[2021] ITIL-Foundation PDF Questions - Perfect Prospect To Go With Prep4King Practice Exam
ITIL ITIL-Foundation Pdf Questions - Outstanding Practice To your Exam
NEW QUESTION 32
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
- A. Service Strategy
- B. Service Operation
- C. Continual Service Improvement
- D. Service Design
Answer: C
NEW QUESTION 33
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The Deming Cycle
- B. The seven-step improvement process
- C. The continual service improvement approach
- D. The service lifecycle
Answer: A
NEW QUESTION 34
What should be documented as part of every process?
- A. The service manager, service contract and set of work instructions
- B. The policy owner, operational level agreement and set of process steps
- C. The service owner, service level agreement and set of process procedures
- D. The process owner, process policy and set of process activities
Answer: D
NEW QUESTION 35
Which three types of metric support Continual Service Improvement (CSI) activities?
- A. Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
- B. Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
- C. Technology metrics, process metrics and service metrics
- D. Process metrics, software metrics and financial metrics
Answer: C
NEW QUESTION 36
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
- A. Customer services
- B. Supporting services
- C. Business services
- D. Component services
Answer: B
NEW QUESTION 37
Which of the following is NOT an objective of service transition?
- A. To provide quality knowledge and information about services and service assets
- B. To plan and manage the capacity and resource requirements to manage a release
- C. To provide training and certification in project management
- D. To ensure that a service can be managed, operated and supported
Answer: C
NEW QUESTION 38
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
- A. Strategic, tactical and operational
- B. Return on investment (ROI), value on investment (VOI), quality
- C. Critical success factors (CSFs), key performance indicators (KPIs), activities
- D. Technology, process and service
Answer: D
NEW QUESTION 39
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Incident
- B. Outcome
- C. Problem
- D. Change
Answer: B
NEW QUESTION 40
Which one of the following is a correct definition of a supplier category?
- A. Strategic - for suppliers of operational products or services
- B. Operational - for suppliers providing low value and/or readily available products and services
- C. Tactical - for relationships involving significant commercial activity and business interaction
- D. Commodity - for significant partnering relationships that involve senior managers
Answer: B
NEW QUESTION 41
Which tool helps with defining accountability and responsibility within processes?
- A. A project charter
- B. A communications plan
- C. A CSI register
- D. A RACI model
Answer: D
NEW QUESTION 42
Which reason describes why ITIL is so successful?
- A. It is not tied to any particular vendor platform
- B. It is designed to be used to manage projects
- C. The five ITIL volumes are concise
- D. It tells service providers exactly how to be successful
Answer: A
NEW QUESTION 43
Which is an objective of access management?
- A. To minimize the impact of incidents that cannot be prevented.
- B. To defect changes of state that have significance for management of an IT service.
- C. To assist with general information, complains or comments.
- D. To efficiently respond to requests for granting access to services.
Answer: D
NEW QUESTION 44
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels
- A. The service portfolio
- B. The service knowledge management system (SKMS)
- C. A configuration management database (CMDB)
- D. The change schedule
Answer: B
NEW QUESTION 45
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Continual service improvement
- B. Change management
- C. Service level management
- D. Availability management
Answer: C
NEW QUESTION 46
What are sources of best practice?
- A. Industry practices, academic research, training and education
- B. Substitutes, regulators, customers
- C. Customers, suppliers, advisors
- D. Competition, compliance, commitments
Answer: A
NEW QUESTION 47
Which processes ensure the targets in the underpinning contracts are appropriate?
- A. Service level management and availability management
- B. Supplier management and service level management
- C. Design coordination and service level management
- D. Configuration management and service portfolio management
Answer: B
NEW QUESTION 48
Which process is responsible for sourcing and delivering components of requested standard services?
- A. Service desk
- B. Request fulfilment
- C. IT finance
- D. Service portfolio management
Answer: B
NEW QUESTION 49
Which process is responsible for managing relationships with vendors?
- A. Continual service improvement
- B. Change management
- C. Supplier management
- D. Service portfolio management
Answer: C
NEW QUESTION 50
Which process monitors and improves the performance of the service transition stage of the service lifecycle?
- A. Change management
- B. Transition planning and support
- C. Design co-ordination
- D. Service transition management
Answer: B
NEW QUESTION 51
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
- A. 3 and 4 only
- B. 2 and 4 only
- C. 1, 2 and 3 only
- D. All of the above
Answer: C
NEW QUESTION 52
What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
- A. Centralized Service desk
- B. Virtual Service desk
- C. Local service desk
- D. Specialized service desk
Answer: B
NEW QUESTION 53
What is a service delivered between two business units in the same organization known as?
- A. Strategic service
- B. Internal service
- C. External service
- D. Delivered service
Answer: B
NEW QUESTION 54
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Service level management
- B. Change management
- C. Continual Service improvement
- D. Access Management
Answer: B
NEW QUESTION 55
Hierarchic escalation is BEST described as?
- A. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- B. Notifying more senior levels of management about an incident
- C. Failing to meet the incident resolution times specified in a service level agreement
- D. Passing an incident to people with a greater level of technical skill
Answer: B
NEW QUESTION 56
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