Free ITIL Exam Dumps

Question 111

Which one of the following statements is CORRECT?

A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database

Correct Answer:C

Question 112

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

A. Customer level
B. Service level
C. Corporate level
D. Configuration level

Correct Answer:D

Question 113

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner
B. The process owner
C. The service owner
D. The process manager

Correct Answer:B

Question 114

Customer perceptions and business outcomes help lo define what?

A. The value off a service
B. Governance
C. Total cost of ownership (TCO}
D. Key performance indicators (KPIs}

Correct Answer:A

Question 115

Which of the following are included within Release and Deployment Models?
1} Roles and responsibilities
2} Template release and deployment
3} Supporting systems, tools and procedures.
4} Handover activities and responsibilities

A. 1, 2 and 3 only.
B. 2, 3 and 4 only.
C. All of the above
D. 1 and 4 only.

Correct Answer:C

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