ITIL 4-8

Which is a recommendation of the ‘service desk’ practice?

• Service desks should never use technologies such as SMS and chat functions
• Service desk should be highly technical functions
• Service desk should have a practical understanding of their business
• Service desk should always be a physical team in a single fixed location

What does a centralized service desk require?

• Walk-in service hours
• Robotic process automation
• Good workflow systems from routing and escalation
• Outsourced employees

How does 'service level management' contribute to the 'deliver and support' value chain activity?

• Provides objectives for component and service performance for products and services
• Collects feedback during interactions and communicates service performance objectives to the operations and support teams
• Provides information about the actual service performance and trends
• Provides feedback from interactions with customer into new or changed services

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?

• Memorandum of understanding
• Business Partnership Agreement
• Service level Agreement
• Interconnection Service agreement

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using?

• Virtual
• Centralized
• Follow-the-sun
• Local

What is the definition of a sponsor?

• A person who uses the service
• A person who authorizes budget for service consumption
• A person who works for the organization other than service provider
• A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.

• The contracted
• Established
• Inexpensive
• Agreed

What is the definition of an incident?

• The addition, modification, or removal of anything that could have a direct or indirect effect on services
• An unplanned interuuption 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 but has not been resolved

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved

• Change
• Incident
• Event
• Problem

What is the purpose of the 'release management' practice?

• Moving new or changed hardware, software, documentation, process, or any other service component to live environments
• making new changed services and features for use
• Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedul in order to maximize the number of succesful IT changes
• Supporting the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner