and event management is how the exceptions are managed.
  • d. Events are a product of controlling the environment. Event management controls events through their lifecycles and utilizes monitoring to detect events.
a

Explanation
ITIL Service Operation: 4.1.2 Scope of event management
Glossary Term: event, event management

50 What is the purpose of separate procedures for handling incidents with shorter timescales and greater urgency?
Select ONE answer

  • a. To complete service requests
  • b. To resolve a major problem
  • c. To implement an emergency change
  • d. To resolve a major incident
d

Explanation
ITIL Service Operation: 4.2.4.2 Principles and basic concepts of incident management
Glossary Term: major incident

51 What is the purpose of the request fulfilment process?
Select ONE answer

  • a. Request fulfilment is the process responsible for minimizing the adverse impact on business operations, ensuring that agreed levels of service quality are maintained
  • b. Request fulfilment is responsible for managing the lifecycle of all problems and identifying the underlying causes of one or more incidents.
  • c. Request fulfilment is the process of granting authorized users the right to use a service, while preventing access to non-authorized users.
  • d. Request fulfilment is the process responsible for managing the lifecycle of all service requests from the uses.
d

Explanation
ITIL Service Operation: 4.3.1.1
Glossary Term: request fulfilment

52 Which ITIL lifecycle stage includes the objective to minimize the impact of service outages on day-to-day business activities?
Select ONE answer

  • a. Service strategy
  • b. Service transition
  • c. Service operation
  • d. Continual service improvement (CSI)
c

Explanation
ITIL Service Operation: 1.1.1
Glossary Term: service operation

53 Which of the following are functions within service operation?
1. IT operations management
2. Technical management
3. Application management
4. Request fulfilment
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 1, 3 and 4 only
  • c. 2 and 3 only
  • d. 1, 2 and 4 only
a

Explanation
ITIL Service Operation: 2.2.3.1
Glossary Term: function, service operation

54 Which of the following should a known error record hold?
1. Fault details
2. Symptoms
3. Workaround/resolution actions
4. Incident count
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 1 and 3 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Operation: 4.4.7.2 Known error database
Glossary Term: known error record

55 How are alerts created?
Select ONE answer

  • a. Alerts are created through request fulfilment tasks
  • b. Alerts are created by system management tools
  • c. Alerts are created by the service desk
  • d. Alerts are created by operational staff while logging incidents
b

Explanation
ITIL Service Operation:
Glossary Term: alert

56 Which process is responsible for restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations?
Select ONE answer

  • a. Service desk
  • b. Event management
  • c. Problem management
  • d. Incident management
d

Explanation
ITIL Service Operation: 4.2.1.1
Glossary Term: incident management

57 Which ITIL term is a generic description for many different types of demand that are placed upon the IT organization by the users?
Select ONE answer

  • a. Standard change
  • b. Incident
  • c. Service request
  • d. Service desk request
c

Explanation
ITIL Service Operation: 4.3 Request fulfilment
Glossary Term: service request

58 Which of the following are objectives for the problem management process?
1. Prevent problems and resulting incidents from happening
2. Eliminate recurring incidents
3. Minimize the impact of incidents that cannot be prevented
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 3 only
  • c. 1 and 2 only
  • d. All of the above
d

Explanation
ITIL Service Operation: 4.4.1.2
Glossary Term: problem management

59 Which process is responsible for providing information to users and customers about the availability of services and the procedures for obtaining them?
Select ONE answer

  • a. Service desk
  • b. Incident management
  • c. Request fulfilment
  • d. Business relationship management
c

Explanation
ITIL Service Operation: 4.3.1.2
Glossary Term: request fulfilment

60 What is the primary aim of the service desk?
Select ONE answer

  • a. To ensure customers are aware of the services on offer
  • b. To be a single point of contact between services and users
  • c. To log incidents reported by users
  • d. To restore services quickly
b

Explanation
ITIL Service Operation: 6.3.2
Glossary Term: single point of contact

61 Which lifecycle stage offers the following value to business?
Meets the goals and objectives of the organization's security policy by ensuring that live IT services will be accessed only by those authorized to use them. Select ONE answer

  • a. Service strategy
  • b. Service design
  • c. Service operation
  • d. Service transition
c

Explanation
ITIL Service Operation: 1.1.4 Value to business

62 What type of code determines how the incident is handled both by support tools and support staff?
Select ONE answer

  • a. Impact code
  • b. Urgency code
  • c. Prioritization code
  • d. Problem code
c

Explanation
ITIL Service Operation: 4.2.5.4 Incident prioritization
Glossary Term: priority

63 Which of the following is NOT an objective of the request fulfilment process?
Select ONE answer

  • a. Assist with general information, complaints or comments
  • b. Provide information to users and customers about the availability of services
  • c. Increase visibility and communication of incidents to business and IT support staff
  • d. Provide a channel for users to request an receive standard services
c

Explanation
ITIL Service Operation: 4.3.1.2
Glossary Term: request fulfilment

64 Which process has the following objectives?
1. Prevent problems and resulting incidents from happening
2. Eliminate recurring incidents
3. Minimize the impact of incidents that cannot be prevented
Select ONE answer

  • a. Event management
  • b. Incident management
  • c. Problem management
  • d. Service desk
c

Explanation
ITIL Service Operation: 4.4.1.2
Glossary Term: problem management

65 Which lifecycle stage are the following types of communication relevant to?
1. Communication between shifts
2. Performance reporting
3. Communication in projects
Select ONE answer

  • a. Continual service improvement (CSI)
  • b. Service transition
  • c. Service operation
  • d. Service strategy
c

Explanation
ITIL Service Operation: 3.6 Communication
Glossary Term: service operation

66 Which function's objectives are to help plan, implement and maintain a stable technical infrastructure to support the organization's business processes?
Select ONE answer

  • a. IT operations management
  • b. Technical management
  • c. Application management
  • d. Service desk
b

Explanation
ITIL Service Operation: 6.4.2 Technical management objectives
Glossary Term: technical management

67 Which of the following processes has a purpose that includes executing some of the policies and actions defined in the information security policy (ISM)?
Select ONE answer

  • a. Information security management (ISM)
  • b. Business relationship management
  • c. Request fulfilment
  • d. Access management
d

Explanation
ITIL Service Operation: 4.5.1.1 Purpose of access management
Glossary Term: access management

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Parent Article: ITIL Question Pool