ITIL Foundation Certification - IT Service Management
Last Update May 15, 2024
Total Questions : 324
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Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which is an example of improving service utility using service management automation?
An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service.
What has taken place?
Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which of the following is NOT one of the five individual aspects of service design?
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'?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
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
Which one of the following activities does application management perform?
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 options is a hierarchy that is used in knowledge management?
Which of the following is NOT an objective of Continual Service Improvement?
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Which one of the following is NOT an aim of the change management process?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
How many people should be accountable for a process as defined in the RACI model
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
Which one of the following statements about incident reporting and logging is CORRECT?
Which of the following is the BEST description of a service-based service level agreement (SLA)?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
TESTED 15 May 2024
