ITIL Foundation Online Practice Test

a) To prevent security breaches in mission critical services

c) To allow service design to cut costs

d) To prevent breaches of service level agreements (SLAs)

a) Service level management

c) Change management

d) Event management

b) Anything that the customer wants and is prepared to pay for

c) Any request or demand that is entered by a user via a self-help web-based interface

d) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeti

b) Passing an incident to people with a greater level of technical skill

c) Using more senior specialists than necessary to resolve an incident to maintain customer satisfaction

d) Failing to meet the incident resolution times specified in a service level agreement