Free ITIL ITIL-Foundation Practice Exam with Questions & Answers | Set: 3

Name: How to Pass ITIL-Foundation Exams
Brand: Examstrack
SKU: itil-foundation
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Questions 21

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Options:

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets

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Nathan

02-Jan-2025

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Questions 22

Which one of the following do technology metrics measure?

Options:

Components

Processes

The end-to-end service

Customer satisfaction

Questions 23

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 24

What do customer perceptions and business outcomes help to define?

Options:

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Questions 25

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 26

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 27

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 28

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 29

Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Options:

Profit

Preparation

Products

Potential

Questions 30

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