ITIL Practice Questions

A.  

Use a single workflow for all types of service request

B.  

Leverage existing workflows whenever possible

C.  

Use different workflows for each type of service request

D.  

Avoid workflows for simple service requests

A.  

Workflow management and inventory systems

B.  

Communication systems and knowledge bases

C.  

Roles and responsibilities

D.  

Security and compliance

A.  

Immediate escalation

B.  

Specialist teams

C.  

A separate process

D.  

Third party support

A.  

As an event

B.  

As a problem

C.  

As a service request

D.  

As a change request

A.  

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.  

To systematically observe services and service components, and record and report selected changes of state

C.  

To protect the information needed by the organization to conduct its business

D.  

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible