Which ITIL process is responsible for handling an application for a new workstation according to a standard working method?
A. Service Desk
B. Service Level Management
C. Incident Management
D. Change Management
Which ITIL process is responsible for analyzing risks and counter measures?
A. Service Desk
B. Capacity Management
C. Problem Management
D. IT Service Continuity Management
How does Problem Management contribute to a higher solution percentage of first-line support?
A. by analyzing open incidents
B. by making a knowledge database available
C. by preventing incidents
D. by evaluating incidents with the customer
Which ITIL process has responsibility in preventing unauthorized access to data?
A. Availability Management
B. Security Management
C. IT Service Continuity Management
D. Release Management
When is a Known Error identified?
A. When the cause of the problem is known.
B. When the problem is known.
C. When the problem has been resolved.
D. When the incident has been sent to Problem Management.
Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.
A. Change Management
B. Availability Management
C. Incident Management
D. Problem Management
What aspects would you not expect to see in a Service Level report designed for the customer?
A. the level of availability realised and the time not available per period
B. the percentage of incidents that was resolved within the target
C. the successful and reverted Changes during a specific period
D. the average utilization level of the Service Desk
Which ITIL process ensures that the information that has been made available satisfies the specified information security requirements?
A. Availability Management
B. Security Management
C. IT Service Continuity Management
D. Service Level Management
What is the primary task of Error Control?
A. checking problems and incidents
B. classifying and defining the priorities of problems
C. correcting Known Errors
D. providing information to the users
Of which ITIL process are Reliability, Serviceability and Maintainability components?
A. Service Level Management
B. IT Service Continuity Management
C. Problem Management
D. Availability Management
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