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  • Questions: 324 Q&A's With Detailed Explanation
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  • Exam Name: ITIL Foundation Certification - IT Service Management
  • Last Update: 17-Jul-2024
  • Questions and Answers: 324
  • Single Choice: 324 Q&A's

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ITIL-Foundation Questions and Answers

Question # 1

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

Question # 2

What guidance does ITIL give on the frequency of production of service reporting?

A.

Service reporting intervals must be defined and agreed with the customers

B.

Reporting intervals should be set by the service provider

C.

Reports should be produced weekly

D.

Service reporting intervals must be the same for all services

Question # 3

Hierarchic escalation is BEST described as?

A.

Notifying more senior levels of management about an incident

B.

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

C.

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

D.

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

Question # 4

Which of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

A.

1 only

B.

Both of the above

C.

2 only

D.

Neither of the above

Question # 5

Which of the following is NOT a valid objective of problem management?

A.

To prevent problems and their resultant Incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

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