Exin ITIL-F - ITIL® Foundation

Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of IT services to be provided

2: Monitoring, measuring and reporting the actual level of services provided

3: Monitoring and improving customer satisfaction

4: Identifying possible future markets that the service provider could operate in

Which of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

Which process is responsible for discussing reports with customers showing whether services have met their targets?

Where would you expect incident resolution targets to be documented?

Which one of the following is NOT a valid purpose or objective of problem management?

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

The remediation plan should be evaluated at what point in the change lifecycle?

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found