ITIL® Foundation (ITIL-F) Practice Test

Questions # 21:

Which one of the following do technology metrics measure?

Options:

Components

Processes

The end-to-end service

Customer satisfaction

Questions # 22:

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Options:

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

Questions # 23:

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

Options:

Service design: Design the processes

Service strategy: Develop the offerings

Service transition: Plan and prepare for deployment

Service operation: IT operations management

Questions # 24:

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services

2. The architectures

3. The configuration items

4. The processes

Options:

2 and 3 only

1 and 3 only

2 and 4 only

All of the above

Questions # 25:

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Options:

Return on investment (ROI), value on investment (VOI), quality

Strategic, tactical and operational

Critical success factors (CSFs), key performance indicators (KPIs), activities

Technology, process and service

Questions # 26:

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Options:

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Questions # 27:

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

Options:

Suppliers, manufacturers and vendors

Customers

Internal departments

The facilities management function

Questions # 28:

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

Options:

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners

Questions # 29:

The consideration of value creation is a principle of which stage of the service lifecycle?

Options:

Continual service improvement

Service strategy

Service design

Service transition

Questions # 30:

Which one of the following does service metrics measure?

Options:

Functions

Maturity and cost

The end-to-end service

Infrastructure availability

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