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Q:

The BEST definition of an event is?

A) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted B) An occurrence that is significant for the management of the IT infrastructure or delivery of services
C) A known system defect that generates multiple incident reports D) A planned meeting of customers and IT staff to announce a new service or improvement program
 
Answer & Explanation Answer: B) An occurrence that is significant for the management of the IT infrastructure or delivery of services

Explanation:
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Filed Under: ITIL Certification

Q:

When analyzing an outcome for creation of value for customers, what attributes of the service should be considered?

A) Objectives, Metric, Desired outcome B) People, Products, Technology
C) Business Objectives, IT objectives, Process metrics D) Desired outcome, Supplier metrics, IT objectives
 
Answer & Explanation Answer: C) Business Objectives, IT objectives, Process metrics

Explanation:
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Filed Under: ITIL Certification

Q:

 If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs?

A) They are likely to increase gradually B) They are likely to gradually reduce
C) They are likely to increase dramatically D) They are likely to reduce initially and then gradually return to current level
 
Answer & Explanation Answer: B) They are likely to gradually reduce

Explanation:
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Filed Under: ITIL Certification

Q:

 What is the role of the Emergency Change Advisory Board (ECAB)?

A) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods B) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
C) To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur. D) To assist the Change Manager in implementing emergency changes
 
Answer & Explanation Answer: B) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

Explanation:
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Filed Under: ITIL Certification

Q:

 The main objective of Availability Management is?

A) To monitor and report availability of services and components B) To guarantee availability levels for services and components
C) To ensure that all targets in Service Level Agreements (SLAs) are met D) To ensure that service availability matches or exceeds the agreed needs of the business
 
Answer & Explanation Answer: D) To ensure that service availability matches or exceeds the agreed needs of the business

Explanation:
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Filed Under: ITIL Certification

Q:

Incident Management has a value to the business by?

A) Helping to control infrastructure cost of adding new technology B) Helping to align people and process for the delivery of service
C) Contributing to the reduction of impact D) Enabling users to resolve Problems
 
Answer & Explanation Answer: C) Contributing to the reduction of impact

Explanation:
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Filed Under: ITIL Certification

Q:

which IOS command enables access to high-level commands?

A) su root B) admin 0
C) enable D) init
 
Answer & Explanation Answer: C) enable

Explanation:
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Filed Under: CCENT

Q:

The exhibit below shows the output of a show ip interface brief on a Cisco router.

r1#show ip interface brief

Serial0/0 does not respond to ping requests. What step would you take to resolve the problem?

A) Change ip address on Serial0/0 B) Enable the interface Serial0/0
C) Check the physical connection in Serial 0/0 D) The interface looks fine in status up, problem must be somewhere else
 
Answer & Explanation Answer: C) Check the physical connection in Serial 0/0

Explanation:

In order for an interface to work properly and respond to ping requests, both Status and Protocol must be up.

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Filed Under: CCENT