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1. A client asks how a service request (SR) can be initiated into a workflow. What are two methods for
accomplishing this? (Choose two.)
A. An SR can be manually submitted to workflow by selecting the SR on the list tab.
B. An SR can be automatically submitted to workflow by using an action on an escalation.
C. An SR can be manually submitted to workflow by selecting the Change Status toolbar icon.
D. An SR can be manually submitted to workflow by selecting the Route Workflow toolbar icon.
E. An SR can be automatically submitted to workflow by using an notification on an escalation.
Answer: BD

2. An IT department indicates that their users do not have a good understanding of what the IT
department does. Which ITIL construct can help the IT department resolve this?
A. Help Desk
B. Service Catalog
C. Problem Management
D. Service Level Agreements
Answer: B

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