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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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13 SAMPLE QUESTIONS FROM ACROSS THE LIFECYCLE

The answers to questions in this chapter.

To finish the book, here are some questions taken at random from across the service lifecycle.

A 01

A user calls the service desk to report that following the installation of a new version of the PC operating system their PC is running slowly.

After logging the call, what action should the service desk take?

  1. Refer it to capacity management because it could be evidence of a performance problem
  2. Process it as an Incident using the incident management process
  3. Refer it to the change manager because it may be that the change was not implemented correctly
  4. Refer it to the service level manager as it may cause a breach to the SLA

See Guide Chapter 24

A 02

Which ...

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