ITIL Foundation Level ITIL-Foundation Book

ITIL Foundation Certification - IT Service Management Questions and Answers

Question 37

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

User

Customer

Supplier

Administrator

Question 38

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A service object

An incident

A change

A known error

Question 39

What are underpinning contracts used to document?

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

Question 40

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A capacity database

A definitive media library

A request for change

A known error database