ITIL Foundations Study Guide Review With
Questions And Answers All Are Correct
Answers
Which of the following examples is a source of best
... [Show More] practice?
A. A hardware supplier
B. A service management tool
C. ISO / IEC 20000
D. A consultancy organization Correct Answer: Answer C: ISO / IEC 20000 as a standard is a source
of best practice.
Which is the CORRECT explanation of how a service facilitates an outcome?
A. By enhancing the performance of associated tasks and reducing the effect of constraints
B. By comparing service value with service cost to ensure there is an equal ratio
C. By ensuring data is translated directly into wisdom allowing better business decisions to be
made
D. By allowing the achievement of contractual obligations and avoiding financial penalties Correct
Answer: Answer A is the ITIL guidance explanation of how outcomes are facilitated.
What ITIL term is used for customers of IT services who do NOT work in the same organization
as the service provider?
A. Strategic customers
B. External customers
C. Valued customers
D. Internal customers Correct Answer: Answer B: The fact that the customer belongs to a different
organization to the service provider makes them an external customer.
What should be defined for every process?
A. The process owner, process policy and set of process activities
B. The service owner, service level agreement and set of process procedures
C. The policy owner, operational level agreement and set of process steps
D. The service manager, service contract and set of work instructions Correct Answer: Answer A: The
process must have an owner to ensure it is followed, a policy to guide its activities and the detailed
activities themselves.
All of the stages of the ITIL lifecycle have a role to play in ensuring the delivery of high quality IT
services at optimum cost.
Which of these has the BEST opportunity to prevent difficulties as early as possible and minimize
the cost of any remedial work?
A. Service transition
B. Continual service improvement (CSI)
C. Service design
D. Service operation Correct Answer: Answer C: Chronologically, service design comes first so has
the first opportunity to get things off to a good start with a good design and to pick up any potential
difficulties or costs earliest.
Which is NOT part of the service transition stage of the service lifecycle?
A. Successfully deploying service releases into supported environments
B. Designing and developing capabilities for service management
C. Ensuring that service changes create the expected business value
D. Planning the resources required to manage a release Correct Answer: Answer B relates to service
design, not service transition, so this is the correct answer.
Which is an objective of service operation?
A. To coordinate and carry out the activities and processes required to deliver services to the
business and manage them at agreed levels
B. To successfully release services into a live or supported environment
C. To identify opportunities to provide services and exploit them
D. To define the capability required to deliver the IT strategy Correct Answer: Answer A is a purpose
of service operation. Service operation manages the services at agreed levels through its processes
and functions.
Which is the BEST description of a business case?
A. A decision support and planning tool that details the likely consequences of a business action
B. A document that details the terms of a service for particular customers in the same company
C. A complaint by the business about a missed service level
D. The terms and conditions in an IT outsource contract Correct Answer: A business case will contain
costs, benefits and risks that will allow an organization to make an informed decision on the viability
of an action.
Which of these statements about service asset and configuration management is CORRECT?
1. A configuration item (CI) can be a component part of one or more other CIs
2. How an organization groups components into configuration items will depend on the level of
control they wish to exert
3. A single configuration management database (CMDB) is the objective for an organization
4. All CMDB audits should be conducted by external auditors using a CMDB standard Correct
Answer: Statement 1 is correct. A CI may be part of another CI e.g. a monitor may be a CI and part of
a PC configuration item.
Which BEST defines availability?
A. How quickly a service or component can be restored after failure
B. The ability of a third party supplier to meet the terms of its contract
C. The ability of a service desk to restore service to configuration items (CIs) and infrastructure
components
D. The ability of a service, component or CI to perform its agreed function when required Correct
Answer: D: This is the ITIL book definition.
Continues... [Show Less]