Changed ITIL-Foundation Exam Questions

ITIL Foundation Certification - IT Service Management Questions and Answers

Question 13

Which process is responsible for providing the rights to use an IT service?

Incident management

Access management

Change management

Request fulfillment

Question 14

Which of the following statements BEST describes the aims of release and deployment management?

To build, test and deliver the capability to provide the services specified by service design

To ensure that each release package specified by service design consists of a set of related assets and service components

To ensure that all changes can be tracked, tested and verified if appropriate

To record and manage deviations, risks and issues related to the new or changed service

Question 15

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

Service level management

Service portfolio management

Request fulfilment

Demand management

Question 16

Service transition contains detailed descriptions of which processes?

Change management, service asset and configuration management, release and deployment management

Change management, capacity management event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfilment