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ITILF – ITIL Foundation (ITILF)

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Showing 7–9 of 11 questions

Question 7

What should be documented as part of every process?

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    The process owner, process policy and set of process activities
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    The service owner, service level agreement and set of process procedures
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    The policy owner, operational level agreement and set of process steps
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    The service manager, service contract and set of work instructions
Question 8

Which of the following statements about incident reporting and logging is CORRECT?

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    Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
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    Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
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    All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
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    Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services
Question 9

Which is an outcome of service design?

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    User training and awareness for the service is maximized
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    Services and operational quality are enhanced
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    Standard Services are provided quickly and efficiently across the business
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    Expectations setting of all stakeholders for the services improved