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ITIL Foundation Questions and Answers

Question 33

Hierarchic escalation is BEST described as?

Options:

Notifying more senior levels of management about an incident

Passing an incident to people with a greater level of technical skill

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Failing to meet the incident resolution times specified in a service level agreement

Question 34

Which of these should a change model include?

1. The steps that should be taken to handle the change

2. Responsibilities; who should do what, including escalation

3. Timescales and thresholds for completion of the actions

4. Complaints procedures

Options:

1,2 and 3 only

All of the above

1 and 3 only

2 and 4 only

Question 35

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of IT services to be provided

2: Monitoring, measuring and reporting the actual level of services provided

3: Monitoring and improving customer satisfaction

4: Identifying possible future markets that the service provider could operate in

Options:

1, 2 and 3 only

1 and 2 only

1, 2 and 4 only

All of the above

Question 36

Which of the following are types of service defined in ITIL?

1. Enabling

2. Core

3. Enhancing

4. Computer

Options:

1, 3 and 4 only

2, 3 and 4 only

1, 2 and 4 only

1, 2 and 3 only

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ITIL Foundation Questions and Answers

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