58 Practice Online

Question 1

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A : Business services

B : Component services

C : Supporting services

D : Customer services

Answer: C

Question 2

The BEST description of an incident is:

A : An unplanned disruption of service unless there is a backup to that service

B : An unplanned interruption to service or a reduction in the quality of service

C : Any disruption to service whether planned or unplanned

D : Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

Question 3

What BEST defines roles and responsibilities in relation to process and activities?

A : Human resource model

B : Configuration baseline

C : Service model

D : RACI matrix

Answer: D

Question 4

Which statement about the known error database (KEDB. is CORRECT?

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 5

Which statement about stakeholders is TRUE?

A :

Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B : External customers are those who work for the same organization as the IT service provider

C : Internal customers are always charged for the IT services they receive from the IT service provider organization

D :

Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

Answer: A

Name:	ITIL 2011 Foundation
Exam Code:	58
Certification:	Peoplecert ITIL
Vendor:	PEOPLECERT
Total Questions:	328
Last Updated:	May 13, 2024

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