VIP Exclusive
ITIL Intermediate Service Operation VIP Practice Exam
ITIL — The ITIL Intermediate Service Operation exam is a qualification issued by AXELOS and administered by accredited bodies such as PeopleCert. It consists of 8 scenario-based, graduated-scoring multiple-choice questions (40 marks total), with a 70% pass mark (28/40) and a 90-minute time limit. This VIP practice set expands that format to 45 scenario-based questions for comprehensive preparation.
54
Questions
90m
Time Limit
70.00%
To Pass
Question 1 of 54👑 VIP
A financial services company is experiencing a high volume of calls to its service desk after deploying a new online banking portal. The service desk manager notices that 60% of calls are from customers who cannot log in because they forgot their PIN. These calls each take approximately 12 minutes to resolve and are handled individually by first-line agents. Which service operation process is BEST suited to reduce this call volume over the long term?
Questions 2–54 and full explanations are VIP-exclusive.