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ITIL-Foundation Exam Dumps - ITIL Foundation Certification - IT Service Management

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Question # 4

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

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Question # 5

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

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Question # 6

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

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Question # 7

Which one of the following functions would be responsible for the management of a data centre?

A.

Technical management

B.

Service desk

C.

Application management

D.

Facilities management

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Question # 8

Which of the following activities are performed by a service desk?

1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis

3. Restoring service

4. Implementing all standard changes

A.

All of the above

B.

1, 2 and 3 only

C.

2 and 4 only

D.

3 and 4 only

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