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ITIL-Foundation Practice Questions

Question # 1

Whichof the following is NOT an objective of Continual Service Improvement?

A.

Review and analyze Service Level Achievement results

B.

Identify activities to improve the efficiency of service management processes

C.

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.

Conduct activities to deliver and manage services at agreed levels to business users



D.

Conduct activities to deliver and manage services at agreed levels to business users



Question # 2

Which problem management activity ensures that a problem can beeasily tracked and management
information can be obtained?

A.

Categorization

B.

Detection

C.

Prioritization

D.

Escalation



A.

Categorization



Question # 3

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk isusually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above



D.

All of the above



Question # 4

WhatBESTdefines serviceability?

A.

How quickly a service or component can be restored to normal working order

B.

How long a service orcomponent can perform its agreed function without failure

C.

The ability of a third-party supplier to meet the terms of its contract

D.

The part of the business process that is critical to providing the service



C.

The ability of a third-party supplier to meet the terms of its contract



Question # 5

Which of the followingidentify the purpose of business relationship management?

1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A.

Both of the above

B.

1 only

C.

2 only

D.

Neither of the above



A.

Both of the above



Question # 6

Which of the following is the best definition of service management?

A.

The ability to keep services highly available to meet the business needs

B.

A set ofspecialized organizational capabilities for providing value to customers in the form of services

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers



B.

A set ofspecialized organizational capabilities for providing value to customers in the form of services



Question # 7

Which of the following would NOT be contained in a release policy?

A.

Naming and numbering conventions

B.

Entry and exit criteria of the release into testing

C.

Roles and responsibilities for the release

D.

The risk register for the release



D.

The risk register for the release



Question # 8

What is a RACI model used for?

A.

Performance analysis

B.

Recording configuration items

C.

Monitoring services

D.

Defining roles and responsibilities



D.

Defining roles and responsibilities



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Exin ITIL-Foundation Exam Dumps

Exam Name: ITIL® Foundation
Certification Name: ITIL Foundation

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  • Total Questions: 324
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