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QUESTION NO: 1
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: 2
How are groups, teams, departments and divisions classified?
A. Processes
B. Technicians
C. Functions
D. Roles
Answer: C
QUESTION NO: 3
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
QUESTION NO: 4
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1, 2 and 4 only
B. 2 and 3 only
C. 1 only
D. All of the above
Answer: D
QUESTION NO: 5
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
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Updated: May 28, 2022