[Sep-2021] ITIL ITIL-Foundation Dumps – Reduce Your Chance of Failure in ITIL-Foundation Exam
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NEW QUESTION 61
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
- A. Service strategy
- B. Continual service improvement
- C. Service operation
- D. Service design
Answer: B
NEW QUESTION 62
. Which is an outcome of service design?
- A. Services and operational quality are enhanced
- B. User training and awareness for the service is maximized
- C. Expectations setting of all stakeholders for the services improved
- D. Standard Services are provided quickly and efficiently across the business
Answer: A
NEW QUESTION 63
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
- A. 2 only
- B. 1 only
- C. Neither of the above
- D. Both of the above
Answer: B
NEW QUESTION 64
Which process would be used to compare the value that newer services have offered over those they have replaced?
- A. Service portfolio management
- B. Service catalogue management
- C. Availability management
- D. Capacity management
Answer: A
NEW QUESTION 65
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
- A. Service level management
- B. Change management
- C. Design coordination
- D. Service transition planning and support
Answer: C
NEW QUESTION 66
What is the best description of an external customer?
- A. Anyone who gets charged for the delivered services
- B. Someone who works in the same organization but in a different business unit to the service provider
- C. Customers for whom the cost of the service is the primary driver
- D. Customers who are not part of the same organization as the service provider
Answer: D
NEW QUESTION 67
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
- A. Do
- B. Perform
- C. Implement
- D. Measure
Answer: A
NEW QUESTION 68
In which of the following should details of a workaround be documented?
- A. In the IT service plan
- B. In a problem record
- C. In a service level agreement (SLA)
- D. In the availability management information system
Answer: B
Explanation:
Explanation/Reference:
Explanation:
NEW QUESTION 69
Which one of the following is concerned with policy and direction?
- A. Service level management
- B. Service design
- C. Governance
- D. Capacity management
Answer: C
NEW QUESTION 70
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
- A. Local
- B. Centralized
- C. Virtual
- D. Outsourced
Answer: D
NEW QUESTION 71
Which one of the following does service metrics measure?
- A. Maturity and cost
- B. The end-to-end service
- C. Infrastructure availability
- D. Functions
Answer: B
NEW QUESTION 72
Which process is responsible for managing relationships with vendors?
- A. Continual service improvement
- B. Change management
- C. Supplier management
- D. Service portfolio management
Answer: C
NEW QUESTION 73
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
- A. All of the above
- B. 1 only
- C. 2 and 3 only
- D. 1, 2 and 4 only
Answer: A
NEW QUESTION 74
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
- A. 2 and 3 only
- B. None of the above
- C. 1 and 2 only
- D. 1 and 3 only
Answer: D
NEW QUESTION 75
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
- A. All of the above
- B. 1 and 3 only
- C. 2 and 3 only
- D. 1 and 2 only
Answer: A
NEW QUESTION 76
Which of the following is the correct definition of an outcome?
- A. All incidents reported to the service desk
- B. The results specific to the clauses in a service level agreement (SLA)
- C. The result of carrying out an activity, following a process or delivering an IT service
- D. All the accumulated knowledge of the service provider
Answer: C
NEW QUESTION 77
Which statement should NOT be part of the value proposition for Service Design?
- A. Improved Service alignment with business goals
- B. Reduced total cost of ownership
- C. Better balance of technical skills to support live services
- D. Improved quality of service
Answer: C
NEW QUESTION 78
Where should incident resolution targets to be documented?
- A. The service portfolio
- B. A service level agreement (SLA.
- C. A request for change (RFC.
- D. A service description
Answer: B
NEW QUESTION 79
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
- A. All of the above
- B. 1, 2 and 3 only
- C. 1, 3 and 4 only
- D. 2, 3 and 4 only
Answer: A
NEW QUESTION 80
Which of the following would be examined by a major problem review?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
- A. All of the above
- B. 1 only
- C. 2 and 3 only
- D. 1, 2 and 4 only
Answer: A
NEW QUESTION 81
Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?
- A. Suppliers, manufacturers and vendors
- B. The facilities management function
- C. Customers
- D. Internal departments
Answer: A
NEW QUESTION 82
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
- A. 3 and 4 only
- B. 2 and 4 only
- C. 1, 2 and 3 only
- D. All of the above
Answer: C
NEW QUESTION 83
Which role is responsible for sponsoring, designing and change managing a process and its metrics?
- A. The process manager
- B. The process practitioner
- C. The process owner
- D. The service owner
Answer: C
NEW QUESTION 84
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