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Foundation Certificate in IT Service Management
#Question
What common tool is used to track incidents in ITIL?
A.Knowledge Management Systems
B.Financial Management Tools
C.Configuration Management Database
D.Service Desk Software
Correct Answer:
D
Service Desk Software is commonly used in ITIL to track incidents and manage user requests efficiently.
#Question
Why is continual service improvement important in ITIL?
A.It documents all changes
B.It prevents all incidents
C.It identifies opportunities for enhancements
D.It is irrelevant to service management
Correct Answer:
C
Continual service improvement is important as it identifies opportunities for enhancing service quality and effectiveness based on evaluations and feedback.
#Question
What is a primary goal of service asset and configuration management?
A.To increase service costs
B.To manage assets throughout their lifecycle
C.To reduce service downtime
D.To simplify user experience
Correct Answer:
B
The primary goal of service asset and configuration management is to manage all assets throughout their lifecycle to support effective service management.
#Question
What role does a service desk agent play during a major incident?
A.Approves service changes
B.Documents change requests
C.Resolves all user issues
D.Central point of communication for status updates
Correct Answer:
D
During a major incident, the service desk agent acts as the central point of communication, keeping users informed of status updates.
#Question
Which document outlines the expectations of service delivery between a provider and a customer?
A.Change Request
B.Incident Report
C.Service Catalog
D.Service Level Agreement (SLA)
Correct Answer:
D
A Service Level Agreement (SLA) outlines the expected service delivery standards between the provider and the customer.
#Question
What does the term "service readiness" indicate in ITIL?
A.Services are currently in use
B.Services are in high demand
C.Services are being decommissioned
D.Services are ready for launch
Correct Answer:
D
Service readiness indicates that the services are thoroughly assessed and prepared for launch to users.
#Question
What is the main objective of a change management process?
A.To document incidents
B.To oversee daily operations
C.To implement all requests quickly
D.To control changes minimizing their impact
Correct Answer:
D
The main objective of change management is controlling changes while minimizing their impact on service delivery.
Foundation Certificate in IT Service Management
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