ITIL-F - ITILA Foundation

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Example Questions

Which process includes business, service and component sub-processes? Which process is responsible for providing the rights to use an IT service? Which one of the following activities does application management perform? Which of the following activities would be performed by a process manager? - 1. Monitoring and reporting on process performance - 2. Identifying improvement opportunities - 3. Appointing people to required roles Which of the following is NOT a recognized example of a service provider type within the ITIL framework? The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? 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 process is responsible for managing relationships with vendors? Which of the following should be done when closing an incident? - 1. Check the incident categorization and correct it if necessary - 2. Check that the user is satisfied with the outcome Which one of the following do technology metrics measure? What are the categories of event described in the ITIL service operation book? What do customer perceptions and business outcomes help to define? Hierarchic escalation is BEST described as? Which one of the following would NOT be defined as part of every process? Availability management is directly responsible for the availability of which of the following? Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? 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 would be examined by a major problem review? Things that were done correctly Things that were done incorrectly How to prevent recurrence What could be done better in the future When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found Service transition contains detailed descriptions of which processes? Which one of the following is the BEST definition of an event? At which stage of the service lifecycle should the processes necessary to operate a new service be defined? 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 What are the categories of event described in the UIL service operation book? Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle? Which two processes will contribute MOST to enabling effective problem detection? Which one of the following includes four stages called Plan, Do, Check and Act? Which is the correct definition of a customer facing service? What is the act of transforming resources and capabilities into valuable service better known as? 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? Which one of the following is it the responsibility of supplier management to negotiate and agree? The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management? Which of the following is the best definition of service 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 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 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 Which of the following should be documented in an incident model? - 1. Details of the service level agreement (SLA) pertaining to the incident - 2. Chronological order of steps to resolve the incident Which of the following is NOT a valid objective of problem management? Access management is closely related to which other process? Which of the following CANNOT be provided by a tool? Which of the following is a responsibility of Supplier Management? Which process or function is responsible for monitoring activities and events in the IT infrastructure? Which one of the following is the CORRECT set of steps for the continual service improvement approach? In which of the following areas would ITIL complementary guidance provide assistance? - 1. Adapting best practice for specific industry sectors - 2. Integrating ITIL with other operating models Which one of the following can help determine the level of impact of a problem? Which process is responsible for dealing with complaints, comments, and general enquiries from users? Which process is responsible for discussing reports with customers showing whether services have met their targets? 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? Which of the following BEST describes service strategies value to the business? Which of these statements about resources and capabilities is CORRECT?

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