Question 1

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

Options :

A : Service request management

B : Change enablement

C : Problem management

D : Service level management

Answer: D

Question 2

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Options :

A : Business objectives

B : Improvement plans

C : Assessment results

D : KPI reports

Answer: D

Question 3

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

Options :

A : Service request management

B : Service desk

C : Problem management

D : Continual management

Answer: B

Question 4

What is an example of an action a service request management employee would undertake as part of the 'engage' activity?

Options :

A : Provide trend, quality, and feedback information about requests

B : Initiate and fulfill standard changes

C : Communicate with consumers to understand their requirements

D : Fulfill the consumer-s service requests through acquisition of service components

Answer: C

Question 5

Which process works with incident management to ensure that security breaches are detected and logged?

Options :

A : Change management

B : Service level management

C : Access management

D : Continual service improvement

Answer: C

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