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ITIL ITIL-Foundation - ITIL Foundation Certification - IT Service Management

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Page: 5 / 9
Total 324 questions

What are the two MAJOR activities in problem management?

A.

Technical and service

B.

Resource and proactive

C.

Reactive and technical

D.

Proactive and reactive

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A.

Transition planning and support

B.

Design co-ordination

C.

Change management

D.

Service transition management

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A.

The process practitioner

B.

The process owner

C.

The service owner

D.

The process manager

Which process analyses services that are no longer viable and when they should be retired?

A.

Change management

B.

Service portfolio management

C.

Service level management

D.

Business relationship management

Which is a supplier category?

A.

Technical

B.

Commodity

C.

Customer

D.

Resource

Which statement is CORRECT?

A.

A function is a set of responsibilities allocated to a service manager

B.

A process is a team or group of people and the tools they use to perform one or more activities

C.

A function is a set of specialised organisational capabilities

D.

A process is a structured set of activities designed to accomplish a specific objective

What should be documented as part of every process?

A.

The process owner, process policy and set of process activities

B.

The service owner, service level agreement and set of process procedures

C.

The policy owner, operational level agreement and set of process steps

D.

The service manager, service contract and set of work instructions

Which process has the objective to identify changes to the customer environment that could

potentially impact the type, level or utilization of services provided?

A.

Business relationship management

B.

Service level management

C.

Availability management

D.

Change management

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A.

Technology, customer, user

B.

Corporate, customer, service

C.

Corporate, customer, technology

D.

Service,user, IT

What should the IT service continuity process primarily support?

A.

Critical IT processes

B.

All the services in the service portfolio

C.

Business continuity strategy

D.

Mission critical services at peak business periods