ITIL Foundation Exam Page 2(Dumps)

Question No:-11

Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

  1. 1 only
  2. 2 only
  3. Both of the above
  4. Neither of the above

Question No:-12

Why is it important for service providers to understand patterns of business activity (PBA)?

  1. PBA are based on organizational roles and responsibilities
  2. IT service providers CANNOT schedule changes until they understand PBA
  3. Demand for the services delivered by service providers are directly influenced by PBA
  4. Understanding PBA is the only way to enable accurate service level reporting

Question No:-13

Which one of the following would NOT be defined as part of every process?

  1. Roles
  2. Inputs and outputs
  3. Functions
  4. Metrics

Question No:-14

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

  1. Service level management
  2. Service catalogue management
  3. Demand management
  4. Service transition

Question No:-15

A process owner has been identified with an `I` in a RACI matrix. Which one of the following would be expected of them?

  1. Be accountable for the outcome of an activity
  2. Perform an activity
  3. Be kept up-to-date on the progress of an activity
  4. Manage an activity

Question No:-16

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

  1. 1, 2 and 3 only
  2. 1 and 2 only
  3. 1, 2 and 4 only
  4. All of the above

Question No:-17

Which one of the following do technology metrics measure?

  1. Components
  2. Processes
  3. The end-to-end service
  4. Customer satisfaction

Question No:-18

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

  1. Capacity management
  2. Incident management
  3. Service level management
  4. Financial management

Question No:-19

Which one of the following is NOT part of the service design stage of the service lifecycle?

  1. Designing and maintaining all necessary service transition packages
  2. Producing quality, secure and resilient designs for new or improved services
  3. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
  4. Measuring the effectiveness and efficiency of service design and the supporting processes

Question No:-20

What is the result of carrying out an activity, following a process or delivering an IT service known as?

  1. Outcome
  2. Incident
  3. Change
  4. Problem