ITIL Foundation Certification Exam Questions - Part 3

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All improvement ideas should be logged in a single 'continual improvement register'
Everyone in the organization is responsible for some aspects of 'continual improvement' (Correct)
A single team should carry out 'continual improvement' across the organization
Answer :Everyone in the organization is responsible for some aspects of 'continual improvement'

Which practice is responsible for moving new or changed components to live or other environments?


Options are :

Supplier management
Release management
Deployment management (Correct)
Change enablement
Answer :Deployment management

Which 'service level management' activity helps staff to deliver a more business-focused service?


Options are :

Measuring low-level operational activities
Understanding the ongoing requirements of customers (Correct)
Using complex technical terminology in service level agreements (SLAs)
Creating targets based on the percentage of uptime of a service
Answer :Understanding the ongoing requirements of customers

What is the definition of warranty?


Options are :

A means of identifying events that could cause harm or loss
A means of identifying a result for a stakeholder
A means of determining whether a service is fit for use (Correct)
A means of determining whether a service is fit for purpose
Answer :A means of determining whether a service is fit for use

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.

Options are :

Requirements
Functions
Capabilities (Correct)
Products
Answer :Capabilities


What is the definition of a configuration item?

Options are :

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Any valuable component that can contribute to the delivery of an IT product or service
A particular set of settings or options on a given piece of equipment
Any component that needs to be managed in order to deliver an IT service (Correct)
Answer :Any component that needs to be managed in order to deliver an IT service

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service.

Options are :

Planned
Unplanned (Correct)
Scheduled
Expected
Answer :Unplanned