ITIL-F Exam Dumps - ITIL® Foundation
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
The remediation plan should be evaluated at what point in the change lifecycle?
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?
A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process
Which one of the following functions would be responsible for the management of a data centre?
What is the act of transforming resources and capabilities into valuable service better known as?
What are customers of IT services who work in the same organization as the service provider known as?
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which of the following identifies the purpose of service transition planning and support?
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
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
What guidance does ITIL give on the frequency of production of service reporting?
Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?
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?
Which stage of service lifecycle has the purpose of aligning IT services with the changing business needs by identifying improvements to IT services?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
Which of the following is NOT an objective of Continual Service Improvement?
Which one of the following activities does application management perform?
Which function or process would provide staff to monitor events in an operations bridge?
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Within service design, what is the key output handed over to service transition?