ITIL-F | Leading ITIL-F Bundle 2021

NEW QUESTION 1
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

Answer: D

NEW QUESTION 2
What are underpinning contracts used to document?

• A. The provision of IT services or business services by a service provider
• B. The provision of goods and services by third party suppliers
• C. Service levels that have been agreed between the internal service provider and their customer
• D. Metrics and critical success factors (CSFs) for internal support teams

Answer: B

NEW QUESTION 3
Which of the following is an objective of business relationship management?

• A. To identify patterns of business activity
• B. To ensure high levels of customer satisfaction
• C. To secure funding to manage the provision of services
• D. To ensure strategic plans for IT services exist

Answer: B

NEW QUESTION 4
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 satisfaction
• D. Failing to meet the incident resolution times specified in a service level agreement

Answer: A

NEW QUESTION 5
What are customers of IT services who do NOT work in the same organization as the service provider known as?

• A. Strategic customers
• B. External customers
• C. Valued customers
• D. Internal customers

Answer: B

NEW QUESTION 6
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

• A. Change proposal
• B. Change policy
• C. Service request
• D. Risk register

Answer: A

NEW QUESTION 7
Which stage of the service life cycle identifies, defines and aligns the IT solution with the business requirements?

• A. Service transition
• B. Service design
• C. Service operation
• D. Service configuration

Answer: B

NEW QUESTION 8
Which statement about stakeholders is TRUE?

• A. Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
• B. External customers are those who work for the same organization as the IT service provider
• C. Internal customers are always charged for the IT services they receive from the IT service provider organization
• D. Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

Answer: A

NEW QUESTION 9
Which function or process would provide staff to monitor events in an operations bridge?

• A. Technical management
• B. IT operations management
• C. Request fulfilment
• D. Applications management

Answer: B

NEW QUESTION 10
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. 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

Answer: B

NEW QUESTION 11
Which of the following is NOT an objective of Continual Service Improvement?

• A. Review and analyze Service Level Achievement results
• B. Identify activities to improve the efficiency of service management processes
• C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
• D. Conduct activities to deliver and manage services at agreed levels to business users

Answer: D

NEW QUESTION 12
Which of the following are basic concepts used in access management?

• A. Personnel, electronic, network, emergency, identity
• B. Rights, access, identity, directory services, service/service components
• C. Physical, personnel, network, emergency, service
• D. Normal, temporary, emergency, personal, group

Answer: B

NEW QUESTION 13
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A. The IT director
• B. The process owner
• C. The service owner
• D. The customer

Answer: B

NEW QUESTION 14
Which function is responsible for the closure of an incident record?

• A. Event management
• B. The service desk
• C. Either the service desk or an appropriate third party engineer
• D. Any appropriate function

Answer: B

NEW QUESTION 15
Which document shows a detailed analysis of business impact and benefits?

• A. A return on investment
• B. Service level requirements
• C. A business case
• D. A service level agreement

Answer: C

NEW QUESTION 16
. When should a known error be raised?

• A. Only when the root cause is found and a workaround exists
• B. As soon as it becomes useful to do so
• C. Only when the error in the IT Service is found
• D. As soon as the major problem procedure is executed

Answer: B

NEW QUESTION 17
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management

• A. All of the above
• B. 3 and 4 only
• C. 2 and 4 only
• D. 2 only

Answer: C

NEW QUESTION 18
From the perspective of the service provider, who is the person or group that agrees their service targets?

• A. The user
• B. The customer
• C. The supplier
• D. The administrator

Answer: B

NEW QUESTION 19
Which one of the following activities is NOT part of the Deming Cycle?

• A. Act
• B. Plan
• C. Do
• D. Co-ordinate

Answer: D

NEW QUESTION 20
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

• A. Service design
• B. Service transition
• C. Continual service improvement
• D. Service operation

Answer: A

NEW QUESTION 21
The BEST description of an incident is:

• A. An unplanned disruption of service unless there is a backup to that service
• B. An unplanned interruption to service or a reduction in the quality of service
• C. Any disruption to service whether planned or unplanned
• D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

NEW QUESTION 22
Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

• A. 2 and 3 only
• B. 2 and 4 only
• C. 1 and 3 only
• D. All of the above

Answer: D

NEW QUESTION 23
Which of the following CANNOT be provided by a tool?

• A. Knowledge
• B. Information
• C. Wisdom
• D. Data

Answer: C

NEW QUESTION 24
What BEST describes the value of service strategy to the business?

• A. It supports the creation of a portfolio of quantified services
• B. It reduces the effort spent on managing test and pilot environments
• C. It improves the control of service assets and configurations
• D. It provides quick and effective access to standard services

Answer: A

NEW QUESTION 25
Why is ITIL successful?

• A. It always guarantees cost savings
• B. Its practices are applicable to any IT organisation
• C. It makes technology architecture easy to design
• D. It can be fully implemented in 30 days

Answer: B

NEW QUESTION 26
Which one of the following do major incidents require?

• A. Separate procedures
• B. Less urgency
• C. Longer timescales
• D. Less documentation

Answer: A

NEW QUESTION 27
Which is responsible for the production of the service design package (SDP)?

• A. Service portfolio management
• B. Service catalogue management
• C. Design coordination
• D. Service design

Answer: D

NEW QUESTION 28
What is the BEST definition of an internal service?

• A. It is a supporting service delivered between functions of the IT service provider
• B. It is any customer-facing service delivered by an outsourced provider
• C. It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
• D. It is a service delivered between departments or business units in the same organization

Answer: D

NEW QUESTION 29
Which process is responsible for low risk, frequently occurring, low cost changes?

• A. Demand management
• B. Incident management
• C. Release and deployment management
• D. Request fulfilment

Answer: D

NEW QUESTION 30
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