ITIL-FOUNDATION Exam Questions
572 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 3 of 12.
- Question #103Understand the purpose and components of the ITIL service value system (SVS)
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
service operationservice lifecycleservice deliverybusiness users - Question #104Understand the purpose and components of the ITIL service value system (SVS)
In terms of adding value to the business, which one of the following describes service operations contribution?
service operationbusiness valueservice lifecyclevalue visibility - Question #105Understand the key concepts of service management
Which one of the following are the two primary elements that create value for customers?
value creationresourcescapabilitiesservice value - Question #106Know the purpose of the ITIL practices
Which one of the following statements BEST describes a definitive media library (DML)?
definitive media libraryconfiguration managementmedia CIssecure library - Question #107Know the purpose of the ITIL practices
Which one of the following is it the responsibility of supplier management to negotiate and agree?
supplier managementthird-party contractsSLAOLA - Question #108Understand the purpose and components of the ITIL service value system (SVS)
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
service transitionresponsibilitiesdesign capabilitiesservice lifecycle - Question #109Know the purpose of the ITIL practices
Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2. Applications 3. Power and cooling equipment 4. Recovery sites
facilities managementdata centrehardwarerecovery sites - Question #110Understand the purpose and components of the ITIL service value system (SVS)
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
service designpoliciesobjectivesservice lifecycle - Question #111Know the purpose of the ITIL practices
Which areas of service management can benefit from automation? 1. Design and modeling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring
automationreportingmonitoringpattern recognition - Question #112Understand the key concepts of service management
Which one of the following is the BEST definition of reliability?
reliabilityavailabilitymean time between failuresservice continuity - Question #113Know the purpose of the ITIL practices
Which one of the following is NOT the responsibility of service catalogue management?
service catalogue managementSLAservice portfolioresponsibilities - Question #114Know the purpose of the ITIL practices
Which one of the following is an objective of release and deployment management?
release and deployment managementdeployment plansservice transitionstakeholders - Question #115Understand the key concepts of service management
Which one of the following statements is CORRECT?
configuration management systemservice knowledge management systemCMDBknowledge hierarchy - Question #116Understand the four dimensions of service management
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
four Pspeopleprocessproducts and partners - Question #117Know the purpose of the ITIL practices
Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk...
IT service continuitybusiness continuity strategyBIArisk assessment - Question #118Understand the key concepts of service management
What is the BEST description of an operational level agreement (OLA)?
operational level agreementinternal agreementservice providerunderpinning contracts - Question #119Understand the key concepts of service management
Which one of the following generates demand for services?
demand managementpatterns of business activityservice strategydemand generation - Question #120Understand the purpose and components of the ITIL service value system (SVS)
Which one of the following is an objective of service transition?
service transitionbusiness valueservice lifecyclechange outcomes - Question #121Know the purpose of the ITIL practices
Which one of the following is the BEST definition of an event?
event managementevent definitionconfiguration itemIT service - Question #122Understand the activities of the service value chain and how they interconnect
Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?
service operationservice lifecycleservice deliveryIT service management - Question #123Know the purpose of the ITIL practices
Which one of the following is the BEST description of a major incident?
major incidentincident classificationincident priorityincident management - Question #124Know the purpose of the ITIL practices
Which of the following availability management activities is/are considered to be proactive as opposed to reactive? 1. Monitoring system availability 2. Designing availability into...
availability managementproactive activitiesreactive activitiesservice design - Question #125Know the purpose of the ITIL practices
Which one of the following would NOT involve event management?
event managementmonitoringscopeservice desk - Question #126Know the purpose of the ITIL practices
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
multi-level SLASLA structureservice level managementagreement types - Question #127Know the purpose of the ITIL practices
Which processes are responsible for the regular review of underpinning contracts?
underpinning contractssupplier managementservice level managementprocess responsibility - Question #128Know the purpose of the ITIL practices
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
SACMconfiguration managementCI relationshipsinfrastructure - Question #129Understand the key concepts of service management
Which one of the following activities is NOT part of the Deming Cycle?
Deming CyclePDCAcontinual improvementCSI - Question #130Know the purpose of the ITIL practices
Which one of the following is the BEST description of a service level agreement (SLA)?
SLAservice level agreementservice providercustomer agreement - Question #131Understand the purpose and components of the ITIL service value system (SVS)
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2. Ensuring a workin...
service strategyvalue creationstrategic objectivesservice lifecycle - Question #132Understand the key concepts of service management
In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors 2. Integrating ITIL with other operati...
ITIL complementary guidancebest practiceindustry sectorsITIL integration - Question #133Know the purpose of the ITIL practices
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
service-based SLASLA typesservice level managementmulti-level SLA - Question #134Know the purpose of the ITIL practices
Which one of the following activities would be performed by access management?
access managementrights managementservice accessinformation security - Question #135Know the purpose of the ITIL practices
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
service operationprocess listITIL processesservice lifecycle - Question #136Know the purpose of the ITIL practices
Which of the following activities are performed by a desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring ser...
service deskfirst-line supportincident loggingrequest fulfillment - Question #137Know the purpose of the ITIL practices
Who is responsible for defining metrics for change management?
change managementprocess ownermetricsroles and responsibilities - Question #138Know the purpose of the ITIL practices
Which of the following are within the scope of service asset and configuration management? 1. Identification of configuration items (CIs) 2. Recording relationships between CIs 3....
SACMconfiguration itemsscopevirtual CIs - Question #139Understand the activities of the service value chain and how they interconnect
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
continual service improvementCSI purposeprocess efficiencycost effectiveness - Question #140Understand the key concepts of service management
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper developmen...
CSI approachimprovement stepsvisioncurrent state assessment - Question #141Know the purpose of the ITIL practices
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
financial managementIT service valuebusiness valueservice valuation - Question #142Know the purpose of the ITIL practices
Which of the following is the BEST description of a service-based service level agreement (SLA)?
SLA typesservice-based SLAservice level managementcustomer agreements - Question #143Understand the key concepts of service management
Which of the following is NOT a source of best practice?
best practice sourcesITIL frameworkknowledge sources - Question #144Understand the key concepts of service management
What is a service delivered between two business units in the same organization known as?
internal serviceservice typesservice deliverybusiness units - Question #145Understand the key concepts of service management
What is the act of transforming resources and capabilities into valuable service better known as?
service management definitionresources and capabilitiesvalue creation - Question #146Understand the key concepts of service management
From the perspective of the service provider, who is the person or group that agrees their service targets?
customer rolestakeholder typesservice targetsservice provider - Question #147Know the purpose of the ITIL practices
Which of the following identifies the purpose of service transition planning and support?
service transition planningtransition supportresource coordinationservice transition - Question #148Know the purpose of the ITIL practices
Which process would maintain policies, standards and models for service transition activities and processes?
service transition policiesstandards and modelstransition managementprocess governance - Question #149Know the purpose of the ITIL practices
Which of the following identifies the purpose of design coordination?
design coordinationservice designsingle point of controldesign activities - Question #150Know the purpose of the ITIL practices
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
service design packageSDPdesign coordination objectiveschange requests - Question #151Understand the key concepts of service management
Which of the following activities would be performed by a process manager? 1. Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing...
process managerprocess rolesprocess activitiesperformance reporting - Question #152Understand the key concepts of service management
Which role is accountable for the operational management of a process?
process managerprocess accountabilityoperational managementprocess roles