Your Path to Success: How to Pass the ITIL ITIL-Foundation ITIL Foundation Certification - IT Service Management Exam

Naming and numbering conventions

Entry and exit criteria of the release into testing

Roles and responsibilities for the release

The risk register for the release

A service object

An incident

A change

A known error

PBA are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

Infrastructure trends

Patterns of business activity (PBA)

Cost of providing support

Service level agreements (SLA)

Any change of state that has significance for the management of a configuration item (CI) or IT service

An unplanned interruption to an IT service or a reduction in the quality of an IT service

The unknown cause of one or more incidents that have an impact on an IT service

Reducing or eliminating the cause of an incident or problem

1 only

2 only

Both of the above

Neither of the above

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

Resources are types of service asset and capabilities are not

Resources and capabilities are both types of service asset

Capabilities are types of service asset and resources are not

Neither capabilities nor resources are types of service asset

Act

Plan

Do

Co-ordinate

The part of a contract that specifies the responsibilities of each party

An agreement between the service provider and an internal organization

An agreement between a service provider and an external supplier

An agreement between the service provider and their customer