Rebirth ITIL-F Samples 2021

NEW QUESTION 1
Which service life cycle stage provides the following values to the business?

• A. Service transition
• B. Service strategy
• C. Service operation
• D. Service design

Answer: C

NEW QUESTION 2
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

• A. Service operation
• B. Service transition
• C. Continual service improvement
• D. Service strategy

Answer: C

NEW QUESTION 3
Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

• A. Business relationship management
• B. Service level management
• C. Availability management
• D. Change management

Answer: D

NEW QUESTION 4
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

• A. Technology, customer, user
• B. Corporate, customer, service
• C. Corporate, customer, technology
• D. Service, user, IT

Answer: B

NEW QUESTION 5
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 6
Which one of the following is a correct definition of a supplier category?

• A. Strategic - for suppliers of operational products or services
• B. Tactical - for relationships involving significant commercial activity and business interaction
• C. Operational–for suppliers providing low value and/or readily available products and services
• D. Commodity–for significant partnering relationships that involve senior managers

Answer: C

NEW QUESTION 7
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

• A. A change
• B. A change model
• C. A change request
• D. A change advisory board

Answer: A

NEW QUESTION 8
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?

• A. Service strategy
• B. Service transition planning and support
• C. Service level management
• D. Change management

Answer: B

NEW QUESTION 9
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

• A. Service design: Design the processes
• B. Service strategy: Develop the offerings
• C. Service transition: Plan and prepare for deployment
• D. Service operation: IT operations management

Answer: A

NEW QUESTION 10
Which one of the following would NOT be defined as part of every process?

• A. Roles
• B. Inputs and outputs
• C. Functions
• D. Metrics

Answer: C

NEW QUESTION 11
Which is the BEST definition of a supplier?

• A. It is a third party responsible for supplying goods or services that are required to deliver IT services
• B. It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
• C. It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
• D. It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

Answer: D

NEW QUESTION 12
Who is responsible for defining metrics for change management?

• A. The change management process owner
• B. The change advisory board (CAB)
• C. The service owner
• D. The continual service improvement manager

Answer: A

NEW QUESTION 13
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

• A. The change schedule
• B. The service portfolio
• C. A configuration management database (CMDB)
• D. The service knowledge management system (SKMS)

Answer: D

NEW QUESTION 14
Which of the following identifies the purpose of design coordination?

• A. Provide a single point of control for all activities and processes within the service design stage of the lifecycle
• B. Ensuring all service designs have availability designed into them
• C. Designing of all the links between every service design process and all other processes in the service lifecycle
• D. Control of all supplier relationships from design right through to the production environment

Answer: A

NEW QUESTION 15
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. 1 only
• B. 2 and 3 only
• C. 1, 2 and 4 only
• D. All of the above

Answer: D

NEW QUESTION 16
Which one of the following is it the responsibility of supplier management to negotiate and agree?

• A. Service level agreements (SLAs)
• B. Third-party contracts
• C. The service portfolio
• D. Operational level agreements (OLAs)

Answer: B

NEW QUESTION 17
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

• A. All of the above
• B. 1 and 3 only
• C. 1 and 2 only
• D. 2 and 3 only

Answer: A

NEW QUESTION 18
Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

• A. Service level management
• B. Change management
• C. Incident management
• D. Service asset and configuration management

Answer: D

NEW QUESTION 19
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. 1 and 3 only
• B. All of the above
• C. 1 and 2 only
• D. 2 and 3 only

Answer: B

NEW QUESTION 20
Which of the following in NOT an objectives ofthe operations management function?

• A. Swift application of skills to diagnose any IT Operations failures that occur
• B. Delivering Operational improvements to achieve reduced costs.
• C. Management of the definitive media library (DML)
• D. Maintenance of status quo to achieve stability of day to day processes and activities

Answer: A

NEW QUESTION 21
Which process would ensure that utility and warranty requirements are properly addressed in service designs?

• A. Availability management
• B. Capacity management
• C. Design coordination
• D. Release management

Answer: C

NEW QUESTION 22
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

• A. Service Units
• B. Business Units
• C. Service Providers
• D. Customers

Answer: C

NEW QUESTION 23
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

• A. 2 and 3 only
• B. 2 and 4 only
• C. 1 and 3 only
• D. All of the above

Answer: D

NEW QUESTION 24
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

• A. Change proposal
• B. Change policy
• C. Service request
• D. Risk register

Answer: A

NEW QUESTION 25
Which process includes business, service and component sub-processes?

• A. Capacity management
• B. Incident management
• C. Service level management
• D. Financial management

Answer: A

NEW QUESTION 26
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