Question 1

Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?

Options :

A : Organizations and people

B : Information and technology

C : Partners and suppliers

D : Value streams and processes

Answer: A

Question 2

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Options :

A : Business objectives

B : Improvement plans

C : Assessment results

D : KPI reports

Answer: D

Question 3

What is usually included as part of 'incident management'?

Options :

A : Scripts for collecting initial information about incidents

B : Detailed procedures for the diagnosis of incidents

C : Authority to implement changes to a system

D : Observation of all services and service components to identify any change in state

Answer: A

Question 4

Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through change management first. Which type of change should be initiated by the information security team?

Options :

A : Standard

B : Normal

C : Emergency

D : Critical

Answer: C

Question 5

What is defined as any component that needs to be managed in order to deliver an IT service?

Options :

A : A service request

B : An IT asset

C : A configuration item (CI)

D : An incident

Answer: C