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ITIL-Foundation Practice Questions

ITIL Foundation Certification - IT Service Management

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Total Questions : 324

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Question # 41

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options:

A.  

Return on investment (ROI), value on investment (VOI), quality

B.  

Strategic, tactical and operational

C.  

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.  

Technology, process and service

Discussion 0
Question # 42

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 # 43

Which of the following is NOT one of the five individual aspects of service design?

Options:

A.  

The design of the service portfolio, including the service catalogue

B.  

The design of new or changed services

C.  

The design of market spaces

D.  

The design of the technology architectures

Discussion 0
Question # 44

The consideration of value creation is a principle of which stage of the service lifecycle?

Options:

A.  

Continual service improvement

B.  

Service strategy

C.  

Service design

D.  

Service transition

Discussion 0
Question # 45

What do customer perceptions and business outcomes help to define?

Options:

A.  

The value of a service

B.  

Governance

C.  

Total cost of ownership (TCO)

D.  

Key performance indicators (KPIs)

Discussion 0
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