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ITIL-F Practice Exam Questions and Answers

ITIL® Foundation

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Total Questions : 324

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Question # 1

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?

Options:

A.  

Implementing service and process improvements

B.  

Reviewing measurements and metrics

C.  

Creating a baseline

D.  

Defining measurable targets

Discussion 0
Question # 2

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?

Options:

A.  

People, process, partners, performance

B.  

Performance, process, products, problems

C.  

People, process, products, partners

D.  

People, products, perspective, partners

Discussion 0
Question # 3

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

Options:

A.  

2 and 3 only

B.  

1 and 3 only

C.  

2 and 4 only

D.  

All of the above

Discussion 0
Question # 4

Which one of the following do technology metrics measure?

Options:

A.  

Components

B.  

Processes

C.  

The end-to-end service

D.  

Customer satisfaction

Discussion 0
Question # 5

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

Options:

A.  

Suppliers, manufacturers and vendors

B.  

Customers

C.  

Internal departments

D.  

The facilities management function

Discussion 0
Question # 6

Which of the following is NOT an objective of Continual Service Improvement?

Options:

A.  

Review and analyze Service Level Achievement results

B.  

Identify activities to improve the efficiency of service management processes

C.  

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.  

Conduct activities to deliver and manage services at agreed levels to business users

Discussion 0
Question # 7

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Options:

A.  

To ensure that a service can be managed and operated in accordance with constraints specified during design

B.  

To design and develop capabilities for service management

C.  

To provide good-quality knowledge and information about services

D.  

To plan the resources required to manage a release

Discussion 0
Question # 8

Service transition contains detailed descriptions of which processes?

Options:

A.  

Change management, service asset and configuration management, release and deployment management

B.  

Change management, capacity management event management, service request management

C.  

Service level management, service portfolio management, service asset and configuration management

D.  

Service asset and configuration management, release and deployment management, request fulfilment

Discussion 0
Question # 9

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

Options:

A.  

Both of the above

B.  

Neither of the above

C.  

Option 1 only

D.  

Option 2 only

Discussion 0
Question # 10

Which of the following is NOT an objective of service transition?

Options:

A.  

To ensure that a service can be managed, operated and supported

B.  

To provide training and certification in project management

C.  

To provide quality knowledge and information about services and service assets

D.  

To plan and manage the capacity and resource requirements to manage a release

Discussion 0
Question # 11

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Options:

A.  

The IT director

B.  

The process owner

C.  

The service owner

D.  

The customer

Discussion 0
Question # 12

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Options:

A.  

RACI model

B.  

Incident model

C.  

Continual service improvement (CSI) approach

D.  

The Deming Cycle

Discussion 0
Question # 13

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Options:

A.  

Be accountable for the outcome of an activity

B.  

Perform an activity

C.  

Be kept up-to-date on the progress of an activity

D.  

Manage an activity

Discussion 0
Question # 14

A process owner has been identified with an "I" in a RACI matrix.

Which one of the following would be expected of them?

Options:

A.  

Be accountable for the outcome of an activity

B.  

Perform an activity

C.  

Be kept up-to-date on the progress of an activity

D.  

Manage an activity

Discussion 0
Question # 15

What is a RACI model used for?

Options:

A.  

Performance analysis

B.  

Recording configuration items

C.  

Monitoring services

D.  

Defining roles and responsibilities

Discussion 0
Question # 16

Which one of the following generates demand for services?

Options:

A.  

Infrastructure trends

B.  

Patterns of business activity (PBA)

C.  

Cost of providing support

D.  

Service level agreements (SLA)

Discussion 0
Question # 17

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

Options:

A.  

Do

B.  

Perform

C.  

Implement

D.  

Measure

Discussion 0
Question # 18

Within service design, what is the key output handed over to service transition?

Options:

A.  

Measurement, methods and metrics

B.  

Service design package

C.  

Service portfolio design

D.  

Process definitions

Discussion 0
Question # 19

Which of the following BEST describes a problem?

Options:

A.  

An issue reported by a user

B.  

The cause of two or more incidents

C.  

A serious incident which has a critical impact to the business

D.  

The cause of one or more incidents

Discussion 0
Question # 20

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Options:

A.  

A capacity database

B.  

A definitive media library

C.  

A request for change

D.  

A known error database

Discussion 0
Question # 21

Which of the following CANNOT be provided by a tool?

Options:

A.  

Knowledge

B.  

Information

C.  

Wisdom

D.  

Data

Discussion 0
Question # 22

Which of the following options is a hierarchy that is used in knowledge management?

Options:

A.  

Wisdom - Information - Data - Knowledge

B.  

Data - Information - Knowledge - Wisdom

C.  

Knowledge - Wisdom - Information - Data

D.  

Information - Data - Knowledge - Wisdom

Discussion 0
Question # 23

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

A.  

