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Exam 2: ITIL Foundation

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Question 171

Multiple Choice

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What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Configuration baseline
B) Project baseline
C) Change baseline
D) Asset baseline

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Question 172

Multiple Choice

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Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A) People, process, partners, performance
B) Performance, process, products, problems
C) People, process, products, partners
D) People, products, perspective, partners

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Question 173

Multiple Choice

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To add value to the business, what are the four reasons to monitor and measure?

Which is the CORRECT description of an outcome?

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

Which of the following are CORRECT Service Design Aspects? Service Solutions for new or changed services Management policies and guidelines Business requirements technology and management architectures Process requirements technology and management architectures

What are customers of IT services who work in the same organization as the service provider known as?

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

Which statement about internal customers is CORRECT?

Service Design emphasizes the importance of the 'Four Ps'. Which of the following is a correct list of these 'Four Ps'?

What BEST describes an important principle of communication in service operation?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

Which of the following would be examined by a major problem review? 1) Things that were done correctly 2) Things that were done incorrectly 3) How to prevent recurrence 4) What could be done better in the future

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

Which of the following is the BEST description of a centralized service desk?

Which statement BEST describes the purpose of release and deployment management?

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.

Which Functions are included in IT operations management?

Which of the following is NOT defined as part of every process?