Online Access Free ITIL.ITIL-Foundation.v2021-09-19.q117 Practice Test (Page 3)

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A.Incident

B.Outcome

C.Change

D.Problem

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

A.Both of the above

B.2 only

C.1 only

D.Neither of the above

Which one of the following is an objective of service catalogue management?

A.Negotiating and agreeing service level agreement

B.Only ensuring that adequate technical resources are available

C.Ensuring that the service catalogue is made available to those approved to access it

D.Negotiating and agreeing operational level agreements

Where are the details of core and enhancing service provided?

A.The configuration management system.

B.The service portfolio.

C.The definitive media library.

D.The service catalogue.

Why is it important for service providers to understand patterns of business activity (PBA)?

A.Demand for the services delivered by service providers are directly influenced by PBA

B.PBA are based on organizational roles and responsibilities

C.IT service providers CANNOT schedule changes until they understand PBA

D.Understanding PBA is the only way to enable accurate service level reporting

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