Free ITIL ITIL-Foundation Exam Dumps Questions & Answers

Which is a reason why incident management interfaces with service level management?

• A.  To ensure that incident resolution times are aligned with business needs
• B.  To ensure that the status of faulty configuration items (CI) is recorded
• C.  To ensure that incident workarounds are acceptable to the customers
• D.  To ensure that problem records are circulated to all customers

Which describes an interface of incident management with service level management?

• A.  The status of faulty Cis
• B.  Incident response times
• C.  Creating a problem record
• D.  Incident workarounds

Which of the following is the BEST reason for categorizing incidents?

• A.  To ensure service levels are met and breaches of agreements are avoided
• B.  To identify whether the user is entitled to log an incident for this particular service
• C.  To enable the incident management database to be partitioned for greater efficiency
• D.  To establish trends for use in problem management and other IT service management (ITSM) activities

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

• A.  Service transition
• B.  Service strategy
• C.  Service design
• D.  Service operation

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

• A.  A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
• B.  A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
• C.  The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
• D.  An agreement between an IT service provider and another part of the same organization that assists with the provision of services