ITIL FOUNDATION

“Warranty of a service” means which of the following?

Consider the following statements:

1. A Process should be traceable to a specific trigger

2. A characteristic of the “Process” is that it is performance driven and able to be measured

Which of the above statements are CORRECT?

Which of the following statements is CORRECT about ‘good practice’?

Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?

1. Data mining and workflow tools

2. Measurement and reporting systems

3. Release and Deployment technology

4. Process Design

What is the purpose of the Request Fulfillment Process?

If something cannot be measured, it should not be documented within which of the following?

Application Management is NOT responsible for?

Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services

2. Setting the rights or privileges of systems to allow access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

Which of the following questions is NOT answered by Service Portfolio Management?

Which of the following are objectives of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans

2. To ensure that skills and knowledge are transferred to operations and support staff

3. To ensure there is minimal unpredicted impact on production services

4. To provide cost justifiable IT capacity that is matched to the needs of the business

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

Demand Management is primarily used to?

A Process owner is responsible for which of the following?

Which of the following statements BEST describes the role of Communication during Service Operation?

In which core publication can you find detailed descriptions of the following?

1. Service Portfolio Management

2. Demand Management

3. Financial Management

How does an organization use Resources and Capabilities in creating value?

Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues

2. The Service Desk is always the owner of the Incident Management process

Which of the following is the most appropriate approach to carrying out Service Operations?

Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

Which of the following Roles is responsible for identifying opportunities for improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

Which aspect of Service Design is missing from the list below?

1. The design of services

2. The design of Service Ma

nagement systems and tools

3. The design of technology arch

itecture and mana

gement systems

4. The design of the processes required

5. ?

The ITIL V3 core is best described as?