Help Desk Software ITSM and ITIL Frameworks 2

Question 1

What is the purpose of a CMDB in ITSM?

Accepted Answer

To maintain a record of IT assets and their relationships

Answer

To store employee performance reviews

Answer

To schedule system backups

Answer

To track software license expiry dates

Question 2

What does the ITIL concept of 'continual service improvement' focus on?

Accepted Answer

Ongoing measurement and enhancement of IT services and processes

Answer

Hiring more IT staff

Answer

Rolling out new software features

Answer

Reducing help desk headcount

Question 3

In ITIL, what is the role of the Service Desk?

Accepted Answer

To serve as the single point of contact between IT and users for incidents and requests

Answer

To develop new software applications

Answer

To manage vendor contracts

Answer

To perform network infrastructure upgrades

Question 4

What is a Request for Change (RFC) in ITIL Change Management?

Accepted Answer

A formal proposal submitted to request a change to an IT system or service

Answer

A customer complaint about service quality

Answer

An invoice for IT services rendered

Answer

A ticket created by an automated monitoring tool

Question 5

Which ITIL concept describes a temporary fix applied to restore service while a permanent solution is developed?

Accepted Answer

Workaround

Answer

Known Error

Answer

Change freeze

Answer

Post-implementation review

Question 6

What is the purpose of a Post-Implementation Review (PIR) in ITIL?

Accepted Answer

To evaluate whether a change achieved its objectives and identify lessons learned

Answer

To plan future budget requests

Answer

To close all related tickets automatically

Answer

To notify users that maintenance is complete