ITIL-FOUNDATION Practice Questions
580 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 7 of 12.
- Question #301Understand the key concepts of service management
Which of the following statements about communication within Service Operation are CORRECT? (1) All communication must have an intended purpose or resultant action (2) Communicatio...
service operationcommunication principlesintended purposeaudience - Question #302Know the purpose of the ITIL practices
Access Management is closely related to which other processes?
access managementinformation security managementavailability managementprocess integration - Question #303Know the purpose of the ITIL practices
Which process will regularly analyze incident data to identify discernable trends?
problem managementtrend analysisincident dataproactive problem management - Question #304Know the purpose of the ITIL practices
Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?
SLA structuremulti-level SLAservice level managementcorporate customer service - Question #305Understand 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 model - Question #306Understand the key concepts of service management
Which of the following is NOT a responsibility of service transition?
service transitionservice lifecycle responsibilitiesservice designcapability development - Question #307Know the purpose of the ITIL practices
Which of the following does the Availability Management process include? (1) Ensuring services are able to meet availability targets (2) Monitoring and reporting actual availabilit...
availability managementavailability targetsmonitoring and reportingimprovement activities - Question #308Know the purpose of the ITIL practices
In which of the following situations should a Problem Record be created?
problem managementproblem record creationworkaroundpermanent resolution - Question #309Understand the key concepts of service management
Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding busi...
service transitionbusiness valuerisk managementgovernance compliance - Question #310Know the purpose of the ITIL practices
Which of the following defines the level of protection in Information Security Management?
information security managementsecurity policybusiness requirementsprotection levels - Question #311Know the purpose of the ITIL practices
Which of these would fall outside the scope of a typical service change management process?
change managementscope boundariesbusiness process changeservice change - Question #312Understand the key concepts of service management
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2)...
process metricscomplianceeffectivenessefficiency - Question #313Know the purpose of the ITIL practices
What is the objective of Access Management?
access managementservice access rightsobjectiveuse rights - Question #314Know the purpose of the ITIL practices
Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring too...
service deskknown error databasechange scheduleSKMS - Question #315Understand the key concepts of service management
"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
service transitionrelease managementresource planningservice lifecycle - Question #316Understand the key concepts of service management
Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
service portfolioservice cataloguelive servicesservice lifecycle scope - Question #317Know the purpose of the ITIL practices
A consultant has made two recommendations to you in a report: (1) To include legal terminology in your Service Level Agreements (SLAs) (2) It is not necessary to be able to measure...
service level managementSLA best practicemeasurable targetslegal terminology - Question #318Know the purpose of the ITIL practices
Availability Management is responsible for availability of the:
availability managementservicescomponentsscope - Question #319Understand the key concepts of service management
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to busine...
service operationservice lifecycleservice deliveryagreed levels - Question #320Understand the key concepts of service management
The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle?
service strategybusiness outcomesvalue creationservice lifecycle - Question #321Know the purpose of the ITIL practices
Identity and Rights are two major concepts involved in which one of the following processes?
Access Managementidentity managementrights managementservice operation - Question #322Understand the key concepts of service management
Which of the following is the BEST definition of a Risk?
riskrisk definitionservice management concepts - Question #323Understand the key concepts of service management
What are the publications that provide guidance specific to industry sectors and organization types known as?
ITIL frameworkcomplementary guidanceindustry sectorsITIL publications - Question #324Understand the activities of the service value chain and how they interconnect
Which of the following are goals of Service Operation? (1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the...
Service Operationservice lifecycleservice deliverygoals - Question #325Know the purpose of the ITIL practices
Which statement about Service Level Agreements (SLAs) is CORRECT?
Service Level AgreementSLAService Level Managementclarity - Question #326Know the purpose of the ITIL practices
Which of the following activities are helped by recording relationships between Configuration Items (CIs)? (1) Assessing the impact and cause of Incidents and Problems (2) Assessin...
Configuration ItemsCMDBimpact assessmentService Asset and Configuration Management - Question #327Understand the key concepts of service management
What does a service always deliver to customers?
service definitionvalueservice concepts - Question #328Understand the key concepts of service management
Which of the following is the BEST definition of the term service management?
service management definitionorganizational capabilitiesvalue creation - Question #329Understand the key concepts of service management
Which role is accountable for a specific service within an organization?
Service Owneraccountabilityrolesservice accountability - Question #330Know the purpose of the ITIL practices
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Respon...
underpinning contractsSupplier Managementcontract components - Question #331Understand the activities of the service value chain and how they interconnect
Which of the following is NOT a purpose of Service Transition?
Service Transitionservice lifecyclepurposetransition objectives - Question #332Know the purpose of the ITIL practices
Which of the following is NOT an objective of the Operations Management function?
IT Operations Managementservice operation functionsobjectives - Question #333Know the purpose of the ITIL practices
IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment
IT Service ContinuityITSCMBusiness Impact Analysisrisk assessment - Question #334Know the purpose of the ITIL practices
Which of the following activities are responsibilities of a Supplier Manager? (1) Negotiating and agreeing Contracts (2) Updating the Supplier and Contract database (3) Planning fo...
Supplier ManagementSupplier Managercontractsresponsibilities - Question #335Understand the activities of the service value chain and how they interconnect
When should tests for a new service be designed?
service designtestingservice lifecycle timingdesign processes - Question #336Understand the activities of the service value chain and how they interconnect
Defining the processes needed to operate a new service is part of:
Service Designprocess designservice lifecycledesign activities - Question #337Know the purpose of the ITIL practices
What is most likely to cause a loss of faith in the Service Level Management process?
Service Level ManagementSLA measurementunmeasurable targetstrust - Question #338Know the purpose of the ITIL practices
As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? (1) An internal service provider embedded...
Financial Managementservice provider typesinternal providerexternal provider - Question #339Understand the key concepts of service management
What type of improvement should be achieved by using the Deming Cycle?
Deming CyclePDCAcontinual improvementsteady improvement - Question #340Know the purpose of the ITIL practices
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
Service Asset and Configuration ManagementSACMconfiguration itemsversion control - Question #341Know the purpose of the ITIL practices
What is the Service Pipeline?
service pipelineservice portfolioservice catalogservice lifecycle - Question #342Know the purpose of the ITIL practices
Which of the following statements is CORRECT?
IT service continuitybusiness continuityITSCMBCM relationship - Question #343Know the purpose of the ITIL practices
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?
CMDBCMSSKMSconfiguration management - Question #344Know the purpose of the ITIL practices
What are Request Models used for?
request modelsrequest fulfillmentservice requestsrequest handling - Question #345Know the purpose of the ITIL practices
A single Release unit, or a structured set of Release units can be defined within:
release packagerelease unitrelease managementservice transition - Question #346Know the purpose of the ITIL practices
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
supplier managementsupplier managercontracts reviewrisk analysis - Question #347Know the purpose of the ITIL practices
Which of the following should NOT be a concern of Risk Management?
risk managementchange managementrisk scopeorganizational risk - Question #348Know the purpose of the ITIL practices
Which of the following is the CORRECT definition of a Release Unit?
release unitrelease managementIT infrastructureservice transition - Question #349Know the purpose of the ITIL practices
Which process lists "Understanding patterns of business activity" as a major role?
demand managementpatterns of business activityservice strategyworkload management - Question #350Understand the key concepts of service management
Which of the following statements is CORRECT?
process ownerservice ownerroles and responsibilitiesservice management