Question 1

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 2

Which one of the following is NOT a characteristic of a process?

Options :

A : It is measurable

B : It delivers specific results

C : It responds to specific events

D : It structures an organization

Answer: D

Question 3

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

Options :

A : Do

B : Perform

C : Implement

D : Measure

Answer: A

Question 4

Which ITIL process is used to restore normal service operation as quickly as possible?

Options :

A : Service level management

B : Incident management

C : Problem management

D : Availability management

Answer: B

Question 5

Which one of the following can help determine the level of impact of a problem?

Options :

A : Definitive media library (DML)

B : Configuration management system (CMS)

C : Statement of requirements (SOR)

D : Standard operating procedures (SOP)

Answer: B