Exin ITILFND Exam Questions


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Exam Name:ITIL Foundation (v4)

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Exin ITILFND Exam Questions


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ITILFND Exam Sample Questions:



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 functional escalation

 

A service level escalation

 

An incident resolution

 

A hierarchic escalation


A hierarchic escalation






The value created by a service is defined in terms of business outcomes, customer preferences, and which
other element?

 

Customer assets

 

Customer perceptions

 

Business activity

 

Business vision


Business vision






ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

 

Service Units

 

Business Units

 

Service Providers

 

Customers


Service Providers






Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

 

Following a full change advisory board (CAB) to resolve any outstanding agenda items.

 

During peak or holiday periods when emergencies are more likely to occur.

 

In an emergency when it is not possible to convene a full CAB.

 

Outside the normal working hours of the business unit.


In an emergency when it is not possible to convene a full CAB.






Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

 

Technology, customer, user

 

Corporate, customer, service

 

Corporate, customer, technology

 

Service,user, IT


Corporate, customer, service




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