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Q131. Which one of the following statements about incident reporting and logging is CORRECT? 

A. Incidents can only be reported by users 

B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service 

C. All calls to the service desk must be logged as incidents 

D. Incidents reported by technical staff must also be logged as problems 

Answer: B 


Q132. Which process is responsible for low risk, frequently occurring, low cost changes? 

A. Demand management 

B. Incident management 

C. Release and deployment management 

D. Request fulfillment 

Answer: D 


Q133. Which one of the following is the BEST definition of an event? 

A. Any change of state that has significance for the management of a configuration item 

(CI) or IT service 

B. An unplanned interruption to an IT service or a reduction in the quality of an IT service 

C. The unknown cause of one or more incidents that have an impact on an IT service 

D. Reducing or eliminating the cause of an incident or problem 

Answer: A 


Q134. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? 

A. Service level management 

B. Service catalogue management 

C. Demand management 

D. Service transition 

Answer: B 


Q135. In which of the following areas would ITIL complementary guidance provide assistance? 

1. Adapting best practice for specific industry sectors 

2. Integrating ITIL with other operating models 

A. Both of the above 

B. Neither of the above 

C. Option 1 only 

D. Option 2 only 

Answer: A 


Q136. Which of the following should be documented in an incident model? 

1. Details of the service level agreement (SLA) pertaining to the incident 

2. Chronological order of steps to resolve the incident 

A. 1 only 

B. 2 only 

C. Both of the above 

D. Neither of the above 

Answer: B 


Q137. Which one of the following is the BEST definition of the term service management? 

A. A set of specialized organizational capabilities for providing value to customers in the form of services 

B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose 

C. The management of functions within an organization to perform certain activities 

D. Units of organizations with roles to perform certain activities 

Answer: A 


Q138. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? 

A. Where are we now? 

B. Where do we want to be? 

C. How do we get there? 

D. Did we get there? 

Answer: B 


Q139. Remediation planning is BEST described in which of the following ways? 

A. Planning how to recover the cost of a change 

B. Planning the steps required to be taken if a change is unsuccessful 

C. Planning how to compensate a user for a failed change 

D. Planning how to advise the change requestor of a failed change 

Answer: B 


Q140. Which process would you MOST expect to be involved in the management of underpinning contracts? 

A. Change management 

B. Service catalogue management 

C. Supplier management 

D. Release and deployment management 

Answer: C