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Exin-ITIL Changed ITIL Questions

Page: 16 / 18
Question 64

Which is a key requirement for a successful service level agreement?

Options:

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics

Question 65

Which practice identifies metrics that reflect a customer experience of a service?

Options:

A.

Continual improvement

B.

Service level management

C.

Service desk

D.

Problem management

Question 66

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

Options:

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

Question 67

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

Options:

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

Page: 16 / 18
Exam Code: ITIL
Exam Name: ITIL Foundation (V4)
Last Update: Jul 12, 2024
Questions: 503
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