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ITIL Foundation Questions and Answers

Question 9

Which process would you MOST expect to be involved in the management of underpinning contracts?

Change management

Service catalogue management

Supplier management

Release and deployment management

Question 10

Which process includes business, service and component sub-processes?

Capacity management

Incident management

Service level management

Financial management

Question 11

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 12

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

Data

Information

Knowledge

Governance