Which of the following is NOT an objective of Problem Management?

Minimising the impact of Incidents that cannot be prevented
Preventing Problems and resulting Incidents from happening
Eliminating recurring Incidents
Restoring normal service operation as quickly as possible and minimizing adverse impact on the business

Answer(s): D

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of which of:

Answer(s): C

Which of the following statements about Incident reporting and logging is CORRECT?

Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

Answer(s): B

Which of the following is NOT the responsibility of the Service Catalogue Manager?

Ensuring that information in the Service Catalogue is accurate
Ensuring that information within the Service Pipeline is accurate
Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
Ensuring that all operational services are recorded in the Service Catalogue

Answer(s): B

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