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ITIL-F Practice Questions

ITIL® Foundation

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Total Questions : 324

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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
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