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ITIL-Foundation Exam Dumps - ITIL Foundation Certification - IT Service Management

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Question # 17

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A.

Service level management

B.

Financial management

C.

Demand management

D.

Risk management

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Question # 18

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

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Question # 19

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

A.

Suppliers, manufacturers and vendors

B.

Customers

C.

Internal departments

D.

The facilities management function

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Question # 20

Which process is responsible for low risk, frequently occurring, low cost changes?

A.

Demand management

B.

Incident management

C.

Release and deployment management

D.

Request fulfilment

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Question # 21

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

All of the above

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Question # 22

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A.

The ECAB considers every high priority request for change

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a full CAB

D.

The ECAB will be chaired by the IT director

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Question # 23

Consider the following list:

1. Change authority

2. Change manager

3. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

A.

Job descriptions

B.

Functions

C.

Teams

D.

Roles, people or groups

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Question # 24

Which of the following is the BEST reason for categorizing incidents?

A.

To establish trends for use in problem management and other IT service management (ITSM) activities

B.

To ensure service levels are met and breaches of agreements are avoided

C.

To enable the incident management database to be partitioned for greater efficiency

D.

To identify whether the user is entitled to log an incident for this particular service

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