[Oct-2021] Pass ITIL ITIL-Foundation Exam in First Attempt Guaranteed!
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NEW QUESTION 106
How are groups, teams, departments and divisions classified?
- A. Functions
- B. Roles
- C. Technicians
- D. Processes
Answer: A
NEW QUESTION 107
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. Asset baseline
- B. Project baseline
- C. Configuration baseline
- D. Change baseline
Answer: C
NEW QUESTION 108
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 109
Which of the following CANNOT be provided by a tool?
- A. Wisdom
- B. Information
- C. Knowledge
- D. Data
Answer: A
NEW QUESTION 110
What should the IT service continuity process primarily support?
- A. Business continuity strategy
- B. Critical IT processes
- C. All the services in the service portfolio
- D. Mission critical services at peak business periods
Answer: A
NEW QUESTION 111
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Demand management
- B. Request fulfilment
- C. Incident management
- D. Release and deployment management
Answer: B
NEW QUESTION 112
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
- A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
- B. No: the Known Error should be created before the problem is logged
- C. No: a known error record is created when the original incident is raised
- D. No: a known error record should be created with the next release of the service
Answer: A
NEW QUESTION 113
Which of the following is the best definition of IT service management?
- A. Technical implementation of supporting IT infrastructure components
- B. The implementation and management of quality IT services that meet business needs
- C. A complete set of all the documentation required to deliver world class services to customers
- D. An internal service provider that is embedded within a business unit
Answer: B
NEW QUESTION 114
Can service operation improve efficiency in the business operation by automating common routines?
- A. No, automating common routines improves effectiveness but not efficiency
- B. No, automating common routines only results in preventing common problems
- C. Yes, through automating common routines and introducing the service knowledge management System (SKMS)
- D. Yes, through automating common routines, more productive work can be carried out
Answer: C
NEW QUESTION 115
Which ITIL process is used to restore normal service operation as quickly as possible?
- A. Service level management
- B. Problem management
- C. Availability management
- D. Incident management
Answer: D
NEW QUESTION 116
What are the categories of event described in the ITIL service operation book?
- A. Informational, warning, exception
- B. Scheduled, unscheduled, emergency
- C. Warning, reactive, proactive
- D. Informational, scheduled, normal
Answer: A
NEW QUESTION 117
What should a release policy include?
- A. How request for changes (RFCs) are approved for software releases in the IT production environment.
- B. Criteria and authorization to exit early life support and handover to the service operation function.
- C. Roles and responsibilities for updating the configuration management database (CMDB.
- D. Roles and responsibilities across all the service transition processes.
Answer: D
NEW QUESTION 118
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The process manager
- B. The process practitioner
- C. The process owner
- D. The service owner
Answer: C
NEW QUESTION 119
In which document would you expect to see an overview of actual service achievements against targets?
- A. Service level agreement (SLA)
- B. SLA monitoring chart (SLAM)
- C. Operational level agreement (OLA)
- D. Capacity plan
Answer: B
NEW QUESTION 120
Which of the following is an example of proactive problem management?
- A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
- B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
- C. Trending of historical incident records to identify one or more underlying causes
- D. Suspicion or detection of a cause of one or more incidents by the service desk
Answer: B
NEW QUESTION 121
Which service lifecycle stage provides the following values to the business?
- A. Service strategy
- B. Service operation
- C. Service design
- D. Service transition
Answer: B
NEW QUESTION 122
Which is the CORRECT list of metrics to support CSI activities?
- A. Process, technology and service
- B. Technology, customer and business
- C. Business, service and technology
- D. Customer, business and process
Answer: A
NEW QUESTION 123
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