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ITIL-Foundation Exam Dumps - ITIL Foundation Level Questions and Answers

Question # 14

What guidance does ITIL give on the frequency of production of service reporting?

Options:

A.

Service reporting intervals must be defined and agreed with the customers

B.

Reporting intervals should be set by the service provider

C.

Reports should be produced weekly

D.

Service reporting intervals must be the same for all services

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Question # 15

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

Options:

A.

The IT director

B.

The process owner

C.

The service owner

D.

The customer

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Question # 16

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Options:

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

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Question # 17

Remediation planning is BEST described in which of the following ways?

Options:

A.

Planning how to recover the cost of a change

B.

Planning the steps required to be taken if a change is unsuccessful

C.

Planning how to compensate a user for a failed change

D.

Planning how to advise the change requestor of a failed change

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Question # 18

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

Options:

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 # 19

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

Options:

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

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Question # 20

Which role is responsible for carrying out the activities of a process?

Options:

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

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Question # 21

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

Options:

A.

Be accountable for the outcome of an activity

B.

Perform an activity

C.

Be kept up-to-date on the progress of an activity

D.

Manage an activity

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Question # 22

An incident is proving difficult to resolve. A technician informs their manager that more resource is

needed to restore the service.

What has taken place?

Options:

A.

A functional escalation

B.

A service level escalation

C.

An incident resolution

D.

A hierarchic escalation

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Question # 23

Who is responsible for defining metrics for change management?

Options:

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

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Exam Code: ITIL-Foundation
Exam Name: ITIL Foundation Certification - IT Service Management
Last Update: Feb 26, 2025
Questions: 324
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