Replace ITILF Exam Question For ITIL Foundation Certification

NEW QUESTION 1
Which role is responsible for carrying out the activities of a process?

• A. Process owner
• B. Change manager
• C. Service manager
• D. Process practitioner

Answer: D

NEW QUESTION 2
What are the categories of events described in the ITIL service operation book?

• A. Informational, scheduled, normal
• B. Scheduled, unscheduled, emergency
• C. Informational, warning, exception
• D. Warning, reactive, proactive

Answer: C

NEW QUESTION 3
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1) Monitoring system availability
2) Designing availability into a proposed solution

• A. Neither of the above
• B. Both of the above
• C. 1 only
• D. 2 only

Answer: D

NEW QUESTION 4
A single Release unit, or a structured set of Release units can be defined within:

• A. The RACI Model
• B. A Release Package
• C. A Request Model
• D. The Plan, Do, Check, Act (PDCA) cycle

Answer: B

NEW QUESTION 5
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

• A. 2onty
• B. 1 only
• C. Neither of the above
• D. Both of the above

Answer: C

NEW QUESTION 6
Which of the following statements is CORRECT?

• A. The CMS is part of the Configuration Management Data Base (CMDB)
• B. The KEDB and the CMS form part of the larger SKMS
• C. The Service Knowledge Management System (SKMS) is part of the CMS
• D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

Answer: B

NEW QUESTION 7
Which of the following statements correctly states the relationship between urgency, priority and impact?

• A. Impact, priority and urgency are independent of each other
• B. Urgency should be based on impact and priority
• C. Impact should be based on urgency and priority
• D. Priority should be based on impact and urgency

Answer: D

NEW QUESTION 8
What are the three service provider business models?

• A. Internal service provider, outsourced 3rd party and off-shore party
• B. Internal service operations provider, external service operations provider, shared service unit
• C. Internal service provider, external service provider, outsourced 3rd party
• D. Internal service provider, external service provider, shared service unit

Answer: D

NEW QUESTION 9
The MAIN purpose of the Service Portfolio is to describe services in terms of?

• A. Business Value
• B. Functionality
• C. IT Assets
• D. Service Level Requirements

Answer: A

NEW QUESTION 10
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

• A. People, process, partners, performance
• B. Performance, process, products, plans
• C. People, process, products, partners
• D. People, products, plans, partners

Answer: C

NEW QUESTION 11
Which of the following statements about communication within Service Operation are CORRECT?
1: All communication must have an intended purpose or resultant action
2: Communication should not take place without a clear audience

• A. 1 only
• B. 2 only
• C. Both of the above
• D. None of the above

Answer: C

NEW QUESTION 12
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

• A. The Service Desk Manager
• B. The Service Manager
• C. The Request Fulfillment Process Manager
• D. The Request Fulfillment Process Owner

Answer: D

NEW QUESTION 13
Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Reduction in the duration and frequency of service outages

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

Answer: C

NEW QUESTION 14
Which of these statements about Service Desk staff is CORRECT?

• A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
• B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
• C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
• D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Answer: B

NEW QUESTION 15
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?

• A. Categorization
• B. Logging
• C. Prioritization
• D. Closure

Answer: A

NEW QUESTION 16
Which one of the following is an objective of service catalogue management?

• A. Negotiating and agreeing service level agreement
• B. Negotiating and agreeing operational level agreements
• C. Ensuring that the service catalogue is made available to those approved to access it
• D. Only ensuring that adequate technical resources are available

Answer: C

NEW QUESTION 17
Which of the following is NOT the responsibility of Service Catalogue Management?

• A. Ensuring that all operational services are recorded in the Service Catalogue
• B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
• C. Ensuring that information in the Service Catalogue is accurate
• D. Ensuring that information within the Service Pipeline is accurate

Answer: D

NEW QUESTION 18
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