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ITIL-Foundation Exam Questions


Question # 1


Which is responsible for the production of the service design package (SDP)?

A.

Service portfolio management

B.

Service catalogue management

C.

Design coordination

D.

Service design



Service design





Question # 2


Which function is responsible for the closure of an incident record?

A.

Event management

B.

The service desk

C.

Either the service desk or an appropriate third party engineer

D.

Any appropriate function



The service desk





Question # 3


How are groups, teams, departments and divisions classified?

A.

Processes

B.

Functions

C.

Roles

D.

Technicians



Functions





Question # 4


What BEST defines IT service management?

A.

An organization supplying services to only external customers.

B.

The customer of an IT Service provider who defines and agrees the service targets.

C.

The implementation and management of quality IT services that meet business needs.

D.

The resources that are utilized to provide value to customers through services.



The implementation and management of quality IT services that meet business needs.





Question # 5


An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service.
What has taken place?

A.

A functional escalation

B.

A service level escalation

C.

An incident resolution

D.

A hierarchic escalation



A hierarchic escalation




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Exam Code: ITIL-Foundation
Exam Name: ITIL® Foundation

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