Infosys Certified ITIL 2011 Service Desk and Incident Management Associate
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Join Premium10 Infosys Certified ITIL 2011 Service Desk and Incident Management Associate practice questions with answers
Real Lex exam-pattern multiple-choice questions for the Infosys Certified ITIL 2011 Service Desk and Incident Management Associate certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
Not every call logged becomes an Incident
- ✓ True Correct
- B False
- Question 2
Possible challenges to Incident Management process are 1) Convince staff that all Incidents must be logged 2) Availibilty of information about Problems and Known Errors, Workarounds
- ✓ 1 only Correct
- B 2 only
- C Both of the above
- D None of the above
- Question 3
Which out of the two fall within the scope of Incident Management 1) Any event which disrupts, or which could disrupt a service 2) Incidents reported (or logged) by technical staff, tools, users etc
- ✓ 1 only Correct
- B 2 only
- C Both of the above
- D None of the above
- Question 4
The fire drill organized by PHOENIX team, is an incident for the team who has to leave its current work and go to the safe assembly area of the company. This is an incident because the current work is getting hampered and it needs an immediate resolution
- ✓ True Correct
- B False
- Question 5
The main objective(s) of Service Desk is/ are:
- ✓ To minimize adverse impacts on business operations Correct
- B To automatically detect service affecting Events
- C To be the Single Point of Contact (SPOC) for all the calls to get logged
- D All of the above
- Question 6
Which of these statements about Service Desk staff is CORRECT?
- ✓ Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them Correct
- B The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
- C The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
- D Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
- Question 7
Match the Following 1) Incident Management 2) Service Desk A) Process B) Function
- ✓ 1A, 2B Correct
- B 1B, 2A
- C 1A, 2A
- D 1B, 2B
- Question 8
Incident Priority is 1) Impact 2) Utility 3) Urgency 4) Warranty
- ✓ 1*2 Correct
- B 2*3
- C 2*4
- D 1*3
- Question 9
A customer care/ call centre of any company essentially is either a group of automated tools or group of people who follow a particular process to deliver service to their customers. The very definition of a customer care makes it eligible to be a function. Which function of ITIL does a customer care resembles the MOST?
- ✓ IT Operations Management Correct
- B Service Desk
- C Application Management
- D Technical Management
- Question 10
Benefits to business through Incident Management process includes: 1) the proactive identification of beneficial system enhancements and amendments 2) the availability of business-focused management information related to the SLA 3) reduced business impact of Incidents by timely resolution, thereby increasing effectiveness
- ✓ 1&2 only Correct
- B 2&3 only
- C 1&3 only
- D All of the above
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