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Exam contains 23 questions

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Question 1 🔥

There have been multiple incidents recorded by the Service Desk. It appears that the network is congested due to multiple connections.What kind of actions should the Service Desk analyst take in this instance?

Which database solution meets these requirements?

A. They should ask the Capacity Manager to expand the capacity of the network

Highly voted

B. They should ask the Problem Manager to look into the problem right away

Highly voted

C. They should ask the Security Manager to check whether too many authorizations may have been issued.

Highly voted

D. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target

Highly voted

Discussion of the question

Question 2 🔥

What is the best definition of an Incident Model?

Which database solution meets these requirements?

D. An Incident that is easy is solved at first contact

Highly voted

A. A type of incident involving an authorized Configuration Item (CI)

Highly voted

B. The template used by Service Desk analysts to record incidents

Highly voted

C. A set of pre-defined steps to be followed when dealing with a known type of incident

Highly voted

Discussion of the question

Question 3 🔥

Which ITIL process ensures that the IT Services are restored as soon as possible in the case of a malfunction?

Which database solution meets these requirements?

A. Change Management

Highly voted

B. Incident Management

Highly voted

C. Problem Management

Highly voted

D. Service Level Management

Highly voted

Discussion of the question

Question 4 🔥

Operations Control refers to?

Which database solution meets these requirements?

A. The managers of the Event and Access Management Processes

Highly voted

B. Overseeing the monitoring and escalating of IT operational events and activities

Highly voted

C. The tools used to monitor the status of the IT Network

Highly voted

D. The situation where the Service Desk manager is required to monitor the status of the infrastructure when Service Desk Operators are not available

Highly voted

Discussion of the question

Question 5 🔥

Which of the following is NOT an example of a Service Request?

Which database solution meets these requirements?

A. A user calls the Service Desk to order a toner cartridge

Highly voted

B. A user calls the Service Desk because they would like to change the functionality of an application.

Highly voted

C. A Manager submits a request for a new employee to be given access to an application

Highly voted

D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options

Highly voted

Discussion of the question

Question 6 🔥

Which of the following BEST describes the purpose of Event Management?

Which database solution meets these requirements?

A. To detect events, make sense of them and determine the appropriate control action

Highly voted

B. To monitor interactions and exceptions within the infrastructure

Highly voted

C. To monitor and control the activities of technical staff

Highly voted

D. To detect and escalate exceptions to normal service operation

Highly voted

Discussion of the question

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Exam contains 23 questions

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