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QUESTION NO: 1
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: 2
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: 3
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: 4
How are groups, teams, departments and divisions classified?
A. Processes
B. Technicians
C. Functions
D. Roles
Answer: C
QUESTION NO: 5
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
Answer: B
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Updated: May 28, 2022