ITIL-FOUNDATION Practice Questions
580 real ITIL-FOUNDATION exam questions with expert-verified answers and explanations. Page 9 of 12.
- Question #401Know the purpose of the ITIL practices
Which of the following availability management activities are considered to be proactive as opposed to reactive? (1) Monitoring system availability (2) Designing availability into...
availability managementproactive activitiesreactive activitiesservice design - Question #402Know the purpose of the ITIL practices
The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"...
knowledge managementprocess goalsdecision makingSKMS - Question #403Know the purpose of the ITIL practices
Which of the following is NOT an example of Self-Help capabilities?
service deskself-helpservice requestsweb self-service - Question #404Know the purpose of the ITIL practices
Which of the following statements is INCORRECT?
SKMSCMSknowledge managementconfiguration management - Question #405Know the purpose of the ITIL practices
The group that authorizes changes that must be installed faster than the normal process is called the?
change managementemergency changeECABchange authority - Question #406Understand the key concepts of service management
In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?
ITIL publicationsservice designavailability managementservice level management - Question #407Know the purpose of the ITIL practices
Which of these statements about Service Desk staff is CORRECT?
service deskstaff managementcareer developmentservice operation - Question #408Know the purpose of the ITIL practices
Which of the following statements is INCORRECT?
SKMSCMSknowledge managementconfiguration management - Question #409Understand the key concepts of service management
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
service assetsresourcescapabilitiesservice strategy - Question #410Understand the key concepts of service management
Which is the correct combination of Service Management terms across the Lifecycle?
service lifecycleITIL terminologylifecycle stagesservice management - Question #411Know the purpose of the ITIL practices
A plan for managing the end of a supplier contract should be created when?
supplier managementcontract managementservice designexit planning - Question #412Know the purpose of the ITIL practices
Which of the following sentences BEST describes a Standard Change?
change managementstandard changepre-authorized changechange types - Question #413Know the purpose of the ITIL practices
The BEST description of the purpose of Service Operation is?
service operationservice deliverylifecycle purposeIT services - Question #414Understand the four dimensions of service management
Which of the following models would be MOST useful in helping to define an organizational structure?
RACI modelorganizational structureroles and responsibilitiesservice management - Question #415Know the purpose of the ITIL practices
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?
demand managementbusiness activity patternscapacity managementcustomer usage - Question #416Understand the key concepts of service management
Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to who...
service strategyportfolio managementbusiness activity patternsservice offerings - Question #417Know the purpose of the ITIL practices
Effective release and deployment management enables the service provider to add value to the business by?
release managementdeployment managementservice transitionvalue delivery - Question #418Understand the key concepts of service management
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
PDCA cyclecontinual improvementDeming cycleimprovement process - Question #419Know the purpose of the ITIL practices
Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the ques...
CSI7-step improvementcontinual service improvementservice operation - Question #420Know the purpose of the ITIL practices
Which of the following are responsibilities of a Service Level Manager? (1) Agreeing targets in Service Level Agreements (2) Designing the service so it can meet the targets (3) En...
service level managementSLAservice level managerroles and responsibilities - Question #421Know the purpose of the ITIL practices
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
SACM rolesconfiguration managementservice asset managementCMDB - Question #422Know the purpose of the ITIL practices
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
incident managementincident managerescalation linesservice desk authority - Question #423Know the purpose of the ITIL practices
Which of the following statements is CORRECT?
CMSCMDBSKMSKEDB - Question #424Understand the purpose and components of the ITIL service value system (SVS)
The MAIN purpose of the Service Portfolio is to describe services in terms of?
service portfoliobusiness valueservice catalogueportfolio management - Question #425Know the purpose of the ITIL practices
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
application managementbuild vs buyservice designIT operations - Question #426Know the purpose of the ITIL practices
What is the entry point or the first level of the V model?
V modelservice validationcustomer needsservice testing - Question #427Understand the key concepts of service management
Which of the following is the BEST definition of an Incident?
incident definitionservice interruptionunplanned interruptionservice quality - Question #428Know the purpose of the ITIL practices
Service Acceptance criteria are used to?
service acceptance criteriaservice transitionservice deliveryservice validation - Question #429Know the purpose of the ITIL practices
Which of the following are Service Desk organizational structures? (1) Local Service Desk (2) Virtual Service Desk (3) IT Help Desk (4) Follow the Sun
service desk structureslocal service deskvirtual service deskfollow the sun - Question #430Understand the key concepts of service management
Which of the following CANNOT be stored and managed by a tool?
DIKW modelwisdomknowledge managementdata hierarchy - Question #431Know the purpose of the ITIL practices
Which process is responsible for frequently occurring changes where risk and cost are low?
request fulfillmentstandard changeslow-risk changesservice request - Question #432Understand the key concepts of service management
Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the l...
service lifecycleservice valuevalue measurementcontinual improvement - Question #433Know the purpose of the ITIL practices
Which of the following is NOT an aim of the Change Management process?
change management objectivesservice assetsconfiguration itemschange process aims - Question #434Know the purpose of the ITIL practices
How does Problem Management work with Change Management?
problem managementchange managementRFCpermanent resolution - Question #435Understand the purpose and components of the ITIL service value system (SVS)
What does the continual service improvement (CSI) approach enable a business to achieve?
continual service improvementCSI approachimprovement decisionsservice improvement - Question #436Understand the key concepts of service management
Which of the following BEST describes an operational level agreement (OLA)?
operational level agreementOLAinternal agreementSLA underpinning - Question #437Know the purpose of the ITIL practices
Which of the following is NOT an objective of the operations management function?
IT operations managementdefinitive media libraryoperations objectivesDML - Question #438Understand the key concepts of service management
What is the BEST description of an external customer?
external customerservice providercustomer definitionservice consumer - Question #439Understand the key concepts of service management
How is a service delivered between departments of the same organization classified?
internal serviceservice classificationinternal service providerorganizational service - Question #440Understand the activities of the service value chain and how they interconnect
What BEST describes the value of service transition to the business?
service transitionbusiness valuesuccessful changechange deployment - Question #441Know the purpose of the ITIL practices
Which is an objective of access management?
access managementservice operationrights management - Question #442Understand the key concepts of service management
What should be documented as part of every process?
process documentationprocess ownerwork instructions - Question #443Understand the key concepts of service management
What BEST defines serviceability?
serviceabilityavailability managementthird-party supplier - Question #444Understand the key concepts of service management
In service design, which term describes services, technologies and tools?
service design 4Psproductsservice components - Question #445Know the purpose of the ITIL practices
What should a release policy include?
release policyearly life supportservice transition - Question #446Know the purpose of the ITIL practices
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
service catalogue managementlive environmentservice information - Question #447Know the purpose of the ITIL practices
What BEST describes an important principle of communication in service operation?
service operationcommunication principlesIT operations - Question #448Know the purpose of the ITIL practices
What is an objective of event management?
event managementstate changesIT service monitoring - Question #449Understand the key concepts of service management
Where are the details of core and enhancing services provided?
service cataloguecore servicesenhancing services - Question #450Know the purpose of the ITIL practices
Which is used to assess business demand for services?
demand managementpatterns of business activitybusiness demand