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Exin ITIL Based on Real Exam Environment

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Question 60

Which statement about the steps to fulfill a service request is CORRECT?

Options:

A.

They should be complex and detailed

B.

They should be well-known and proven

C.

They should include incident handling

D.

They should be brief and simple

Question 61

What are the MOST important skills required by service desk staff?

Options:

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

Question 62

How does information about problems and known errors contribute to 'incident management'?

Options:

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

Question 63

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Options:

A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

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Exam Code: ITIL
Exam Name: ITIL Foundation (syllabus 2011)
Last Update: Apr 26, 2024
Questions: 503
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