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

Question # 34

What is used to control a process?

Options:

A.

Inputs

B.

Functions

C.

Objectives

D.

Stakeholders

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Question # 35

Which is a reason why incident management interfaces with service level management?

Options:

A.

To ensure that problem records are circulated to all customers

B.

To ensure that the status of faulty configuration items (CI) is recorded

C.

To ensure that incident resolution times are aligned with business needs

D.

To ensure that incident workarounds are acceptable to the customers

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Question # 36

Which is the correct definition of a customer facing service?

Options:

A.

One which directly supports the business processes of customers

B.

A service that cannot be allowed to fail

C.

One which is not covered by a service level agreement

D.

A service not directly used by the business

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Question # 37

Which of the following are sources of best practice?

1. Academic research

2. Internal experience

3. Industry practices

Options:

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

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Question # 38

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:

A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

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Question # 39

Which of the following is the best definition of service management?

Options:

A.

The ability to keep services highly available to meet the business needs

B.

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

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

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Question # 40

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

Options:

A.

2 and 3 only

B.

2 and 4 only

C.

1 and 3 only

D.

All of the above

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Question # 41

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

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 # 42

Which of the following CANNOT be provided by a tool?

Options:

A.

Knowledge

B.

Information

C.

Wisdom

D.

Data

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Question # 43

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

Options:

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

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Exam Code: ITIL-Foundation
Exam Name: ITIL Foundation Certification - IT Service Management
Last Update: Jan 31, 2025
Questions: 324
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