The Best Practice Test Preparation for the ITIL-Foundation Certification Exam
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NEW QUESTION 28
What do major incidents require?
- A. Separate procedures.
- B. Longer timescales
- C. Less documentation
- D. Less urgency
Answer: A
NEW QUESTION 29
What is the CORRECT definition of service management?
- A. A set of specialised organisational capabilities for delivering value to customers in the form of services
- B. A set of specialised assets for transitioning services into the live operational environment
- C. A group of events that meet the demand from customers for services that they receive
- D. A group of people that manages services to fulfil the needs of users and customers
Answer: A
NEW QUESTION 30
What BEST describes the value of service transition to the business?
- A. It provides quick and effective access to standard services
- B. It leads to gradual and continual improvement in service quality
- C. It results in higher volumes of successful change
- D. It supports the creation of a catalogue of services
Answer: C
NEW QUESTION 31
Which of the following would NOT be contained in a release policy?
- A. Roles and responsibilities for the release
- B. Naming and numbering conventions
- C. The risk register for the release
- D. Entry and exit criteria of the release into testing
Answer: C
NEW QUESTION 32
What should a release policy include?
- A. Roles and responsibilities for updating the configuration management database (CMDB.
- B. How request for changes (RFCs) are approved for software releases in the IT production environment.
- C. Criteria and authorization to exit early life support and handover to the service operation function.
- D. Roles and responsibilities across all the service transition processes.
Answer: D
NEW QUESTION 33
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) Ensuring all needed contracts and agreements are in place
- A. 1 and 3 only
- B. 2 and 3 only
- C. 1 and 2 only
- D. All of the above
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 34
Which one of the following is the purpose of service level management?
- A. To create and populate a service catalogue
- B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
- C. To ensure that an agreed level of IT service is provided for all current IT services
- D. To carry out the service operations activities needed to support current IT services
Answer: C
NEW QUESTION 35
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Prioritization
- C. Escalation
- D. Detection
Answer: A
NEW QUESTION 36
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
- A. 1 and 3 only
- B. 2 and 3 only
- C. 2 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 37
Which of these statements about resources and capabilities is CORRECT?
- A. Resources and capabilities are both types of service asset
- B. Resources are types of service asset and capabilities are not
- C. Capabilities are types of service asset and resources are not
- D. Neither capabilities nor resources are types of service asset
Answer: A
NEW QUESTION 38
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
- A. Availability management
- B. Release management
- C. Capacity management
- D. Design coordination
Answer: D
NEW QUESTION 39
Which statement about services is CORRECT?
- A. Internal services are delivered to external customers
- B. External services are delivered to external customers
- C. Internal services are provided by suppliers to the internal IT department
- D. External services are provided to business units in the same organisation
Answer: C
NEW QUESTION 40
A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?
- A. A hierarchic escalation
- B. A functional escalation
- C. An incident resolution
- D. A service level escalation
Answer: A
NEW QUESTION 41
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. RACI model
- B. The Deming Cycle
- C. Incident model
- D. Continual service improvement (CSI) approach
Answer: A
NEW QUESTION 42
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
- A. 2 and 3 only
- B. 1 only
- C. 1, 2 and 4 only
- D. All of the above
Answer: D
NEW QUESTION 43
Which one of the following is an objective of service catalogue management?
- A. Negotiating and agreeing operational level agreements
- B. Only ensuring that adequate technical resources are available
- C. Negotiating and agreeing service level agreement
- D. Ensuring that the service catalogue is made available to those approved to access it
Answer: D
NEW QUESTION 44
Which one of the following functions would be responsible for the management of a data centre?
- A. Facilities management
- B. Application management
- C. Service desk
- D. Technical management
Answer: A
NEW QUESTION 45
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