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Exam Code: ITILFND (2024 Version)
Exam Name: ITIL Foundation (syllabus 2011)
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Q131. Which one of the following statements about incident reporting and logging is CORRECT? A. Incidents can only be reported by users B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service C. All calls to the service desk must be logged as incidents D. Incidents reported by technical staff must also be logged as problems Answer: B Q132.
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Q91. What is a RACI model used for? A. Performance analysis B. Recording configuration items C. Monitoring services D. Defining roles and responsibilities Answer: D Q92. Which one of the following is the BEST description of a relationship in service asset and configuration management? A. Describes the topography of the hardware B. Describes how the configuration items (CIs) work together
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Q41. Which of the following is the BEST description of a service-based service level agreement (SLA)? A. The SLA covers one service, for all the customers of that service B. The SLA covers an individual customer group for all services they use C. An SLA that covers all customers for all services D. An SLA for a service with no customers Answer: A Q42. What is the name of the group that sho
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Q31. What are the three service provider business models? A. Internal service provider, outsourced 3rd party and off-shore party B. Internal service operations provider, external service operations provider, shared service unit C. Internal service provider, external service provider, outsourced 3rd party D. Internal service provider, external service provider, shared service unit Answer: D
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