ITIL Foundations v3 Sample Exam 1 Questions With Correct Answers
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Course
ITIL Foundations v3
Institution
ITIL Foundations V3
ITIL Foundations v3 Sample Exam 1
Questions With Correct Answers
What types of changes are NOT usually included within the scope of change management?
a) Changes to a minaframe computer
b) Changes to business strategy
c) Changes to a service level agreement (SLA)
d) The retirement of a servic...
d) Incident management - answer✔Answer is C. Part of the SACM's purpose is to maintain
accurate information about assets, including the relationship between assets
What is the RACI model used for?
a) Documenting the roles and responsibilities of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analysing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of service management -
answer✔Answer is A. RACI is a responsiblity model used by ITIL to help define roles and
responsibilities.
Which of the following is the BEST description of an operational level agreement (OLA)?
a) An agreement between an IT service provider and another part of the same orgazation that
assists in the provision of services
b) A written agreement between the IT Service provider and their customer(s) defining key
targets and responsibilities of both parties
c) An agreement between two service providers about the levels of service required by the
customer
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