multichoice
1. When must a Post Implementation Review take place?
A. after every Change
B. at the request of the person who submitted the Change request
C. in case of emergency changes
D. if another incident of the same type occurs again after a Change has been made
Answer: A
feedback: Correct! A Post Implementation Review (PIR) is a formal review of a programme or project. It is used to answer the question: Did we achieve what we set
out to do, in business terms and if not, what should be done? The PIR must be a part of every change process.

2. When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?
A) Availability Management
B) Change Management
C) Incident Management
D) Problem Management
Answer: C
feed.1. Incorrect!
feed.2. Another try!
feed.3. Correct!  ITIL terminology defines an incident as: Any event which is not part of the standard operation of a service and which causes, or may cause, an
interruption to, or a reduction in, the quality of that service. The first goal of the incident management process is to restore a normal service operation
as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

essay
3. Which activity is not the responsibility of IT Service Continuity Management?
gfeed. write something

shortanswer
4. According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Specify the correct sequence for these steps.
A. Act 
B. Check
C. Do
D. Plan
Answer: DCBA

truefalse
5. Infrastructure Monitoring will provide support teams with alerts directly allowing for faster resolution. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this. Typically the incident will be resolved automatically before the customer recognises it.
Answer: False
feedback: False, it is good practice to automatically record the alert in the Incident Management tool and assign this directly to the support team concerned. This allows for better KPI reporting and for adherence to escalation procedures if the support team do not respond in the agreed service level required.

description
6. A Service Desk brings many benefits to an organisation. Key to these is increased customer satisfaction & perception. Customers benefit from a single point of contact which prevents the need to chase organisation teams for updates or resolutions etc. A service desk will be able to produce more accurate information for management, and ensure that support resources are more productively used. Successful implementation of changes is not a benefit determined by the Service Desk function.

cloze
7. Infrastructure {1:MULTICHOICE:=Monitoging~Controlling~Service} will provide support teams with alerts directly allowing for faster resolution. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this {1:MULTICHOICE:=true~false}. Typically the incident will be resolved automatically before the customer recognises it.

numerical
8. How many books are in ITIL v3? Give answer only with number
Answer: 5