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  • Exam Name: ITIL Foundation (syllabus 2011)
  • Last Update: 01-Feb-2023
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ITIL Questions and Answers

Question # 1

What considerations influence the supplier strategy of an organization?

A.

Contracts and agreements

B.

Type of cooperation with suppliers

C.

Corporate culture of the organization

D.

Level of formality

Question # 2

Identify the missing word in the following sentence.

A user is [?] that uses services.

A.

an organization

B.

a role

C.

a team

D.

a supplier

Question # 3

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

Question # 4

Which statement about the automation of service requests is CORRECT?

A.

Service requests that cannot be automated should be handled as incidents

B.

Service requests and their fulfillment should be automated as much as possible

C.

Service requests that cannot be automated should be handled as problems

D.

Service requests and their fulfillment should be carried out by service desk staff without automation

Question # 5

What is the purpose of problem management?

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

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