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ITIL-F Exam Dumps - ITIL® Foundation

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Question # 17

Which of the following options is a hierarchy that is used in knowledge management?

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

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Question # 18

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

A.

1, 2 and 3 only

B.

1, 3 and 4 only

C.

2, 3 and 4 only

D.

All of the above

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Question # 19

Which of the following CANNOT be provided by a tool?

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

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Question # 20

Which of the following identifies the purpose of service transition planning and support?

A.

Provide overall planning for service transitions and co-ordinate the resources they require

B.

Ensure that all service transitions are properly authorized

C.

Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D.

To define testing scripts to ensure service transitions are unlikely to ever fail

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Question # 21

Which of the following statements about service asset and configuration management is/are CORRECT?

1. A configuration item (CI) can exist as part of any number of other CIs at the same time

2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

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Question # 22

Where would you expect incident resolution targets to be documented?

A.

A service level agreement (SLA)

B.

A request for change (RFC)

C.

The service portfolio

D.

A service description

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Question # 23

Which one of the following is NOT a characteristic of a process?

A.

It is measurable

B.

It delivers specific results

C.

It responds to specific events

D.

It structures an organization

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Question # 24

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A.

Employers

B.

Stakeholders

C.

Regulators

D.

Accreditors

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