ITIL® Foundation (ITIL-F) Practice Test

Questions # 11:

Which of the following statements is CORRECT for every process?

1. It delivers its primary results to a customer or stakeholder

2. It defines activities that are executed by a single function

Options:

Both of the above

1 only

Neither of the above

2 only

Questions # 12:

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

Options:

The ability to keep services highly available to meet the business needs

A set of specialized organizational capabilities for providing value to customers in the form of services

A complete set of all the documentation required to deliver world class services to customers

An internationally recognized methodology to provide valuable services to customers

Questions # 13:

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

Options:

Strategic customers

External customers

Valued customers

Internal customers

Questions # 14:

Which one of the following is the BEST definition of the term 'service management'?

Options:

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

Questions # 15:

Which is the correct definition of a customer facing service?

Options:

One which directly supports the business processes of customers

A service that cannot be allowed to fail

One which is not covered by a service level agreement

A service not directly used by the business

Questions # 16:

Which one of the following is NOT a characteristic of a process?

Options:

It is measurable

It delivers specific results

It responds to specific events

It structures an organization

Questions # 17:

What should a service always deliver to customers?

Options:

Applications

Infrastructure

Value

Resources

Questions # 18:

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

Options:

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Questions # 19:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:

Business services

Component services

Supporting services

Customer services

Questions # 20:

Which one of the following would NOT be defined as part of every process?

Options:

Roles

Inputs and outputs

Functions

Metrics

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