ITIL® Foundation – Exam Test – Q269

Which statement about service review meetings is FALSE?

A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement program (SIP) should be reviewed

A. Actions from service review meetings should only be assigned to the service provider

ITIL® Foundation – Exam Test – Q268

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

A. A functional escalation
B. A service level escalation
C. An incident resolution
D. A hierarchic escalation

D. A hierarchic escalation

ITIL® Foundation – Exam Test – Q267

Which is the CORRECT activity to carry out the “How do we get there” phase of the Continual Service improvement approach?

A. Service and process improvement
B. Baseline assessments
C. Policy and governance review
D. Measurable targets

A. Service and process improvement

Note:

The answer was “B.Baseline assessments” in here before, but people told me that is wrong and it should be A for sure.

ITIL® Foundation – Exam Test – Q266

What are the two MAJOR activities in problem management?

A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive

D. Proactive and reactive

ITIL® Foundation – Exam Test – Q265

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A. The process practitioner
B. The process owner
C. The service owner
D. The process manager

B. The process owner

ITIL® Foundation – Exam Test – Q264

What BEST defines IT service management?

A. An organization supplying services to only external customers
B. The customer of an IT service provider who defines and agrees the service targets
C. The implementation and management of quality IT services that meet business needs
D. The resources that are utilized to provide value to customers through services

C. The implementation and management of quality IT services that meet business needs

Reference: https://en.wikipedia.org/wiki/IT_service_management

ITIL® Foundation – Exam Test – Q263

Which is an objective of the design coordination process?

A. To ensure service design packages are handed over to service transition
B. To ensure that all changes are assessed for their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To handover new service level requirements to the service level management process

A. To ensure service design packages are handed over to service transition

ITIL® Foundation – Exam Test – Q262

What is the BEST definition of a definitive media library?

A. It is a secure library in which the latest versions of authorized software items are stored and protected.
B. It is a structured document with definitive information regarding all live IT services, including those available for deployment.
C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.
D. It is a set of tools and databases that is used to manage knowledge, information and data.

C. It is a secure library in which all definitive authorized versions of all media configuration items are stored and protected.

ITIL® Foundation – Exam Test – Q261

Which stage of the service lifecycle includes the scope of service retirement and transfer of services between service providers?

A. Service transition
B. Service level management
C. Service operation
D. Service design

A. Service transition

ITIL® Foundation – Exam Test – Q260

Which of the following are CORRECT Service Design Aspects?
1. Service Solutions for new or changed services
2. Management policies and guidelines
3. Business requirements technology and management architectures
4. Process requirements technology and management architectures

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

D. 1 and 4