Latest ITIL Foundation ITILF Testing Bible

NEW QUESTION 1
Which of the following BEST describes the purpose of access management?

• A. To provide a channel for users to request and receive standard services
• B. Provides the rights for users to be able to use a service or group of services
• C. To prevent problems and resulting Incidents from happening
• D. To detect security events and make sense of them

Answer: B

NEW QUESTION 2
Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

• A. Profit
• B. Preparation
• C. Products
• D. Potential

Answer: C

NEW QUESTION 3
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

• A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
• B. No: the Known Error should be created before the problem is logged
• C. No: a known error record is created when the original incident is raised
• D. No: a known error record should be created with the next release of the service

Answer: A

NEW QUESTION 4
Which of the following is the best definition of service management?

• A. The ability to keep services highly available to meet the business needs
• B. A set of specialized organizational capabilities for providing value to customers in the form of services
• C. A complete set of all the documentation required to deliver world class services to customers
• D. An internationally recognized methodology to provide valuable services to customers

Answer: B

NEW QUESTION 5
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, 2 and 3 only
• B. 1, 3 and 4 only
• C. 2, 3 and 4 only
• D. All of the above

Answer: D

NEW QUESTION 6
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 7
Which process lists "Understanding patterns of business activity" as a major role?

• A. Demand Management
• B. Supplier Management
• C. Service Desk
• D. Request Fulfillment

Answer: A

NEW QUESTION 8
Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems
2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

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

Answer: B

NEW QUESTION 9
Customer perceptions and business outcomes help to define what?

• A. The value of a service
• B. Governance
• C. Total cost of ownership (TCO)
• D. Key performance indicators (KPIs)

Answer: A

NEW QUESTION 10
Which one of the following is the purpose of service level management?

• A. To carry out the service operations activities needed to support current IT services
• B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
• C. To create and populate a service catalogue
• D. To ensure that an agreed level of IT service is provided for all current IT services

Answer: D

NEW QUESTION 11
Which of the following does the Availability Management process include?
1: Ensuring services are able to meet availability targets
2: Monitoring and reporting actual availability
3: Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

Answer: B

NEW QUESTION 12
Which reason describes why ITIL is so successful?

• A. The five ITIL volumes are concise
• B. It is not tied to any particular vendor platform
• C. It tells service providers exactly how to be successful
• D. It is designed to be used to manage projects

Answer: B

NEW QUESTION 13
What is the entry point or the first level of the V model?

• A. Service Solution
• B. Customer / Business Needs
• C. Service Release
• D. Service Requirements

Answer: B

NEW QUESTION 14
Which process is responsible for sourcing and delivering components of requested standard services?

• A. Request fulfilment
• B. Service portfolio management
• C. Service desk
• D. IT finance

Answer: A

NEW QUESTION 15
Which one of the following generates demand for services?

• A. Infrastructure trends
• B. Patterns of business activity (PBA)
• C. Cost of providing support
• D. Service level agreements (SLA)

Answer: B

NEW QUESTION 16
In terms of adding value to the business, which one of the following describes service operation s contribution?

• A. The cost of the service is designed, predicted and validated
• B. Measures for optimization are identified
• C. Service value is modeled
• D. Service value is visible to customers

Answer: D

NEW QUESTION 17
Which role is accountable for a specific service within an organization?

• A. The Service Level Manager
• B. The Business Relationship Manager
• C. The Service Owner
• D. The Service Continuity Manager

Answer: C

NEW QUESTION 18
Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1) Risk assessment
2) Testing of resilience mechanisms
3) Monitoring of component availability

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

Answer: B

NEW QUESTION 19
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