ITIL-Foundation Exam Dumps - ITIL Foundation Certification - IT Service Management
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which one of the following functions would be responsible for the management of a data centre?
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
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following is the BEST description of a centralized service desk?
What are the categories of events described in the ITIL service operation book?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?
Which process would you MOST expect to be involved in the management of underpinning contracts?
What are the categories of event described in the ITIL service operation book?
Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
Which process is responsible for low risk, frequently occurring, low cost changes?
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
Which statement about the emergency change advisory board (ECAB) is CORRECT?
Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
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 customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
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
Which groups of people would work according to an operational level agreement?
Which process is responsible for managing all service requests from users?
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
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
Which one of the following are the two primary elements that create value for customers?
From the perspective of the service provider, who is the person or group that agrees their service targets?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which one of the following is the BEST definition of the term 'service management'?
How many people should be accountable for a process as defined in the RACI model
A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process