[Apr 02, 2022] Download Free ITIL ITIL-Foundation Real Exam Questions
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NEW QUESTION 90
Where should incident resolution targets to be documented?
- A. A service level agreement (SLA.
- B. A request for change (RFC.
- C. The service portfolio
- D. A service description
Answer: A
NEW QUESTION 91
Which one of the following is concerned with policy and direction?
- A. Service design
- B. Capacity management
- C. Governance
- D. Service level management
Answer: C
NEW QUESTION 92
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Employers
- B. Accreditors
- C. Stakeholders
- D. Regulators
Answer: C
NEW QUESTION 93
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
- A. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
- B. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
- C. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
- D. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
Answer: A
NEW QUESTION 94
Which of the following in NOT an objectives of the operations management function?
- A. Maintenance of status quo to achieve stability of day to day processes and activities
- B. Swift application of skills to diagnose any IT Operations failures that occur
- C. Delivering Operational improvements to achieve reduced costs.
- D. Management of the definitive media library (DML)
Answer: B
NEW QUESTION 95
Which of the following is NOT an objective of service transition?
- A. To provide training and certification in project management
- B. To ensure that a service can be managed, operated and supported
- C. To plan and manage the capacity and resource requirements to manage a release
- D. To provide quality knowledge and information about services and service assets
Answer: A
NEW QUESTION 96
What is the PRIMARY process for strategic communication with the service provider's customers?
- A. Service desk
- B. Service catalogue management
- C. Business relationship management
- D. Service portfolio management
Answer: C
NEW QUESTION 97
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
- A. 2 and 3 only
- B. 1 only
- C. All of the above
- D. 1, 2 and 4 only
Answer: C
NEW QUESTION 98
Which of the following is the best definition of service management?
- A. An internationally recognized methodology to provide valuable services to customers
- B. A complete set of all the documentation required to deliver world class services to customers
- C. A set of specialized organizational capabilities for providing value to customers in the form of services
- D. The ability to keep services highly available to meet the business needs
Answer: C
NEW QUESTION 99
Which statement about the known error database (KEDB. is
- A. It is a part of the configuration management database (CMDB. and contains workarounds
- B. It is maintained by incident management and contains solutions to be implemented by problem Management
- C. It is maintained by the service desk and updated with the details of each new incident
- D. It is maintained by problem management and is used by the service desk to help resolve incidents
Answer: D
NEW QUESTION 100
Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?
- A. Development or purchase of tools and deployment of the tools
- B. Training tool administrators how to manage tools and monitoring tool performance in operational environment
- C. Testing the tool and training process managers on using the process
- D. Development or purchase of tools and deployment of the process
Answer: D
NEW QUESTION 101
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Continual service improvement
- B. Service strategy
- C. Service transition
- D. Service operation
Answer: A
NEW QUESTION 102
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
- A. Data
- B. Knowledge
- C. Information
- D. Governance
Answer: B
NEW QUESTION 103
Which service lifecycle stage supports the creation of a portfolio of quantified services?
- A. Service design
- B. Service strategy
- C. Service level management
- D. Service operation
Answer: B
NEW QUESTION 104
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- A. The supplier management
- B. The service level management
- C. The service catalogue management
- D. The IT service continuity management
Answer: A
NEW QUESTION 105
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
- A. 1 and 2 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. All of the above
Answer: D
NEW QUESTION 106
Which process analyses services that are no longer viable and when they should be retired?
- A. Business relationship management
- B. Service portfolio management
- C. Change management
- D. Service level management
Answer: B
NEW QUESTION 107
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
- A. Service asset and configuration management
- B. Change management
- C. Service level management
- D. Incident management
Answer: A
NEW QUESTION 108
What is the best description of an external customer?
- A. Someone who works in the same organization but in a different business unit to the service provider
- B. Customers for whom the cost of the service is the primary driver
- C. Anyone who gets charged for the delivered services
- D. Customers who are not part of the same organization as the service provider
Answer: D
NEW QUESTION 109
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