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ISEB ITILF: ITIL Foundation

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Question 1

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To decide how IT will engage with suppliers during the service lifecycle

B. To proactively prevent all outages to IT services

C. To design and build processes that will meet business needs

D. To deliver and manage IT services at agreed levels to business users and customers

Correct Answer:D

Question 2

What is the objective of Access Management?

A. To provide security staff for Data Centers and other buildings

B. To manage access to computer rooms and other secure locations

C. To manage access to the Service Desk

D. To manage the right to use a service or group of services

Correct Answer:D

Question 3

What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service catalogue management

B. Service portfolio management

C. Service desk

D. Business relationship management

Correct Answer:D

Question 4

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1: Providing an understanding of what strategy is
2: Ensuring a working relationship between the customer and service provider
3: Defining how value is created

A. 1 only

B. 2 only

C. 3 only

D. All of the above

Correct Answer:D

Question 5

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

Correct Answer:D

Question 6

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 possible
3: 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

Correct Answer:B

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