ISEB-ITILV3F - ITIL Foundation Certificate in IT Service Management Questions and Answers by


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**** SAMPLE ITIL Foundation Certificate in IT Service Management 2021 Dumps ****

IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C
Which of the following are benefits that implementing Service Transition could provide to the
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: C
In which Service Operation process would a correlation engine most likely be used?
A. Problem Management
B. Event Management
C. Incident Management
D. Request Fulfilment
Answer: B
The group that reviews Changes that must be installed faster than the normal Change process is
called the:
A. Technical Management (TM)
B. Emergency Change Advisory Board (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
Answer: B
Which of these statements about Resources and Capabilities is CORRECT?
A. Resources are types of Service Asset and Capabilities are not
B. Resources and Capabilities are both types of Service Asset
C. Capabilities are types of Service Asset and Resources are not
D. Neither Capabilities nor Resources are types of Service Asset
Answer: B
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
Answer: B
Hierarchic escalation is best described as?
A. Notifying more senior levels of management about an Incident
B. Passing an Incident to people with a greater level of technical skill
C. Using more senior specialists than necessary to resolve an Incident to maintain customer
D. Failing to meet the Incident resolution times specified in a Service Level Agreement
Answer: A
Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The Problem Record
C. The Availability Management Information System
D. The IT Service Continuity Plan
Answer: B
Access Management is closely related to which other processes?
A. Availability Management only
B. Information Security Management and 3rd line support
C. Information Security Management and Availability Management
D. Information Security Management only
Answer: C
Which of these would fall outside the scope of a typical service Change Management process?
A. A change to a contract with a supplier
B. A firmware upgrade to a server that is only used for IT Service Continuity purposes
C. An urgent need to replace a CPU to restore a service during an incident
D. A change to a business process that depends on IT Services
Answer: D
Ensuring that the confidentiality, integrity and availability of the services are maintained to the
levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
Answer: D
When should tests for a new service be designed?
A. At the same time as the service is designed
B. After the service has been designed, before the service is handed over to Service Transition
C. As part of Service Transition
D. Before the service is designed
Answer: A
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B
Which process is responsible for sourcing and delivering components of requested standard
A. Request Fulfilment
B. Service Portfolio Management
C. Service Desk
D. IT Finance
Answer: A
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
Answer: D
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
Answer: A
As a strategic tool for assessing the value of IT services, Financial Management applies to
which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Answer: A
Which process is responsible for controlling, recording and reporting on versions, attributes
and relationships relating to components of the IT infrastructure?
A. Service Level Management
B. Change Management
C. Incident Management
D. Service Asset and Configuration Management
Answer: D
Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to normal working
Answer: C

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