[Jul 27, 2023] ITIL-Foundation PDF Questions and Testing Engine With 325 Questions [Q33-Q52]

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[Jul 27, 2023] ITIL-Foundation PDF Questions and Testing Engine With 325 Questions

Updated Exam Engine for ITIL-Foundation Exam Free Demo & 365 Day Updates

QUESTION 33
Which is an objective of access management?

To efficiently respond to requests for granting access to services.

To defect changes of state that have significance for management of an IT service.

To assist with general information, complains or comments.

To minimize the impact of incidents that cannot be prevented.

QUESTION 34
What are customers of IT services who do NOT work in the same organization as the service provider known as?

Strategic customers

External customers

Valued customers

Internal customers

QUESTION 35
Which one of the following do technology metrics measure?

Components

Processes

The end-to-end service

Customer satisfaction

QUESTION 36
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

External Customers

Suppliers

Operations

External Consultants

QUESTION 37
With which process is problem management likely to share categorization and impact coding systems?

Incident management

Service asset and configuration management

Capacity management

IT service continuity management

QUESTION 38
Which statement about stakeholders is

Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

External customers are those who work for the same organization as the IT service provider

Internal customers are always charged for the IT services they receive from the IT service provider organization

Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

QUESTION 39
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

1,2 and 3 only

All of the above

1 and 3 only

2 and 4 only

QUESTION 40
Who is responsible for defining metrics for change management?

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

QUESTION 41
Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

Operational contract

Underpinning contract

Serviceability contract

Service level contract

QUESTION 42
Which role is responsible for sponsoring, designing and change managing a process and its metrics?

The process practitioner

The process owner

The service owner

The process manager

QUESTION 43
Which process is responsible for the availability, confidentiality and integrity of data?

Service catalogue management

Service asset and configuration management

Change management

Information security management

QUESTION 44
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

QUESTION 45
What are the categories of event described in the ITIL service operation book?

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

QUESTION 46
Which one of the following is the BEST definition of the term ‘service management’?

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

QUESTION 47
In which of the following should details of a workaround be documented?

In a service level agreement (SLA)

In a problem record

In the availability management information system

In the IT service plan

Explanation/Reference:
Explanation:

QUESTION 48
Which one of the following activities does application management perform?

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

QUESTION 49
Which ITIL process is used to restore normal service operation as quickly as possible?

Service level management

Incident management

Problem management

Availability management

QUESTION 50
Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

Service transition

Service level management

Service operation.

Service Design.

QUESTION 51
Access management is closely related to which other process?

Capacity management only

3rd line support

Information security management

Change management

QUESTION 52
Which statement BEST represents the guidance on incident logging?

Incidents must only be logged if a resolution is not immediately available

Only incidents reported to the service desk can be logged

All incidents must be fully logged

The service desk decide which incidents to log

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Preparing for the ITIL Foundation Certification exam requires a good understanding of the ITIL framework and ITSM practices. Candidates can take advantage of online courses, study guides, and practice exams to help them prepare for the exam. It is also recommended to gain practical experience in ITSM processes, as this will help to reinforce the concepts covered in the exam.

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