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Question 28

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

Question 29

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

Options:

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

Question 30

What is required by all service desk staff?

Options:

A.

Excellent technical knowledge

B.

Root cause analysis skills

C.

Demonstration of emotional intelligence

D.

Knowledge of telephony technology

Question 31

Which is an example of improving service utility using service management automation?

Options:

A.

Pre-determined routing of a service request

B.

Reducing the time to compile service data

C.

Monitoring service availability

D.

Faster resource allocation

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