ITIL® Foundation (ITIL-F) Practice Test

Questions # 31:

Which of the following CANNOT be provided by a tool?

Options:

Knowledge

Information

Wisdom

Data

Questions # 32:

Which of the following options is a hierarchy that is used in knowledge management?

Options:

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

Questions # 33:

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

Options:

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

Questions # 34:

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

Options:

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Questions # 35:

Which of the following is NOT a valid objective of problem management?

Options:

To prevent problems and their resultant Incidents

To manage problems throughout their lifecycle

To restore service to a user

To eliminate recurring incidents

Questions # 36:

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Options:

Service level management

Problem management

Change management

Event management

Questions # 37:

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

Options:

Service level management

Service portfolio management

Request fulfilment

Demand management

Questions # 38:

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

Options:

Demand management

Incident management

Release and deployment management

Request fulfilment

Questions # 39:

Which of the following BEST describes the purpose of access management?

Options:

To provide a channel for users to request and receive standard services

Provides the rights for users to be able to use a service or group of services

To prevent problems and resulting Incidents from happening

To detect security events and make sense of them

Questions # 40:

Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident

2. Chronological order of steps to resolve the incident

Options:

1 only

2 only

Both of the above

Neither of the above

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