ITIL Foundation Certification - IT Service Management - ITIL-Foundation FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Urgent change board B. Technical management C. Urgent change authority D. Emergency change advisory board

Discussion 0

Correct Answer: D Vote an answer

Question 2

The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A. Corporate level B. Configuration level C. Service level D. Customer level

Discussion 0

Correct Answer: B Vote an answer

Question 3

What BEST describes the purpose of analyzing risk?

A. To review remediation planning B. To assess impact and urgency C. To review transition planning D. To assess impact and probability

Discussion 0

Correct Answer: D Vote an answer

Question 4

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A. Did we get there? B. Where are we now? C. How do we get there? D. Where do we want to be?

Discussion 0

Correct Answer: D Vote an answer

Question 5

What is the BEST description of a change proposal?

A. An authorised change submitted to release and deployment B. An RFC that must be implemented as soon as possible C. A justification for a change with significant cost or risk D. Any request for change (RFC. submitted to change management

Discussion 0

Correct Answer: C Vote an answer

Question 6

Which statement about stakeholders is

A. External customers are those who work for the same organization as the IT service provider B. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement C. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization D. Internal customers are always charged for the IT services they receive from the IT service provider organization

Discussion 0

Correct Answer: C Vote an answer

Question 7

Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

A. All of the above B. 1 and 2 only C. 1 and 3 only D. 3 only

Discussion 0

Correct Answer: C Vote an answer

Question 8

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. Change baseline B. Configuration baseline C. Asset baseline D. Project baseline

Discussion 0

Correct Answer: B Vote an answer

Question 9

Which one of the following would NOT be defined as part of every process?

A. Inputs and outputs B. Metrics C. Functions D. Roles

Discussion 0

Correct Answer: C Vote an answer

Question 10

Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilities B. Understanding PBA is the only way to enable accurate service level reporting C. Demand for the services delivered by service providers are directly influenced by PBA D. IT service providers CANNOT schedule changes until they understand PBA

Discussion 0

Correct Answer: C Vote an answer

Question 11

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. Return on investment (ROI), value on investment (VOI), quality B. Technology, process and service C. Critical success factors (CSFs), key performance indicators (KPIs), activities D. Strategic, tactical and operational

Discussion 0

Correct Answer: B Vote an answer