Online Access Free ITIL.ITIL-Foundation.v2021-09-19.q117 Practice Test (Page 12)

ITIL-Foundation Exam Question 51

Which of the following BEST describes a service level agreement (SLA.?

A.The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

B.A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

C.An agreement between an IT service provider and another part of the same organization that assists with the provision of services

D.A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties

ITIL-Foundation Exam Question 52

Which one of the following is the BEST definition of an event?

A.Reducing or eliminating the cause of an incident or problem

B.Any change of state that has significance for the management of a configuration item (CI) or IT service

C.An unplanned interruption to an IT service or a reduction in the quality of an IT service

D.The unknown cause of one or more incidents that have an impact on an IT service

ITIL-Foundation Exam Question 53

Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

A.Both of the above

B.1 only

C.Neither of the above

D.2 only

ITIL-Foundation Exam Question 54

What do major incidents require?

A.Separate procedures.

B.Less urgency

C.Less documentation

D.Longer timescales

ITIL-Foundation Exam Question 55

What is the best description of an external customer?

A.Customers who are not part of the same organization as the service provider

B.Anyone who gets charged for the delivered services

C.Someone who works in the same organization but in a different business unit to the service provider

D.Customers for whom the cost of the service is the primary driver

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ITIL-Foundation Exam Question 51

ITIL-Foundation Exam Question 52

ITIL-Foundation Exam Question 53

ITIL-Foundation Exam Question 54

ITIL-Foundation Exam Question 55

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