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QUESTION NO: 1
Which one of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. All calls to the service desk must be logged as incidents
C. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D. Incidents reported by technical staff must also be logged as problems
Answer: C
QUESTION NO: 2
How are groups, teams, departments and divisions classified?
A. Processes
B. Technicians
C. Functions
D. Roles
Answer: C
QUESTION NO: 3
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners,
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Products
C. Preparation
D. Potential
Answer: B
QUESTION NO: 4
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
A. Centralized
B. Local
C. Outsourced
D. Virtual
Answer: C
QUESTION NO: 5
What BEST defines serviceability?
A. How quickly a service or component can be restored to normal working order
B. The part of the business process that is critical to providing the service
C. How long a service or component can perform its agreed function without failure
D. The ability of a third-party supplier to meet the terms of its contract
Answer: D
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Updated: May 28, 2022