Ultimate Guide to Prepare ITIL-Foundation Certification Exam for ITIL Foundation Certification in 2021
Use Real ITIL-Foundation Dumps - ITIL Correct Answers updated on 2021
NEW QUESTION 133
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
- A. The customer
- B. The IT director
- C. The process owner
- D. The service owner
Answer: C
NEW QUESTION 134
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
- A. Operational contract
- B. Service level contract
- C. Serviceability contract
- D. Underpinning contract
Answer: D
NEW QUESTION 135
Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION 136
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. To detect security events and make sense of them
- C. Provides the rights for users to be able to use a service or group of services
- D. To prevent problems and resulting Incidents from happening
Answer: C
NEW QUESTION 137
Which function is responsible for the closure of an incident record?
- A. Event management
- B. The service desk
- C. Any appropriate function
- D. Either the service desk or an appropriate third party engineer
Answer: B
NEW QUESTION 138
Availability management is directly responsible for the availability of which of the following?
- A. IT services, components and business processes
- B. IT services and components
- C. IT services and business processes
- D. Components and business processes
Answer: B
NEW QUESTION 139
Which of the following is NOT an objective of service transition?
- A. To provide quality knowledge and information about services and service assets
- B. To plan and manage the capacity and resource requirements to manage a release
- C. To provide training and certification in project management
- D. To ensure that a service can be managed, operated and supported
Answer: C
NEW QUESTION 140
How should entries in the CSI register be categorized?
- A. Based on priority, urgency and impact to the business and to all its stakeholders
- B. Based on small, medium or, large undertakings that can be done quickly, medium term or long term
- C. Based on best improvement opportunities in the organization to achieve a competitive advantage
- D. Based on IT service name, cost to the business and expected outcomes to the customer
Answer: B
NEW QUESTION 141
Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
- A. Service desk
- B. External
- C. Shared services unit
- D. Internal
Answer: A
NEW QUESTION 142
Who is responsible for defining metrics for change management?
- A. The change management process owner
- B. The change advisory board (CAB)
- C. The continual service improvement manager
- D. The service owner
Answer: A
NEW QUESTION 143
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
- A. Customer assets
- B. Business activity
- C. Customer perceptions
- D. Business vision
Answer: D
NEW QUESTION 144
The BEST description of an incident is:
- A. An unplanned interruption to service or a reduction in the quality of service
- B. An unplanned disruption of service unless there is a backup to that service
- C. Any disruption to service whether planned or unplanned
- D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Answer: A
NEW QUESTION 145
Which is the BEST definition of a service?
- A. It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
- B. It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
- C. It is a means of delivering value customers by facilitating outcomes 100 percent of the time.
- D. is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
Answer: B
NEW QUESTION 146
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 147
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
- A. All of the above
- B. 1, 2 and 3 only
- C. 1, 3 and 4 only
- D. 2, 3 and 4 only
Answer: A
NEW QUESTION 148
How are groups, teams, departments and divisions classified?
- A. Functions
- B. Roles
- C. Technicians
- D. Processes
Answer: A
NEW QUESTION 149
Remediation planning is a key part of which process?
- A. Change management
- B. Availability management
- C. Financial management for IT services
- D. Capacity management
Answer: A
NEW QUESTION 150
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
- A. Service operation.
- B. Service level management
- C. Service Design.
- D. Service transition
Answer: D
NEW QUESTION 151
Which process is responsible for sourcing and delivering components of requested standard services?
- A. Service desk
- B. Request fulfilment
- C. IT finance
- D. Service portfolio management
Answer: B
NEW QUESTION 152
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 153
What BEST describes the value of service strategy to the business?
- A. It provides quick and effective access to standard services
- B. It improves the control of service assets and configurations
- C. It reduces the effort spent on managing test and pilot environments
- D. It supports the creation of a portfolio of quantified services
Answer: D
NEW QUESTION 154
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