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ITIL Practice Questions

ITIL Foundation (V4)

Last Update 5 days ago
Total Questions : 503

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Question # 31

When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?

Options:

A.  

Business objectives

B.  

Improvement plans

C.  

Assessment results

D.  

Measureable Targets

Discussion 0
Question # 32

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

Options:

A.  

1 and 2

B.  

2 and 3

C.  

3 and 4

D.  

1 and 4

Discussion 0
Question # 33

For which purpose would the continual improvement practice use a SWOT analysis?

Options:

A.  

Understanding the current state

B.  

Defining the future desired state

C.  

Tracking and managing ideas

D.  

Ensuring everyone actively participates

Discussion 0
Question # 34

What is used as a tool to help define and measure performance?

Options:

A.  

A continual improvement register

B.  

An incident record

C.  

A change schedule

D.  

A service level agreement

Discussion 0
Question # 35

What can a change schedule be used for?

Options:

A.  

Speeding up the planning and authorization of emergency changes

B.  

Providing information about deployed changes to help manage incidents and problems.

C.  

Tracking and managing improvement ideas from identification through to final action

D.  

Providing a way to initiate normal changes

Discussion 0
Question # 36

Identity the missing word in the following sentence

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

Options:

A.  

organizations

B.  

outcomes

C.  

relationships

D.  

services

Discussion 0
Question # 37

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

Options:

A.  

IT asset management

B.  

Deployment management

C.  

Continual management

D.  

Monitoring and event management

Discussion 0
Question # 38

What is the primary focus of business capacity management?

Options:

A.  

Management, control and prediction of the performance, utilization and capacity of individual elements of

IT technology

B.  

Review of all capacity supplier agreements and underpinning contracts with supplier management

C.  

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT

services

D.  

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

Discussion 0
Question # 39

Why should service desk staff detect recurring issues?

Options:

A.  

To help identify problems

B.  

To escalate incidents to the correct support team

C.  

To ensure effective handling of service requests

D.  

To engage the correct change authority

Discussion 0
Question # 40

Which statement about the ‘change enablement’ practice is CORRECT?

Options:

A.  

Service requests are usually normal changes that can be implemented quickly without authorization

B.  

Emergency changes are changes that must be fully tested and fully documented prior to implementation

C.  

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D.  

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Discussion 0
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