ITIL-FOUNDATION Practice Questions
580 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 5 of 12.
- Question #201Understand the key concepts of service management
What are customers of IT services who work in the same organization as the service provider known as?
internal customerscustomer typesservice consumersservice relationships - Question #202Know the purpose of the ITIL practices
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?
configuration baselineconfiguration managementCMDBinfrastructure records - Question #203Know the purpose of the ITIL practices
Which of the following BEST describes the purpose of access management?
access managementuser rightsidentity managementservice security - Question #204Understand the key concepts of service management
Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice
ITIL frameworkbest practicevendor neutralITIL adoption - Question #205Understand the key concepts of service management
Which one of the following includes four stages called Plan, Do, Check and Act?
Deming CyclePDCAcontinual improvementquality management - Question #206Understand the key concepts of service management
The consideration of value creation is a principle of which stage of the service lifecycle?
value creationservice strategyservice lifecyclestrategic planning - Question #207Know the purpose of the ITIL practices
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
request fulfilmentservice requestsuser enquiriesservice desk - Question #208Understand the key concepts of service management
Which of the following BEST describes partners' in the phrase people, processes, products and partners"?
four Pspartnerssuppliersservice management framework - Question #209Know the purpose of the ITIL practices
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
supplier managementcontract managementrisk analysisvendor management - Question #210Know the purpose of the ITIL practices
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
knowledge managementDIKW modelknowledge hierarchydata information knowledge - Question #211Know the purpose of the ITIL practices
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
service design packageSDPservice transitiondesign documentation - Question #212Know the purpose of the ITIL practices
Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service pr...
underpinning contractssupplier managementcontract componentsservice agreements - Question #213Know the purpose of the ITIL practices
Service transition contains detailed descriptions of which processes?
service transitionchange managementrelease managementconfiguration management - Question #214Understand the key concepts of service management
Which statement should NOT be part of the value proposition for Service Design?
service designvalue propositionservice design benefitsservice lifecycle - Question #215Know the purpose of the ITIL practices
Which process would be used to compare the value that newer services have offered over those they have replaced?
service portfolio managementservice valueportfolio analysisservice retirement - Question #216Know the purpose of the ITIL practices
Which of the following is NOT an objective of Continual Service Improvement?
continual service improvementCSI objectivesservice improvementservice level achievement - Question #217Understand the key concepts of service management
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
process ownerrequest fulfilmentroles and responsibilitiesprocess governance - Question #218Know the purpose of the ITIL practices
Which of the following is NOT a purpose of Service Transition?
service transitiontransition purposechange managementrelease management - Question #219Know the purpose of the ITIL practices
Which Service Design process makes the most use of data supplied by Demand Management?
capacity managementdemand managementservice designprocess relationships - Question #220Know the purpose of the ITIL practices
In which of the following should details of a workaround be documented?
problem managementworkaroundproblem recordincident management - Question #221Know the purpose of the ITIL practices
Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?
multi-level SLAservice level managementcorporate SLAcustomer SLA - Question #222Understand the key concepts of service management
Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review 2. Continual Improvement 3. Implement Initiatives 4. Plan for Improvement
Deming CyclePDCAcontinual improvementCSI - Question #223Know the purpose of the ITIL practices
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication...
service operationcommunicationbest practices - Question #224Know the purpose of the ITIL practices
The BEST description of an Incident is:
incidentincident managementservice disruption - Question #225Know the purpose of the ITIL practices
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
continual service improvementprocess efficiencyservice lifecycle - Question #226Understand the key concepts of service management
What is IT Governance concerned with?
IT governanceorganizational strategyIT objectives - Question #227Know the purpose of the ITIL practices
Which process is responsible for managing relationships with vendors?
supplier managementvendor relationshipspractice purpose - Question #228Know the purpose of the ITIL practices
Which statement about Service Level Agreements (SLAs) is CORRECT?
SLAservice level agreementSLA wording - Question #229Know the purpose of the ITIL practices
Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure,...
supplier managementcontract managementsupplier databasesupplier objectives - Question #230Understand the key concepts of service management
Which of the following do Service Metrics measure?
service metricsmeasurementend-to-end service - Question #231Know the purpose of the ITIL practices
Which statement about the service portfolio is TRUE?
service portfolioservice catalogueresource management - Question #232Know the purpose of the ITIL practices
Which of the following statements describes the objectives of service asset and configuration management? 1. To identify, control, report and verify service assets and configuratio...
SACMconfiguration managementservice assetsCMDB - Question #233Understand the key concepts of service management
Which of the following statements correctly states the relationship between urgency, priority and impact?
priorityurgencyimpactincident prioritization - Question #234Know the purpose of the ITIL practices
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
service operationservice lifecycleprocess classification - Question #235Understand the key concepts of service management
Which of the following is NOT a benefit of using public frameworks and standards?
public frameworksITILstandardsframework benefits - Question #236Understand the key concepts of service management
Which of the following statements about processes is INCORRECT?
processprocess characteristicsprocess definition - Question #237Know the purpose of the ITIL practices
Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?
service transitiontransition planningdeployment - Question #238Understand the key concepts of service management
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?
external customerscustomer typesIT service provider - Question #239Know the purpose of the ITIL practices
Which stage of the change management process deals with what should be done if the change is unsuccessful?
change managementremediation planningchange process - Question #240Know the purpose of the ITIL practices
Which of the following is MOST concerned with the design of new or changed services?
service designservice lifecyclenew services - Question #241Know the purpose of the ITIL practices
Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2. It is NOT necessary to be able to m...
service level managementSLAmeasurable targetsbest practices - Question #242Understand the key concepts of service management
Which of the following statement about the service owner is INCORRECT?
service ownerroles and responsibilitiesaccountabilitystakeholder - Question #243Know the purpose of the ITIL practices
Which Functions are included in IT operations management?
IT operations managementIT operations controlfacilities managementfunctions - Question #244Know the purpose of the ITIL practices
Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?
business relationship managementcustomer satisfactionstakeholder communication - Question #245Know the purpose of the ITIL practices
The definitive media library is the responsibility of:
definitive media libraryservice asset and configuration managementSACMCMDB - Question #246Understand the key concepts of service management
What are the three service provider business models?
service provider typesinternal service providerexternal service providershared service unit - Question #247Know the purpose of the ITIL practices
Which of the following statements MOST correctly identifies the scope of design coordination activities?
design coordinationscopeservice designchange management - Question #248Know the purpose of the ITIL practices
Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2. Updates to the change schedule 3. Reviews of complet...
change advisory boardCAB agendachange managementchange schedule - Question #249Understand the key concepts of service management
Which of the following are types of service defined in ITIL? 1. Core 2. Enabling 3. Special
service typescore serviceenabling serviceITIL terminology - Question #250Understand the key concepts of service management
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
availabilityservice definitionconfiguration itemagreed function