Adaface Sample ITIL Questions

City Mont school is looking to build a service to automatically fulfill food coupon orders for the staff members. Currently food coupons are filled manually by the cafeteria head once an order is received from a staff member by copy-pasting the coupon number from a spreadsheet into an email template and sending the emails out to the staff members. To automate this process, the project lead first takes an inventory of current services, procedures and processes that are being used by the cafeteria head to see if it is possible to reuse them. What guiding principle best describes this scenario?

A: Focus on value
            B: Collaborate and promote visibility
            C: Start where you are
            D: Keep it simple and practical

A retail company's IT department has identified the following problems. Based on the criteria below, which problem should be addressed FIRST?
            
            Criteria for Financial Impact:
            - High: >$100,000 potential loss
            - Medium: $50,000-$100,000 potential loss
            - Low: <$50,000 potential loss
            
            Criteria for Frequency:
            - High: >10 incidents per week
            - Medium: 5-10 incidents per week
            - Low: <5 incidents per week

A: Intermittent POS system crashes causing $20,000 loss per week, occurring 12 times per week
            B: ERP system performance degradation causing $75,000 loss per month, occurring 6 times per week
            C: Data center cooling system fluctuations causing $150,000 potential loss over the year, occurring 3 times per week
            D: Website payment gateway timeouts causing $40,000 loss per week, occurring 8 times per week
            E: Inventory system synchronization delays causing $60,000 loss per month, occurring 4 times per week

An organization is planning a major ERP system release. Given the following risk assessment data, which mitigation strategy should be prioritized FIRST?
            
            Risk Assessment Data:
            
            1. Database corruption during migration
                - Probability: 15%
                - Impact: Complete system failure
                - Recovery time: 48 hours
                - Financial loss: $200,000
            
            2. Integration failure with legacy systems
                - Probability: 35%
                - Impact: Partial functionality loss
                - Recovery time: 24 hours
                - Financial loss: $150,000
            
            3. User access issues
                - Probability: 60%
                - Impact: Productivity loss
                - Recovery time: 8 hours
                - Financial loss: $75,000
            
            4. Performance degradation
                - Probability: 45%
                - Impact: Slow processing
                - Recovery time: 12 hours
                - Financial loss: $100,000

A: Create comprehensive database backup and test restoration procedures
            B: Implement automated user access provisioning system
            C: Conduct extensive integration testing with all legacy systems
            D: Deploy additional server capacity for performance management
            E: Delay the release until all risks are below 25% probability

Which of the following scenarios should be classified as a Service Request rather than an Incident?

A: User's computer won't start
            B: User cannot log into their account despite correct password
            C: Email server is responding slowly
            D: Printer is showing error messages
            E: User needs a password reset for their account