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IT Service Management Foundation Practice Questions - For ITIL Foundation exam candidates Second edition by Tony Gannon, Nigel Mear, Steve Mann

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8 SERVICE OPERATION

The answers to questions in this chapter.

SO 01

The ability for service operation to perform effective operational monitoring and control depends on data and information from which of the following processes?

  1. Incident management
  2. Request fulfilment
  3. Event management
  4. Access management

See Guide Chapter 29

SO 02

Which of the following statements regarding a known error are correct?

  1. A known error should be raised when the diagnosis of a problem is complete and there is a workaround available
  2. A known error can be raised as soon as it becomes useful to do so
  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above

See Guide Chapter 27

SO 03

“A warning that a threshold has been reached, something has changed, or a failure has ...

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