ITILFND Part 09-1

What actions does a service desk take for all issues, queries and requests that are reported to them?
Schedule, assess, authorize
Diagnose, investigate, resolve
Initiate, approve, fulfill
Acknowledge, classify, own
Which is an external input to the service value chain?
The ‘improve’ value chain activity
An overall plan
Customer requirements
Feedback loops
Which is included in the purpose of the ‘service level management’ practice?
To maximize the number of successful service and product changes
To ensure accurate information about the configuration of services is available
To set clear business-based targets for service levels
To ensure that suppliers and their performance are managed appropriately
Which usually requires a team of representatives from many stakeholder groups?
Fulfilling a service request
Authorizing an emergency change
Logging a new problem
Investigating a major incident
Which value chain activity ensures that service components meet agreed specifications?
Plan
Design and transition
Obtain/build
Deliver and support
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Supplier management
Change enablement
Relationship management
Service desk
What includes governance as a component?
Practices
The service value chain
The service value system
The guiding principles
Which practice needs people who understand complex systems and have creative and analytical skills?
Change enablement
Service level management
Service request management
Problem management
What is the definition of a known error?
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
A problem that has been analyzed and has not been resolved
Any change of state that has significance for the management of a service or other configuration item (CI)
Which will NOT be handled as a service request?
The degradation of a service
The replacement of a toner cartridge
The provision of a laptop
A complaint about a support team
0
{"name":"ITILFND Part 09-1", "url":"https://www.quiz-maker.com/QHZ92I21P","txt":"What actions does a service desk take for all issues, queries and requests that are reported to them?, Which is an external input to the service value chain?, Which is included in the purpose of the ‘service level management’ practice?","img":"https://www.quiz-maker.com/3012/images/ogquiz.png"}
Powered by
Quiz Maker
Powered by: Quiz Maker