Which is intended to help an organization adopt and adapt ITIL guidance?

• A.The guiding principles
• B.The service value chain
• C.The four dimensions of service
• D.Practices

Comment: *

Name: *

Email: *

Verification: *

A service offering may include, access to resources, and service actions, which is an example of a service action?

• A.A password allows a user connect to a Wifi network
• B.A service desk agent provides support to user.
• C.A mobile phone enables a user to work remotely
• D.A license allows a user to install a software product

Comment: *

Name: *

Email: *

Verification: *

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?

• A.Service desk
• B.Service request management
• C.Change control
• D.IT asset management

Comment: *

Name: *

Email: *

Verification: *

Which skill is required by the 'service level management' practice?

• A.Event monitoring
• B.Problem management
• C.Supplier management
• D.Technical expertise

Comment: *

Name: *

Email: *

Verification: *

Why should service desk staff detect recurring issues?

• A.To escalate incidents to the correct support team
• B.To ensure effective handling of service requests
• C.To help identify problems
• D.To engage the correct change authority

Comment: *

Name: *

Email: *

Verification: *