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ITIL® Foundation Exam: Form ID: 5064
ITIL® Foundation Exam: Form ID: 5064
Exam
Form ID: 5064
Multiple Choice
Instructions
1. All 40 questions should be attempted
2. All answers are to be marked on the answer sheet provided
3. You have 60 minutes to complete this paper
4. You must achieve 26 or more out of a possible 40 marks (65%) to pass this examination
Candidate Number:.....
1.
Which one of the following is NOT part of the service design stage of
the service lifecycle?
A. Designing and maintaining all necessary service transition
packages
B. Producing quality, secure and resilient designs for new or improved
services
C. Taking service strategies and ensuring they are reflected in the
service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and
the supporting processes
2.
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13.
Which one of the following are the two primary elements that create
value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
14.
15.
16.
17.
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?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
18.
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34.
Which process has the purpose to ensure that, by managing the risks
which could seriously affect IT services, the IT service provider can
always provide minimum agreed business-related service levels?
A. Change management
B. IT service continuity management
C. Financial management for IT services
D. Service catalogue management
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40.