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ITIL Foundation Certification - IT Service Management

Last Update 7 hours ago Total Questions : 324

The ITIL Foundation Certification - IT Service Management content is now fully updated, with all current exam questions added 7 hours ago. Deciding to include ITIL-Foundation practice exam questions in your study plan goes far beyond basic test preparation.

You'll find that our ITIL-Foundation exam questions frequently feature detailed scenarios and practical problem-solving exercises that directly mirror industry challenges. Engaging with these ITIL-Foundation sample sets allows you to effectively manage your time and pace yourself, giving you the ability to finish any ITIL Foundation Certification - IT Service Management practice test comfortably within the allotted time.

Question # 21

What should be documented as part of every process?

A.

The process owner, process policy and set of process activities

B.

The service owner, service level agreement and set of process procedures

C.

The policy owner, operational level agreement and set of process steps

D.

The service manager, service contract and set of work instructions

Question # 22

Which of the following is NOT an objective of Continual Service Improvement?

A.

Review and analyze Service Level Achievement results

B.

Identify activities to improve the efficiency of service management processes

C.

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.

Conduct activities to deliver and manage services at agreed levels to business users

Question # 23

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A.

Event management, incident management, problem management, request fulfilment, and access management

B.

Event management, incident management, change management, and access management

C.

Incident management, problem management, service desk, request fulfilment, and event management

D.

Incident management, service desk, request fulfilment, access management, and event management

Question # 24

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A.

Service strategy

B.

Service design

C.

Service transition

D.

Service operation

Question # 25

Which role is accountable for the operational management of a process?

A.

Process practitioner

B.

Process manager

C.

Service manager

D.

Change manager

Question # 26

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question # 27

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Question # 28

What are customers of IT services who do NOT work in the same organization as the service provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Question # 29

Which process is responsible for ensuring that appropriate testing takes place?

A.

Knowledge management

B.

Release and deployment management

C.

Service asset and configuration management

D.

Service level management

Question # 30

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

A.

Capacity management

B.

Incident management

C.

Service level management

D.

Financial management

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