ITIL Foundation Certification - IT Service Management
Last Update 6 days ago
Total Questions : 324
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Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
How many people should be accountable for a process as defined in the RACI model?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?
Which of the following options is a hierarchy that is used in knowledge 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
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 one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which of the following is the BEST description of a centralized service desk?
Which function or process would provide staff to monitor events in an operations bridge?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which process would you MOST expect to be involved in the management of underpinning contracts?
With which process is problem management likely to share categorization and impact coding systems?
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
Which one of the following are the two primary elements that create value for customers?
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Which process is responsible for discussing reports with customers showing whether services have met their targets?
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
Which one of the following is the BEST definition of the term 'service management'?
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
Which one of the following is the BEST definition of the term ‘service management’?
What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?
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 of the following is NOT one of the five individual aspects of service design?
The consideration of value creation is a principle of which stage of the service lifecycle?
TESTED 29 Apr 2024
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