QUESTION 161
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
Answer: B
QUESTION 162
Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the service desk can be logged
C. All incidents must be fully logged
D. The service desk decide which incidents to log
Answer: C
QUESTION 163
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation
Answer: A
QUESTION 164
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Problem management
C. Change management
D. Event management
Answer: B
QUESTION 165
What are the categories of events described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Answer: C
QUESTION 166
Which of the following is the BEST description of a centralized service desk?
A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations
are in one place
C. The desk provides 24 hour global support
D. There is a single desk in one location serving the whole organization
Answer: D
QUESTION 167
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database
Answer: D
QUESTION 168
Which of the following would NOT be contained in a release policy?
A. Naming and numbering conventions
B. Entry and exit criteria of the release into testing
C. Roles and responsibilities for the release
D. The risk register for the release
Answer: D
QUESTION 169
Which reason describes why ITIL is so successful?
A. The five ITIL volumes are concise
B. It is not tied to any particular vendor platform
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects
Answer: B
QUESTION 170
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A. A service object
B. An incident
C. A change
D. A known error
Answer: D
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