Practice Quiz

IT Service Management Foundation Practice Test

Category - ITIL

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Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?
  1. Operational Level Agreement (OLA)
  2. Service Level Agreement (SLA)
  3. Service Level Requirement (SLR)
  4. Service Catalogue
Explanation
Answer: D - The Service Catalogue is the first document that should be created by a company that is already delivering IT Services but wants to adopt the ITIL framework.

Key Takeaway: The Service Catalogue defines the IT Services that are being provided and will be used as a baseline when comparing what is being delivered to the customer’s requirements. This will expose any gaps that can be filled and any duplicate services.
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