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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

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

What has taken place within the SLA target?

Options:

A.

A functional escalation

B.

A service level escalation

C.

An incident resolution

D.

A hierarchic escalation

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Question 2

In service design, which term describes services, technologies and tools?

Options:

A.

People

B.

Partners

C.

Products

D.

Processes

Question 3

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

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