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ITIL Foundation Certification - IT Service Management Questions and Answers

Question 41

Which is the BEST definition of a supplier?

It is a third party responsible for supplying goods or services that are required to deliver IT services

It is a shared services unit that is responsible for supplying goods or services that are required to

deliver IT services

It is a third party with responsibility for supplying goods or services that is agreed through an

operational level agreement

It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

Question 42

What is a characteristic of a process?

It requires a specific tool

It is performance driven and measureable

It provides generic technical skills and resources

It does not react to a specific trigger

Question 43

A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.

What has taken place within the SLA target?

A functional escalation

A service level escalation

An incident resolution

A hierarchic escalation

Question 44

Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

Technology, customer, user

Corporate, customer, service

Corporate, customer, technology

Service, user, IT