Latest [Oct 04, 2021] ITIL ITIL-Foundation Exam Practice Test To Gain Brilliante Result
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NEW QUESTION 23
Which describes a proactive trigger for problem management?
- A. Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
- B. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
- C. Trending of historical incident records to identify one or more underlying causes
- D. Suspicion or detection of a cause of one or more incidents by the service desk
Answer: C
NEW QUESTION 24
Which statements about best practice is MOST correct?
- A. Customers are a source of best practice and will advise service providers how it should be implemented
- B. ITIL is a source of best practice and is validated across a wide set of environments and situations
- C. Internal experience is the only source of best practice because it is developed within the service provider
- D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
Answer: B
NEW QUESTION 25
In which of the following should details of a workaround be documented?
- A. In the IT service plan
- B. In a problem record
- C. In a service level agreement (SLA)
- D. In the availability management information system
Answer: B
Explanation:
Explanation/Reference:
Explanation:
NEW QUESTION 26
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Service strategy
- B. Continual service improvement
- C. Service operation
- D. Service transition
Answer: B
NEW QUESTION 27
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
- A. To plan the resources required to manage a release
- B. To provide good-quality knowledge and information about services
- C. To ensure that a service can be managed and operated in accordance with constraints specified during design
- D. To design and develop capabilities for service management
Answer: D
NEW QUESTION 28
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
- A. All of the above
- B. 1, 2 and 4 only
- C. None of the above
- D. 2, 3 and 4 only
Answer: B
NEW QUESTION 29
Which of the following is NOT one of the five individual aspects of service design?
- A. The design of the technology architectures
- B. The design of market spaces
- C. The design of new or changed services
- D. The design of the service portfolio, including the service catalogue
Answer: B
NEW QUESTION 30
Which of the following types of service should be included in the scope of service portfolio management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION 31
When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Answer: A
NEW QUESTION 32
What are the categories of events described in the ITIL service operation book?
- A. Informational, warning, exception
- B. Scheduled, unscheduled, emergency
- C. Warning, reactive, proactive
- D. Informational, scheduled, normal
Answer: A
NEW QUESTION 33
What are the categories of event described in the ITIL service operation book?
- A. Informational, warning, exception
- B. Scheduled, unscheduled, emergency
- C. Warning, reactive, proactive
- D. Informational, scheduled, normal
Answer: A
NEW QUESTION 34
Availability management is directly responsible for the availability of which of the following?
- A. IT services, components and business processes
- B. IT services and components
- C. IT services and business processes
- D. Components and business processes
Answer: B
NEW QUESTION 35
Which of the following are basic concepts used in access management?
- A. Normal, temporary, emergency, personal, group
- B. Personnel, electronic, network, emergency, identity
- C. Physical, personnel, network, emergency, service
- D. Rights, access, identity, directory services, service/service components
Answer: D
NEW QUESTION 36
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
- A. A request for change
- B. A capacity database
- C. A definitive media library
- D. A known error database
Answer: D
NEW QUESTION 37
Which statement about the service portfolio is TRUE?
- A. It represents all resources presently engaged or being released in various stages of the service lifecycle
- B. The service portfolio includes all services except those managed by third parties
- C. It is an integral part of the service catalogue
- D. It allows the organization unlimited resources when planning for new service deployments
Answer: A
NEW QUESTION 38
What is the PRIMARY process for strategic communication with the service provider's customers?
- A. Business relationship management
- B. Service desk
- C. Service catalogue management
- D. Service portfolio management
Answer: A
NEW QUESTION 39
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
- A. Customer assets
- B. Business activity
- C. Customer perceptions
- D. Business vision
Answer: D
NEW QUESTION 40
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