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Free ITILFND-2011 Exam Braindumps (page: 22)

Page 21 of 130
PDF with 519 Questions

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

  1. Incidents can only be reported by users
  2. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
  3. All calls to the service desk must be logged as incidents
  4. Incidents reported by technical staff must also be logged as problems

Answer(s): B



Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  1. Internal
  2. External
  3. Service desk
  4. Shared services unit

Answer(s): C



The remediation plan should be evaluated at what point in the change lifecycle?

  1. Before the change is approved
  2. Immediately after the change has failed and needs to be backed out
  3. After implementation but before the post implementation review
  4. After the post implementation review has identified a problem with the change

Answer(s): A



Which of the following is the best definition of IT service management?

  1. An internal service provider that is embedded within a business unit
  2. A complete set of all the documentation required to deliver world class services to customers
  3. Technical implementation of supporting IT infrastructure components
  4. The implementation and management of quality IT services that meet business needs

Answer(s): D






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