Best ITIL ITIL-Foundation Exam Practice Material Updated on Dec 01, 2023
New ITIL-Foundation Actual Exam Dumps, ITIL Practice Test
NEW QUESTION # 170
Which two elements of financial management for IT services are mandatory?
- A. Costing and charging
- B. Accounting and charging
- C. Budgeting and accounting
- D. Budgeting and charging
Answer: C
NEW QUESTION # 171
Which lifecycle stage defines how value is created and delivered?
- A. Service design
- B. Service strategy
- C. Service operation
- D. Continual service improvement
Answer: B
Explanation:
Explanation
The objectives of service strategy includes :
* An understanding of what strategy is.
* A clear identification of the definition of services and the customers who use them.
* The ability to define how value is created and delivered.
* Means to identify opportunities to provide services and how to exploit them.
* A clear service provision model that articulates how services will be delivered and funded as well as to whom they will be delivered and for what purpose.
NEW QUESTION # 172
Which of the following is best definition of IT service management?
- A. Technical implementation of supporting IT infrastructure components
- B. A complete set of all the documentation required to deliver world class services to customers
- C. An internal service provider that is embedded within a business unit
- D. The implementation and management of quality IT services that meet business needs
Answer: D
NEW QUESTION # 173
Which statement is CORRECT?
- A. The configuration management system is part of the known error database
- B. The configuration management system is part of the configuration management database.
- C. The configuration management system is part of the service knowledge management system.
- D. The service knowledge management system is part of the configuration management system.
Answer: C
NEW QUESTION # 174
What is the primary focus of business capacity management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- B. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- C. Review of all capacity supplier agreements and underpinning contracts with supplier management
- D. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
Answer: D
NEW QUESTION # 175
What are the categories of events described in the ITIL service operation book?
- A. Informational, scheduled, normal
- B. Warning, reactive, proactive
- C. Scheduled, unscheduled, emergency
- D. Informational, warning, exception
Answer: D
NEW QUESTION # 176
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. Where are we now?
- B. Did we get there?
- C. How do we get there?
- D. Where do we want to be?
Answer: D
NEW QUESTION # 177
Which of the following BEST describes service strategies' value to the business?
- A. Reduction in unplanned costs through optimized handling of service outages
- B. Allows higher volumes of successful change
- C. Reduction in the duration and frequency of service outages
- D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
Answer: D
NEW QUESTION # 178
Which of the following would NOT be contained in a release policy?
- A. The risk register for the release
- B. Naming and numbering conventions
- C. Roles and responsibilities for the release
- D. Entry and exit criteria of the release into testing
Answer: A
NEW QUESTION # 179
Which function or process would provide staff to monitor events in an operations bridge?
- A. Request fulfilment
- B. IT operations management
- C. Technical management
- D. Applications management
Answer: B
NEW QUESTION # 180
What BEST describes an important principle of communication in service operation?
- A. It has responsibility for creating policies.
- B. It focuses on creating a relationship between processes and products.
- C. It is efficient, effective and economical for all IT services.
- D. It has an intended purpose or a resultant action.
Answer: C
NEW QUESTION # 181
Which one of the following is the BEST definition of reliability?
- A. The availability of a service or component
- B. The level of risk that affects a service or process
- C. How long a service or configuration item (CI) can perform its function without failing
- D. How quickly a service or component can be restored to normal working order
Answer: C
NEW QUESTION # 182
What are sources of best practice?
- A. Customers, suppliers, advisors
- B. Industry practices, academic research, training and education
- C. Competition, compliance, commitments
- D. Substitutes, regulators, customers
Answer: B
NEW QUESTION # 183
Which of the following statements BEST describes the aims of release and deployment management?
- A. To ensure that each release package specified by service design consists of a set of related assets and service components
- B. To ensure that all changes can be tracked, tested and verified if appropriate
- C. To record and manage deviations, risks and issues related to the new or changed service
- D. To build, test and deliver the capability to provide the services specified by service design
Answer: D
NEW QUESTION # 184
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
- A. 2 and 4 only
- B. 3 and 4 only
- C. All of the above
- D. 2 only
Answer: A
NEW QUESTION # 185
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
- A. 2, 3 and 4 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 2 and 4 only
Answer: B
NEW QUESTION # 186
Which of the following is NOT a valid objective of problem management?
- A. To eliminate recurring incidents
- B. To manage problems throughout their lifecycle
- C. To prevent problems and their resultant Incidents
- D. To restore service to a user
Answer: D
NEW QUESTION # 187
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- A. Incident management, service desk, request fulfilment, access management, and event management
- B. Event management, incident management, change management, and access management
- C. Event management, incident management, problem management, request fulfilment, and access management
- D. Incident management, problem management, service desk, request fulfilment, and event management
Answer: C
NEW QUESTION # 188
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. Testing the tool and training process managers on using the process
- B. Training tool administrators how to manage tools and monitoring tool performance in operational environment
- C. Development or purchase of tools and deployment of the process
- D. Development or purchase of tools and deployment of the tools
Answer: C
NEW QUESTION # 189
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
- A. 1 and 2 only
- B. 1 and 3 only
- C. All of the above
- D. 2 and 3 only
Answer: C
NEW QUESTION # 190
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
- A. 1 and 2 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 2 and 4 only
Answer: B
NEW QUESTION # 191
Which one of the following is the BEST definition of the term 'service management'?
- A. A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
- B. The management of functions within an organization to perform certain activities
- C. A set of specialized organizational capabilities for providing value to customers in the form of services
- D. Units of organizations with roles to perform certain activities
Answer: C
NEW QUESTION # 192
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