Question 1

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

Accepted Answer

A)   The user
B)   The customer
C)   The supplier
D)   The administrator

Question 2

Which of the following is the best definition of IT service management?

Accepted Answer

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

Question 3

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO)  of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

Accepted Answer

A)   Service Design
B)   Service Strategy
C)   Service Operation
D)   Continual Service Improvement

Question 4

Which process would be used to compare the value that newer services have offered over those they have replaced?

Accepted Answer

A)   Availability management
B)   Capacity management
C)   Service portfolio management
D)   Service catalogue management

Question 5

What BEST describes the customers and users of an IT service provider?

Accepted Answer

A)   Customers buy IT services; users use IT services
B)   Customers design IT services; users test IT services
C)   Customers sell IT services; users improve IT services
D)   Customers agree the service levels; users buy IT services

Question 6

Which is an objective of access management?

Accepted Answer

A)   To efficiently respond to requests for granting access to services
B)   To detect changes of state that have significance for management of an IT service
C)   To assist with general information, complaints or comments
D)   To minimize the impact of incidents that cannot be prevented

Question 7

Defining the processes needed to operate a new service is part of:

Accepted Answer

A)   Service Design: Design the processes
B)   Service Strategy: Develop the offerings
C)   Service Transition: Plan and prepare for deployment
D)   Service Operation: IT Operations Management

Question 8

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

Accepted Answer

A)   Service portfolio management
B)   Service catalogue management
C)   Design coordination
D)   Service design

Exam 2: ITIL Foundation

Defining the processes needed to operate a new service is part of:

Correct Answer
verified

Which process would be used to compare the value that newer services have offered over those they have replaced?

Correct Answer
verified

Which is an objective of access management?

Correct Answer
verified

Which of the following is the best definition of IT service management?

Correct Answer
verified

What BEST describes the customers and users of an IT service provider?

Correct Answer
verified

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Exam 2: ITIL Foundation

Defining the processes needed to operate a new service is part of:

Correct AnswerverifiedShow Answer

Which process would be used to compare the value that newer services have offered over those they have replaced?

Correct AnswerverifiedShow Answer

Which is an objective of access management?

Correct AnswerverifiedShow Answer

Which of the following is the best definition of IT service management?

Correct AnswerverifiedShow Answer

What BEST describes the customers and users of an IT service provider?

Correct AnswerverifiedShow Answer

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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