Test ITIL Quiz 2

Which practice has a purpose that includes ensuring that risks have been properly assessed?

• A. Service configuration management

• B. Problem management

• C. Service level management

• D. Change control

When should a full risk assessment and authorization be carried out for a standard change?

• A. Each time the standard change is implemented

• B. When the procedure for the standard change is created

• C. At least once a year

• D. When an emergency change is requested

Which statement about emergency changes is CORRECT?

• A. The testing of emergency can be eliminated in order to implement the change quickly

• B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

• C. Emergency changes should be authorized and implemented as service requests

• D. Emergency changes must be fully documented before authorization and implementation

Which practice coordinates the classification, ownership and communication of service requests and incidents?

• A. Supplier management

• B. Service desk

• C. Problem management

• D. Relationship management

Which practice updates information relating to symptoms and business impact?

• A. Service level management

• B. Change control

• C. Service request management

• D. Incident management

Which statement about the steps to fulfill a service request is CORRECT?

• A. They should be complex and detailed

• B. They should be well-known and proven

• C. They should include incident handling

• D. They should be brief and simple

What is defined as a cause, or potential cause, of one or more incidents?

• A. Change

• B. Event

• C. Known error

• D. Problem

When should the effectiveness of a problem workaround be assessed?

• A. Whenever the workaround is used

• B. Whenever the problem is resolved

• C. Whenever the workaround becomes a known error

• D. Whenever the problem is prioritized

Identify the missing words in the following sentence.<br />The management of information security incidents usually requires [?].

• A. Immediate escalation

• B. Specialist teams

• C. A separate process

• D. Third party support

Which is a service request?

• A. Requesting a workaround for an issue

• B. Requesting information about how to create a document

• C. Requesting an enhancement to an application

• D. Requesting investigation of a degraded service