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ITIL-Foundation - ITIL Foundation Certification - IT Service Management

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ITIL-Foundation Questions and Answers

Question # 1

Which one of the following statements about incident reporting and logging is CORRECT?

A.

Incidents can only be reported by users

B.

Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

C.

All calls to the service desk must be logged as incidents

D.

Incidents reported by technical staff must also be logged as problems

Question # 2

What are the categories of events described in the ITIL service operation book?

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Question # 3

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A.

Service level management

B.

Service catalogue management

C.

Demand management

D.

Service transition

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