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Free ITIL® ITIL-Foundation Exam Questions (page: 7)

Page 7 of 46
PDF with 356 Questions

Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity

  1. 1 and 2
  2. 2 and 3
  3. 3 and 4
  4. 1 and 4

Answer(s): D



Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

  1. Incident management
  2. Continual improvement
  3. Service request management
  4. Change enablement

Answer(s): B



Which activity is NOT recommended by the 'start where you are' guiding principle?

  1. Involving people who are not familiar with a service when observing and assessing its activities
  2. Applying risk management when considering to introduce new processes
  3. Using source data to avoid any unintentional data distortion round in reports
  4. Discarding existing processes before assessing their usefulness

Answer(s): D



Which is the MOST important stakeholder group that a service provider needs to collaborate with?

  1. Suppliers
  2. Customers
  3. Relationship managers
  4. Developers

Answer(s): B



Which practice handles all pre-defined user-initiated service actions?

  1. Deployment management
  2. Incident management
  3. Service level management
  4. Service request management

Answer(s): D



A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?

  1. Incident management
  2. Problem management
  3. Change enablement
  4. Service request management

Answer(s): A



Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

  1. Incident management
  2. Service level management
  3. Problem management
  4. Service request management

Answer(s): D



Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

  1. Deployment management
  2. Continual improvement
  3. Monitoring and event management
  4. IT asset management

Answer(s): D



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