156 Best ITIL Questions and Answers (Q&A) - ProProfs Discuss

What is correct about patterns of demand generated by the customerâ€™s business?

K. Myers, Blogger
Answered: Mar 18, 2020

They are driven by the business activity that can be provided by companies. There are a lot of companies right now that want to make sure that they will provide what they are searching for. There...Read More

4 Answers

6523 views

Which of the following is not one of the ITIL core publications?

K. Myers, Blogger
Answered: Nov 11, 2018

ITIL is the abbreviation for Information Technology Infrastructure Library. It focuses on managing informational technology. ITIL helps businesses because they take what they have and modify it...Read More

3 Answers

3785 views

What is a good metric for measuring the effectiveness of Service Level Management?

Olive landon, Health science specialist
Answered: Sep 21, 2020

When you understand what Service Level Management really entails, one of the best metrics for measuring its effectiveness is the customer satisfaction score. The various activities of the Service...Read More

4 Answers

2618 views

What are the three types of metrics that an organization should collect to support Continual Service\nImprovement (CSI)?

F. Daniel, Content Optimization Executive
Answered: Dec 15, 2020

It is important to know the three types of metrics in which an organization will need to collect the support CSI activities as well as other process activities. CSI stands for Continual Service...Read More

4 Answers

2417 views

What is the correct sequence of events in the selection of a technology tool?

TBFTesting
Answered: Jan 08, 2025

Requirements, Selection Criteria, Evaluate Product, Select Product

1 Answer

2216 views

Which of the following would not be stored in the Definitive Media Library (DML)?

TBFTesting
Answered: Jan 08, 2025

Backups of application data

1 Answer

2190 views

What is the best description of the purpose of Service Operation?

M. Parker, Internet Researcher
Answered: Oct 04, 2018

It makes sure that it will provide the level of services that customers' deserve. This can also be used in managing the applications that are connected to it. This will make sure that the...Read More

6 Answers

1983 views

What is the correct sequence of activities for handling an incident?

TBFTesting
Answered: Jan 08, 2025

Identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure

1 Answer

1775 views

Which are the missing Service Operation processes from the following? 1. Incident Management 2. Problem Management 3. Access Management 4. ? 5. ?

TBFTesting
Answered: Jan 08, 2025

Event Management and Request Fulfillment

1 Answer

1709 views

Which of the following is a characteristic of every process? 1. It is measurable 2. It is timely 3. It delivers a specific result 4. It responds to a specific event 5. It...

TBFTesting
Answered: Jan 08, 2025

1, 3, 4 and 5 only

1 Answer

1693 views

What is the purpose of service transition?

J. Shatner, Content writer
Answered: Jul 19, 2018

There are several purposes of a Service Transition. These purposes include: ensuring that a service can be managed, operated, and supported; providing quality knowledge of Change, Release and...Read More

3 Answers

1534 views

What is not an objective of Service Operation?

M. Jabrowsky, Bank Manager
Answered: Sep 03, 2020

Key objectives of service operation are to combine and perform the actions and processes required to provide and oversee services at agreed levels to business users and customers. • Se...Read More

6 Answers

1527 views

What is not the responsibility of a service catalogue manager?

G.Kenneth
Answered: Jan 24, 2018

A service catalogue manager is responsible for making sure that all of the services and products for the operation of the system is created and updated when needed. It also has correct data on...Read More

3 Answers

1490 views

What is the good use of baseline in IT companies?

John Smith
Answered: Jan 08, 2025

B) A marker or starting point for later comparison

2 Answers

1378 views

What are the valid elements of a service design package (SDP)?

T. Moore, Writer
Answered: Mar 27, 2019

Valid elements of a service design package (SDP): agreed and documented business requirements, a plan for the transition of the service, requirements for new or changed processes, and metrics to...Read More

1 Answer

1352 views

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