Foundation Certificate in IT Service Management Itil Practice Questions

In ITIL, what does the term "incident" refer to?

• AA. A performance issue
• BB. A planned change
• CC. An unplanned disruption
• DD. A service request

Which ITIL phase focuses on defining customer requirements?

• AA. Service Transition
• BB. Service Operation
• CC. Service Design
• DD. Service Strategy

Which ITIL practice is responsible for managing the lifecycle of all changes?

• AA. Problem Management
• BB. Change Management
• CC. Incident Management
• DD. Service Configuration Management

What is a known error in ITIL terminology?

• AA. A service failure
• BB. A resolved incident
• CC. A recurring incident
• DD. A problem with a workaround

What is the main focus of Service Operation in ITIL?

• AA. Retiring services
• BB. Planning services
• CC. Delivering services
• DD. Designing services