ITIL Foundation
Last Update May 19, 2024
Total Questions : 324
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A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Which one of the following is the BEST definition of the term 'service management'?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Which one of the following is the BEST definition of the term ‘service management’?
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
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which one of the following is the BEST description of a service level agreement (SLA)?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident
Which process is responsible for low risk, frequently occurring, low cost changes?
In which document would you expect to see an overview of actual service achievements against targets?
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
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
How many people should be accountable for a process as defined in the RACI model
The remediation plan should be evaluated at what point in the change lifecycle?
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Which of the following BEST describes service strategies' value to the business?
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
TESTED 19 May 2024