1, 2 and 3 only

B.  

1, 3 and 4 only

C.  

2, 3 and 4 only

D.  

All of the above

Discussion 0
Question # 24

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

Options:

A.  

2 and 3 only

B.  

2 and 4 only

C.  

1 and 3 only

D.  

All of the above

Discussion 0
Question # 25

Remediation planning is a key part of which process?

Options:

A.  

Capacity management

B.  

Change management

C.  

Financial management for IT services

D.  

Availability management

Discussion 0
Question # 26

Which of the following BEST describes the purpose of access management?

Options:

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

Discussion 0
Question # 27

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Options:

A.  

The change authorization board

B.  

The change advisory board

C.  

The change implementer

D.  

The change manager

Discussion 0
Question # 28

Which of these should a change model include?

1. The steps that should be taken to handle the change

2. Responsibilities; who should do what, including escalation

3. Timescales and thresholds for completion of the actions

4. Complaints procedures

Options:

A.  

1,2 and 3 only

B.  

All of the above

C.  

1 and 3 only

D.  

2 and 4 only

Discussion 0
Question # 29

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Options:

A.  

Service level management

B.  

Service portfolio management

C.  

Request fulfilment

D.  

Demand management

Discussion 0
Question # 30

Which process will regularly analyze incident data to identify discernible trends?

Options:

A.  

Service level management

B.  

Problem management

C.  

Change management

D.  

Event management

Discussion 0
Question # 31

Which one of the following activities does application management perform?

Options:

A.  

Defining where the vendor of an application should be located

B.  

Ensuring that the required functionality is available to achieve the required business outcome

C.  

Deciding who the vendor of storage devices will be

D.  

Agreeing the service levels for the service supported by the application

Discussion 0
Question # 32

Which of the following is the BEST description of a centralized service desk?

Options:

A.  

The desk is co-located within or physically close to the user community it serves

B.  

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

C.  

The desk provides 24 hour global support

D.  

There is a single desk in one location serving the whole organization

Discussion 0
Question # 33

Which of the following BEST describes technical management?

Options:

A.  

A function responsible for facilities management and building control systems

B.  

A function that provides hardware repair services for technology involved in the delivery of service to customers

C.  

Senior managers responsible for all staff within the technical support function

D.  

A function that includes providing technical expertise and overall management of the IT infrastructure

Discussion 0
Question # 34

Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

Options:

A.  

Local

B.  

Centralized

C.  

Outsourced

D.  

Virtual

Discussion 0
Question # 35

Which one of the following functions would be responsible for the management of a data centre?

Options:

A.  

Technical management

B.  

Service desk

C.  

Application management

D.  

Facilities management

Discussion 0
Question # 36

Which one of the following is NOT an objective of problem management?

Options:

A.  

Minimizing the impact of incidents that cannot be prevented

B.  

Preventing problems and resulting incidents from happening

C.  

Eliminating recurring incidents

D.  

Restoring normal service operation as quickly as possible

Discussion 0
Question # 37

Which process is responsible for managing relationships with vendors?

Options:

A.  

Change management

B.  

Service portfolio management

C.  

Supplier management

D.  

Continual service improvement

Discussion 0
Question # 38

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

Options:

A.  

Service level management

B.  

Financial management

C.  

Demand management

D.  

Risk management

Discussion 0
Question # 39

Which process would you MOST expect to be involved in the management of underpinning contracts?

Options:

A.  

Change management

B.  

Service catalogue management

C.  

Supplier management

D.  

Release and deployment management

Discussion 0
Question # 40

Which one of the following do major incidents require?

Options:

A.  

Separate procedures

B.  

Less urgency

C.  

Longer timescales

D.  

Less documentation

Discussion 0
Question # 41

Which is the correct definition of a customer facing service?

Options:

A.  

One which directly supports the business processes of customers

B.  

A service that cannot be allowed to fail

C.  

One which is not covered by a service level agreement

D.  

A service not directly used by the business

Discussion 0
Question # 42

What should a service always deliver to customers?

Options:

A.  

Applications

B.  

Infrastructure

C.  

Value

D.  

Resources

Discussion 0
Question # 43

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

Options:

A.  

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B.  

Public frameworks are always cheaper to adopt

C.  

Public frameworks are prescriptive and tell you exactly what to do

D.  

Proprietary knowledge has been tested in a wide range of environments

Discussion 0
Question # 44

Which one of the following is the BEST definition of the term 'service management'?

Options:

A.  

A set of specialized organizational capabilities for providing value to customers in the form of services

B.  

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C.  

The management of functions within an organization to perform certain activities

D.  

Units of organizations with roles to perform certain activities

Discussion 0
Question # 45

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:

A.  

Business services

B.  

Component services

C.  

Supporting services

D.  

Customer services

Discussion 0
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