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ITIL-Foundation Exam Dumps : ITIL Foundation Certification - IT Service Management

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ITIL Foundation Certification - IT Service Management Questions and Answers

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Question 1

What are customers of IT services who do NOT work in the same organization as the service provider known as?

Options:

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

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Question 2

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Options:

A.

Yes: for information purposes, a known error record can be created at any time it is prudent to do so

B.

No: the Known Error should be created before the problem is logged

C.

No: a known error record is created when the original incident is raised

D.

No: a known error record should be created with the next release of the service

Question 3

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

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