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ITIL-Foundation PDF Dumps | Nov 12, 2023 Recently Updated Questions
NEW QUESTION # 138
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
- A. 2 and 4 only
- B. 1 and 3 only
- C. 2 and 3 only
- D. All of the above
Answer: D
NEW QUESTION # 139
Which function is responsible for the closure of an incident record?
- A. The service desk
- B. Either the service desk or an appropriate third party engineer
- C. Any appropriate function
- D. Event management
Answer: A
NEW QUESTION # 140
Service transition contains detailed descriptions of which processes?
- A. Change management, capacity management event management, service request management
- B. Service level management, service portfolio management, service asset and configuration management
- C. Change management, service asset and configuration management, release and deployment management
- D. Service asset and configuration management, release and deployment management, request fulfilment
Answer: C
NEW QUESTION # 141
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
- A. 3 only
- B. 2 only
- C. All of the above
- D. 1 only
Answer: C
NEW QUESTION # 142
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that the user is satisfied with the outcome
- A. Neither of the above
- B. 2 only
- C. Both of the above
- D. 1 only
Answer: C
NEW QUESTION # 143
Which of the following would NOT be contained in a release policy?
- A. Roles and responsibilities for the release
- B. Entry and exit criteria of the release into testing
- C. Naming and numbering conventions
- D. The risk register for the release
Answer: D
NEW QUESTION # 144
Which process will regularly analyze incident data to identify discernible trends?
- A. Change management
- B. Problem management
- C. Service level management
- D. Event management
Answer: B
NEW QUESTION # 145
Which statement about the known error database (KEDB. is
- A. It is maintained by problem management and is used by the service desk to help resolve incidents
- B. It is a part of the configuration management database (CMDB. and contains workarounds
- C. It is maintained by incident management and contains solutions to be implemented by problem Management
- D. It is maintained by the service desk and updated with the details of each new incident
Answer: A
NEW QUESTION # 146
Which reason describes why ITIL is so successful?
- A. It is designed to be used to manage projects
- B. The five ITIL volumes are concise
- C. It tells service providers exactly how to be successful
- D. It is not tied to any particular vendor platform
Answer: D
NEW QUESTION # 147
What are customers of IT services who do NOT work in the same organization as the service provider known as?
- A. Strategic customers
- B. Valued customers
- C. Internal customers
- D. External customers
Answer: D
NEW QUESTION # 148
Which two processes will contribute MOST to enabling effective problem detection?
- A. Incident and financial management
- B. Knowledge and service level management
- C. Change and release and deployment management
- D. Incident and event management
Answer: D
NEW QUESTION # 149
Which Functions are included in IT operations management?
- A. Technical management and change management
- B. Facilities management and release management
- C. Network management and application management
- D. IT operations control and facilities management
Answer: D
NEW QUESTION # 150
What is a RACI model used for?
- A. Monitoring services
- B. Performance analysis
- C. Defining roles and responsibilities
- D. Recording configuration items
Answer: C
NEW QUESTION # 151
Access management is closely related to which other process?
- A. 3rd line support
- B. Information security management
- C. Change management
- D. Capacity management only
Answer: B
NEW QUESTION # 152
Which statement about the service portfolio is TRUE?
- A. It is an integral part of the service catalogue
- B. The service portfolio includes all services except those managed by third parties
- C. It represents all resources presently engaged or being released in various stages of the service lifecycle
- D. It allows the organization unlimited resources when planning for new service deployments
Answer: C
NEW QUESTION # 153
What is the primary focus of component capacity management?
- A. Review of all capacity supplier agreements and underpinning contracts with supplier management
- B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- D. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
Answer: B
NEW QUESTION # 154
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive production library
- B. In the definitive software library
- C. In the definitive security library
- D. In the definitive media library
Answer: D
NEW QUESTION # 155
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?
- A. Underpinning contract
- B. Service level contract
- C. Operational contract
- D. Serviceability contract
Answer: A
NEW QUESTION # 156
Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?
- A. Service capacity management
- B. Supplier capacity management
- C. Business capacity management
- D. Component capacity management
Answer: C
NEW QUESTION # 157
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?
- A. Service operation.
- B. Service Design.
- C. Service transition
- D. Service level management
Answer: C
NEW QUESTION # 158
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
- A. Capacity management
- B. Service level management
- C. Incident management
- D. IT operations management
Answer: D
NEW QUESTION # 159
Which process analyses services that are no longer viable and when they should be retired?
- A. Service portfolio management
- B. Business relationship management
- C. Change management
- D. Service level management
Answer: A
NEW QUESTION # 160
Which processes ensure the targets in the underpinning contracts are appropriate?
- A. Supplier management and service level management
- B. Design coordination and service level management
- C. Service level management and availability management
- D. Configuration management and service portfolio management
Answer: A
NEW QUESTION # 161
What BEST defines roles and responsibilities in relation to process and activities?
- A. Configuration baseline
- B. Human resource model
- C. RACI matrix
- D. Service model
Answer: C
NEW QUESTION # 162
. When should a known error be raised?
- A. As soon as the major problem procedure is executed
- B. Only when the root cause is found and a workaround exists
- C. Only when the error in the IT Service is found
- D. As soon as it becomes useful to do so
Answer: D
NEW QUESTION # 163
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