Ultimate Guide to Prepare ITIL-Foundation Certification Exam for ITIL Foundation Certification in 2022
Use Real ITIL-Foundation Dumps - ITIL Correct Answers updated on 2022
NEW QUESTION 123
Which one of the following is the BEST definition of the term 'service management'?
- A. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- B. Units of organizations with roles to perform certain activities
- C. The management of functions within an organization to perform certain activities
- D. A set of specialized organizational capabilities for providing value to customers in the form of services
Answer: D
NEW QUESTION 124
What are underpinning contracts used to document?
- A. The provision of goods and services by third party suppliers
- B. Metrics and critical success factors (CSFs) for internal support teams
- C. Service levels that have been agreed between the internal service provider and their customer
- D. The provision of IT services or business services by a service provider
Answer: A
NEW QUESTION 125
What does the continual service improvement (CSI) approach enable a business to achieve?
- A. It helps the business in making decisions on improvement initiatives.
- B. It dictates the way the business interacts with external suppliers.
- C. It helps the stakeholders understand their customers.
- D. It keeps the communication going within the business.
Answer: C
NEW QUESTION 126
The remediation plan should be evaluated at what point in the change lifecycle?
- A. Immediately after the change has failed and needs to be backed out
- B. After implementation but before the post implementation review
- C. After the post implementation review has identified a problem with the change
- D. Before the change is approved
Answer: D
NEW QUESTION 127
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
- A. Continual service improvement
- B. Service transition
- C. Service operation
- D. Service design
Answer: D
NEW QUESTION 128
Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
- A. All of the above
- B. 1 and 2 only
- C. 1, 2 and 3 only
- D. 1, 2 and 4 only
Answer: C
NEW QUESTION 129
Which is the correct definition of a customer facing service?
- A. A service that cannot be allowed to fail
- B. One which directly supports the business processes of customers
- C. A service not directly used by the business
- D. One which is not covered by a service level agreement
Answer: B
NEW QUESTION 130
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
- A. 2, 3 and 4 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 3 and 4 only
Answer: C
NEW QUESTION 131
What does the term "Wisdom" represent within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW)?
- A. The complete collection of all data and data repositories in the organization
- B. The contextual awareness to provide strong common sense judgement
- C. The complete collection of all process management structures in the organization
- D. The knowledge to manage organization processes and people
Answer: B
NEW QUESTION 132
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Detection
- B. Categorization
- C. Prioritization
- D. Escalation
Answer: B
NEW QUESTION 133
What is the BEST description of an operational level agreement (OLA)?
- A. An agreement between the service provider and an external organization
- B. A document that describes to a customer how services will be operated on a day-to-day basis
- C. An agreement between the service provider and another part of the same organization
- D. A document that describes business services to operational staff
Answer: C
NEW QUESTION 134
What is a service delivered between two business units in the same organization known as?
- A. Internal service
- B. Strategic service
- C. External service
- D. Delivered service
Answer: A
NEW QUESTION 135
The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
- A. Corporate level
- B. Service level
- C. Customer level
- D. Configuration level
Answer: D
NEW QUESTION 136
Which one of the following do technology metrics measure?
- A. Components
- B. Customer satisfaction
- C. Processes
- D. The end-to-end service
Answer: A
NEW QUESTION 137
The consideration of value creation is a principle of which stage of the service lifecycle?
- A. Service design
- B. Service strategy
- C. Continual service improvement
- D. Service transition
Answer: B
NEW QUESTION 138
What is the pre-authorized change known as?
- A. An ordinary change
- B. A retrospective change
- C. A standard change
- D. A normal change
Answer: C
NEW QUESTION 139
Which statement about the emergency change advisory board (ECAB) is CORRECT?
- A. The ECAB will be used for emergency changes where there may not be time to call a full CAB
- B. The ECAB will be chaired by the IT director
- C. Amongst the duties of the ECAB is the review of completed emergency changes
- D. The ECAB considers every high priority request for change
Answer: A
NEW QUESTION 140
Which of the following BEST describes technical management?
- A. A function that provides hardware repair services for technology involved in the delivery of service to customers
- B. A function responsible for facilities management and building control systems
- C. A function that includes providing technical expertise and overall management of the IT infrastructure
- D. Senior managers responsible for all staff within the technical support function
Answer: C
NEW QUESTION 141
Which function or process would provide staff to monitor events in an operations bridge?
- A. IT operations management
- B. Applications management
- C. Request fulfilment
- D. Technical management
Answer: A
NEW QUESTION 142
Which of the following BEST describes a problem?
- A. The cause of one or more incidents
- B. A serious incident which has a critical impact to the business
- C. An issue reported by a user
- D. The cause of two or more incidents
Answer: A
NEW QUESTION 143
Which of the following options is a hierarchy that is used in knowledge management?
- A. Data - Information - Knowledge - Wisdom
- B. Knowledge - Wisdom - Information - Data
- C. Wisdom - Information - Data - Knowledge
- D. Information - Data - Knowledge - Wisdom
Answer: A
NEW QUESTION 144
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