Certification Training for ITIL-Foundation Exam Dumps Test Engine [2021]
Sep 27, 2021 Step by Step Guide to Prepare for ITIL-Foundation Exam
NEW QUESTION 188
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
- A. Do
- B. Perform
- C. Implement
- D. Measure
Answer: A
NEW QUESTION 189
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
- A. All of the above
- B. 3 only
- C. 1 only
- D. 2 only
Answer: A
NEW QUESTION 190
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Incident
- B. Outcome
- C. Problem
- D. Change
Answer: B
NEW QUESTION 191
Which is the correct definition of a customer facing service?
- A. One which is not covered by a service level agreement
- B. One which directly supports the business processes of customers
- C. A service that cannot be allowed to fail
- D. A service not directly used by the business
Answer: B
NEW QUESTION 192
Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business requirements?
- A. Service configuration
- B. Service operation
- C. Service transition
- D. Service design
Answer: D
NEW QUESTION 193
Which of the following BEST describes service strategies' value to the business?
- A. Reduction in unplanned costs through optimized handling of service outages
- B. Allows higher volumes of successful change
- C. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
- D. Reduction in the duration and frequency of service outages
Answer: C
NEW QUESTION 194
In service design, which term describes services, technologies and tools?
- A. Partners
- B. People
- C. Processes
- D. Products
Answer: D
NEW QUESTION 195
In which of the following should details of a workaround be documented?
- A. In the IT service plan
- B. In a problem record
- C. In a service level agreement (SLA)
- D. In the availability management information system
Answer: B
Explanation:
Explanation/Reference:
Explanation:
NEW QUESTION 196
Which of the following is an objective of business relationship management?
- A. To secure funding to manage the provision of services
- B. To ensure high levels of customer satisfaction
- C. To ensure strategic plans for IT services exist
- D. To identify patterns of business activity
Answer: B
NEW QUESTION 197
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
- A. Reviewing measurements and metrics
- B. Defining measurable targets
- C. Implementing service and process improvements
- D. Creating a baseline
Answer: B
NEW QUESTION 198
Which of the following is NOT an objective of request fulfillment?
- A. To provide a channel for users to request and receive standard services
- B. To update the service catalogue with services that may be requested through the service desk
- C. To source and deliver the components of standard services that have been requested
- D. To provide information to users about what services are available and how to request them
Answer: B
NEW QUESTION 199
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
- A. Customer
- B. User
- C. Supplier
- D. Administrator
Answer: A
NEW QUESTION 200
What does the continual service improvement (CSI) approach enable a business to achieve?
- A. It dictates the way the business interacts with external suppliers.
- B. It keeps the communication going within the business.
- C. It helps the business in making decisions on improvement initiatives.
- D. It helps the stakeholders understand their customers.
Answer: D
NEW QUESTION 201
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
- A. Suppliers, manufacturers and vendors
- B. The facilities management function
- C. Customers
- D. Internal departments
Answer: A
NEW QUESTION 202
Which one of the following is the BEST definition of an event?
- A. The unknown cause of one or more incidents that have an impact on an IT service
- B. Reducing or eliminating the cause of an incident or problem
- C. Any change of state that has significance for the management of a configuration item (CI) or IT service
- D. An unplanned interruption to an IT service or a reduction in the quality of an IT service
Answer: C
NEW QUESTION 203
Which one of the following is it the responsibility of supplier management to negotiate and agree?
- A. Service level agreements (SLAs)
- B. The service portfolio
- C. Operational level agreements (OLAs)
- D. Third-party contracts
Answer: D
NEW QUESTION 204
What guidance does ITIL give on the frequency of production of service reporting?
- A. Reporting intervals should be set by the service provider
- B. Service reporting intervals must be defined and agreed with the customers
- C. Service reporting intervals must be the same for all services
- D. Reports should be produced weekly
Answer: B
NEW QUESTION 205
Which statement about service review meetings is FALSE?
- A. Actions from service review meetings should only be assigned to the service provider
- B. Issues for the upcoming period should be discussed at the meetings
- C. Progress and success of the service improvement programme (SIP) should be reviewed
- D. Meetings should be held on a regular basis to review service achievement
Answer: A
NEW QUESTION 206
Which service lifecycle stage supports the creation of a portfolio of quantified services?
- A. Service level management
- B. Service operation
- C. Service design
- D. Service strategy
Answer: D
NEW QUESTION 207
Which of the following BEST describes a problem?
- A. The cause of one or more incidents
- B. A serious incident which has a critical impact to the business
- C. The cause of two or more incidents
- D. An issue reported by a user
Answer: A
NEW QUESTION 208
Which of the following is an enabler of best practice?
- A. Technology
- B. Standards
- C. Academic research
- D. Internal experience
Answer: A
NEW QUESTION 209
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 an agreed level of IT service is provided for all current IT services
- C. To create and populate a service catalogue
- D. To ensure that sufficient capacity is provided to deliver the agreed performance of services
Answer: B
NEW QUESTION 210
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