ITIL Exin Exam Lab Questions

ITIL Foundation (syllabus 2011) Questions and Answers

Question 13

Which practice owns and manages issues, queries and requests from users?

Service desk

Problem management

Incident management

Change control

Question 14

How should automation be implemented?

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

Question 15

Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

Question 16

What type of change is MOST likely to be managed by the 'service request management' practice?

An emergency change

A normal change

An application change

A standard change