ITIL-FOUNDATION Practice Questions
580 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 8 of 12.
- Question #351Understand the key concepts of service management
The positive effect that customers perceive a service can have on their business outcomes is referred to as what?
utilityvaluebusiness outcomesservice value - Question #352Know the purpose of the ITIL practices
What are the two major processes in Problem Management?
problem managementreactive problem managementproactive problem managementproblem processes - Question #353Know the purpose of the ITIL practices
Which of the following BEST describes a Change Authority?
change authoritychange managementchange authorizationchange advisory board - Question #354Know the purpose of the ITIL practices
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of whic...
information security managementCIA triadsecurity managerSLA - Question #355Know the purpose of the ITIL practices
Which is NOT a purpose of a Product Description?
product descriptionquality criteriaservice designproduct quality - Question #356Know the purpose of the ITIL practices
Identify the input to the Problem Management process.
problem managementincident recordsprocess inputsproblem detection - Question #357Know the purpose of the ITIL practices
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
early life supportrelease deploymentoperational supportservice transition - Question #358Understand the four dimensions of service management
Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?
four Psservice designpeople process products partnersdesign framework - Question #359Understand the key concepts of service management
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
ITIL complementary guidanceITIL frameworkservice lifecyclebest practice adaptation - Question #360Understand the key concepts of service management
Who owns the specific costs and risks associated with providing a service?
service providercosts and risksservice ownershipservice management roles - Question #361Know the purpose of the ITIL practices
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
Definitive Media Libraryconfiguration managementmedia CIsasset storage - Question #362Understand the key concepts of service management
Which of the following are aspects of Service Design? (1) Architectures (2) Technology (3) Service Management processes (4) Metrics
Service Designarchitecturetechnologymetrics - Question #363Know the purpose of the ITIL practices
Which is the BEST definition of a Configuration Item (CI)?
Configuration Itemconfiguration managementasset managementCI definition - Question #364Know the purpose of the ITIL practices
Which model delivers a view of the services, assets and infrastructure?
Configuration Modelconfiguration managementservice assetsinfrastructure view - Question #365Understand the key concepts of service management
The BEST processes to automate are those that are:
automationprocess designservice managementprocess optimization - Question #366Know the purpose of the ITIL practices
Which of the following Availability Management activities are considered to be proactive as opposed to reactive? (1) Risk assessment (2) Testing of resilience mechanisms (3) Monito...
Availability Managementproactive activitiesrisk assessmentresilience testing - Question #367Understand the key concepts of service management
Which of the following statements about processes is INCORRECT?
process definitionprocess characteristicsprocess vs functionservice management - Question #368Understand the key concepts of service management
Which of the following would be defined as part of every process? (1) Roles (2) Activities (3) Functions (4) Responsibilities
process componentsrolesactivitiesresponsibilities - Question #369Know the purpose of the ITIL practices
The Supplier Management process includes: (1) Service Design activities, to ensure that contracts will be able to support the service requirements (2) Service Operation activities,...
Supplier Managementservice lifecyclecontinual improvementsupplier contracts - Question #370Know the purpose of the ITIL practices
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
Problem Managementcategorizationproblem analysismanagement information - Question #371Know the purpose of the ITIL practices
Which of the following might be used to manage an Incident? (1) Incident Model (2) Known Error Record
Incident ManagementIncident ModelKnown Error Recordincident resolution - Question #372Know the purpose of the ITIL practices
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
Demand ManagementPatterns of Business ActivityPBAworkload analysis - Question #373Understand the key concepts of service management
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Service Transitionchange managementrelease managementservice provider capability - Question #374Understand the key concepts of service management
Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and t...
Total Cost of OwnershipService Designlifecycle phasescost optimization - Question #375Understand the four dimensions of service management
In the phrase "People, Processes, Products and Partners". Products refers to:
4Ps frameworkProducts definitiontechnology and toolsservice management - Question #376Understand the four dimensions of service management
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
4Ps frameworkPeople Process Products Partnersservice management implementationITIL framework - Question #377Understand the activities of the service value chain and how they interconnect
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?
Service Operationmonitoringmetricsperformance assessment - Question #378Understand the key concepts of service management
When is it confirmed if a project's objectives have been achieved?
project managementClosing a Projectproject objectivesproject lifecycle - Question #379Understand the key concepts of service management
Which is a definition of a risk cause?
risk managementrisk causerisk terminologyrisk source - Question #380Know the purpose of the ITIL practices
Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and proce...
Release and Deployment Managementrelease modelsroles and responsibilitiesdeployment procedures - Question #381Understand the key concepts of service management
Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient proces...
Service Designservice objectivesrisk managementIT infrastructure - Question #382Understand the purpose and components of the ITIL service value system (SVS)
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles a...
continual service improvementPDCA cycleCSI modelimprovement sequencing - Question #383Understand the key concepts of service management
Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3)...
Service Transitionbusiness benefitschange implementationservice adoption - Question #384Know the purpose of the ITIL practices
What are the processes within Service Operation?
Service Operationprocess catalogevent managementincident management - Question #385Know the purpose of the ITIL practices
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
Definitive Media LibrarySACMconfiguration managementdefinitive spares - Question #386Understand the key concepts of service management
Which of the following activities is NOT a part of the Deming Cycle?
Deming CyclePDCAcontinual improvementquality management - Question #387Understand the key concepts of service management
Which of the following is an example of capabilities?
capabilitiesservice assetsresourcesself-help - Question #388Understand the four dimensions of service management
Which of the following models would be MOST usefulin helping to define roles andresponsibilities in an organization structure?
RACI modelroles and responsibilitiesorganizational structureaccountability - Question #389Know the purpose of the ITIL practices
A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed ser...
configuration modelCMDBimpact assessmentSACM - Question #390Understand the key concepts of service management
Which of the following is NOT defined as part of every process?
process characteristicsprocess componentsfunctionsmetrics - Question #391Understand the key concepts of service management
Customer perceptions and business outcomes help lo define what?
service valuecustomer perceptionbusiness outcomesvalue definition - Question #392Understand the key concepts of service management
Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from com...
Service Strategyvalue creationservice differentiationcustomer targeting - Question #393Know the purpose of the ITIL practices
Which core publication will you find detailed descriptions of service catalog management, information security and support management?
Service Designservice catalog managementinformation security managementITIL publications - Question #394Understand the key concepts of service management
Which of the following would commonly be in a contract underpinning an IT service? (1) Marketing information (2) Contract description and scope (3) Responsibilities and dependencie...
underpinning contractcontract componentssupplier managementOLA - Question #395Know the purpose of the ITIL practices
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?
information security managementbusiness guidancesecurity policygovernance - Question #396Know the purpose of the ITIL practices
When tan a known error record tie raised? (1) At any time when it would be useful to do so (2) After a workaround has been found
known errorproblem managementworkarounderror record timing - Question #397Understand the key concepts of service management
Which of the following activities is NOT a part of the Derning Cycle?
Deming CyclePDCAcontinual improvementquality management - Question #398Know the purpose of the ITIL practices
Which of the following is the BEST definition of an event?
eventevent managementevent definitionservice monitoring - Question #399Know the purpose of the ITIL practices
Which of the following statements about incident reporting and logging is CORRECT?
incident managementincident reportingincident loggingservice desk - Question #400Know the purpose of the ITIL practices
Which of the following is an example of self-help capabilities?
self-help capabilitiesservice requestsrequest fulfillmentservice desk