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

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Total 324 questions

Which one of the following is an objective of release and deployment management?

A.

To standardize methods and procedures used for efficient and prompt handling of all changes

B.

To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C.

To ensure that the overall business risk of change is optimized

D.

To define and agree release and deployment plans with customers and stakeholders

Which process includes business, service and component sub-processes?

A.

Capacity management

B.

Incident management

C.

Service level management

D.

Financial management

Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered

2. Those being delivered

3. Those that have been withdrawn from service

A.

1 and 3 only

B.

All of the above

C.

1 and 2 only

D.

2 and 3 only

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A.

Service transition planning and support

B.

Design coordination

C.

Service level management

D.

Change management

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A.

Only changes that introduce new services

B.

It is mandatory that all changes are subject to design coordination activity

C.

Only changes to business critical systems

D.

Any change that the organization believes could benefit

Which process is responsible for managing relationships with vendors?

A.

Change management

B.

Service portfolio management

C.

Supplier management

D.

Continual service improvement

Which two elements of financial management for IT services are mandatory?

A.

Budgeting and charging

B.

Accounting and charging

C.

Budgeting and accounting

D.

Costing and charging

With which process is problem management likely to share categorization and impact coding systems?

A.

Incident management

B.

Service asset and configuration management

C.

Capacity management

D.

IT service continuity management

Which one of the following is the BEST definition of reliability?

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

How quickly a service or component can be restored to normal working order

Which process would you MOST expect to be involved in the management of underpinning contracts?

A.

Change management

B.

Service catalogue management

C.

Supplier management

D.

Release and deployment management