When is the earliest that a workaround can be documented in 'problem management'?


A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

Which will help solve incidents more quickly?


A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?


A. Information security management
B. Continual improvement
C. Monitoring and event management
D. Service level management

Which practice ensures that any addition, modification, or removal of anything that could have an effect on
services is assessed and authorized?


A. Deployment management
B. Release management
C. Change control
D. Service configuration management

What varies in size and complexity, and uses functions to achieve its objectives?


A. A risk
B. An organization
C. A practice
D. An outcome

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate
and promote visibility'?


A. Restricting information about the improvement to essential stakeholders only
B. Increasing collaboration and visibility for the improvement
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication

Which ITIL practice has the purpose to establish and nurture the links between the organization and its
stakeholders at strategic and tactical levels?


A. Supplier management
B. Change control
C. Relationship management
D. Service desk

What is defined as an unplanned interruption or reduction in the quality of a service?


A. An incident
B. A problem
C. A change
D. An event

What is the purpose of the 'incident management' practice?


A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

What term is used to describe whether a service will meet availability, capacity and security requirements?


A. Outcomes
B. Value
C. Utility
D. Warranty