Free Access ITIL.ITIL-Foundation.v2022-06-26.q116 Practice Test (Page 5)

Question 16

What service could include a differentiation as an "excitement factor"?

A.A core service

B.A packaged service

C.An enabling service

D.An enhancing service

Question 17

Which is responsible for the production of the service design package (SDP)?

A.Service portfolio management

B.Service design

C.Design coordination

D.Service catalogue management

Question 18

Which statement about the known error database (KEDB. is

A.It is maintained by incident management and contains solutions to be implemented by problem Management

B.It is maintained by the service desk and updated with the details of each new incident

C.It is a part of the configuration management database (CMDB. and contains workarounds

D.It is maintained by problem management and is used by the service desk to help resolve incidents

Question 19

Which of the following is the correct definition of an outcome?

A.The results specific to the clauses in a service level agreement (SLA)

B.All the accumulated knowledge of the service provider

C.The result of carrying out an activity, following a process or delivering an IT service

D.All incidents reported to the service desk

Question 20

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A.Regulators

B.Stakeholders

C.Accreditors

D.Employers

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