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ITIL - ITIL Foundation 2014 - Dump Information

Vendor Name : Exin
Exam Code : ITIL
Exam Name : ITIL Foundation 2014
Questions and Answers : 190 Q & A
Updated On : March 23, 2017
PDF Download Mirror : ITIL Brain Dump
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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

  1. 2, 3 and 4 only

  2. 1, 3 and 4 only

  3. 1, 2 and 3 only

  4. All of the above

Answer: D


Which of the following CANNOT be provided by a tool?

  1. Knowledge

  2. Information

  3. Wisdom

  4. Data

Answer: C


The consideration of value creation is a principle of which stage of the Service Lifecycle?

  1. Continual Service Improvement

  2. Service Strategy

  3. Service Design

  4. Service Transition


Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  1. Facilities Management

  2. Access Management

  3. Request Fulfilment

  4. Service Asset and Configuration Management

Answer: D


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

  1. 1 only

  2. 2 only

  3. Both of the above

  4. Neither of the above

Answer: B


What body exists to support the authorisation of changes and to assist Change Management in the assessment and prioritization of changes?

  1. The Change Authorisation Board

  2. The Change Advisory Board

  3. The Change Implementer

  4. The Change Manager

Answer: B


The BEST description of an Incident is:

  1. An unplanned disruption of service unless there is a backup to that service

  2. An unplanned interruption to service or a reduction in the quality of service

  3. Any disruption to service whether planned or unplanned

  4. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

Answer: B


What are Request Models used for?

  1. Assessing changes to understand their potential impact

  2. Modelling arrival rates and performance characteristics of service requests

  3. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

  4. Defining how common types of service requests should be processed

Answer: D


The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

  1. Knowledge Management

  2. Availability Management

  3. Service Asset and Configuration Management

  4. Change Management

Answer: A


What is IT Governance concerned with?

  1. Measuring and improving the efficiency and effectiveness of IT processes

  2. Ensuring that IT processes support the organization's strategies and objectives

  3. Reducing the total cost of providing services to the business

  4. Ensuring that targets documented in Service Level Agreements (SLAs) are met

Answer: B

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