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Free ITILFND-2011 Exam Braindumps (page: 24)

Page 23 of 130
PDF with 519 Questions

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  1. A change
  2. A change model
  3. A change request
  4. A change advisory board

Answer(s): A



Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

  1. All of the above
  2. 1, 2 and 3 only
  3. 2 and 4 only
  4. 3 and 4 only

Answer(s): B



Which of the following BEST describes a problem?

  1. An issue reported by a user
  2. The cause of two or more incidents
  3. A serious incident which has a critical impact to the business
  4. The cause of one or more incidents

Answer(s): D



Which one of the following is concerned with policy and direction?

  1. Capacity management
  2. Governance
  3. Service design
  4. Service level management

Answer(s): B






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