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ITIL Foundation Certification - IT Service Management ITIL-Foundation Exam Questions in PDF

Free ITIL ITIL-Foundation Dumps Questions (page: 6)

Page 6 of 46 ITIL-Foundation PDF — 356 Questions

QUESTION: 41

Identify the missing words in the following sentence:
A user is [?] that uses services.

an organization
a role
a team
a supplier

Answer(s): B

Reveal Solution Next Question

QUESTION: 42

Which is included in the purpose of the 'change enablement' practice?

Make new and changed services available for use
Ensure that risks have been properly assessed
Record and report selected changes of state
Plan and manage the full lifecycle of all IT assets

Answer(s): B

Reveal Solution Next Question

QUESTION: 43

Which activity is part of the 'continual improvement' practice?

Identifying the cause of incidents and recommending related improvements
Authorizing changes to implement improvements
Logging and managing incidents that result in improvement opportunities
Making business cases for improvement action

Answer(s): D

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QUESTION: 44

In which step of the 'continual improvement model' is an improvement plan implemented?

What is the vision?
How do we get there?
Take action
Did we get there?

Answer(s): C

Reveal Solution Next Question

QUESTION: 45

Which is the BEST example of a standard change?

The review and authorization of a change requested by a customer
The implementation of a critical software patch in response to a vendor security issue
The installation of a software application in response to a service request
The replacement of a component in response to a major incident

Answer(s): C

Reveal Solution Next Question

QUESTION: 46

Which statement about the automation of service requests is CORRECT?

Service requests that cannot be automated should be handled as incidents
Service requests and their fulfilment should be automated as much as possible
Service requests that cannot be automated should be handled as problems
Service requests and their fulfilment should be carried out by service desk staff without automation

Answer(s): B

Reveal Solution Next Question

QUESTION: 47

Which can act as an operating model for an organization?

The four dimensions of service management
The service value chain
The ITIL guiding principles
Continual improvement

Answer(s): B

Reveal Solution Next Question

QUESTION: 48

Which practice recommends the use of event-based surveys to gather feedback from customers?

Service level management
Change enablement
Service request management
Problem management

Answer(s): A

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