ITIL® Foundation v18.0 (ITIL-F)

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Total 292 questions

Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually 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


Answer : D

Which one of the following are the two primary elements that create value for customers?

  • A. Value on investment (VOI) and return on investment (ROI)
  • B. Customer and user satisfaction
  • C. Service requirements and warranty
  • D. Resources and capabilities


Answer : D

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

  • A. User
  • B. Customer
  • C. Supplier
  • D. Administrator


Answer : B

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

  • A. A capacity database
  • B. A definitive media library
  • C. A request for change
  • D. A known error database


Answer : D

Which one of the following includes four stages called Plan, Do, Check and Act?

  • A. The Deming Cycle
  • B. The continual service improvement approach
  • C. The seven-step improvement process
  • D. The service lifecycle


Answer : A

Which one of the following generates demand for services?

  • A. Infrastructure trends
  • B. Patterns of business activity (PBA)
  • C. Cost of providing support
  • D. Service level agreements (SLA)


Answer : B

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

  • A. 2, 3 and 4 only
  • B. 1, 2 and 4 only
  • C. None of the above
  • D. All of the above


Answer : B

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

  • A. Configuration baseline
  • B. Project baseline
  • C. Change baseline
  • D. Asset baseline


Answer : A

Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?

  • A. Do
  • B. Perform
  • C. Implement
  • D. Measure


Answer : A

Which of the following is the correct definition of an outcome?

  • A. The results specific to the clauses in a service level agreement (SLA)
  • B. The result of carrying out an activity, following a process or delivering an IT service
  • C. All the accumulated knowledge of the service provider
  • D. All incidents reported to the service desk


Answer : B

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

  • A. A change
  • B. A change model
  • C. A change request
  • D. A change advisory board


Answer : A

Which one of the following is concerned with policy and direction?

  • A. Capacity management
  • B. Governance
  • C. Service design
  • D. Service level management


Answer : B

Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

  • A. 1 and 2 only
  • B. 3 only
  • C. 1 and 3 only
  • D. All of the above


Answer : C

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

  • A. A service option
  • B. A service transition package (STP)
  • C. A service design package (SDP)
  • D. A service charter


Answer : C

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  • A. Do
  • B. Perform
  • C. Implement
  • D. Measure


Answer : A

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Total 292 questions