ITIL Foundation v1.0 (ITILFND)

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Total 553 questions

Which one of the following is the BEST definition of the term service management?

  • A. A set of specialized organizational capabilities for providing value to customers in the form of services
  • B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  • C. The management of functions within an organization to perform certain activities
  • D. Units of organizations with roles to perform certain activities


Answer : A

Explanation:

Which of the following is NOT a valid objective of problem management?

  • A. To prevent problems and their resultant Incidents
  • B. To manage problems throughout their lifecycle
  • C. To restore service to a user
  • D. To eliminate recurring incidents


Answer : C

Explanation:

Which one of the following is an objective of service catalogue management?

  • A. Negotiating and agreeing service level agreement
  • B. Negotiating and agreeing operational level agreements
  • C. Ensuring that the service catalogue is made available to those approved to access it
  • D. Only ensuring that adequate technical resources are available


Answer : C

Explanation:

Which of the following statements BEST describes the aims of release and deployment management?

  • A. To build, test and deliver the capability to provide the services specified by service design
  • B. To ensure that each release package specified by service design consists of a set of related assets and service components
  • C. To ensure that all changes can be tracked, tested and verified if appropriate
  • D. To record and manage deviations, risks and issues related to the new or changed service


Answer : A

Explanation:

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  • A. Implementing service and process improvements
  • B. Reviewing measurements and metrics
  • C. Creating a baseline
  • D. Defining measurable targets


Answer : D

Explanation:

Which one of the following can help determine the level of impact of a problem?

  • A. Definitive media library (DML)
  • B. Configuration management system (CMS)
  • C. Statement of requirements (SOR)
  • D. Standard operating procedures (SOP)


Answer : B

Explanation:

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

  • A. Training in risk management for all staff and identification of risks
  • B. Identification of risk, analysis and management of the exposure to risk
  • C. Control of exposure to risk and investment of capital
  • D. Training of all staff and investment of capital


Answer : B

Explanation:

Which of the following is an enabler of best practice?

  • A. Standards
  • B. Technology
  • C. Academic research
  • D. Internal experience


Answer : B

Explanation:

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  • A. Profit
  • B. Preparation
  • C. Products
  • D. Potential


Answer : C

Explanation:

Which of the following is NOT one of the five individual aspects of service design?

  • A. The design of the service portfolio, including the service catalogue
  • B. The design of new or changed services
  • C. The design of market spaces
  • D. The design of the technology architectures


Answer : C

Explanation:

Where would you expect incident resolution targets to be documented?

  • A. A service level agreement (SLA)
  • B. A request for change (RFC)
  • C. The service portfolio
  • D. A service description


Answer : A

Explanation:

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 customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages

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


Answer : C

Explanation:

What are the categories of event described in the ITIL service operation book?

  • A. Informational, scheduled, normal
  • B. Scheduled, unscheduled, emergency
  • C. Informational, warning, exception
  • D. Warning, reactive, proactive


Answer : C

Explanation:

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. All of the above
  • C. 1, 2 and 3 only
  • D. 1, 2 and 4 only


Answer : C

Explanation:

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

Explanation:

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Total 553 questions