ITIL Foundation Certification - IT Service Management - ITIL-Foundation Exam Practice Test

A. People

B. Products

C. Partners

D. Processes

A. How request for changes (RFCs) are approved for software releases in the IT production environment.

B. Criteria and authorization to exit early life support and handover to the service operation function.

C. Roles and responsibilities for updating the configuration management database (CMDB.

D. Roles and responsibilities across all the service transition processes.

A. Technical management

B. Urgent change authority

C. Emergency change advisory board

D. Urgent change board

A. PBA are based on organizational roles and responsibilities

B. Understanding PBA is the only way to enable accurate service level reporting

C. IT service providers CANNOT schedule changes until they understand PBA

D. Demand for the services delivered by service providers are directly influenced by PBA

A. Reporting intervals should be set by the service provider

B. Reports should be produced weekly

C. Service reporting intervals must be defined and agreed with the customers

D. Service reporting intervals must be the same for all services

A. Change management

B. Service level management

C. Problem management

D. Event management

A. To ensure that incident resolution times are aligned with business needs

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

C. To ensure that incident workarounds are acceptable to the customers

D. To ensure that problem records are circulated to all customers

A. Scheduled, unscheduled, emergency

B. Warning, reactive, proactive

C. Informational, warning, exception

D. Informational, scheduled, normal

A. A set of specialised organisational capabilities for delivering value to customers in the form of services

B. A group of events that meet the demand from customers for services that they receive

C. A set of specialised assets for transitioning services into the live operational environment

D. A group of people that manages services to fulfil the needs of users and customers

A. An event

B. A request for change (RFC.

C. A baseline

D. A change to a service level agreement

A. Serviceability contract

B. Operational contract

C. Underpinning contract

D. Service level contract

A. Entry and exit criteria of the release into testing

B. Naming and numbering conventions

C. Roles and responsibilities for the release

D. The risk register for the release

A. It is performance driven and measureable

B. It requires a specific tool

C. It does not react to a specific trigger

D. It provides generic technical skills and resources

A. Preparation

B. Profit

C. Products

D. Potential