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

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Page: 7 / 9
Total 324 questions

Which of the following options is a hierarchy that is used in knowledge management?

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

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.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

Which of the following CANNOT be provided by a tool?

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

A.

2 and 3 only

B.

2 and 4 only

C.

1 and 3 only

D.

All of the above

Which one of the following are the two primary elements that create value for customers?

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities

Which one of the following is the BEST description of a service level agreement (SLA)?

A.

The part of a contract that specifies the responsibilities of each party

B.

An agreement between the service provider and an internal organization

C.

An agreement between a service provider and an external supplier

D.

An agreement between the service provider and their customer

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A.

A service object

B.

An incident

C.

A change

D.

A known error

Which of the following is the correct definition of an outcome?

A.

The results specific to the clauses in a service level agreement (SLA)

B.

The result of carrying out an activity, following a process or delivering an IT service

C.

All the accumulated knowledge of the service provider

D.

All incidents reported to the service desk

Which of the following BEST describes a problem?

A.

An issue reported by a user

B.

The cause of two or more incidents

C.

A serious incident which has a critical impact to the business

D.

The cause of one or more incidents

Which one of the following is the BEST definition of an event?

A.

Any change of state that has significance for the management of a configuration item (CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem