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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

Which of the following service desk organizational structures are described in service operation?

1. Local service desk

2. Virtual service desk

3. IT help desk

4. Follow the sun

Options:

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

Question 3

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Options:

A.

Describes the topography of the hardware

B.

Describes how the configuration items (CIs) work together to deliver the services

C.

Defines which software should be installed on a particular piece of hardware

D.

Defines how version numbers should be used in a release

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