Free Access ITIL.ITIL-Foundation.v2022-02-06.q106 Practice Test (Page 5)

Question 16

What is the CORRECT definition of service management?

A.A set of specialised organisational capabilities for delivering value to customers in the form of services

B.A group of events that meet the demand from customers for services that they receive

C.A set of specialised assets for transitioning services into the live operational environment

D.A group of people that manages services to fulfil the needs of users and customers

Question 17

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

A.Corporate, customer, service

B.Technology, customer, user

C.Service,user, IT

D.Corporate, customer, technology

Question 18

What are customers of IT services who work in the same organization as the service provider known as?

A.Strategic customers

B.Valued customers

C.External customers

D.Internal customers

Question 19

Which of the following correctly states the relationship between urgency, priority and impact?

A.Urgency should be based on impact and priority

B.Impact, priority and urgency are independent of each other

C.Impact should be based on urgency and priority

D.Priority should be based on impact and urgency

Question 20

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

A.Both of the above

B.Neither of the above

C.1 only

D.2 only

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Question 16

Question 17

Question 18

Question 19

Question 20

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