ITIL Foundation (syllabus 2011)
Last Update May 1, 2024
Total Questions : 503
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What type of change is often used for resolving incidents or implementing security patches?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which is described by the ‘organizations and people’ dimension of service management?
Which of the following is the MOST important for effective incident management?
Which service value chain activity deals with the purchase of new products?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
What ensures that a service provider and a service consumer continually co-create value?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
For which purpose would the continual improvement practice use a SWOT analysis?
Which activity is NOT recommended by the start where you are' guiding principle?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which term is used to describe removing something that could have an effect on a service?
Which practice provides support for managing feedback, compliments and complaints from users?
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
How does information about problems and known errors contribute to 'incident management'?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
When should a full risk assessment and authorization be carried out for a standard change?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
What describes how components and activities work together to facilitate value creation?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
How are target resolution times used in the 'incident management' practice?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
What can be described as an operating model for the creation and management of products and services?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which dimension of service management considers the workflows and controls needed to deliver services?
When is the earliest that a workaround can be documented in ‘problem management’?
Which service request management decisions require that policies are established'?
What can be described as an operating model for the creating and management of products and services?
Which value chain activity ensures that ongoing service activity meets user expectations?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which includes governance, management practices, and continual improvement?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which processes are responsible for the regular review of underpinning contracts?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
How does categorization of incidents assist the 'incident management' practice?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which practice identifies metrics that reflect the customer's experience of a service?
TESTED 02 May 2024
