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ITIL Foundation Certification exam is designed to assess the candidate's understanding of the ITIL framework, its key concepts, and the five stages of the ITIL service lifecycle. ITIL-Foundation exam consists of 40 multiple-choice questions, and the passing score is 65% or higher. ITIL-Foundation exam is available in several languages and can be taken online or in-person at an accredited testing center.
NEW QUESTION # 29
Which is the correct definition of a customer facing service?
- A. One which is not covered by a service level agreement
- B. A service not directly used by the business
- C. One which directly supports the business processes of customers
- D. A service that cannot be allowed to fail
Answer: C
NEW QUESTION # 30
Which of the following BEST describes a service level agreement (SLA.?
- A. An agreement between an IT service provider and another part of the same organization that assists with the provision of services
- B. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
- C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
- D. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
Answer: B
NEW QUESTION # 31
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
- A. No: a known error record is created when the original incident is raised
- B. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
- C. No: a known error record should be created with the next release of the service
- D. No: the Known Error should be created before the problem is logged
Answer: B
NEW QUESTION # 32
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
- A. An alert
- B. A request for change
- C. An emergency event
- D. An emergency change
Answer: A
NEW QUESTION # 33
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- A. Performance, process, products, plans
- B. People, process, products, partners
- C. People, process, partners, performance
- D. People, products, plans, partners
Answer: B
NEW QUESTION # 34
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Change management
- B. Release and deployment management
- C. Service catalogue management
- D. Supplier management
Answer: D
NEW QUESTION # 35
What BEST defines serviceability?
- A. How quickly a service or component can be restored to normal working order
- B. How long a service or component can perform its agreed function without failure
- C. The ability of a third-party supplier to meet the terms of its contract
- D. The part of the business process that is critical to providing the service
Answer: C
NEW QUESTION # 36
Which of the following BEST describes the purpose of access management?
- A. To provide a channel for users to request and receive standard services
- B. Provides the rights for users to be able to use a service or group of services
- C. To prevent problems and resulting Incidents from happening
- D. To detect security events and make sense of them
Answer: B
NEW QUESTION # 37
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Demand management
- B. Request fulfilment
- C. Release and deployment management
- D. Incident management
Answer: B
NEW QUESTION # 38
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
- A. 2 only
- B. 3 only
- C. All of the above
- D. 1 only
Answer: C
NEW QUESTION # 39
What is used to control a process?
- A. Stakeholders
- B. Inputs
- C. Objectives
- D. Functions
Answer: C
NEW QUESTION # 40
Which is an objective of access management?
- A. To defect changes of state that have significance for management of an IT service.
- B. To minimize the impact of incidents that cannot be prevented.
- C. To efficiently respond to requests for granting access to services.
- D. To assist with general information, complains or comments.
Answer: C
NEW QUESTION # 41
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change manager
- B. The change advisory board
- C. The change authorization board
- D. The change implementer
Answer: B
NEW QUESTION # 42
Which one of the following do major incidents require?
- A. Separate procedures
- B. Less documentation
- C. Less urgency
- D. Longer timescales
Answer: A
NEW QUESTION # 43
What are customers of IT services who work in the same organization as the service provider known as?
- A. Strategic customers
- B. Internal customers
- C. Valued customers
- D. External customers
Answer: B
NEW QUESTION # 44
What is the CORRECT definition of service management?
- A. A group of events that meet the demand from customers for services that they receive
- B. A group of people that manages services to fulfil the needs of users and customers
- C. A set of specialised organisational capabilities for delivering value to customers in the form of services
- D. A set of specialised assets for transitioning services into the live operational environment
Answer: C
NEW QUESTION # 45
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ITIL-Foundation certification exam is an essential component of the ITIL certification program. ITIL stands for Information Technology Infrastructure Library, which is a framework for IT service management. It is widely used by organizations around the world to improve the quality of their IT services and align them with their business objectives. The ITIL-Foundation exam is designed to test the knowledge and understanding of ITIL concepts, principles, and practices.
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