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ITIL ITIL-Foundation Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Practices Overview | - Technical management practices
|
| ITIL Service Value System (SVS) | - Core components of SVS
|
| The Four Dimensions of Service Management | - Information and technology
|
| Key Concepts of Service Management | - Service and value creation
|
ITIL Foundation Certification - IT Service Management Materials That Go Where You Go
- ITIL Service Value System (SVS) ()
- ITIL Practices Overview ()
- Key Concepts of Service Management ()
ITIL Foundation Certification - IT Service Management Sample Questions:
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
- A. 1 and 2 only
- B. 1 and 3 only
- C. All of the above
- D. 2 and 3 only
Correct Answer: C 🗳️
Who is responsible for defining metrics for change management?
- A. The change advisory board (CAB)
- B. The change management process owner
- C. The service owner
- D. The continual service improvement manager
Correct Answer: B 🗳️
Which process works with change management to ensure only authorized components are used?
- A. Service portfolio management
- B. Knowledge management
- C. Financial management for IT services
- D. Service asset and configuration management
Correct Answer: D 🗳️
What is the primary focus of component capacity management?
- A. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- B. Review of all capacity supplier agreements and underpinning contracts with supplier management
- C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- D. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
Correct Answer: A 🗳️
Which of the following BEST describes a service level agreement (SLA.?
- A. A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
- B. An agreement between an IT service provider and another part of the same organization that assists with the provision of services
- C. The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
- D. A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
Correct Answer: D 🗳️
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