Free Access ITIL.ITIL-Foundation.v2022-06-26.q116 Practice Test (Page 22)

Question 101

. Which is an outcome of service design?

A.User training and awareness for the service is maximized

B.Expectations setting of all stakeholders for the services improved

C.Standard Services are provided quickly and efficiently across the business

D.Services and operational quality are enhanced

Question 102

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

A.1, 2 and 4 only

B.1, 2 and 3 only

C.1 and 2 only

D.All of the above

Question 103

Which is the BEST definition of a supplier?

A.It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services

B.It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement

C.It is a third party responsible for supplying goods or services that are required to deliver IT services

D.It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group

Question 104

What should a release policy include?

A.Roles and responsibilities for updating the configuration management database (CMDB.

B.How request for changes (RFCs) are approved for software releases in the IT production environment.

C.Criteria and authorization to exit early life support and handover to the service operation function.

D.Roles and responsibilities across all the service transition processes.

Question 105

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

A.Data - Information - Knowledge - Wisdom

B.Wisdom - Information - Data - Knowledge

C.Knowledge - Wisdom - Information - Data

D.Information - Data - Knowledge - Wisdom

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Question 101

Question 102

Question 103

Question 104

Question 105

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