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Exin ITIL-Foundation Exam Dumps
ITIL Foundation Certification - IT Service Management
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Exin ITIL-Foundation Sample Questions
Question # 1The remediation plan should be evaluated at what point in the change lifecycle?
A. Before the change is approved
B. Immediately after the change has failed and needs to be backed out
C. Afterimplementation but before the post implementation review
D. After the post implementation review has identified a problem with the change
Question # 2
Which of the following are reasons why ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practice
A . All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Question # 3
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Question # 4
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 possible3. 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
Question # 5
Which one of the following is the BEST definition of the term 'service management'?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interacting, interrelated, or independent components that form a unified whole, operating
together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certainactivities
Question # 6
Which statement about the emergency change advisory board (ECAB) is CORRECT?
A. The ECABconsiders 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 theIT director
Question # 7
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
A. Business services
B. Component services
C. Supporting services
D. Customer services
Question # 8
Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description
Question # 9
Which of the following is best definition of IT service management?
A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
Question # 10
What are customers of IT services who do NOT work in the same organization as theservice provider known as?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers
Question # 11
Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that the user is satisfied with the outcome
A. 1 only
B. Both of the above
C. 2 only
D. Neither of the above
Question # 12
Which reason describes why ITIL is so successful?
A. Thefive ITIL volumes are concise
B. It is not tied to any particular vendor platform
C. It tells service providers exactly how to be successful
D. It is designed to be used to manage projects
Question # 13
Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A. Availability management
B. Capacity management
C. Design coordination
D. Release management
Question # 14
Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of theabove
D. 2 only