ITIL V3 Foundation Practice Questions

1,3 and 4 only

2, 3 and 4 only

All of the above

1,2 and 3 only

Excessive focus on quality

Excessive focus on cost

Excessively reactive

Excessively proactive

Service level management

Problem management

Incident management

Availability management

How long a service or configuration item (Cl) can perform its function without failing

How quickly a service or component can be restored to normal working order

The level of risk that affects a service or process

The availability of a service or component

2 and 3

3 and 4

1 and 4

1 and 2

Key service targets and responsibilities of just the IT service provider

Legally binding contractual responsibilities or both parties

Legally binding contractual responsibilities of just the IT service provider

Key service targets and responsibilities of both the IT service provider and customer

2 and 3 only

1 and 2 only

1 and 3 only

All of the above

The Plan, Do, Check, Act (PDCA) cycle

A Request Model

A Release Package

The RACI Model

it reduces the duration and frequency of service outages

it enables the service provider to understand what levels of service will make their customers successful

it allows higher volumes of successful change

it reduces unplanned costs through optimized handling of service outages

Metrics

Functions

Inputs and outputs

Roles