Free ITIL ITIL-Foundation Exam Dumps Questions & Answers

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

• A.Technology, customer, user
• B.Service,user, IT
• C.Corporate, customer, technology
• D.Corporate, customer, service

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

• A.Technology, process and service
• B.Strategic, tactical and operational
• C.Return on investment (ROI), value on investment (VOI), quality
• D.Critical success factors (CSFs), key performance indicators (KPIs), activities

Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance

• A.1, 2 and 4 only
• B.1, 3 and 4 only
• C.2, 3 and 4 only
• D.1, 2 and 3 only

What is the CORRECT definition of service management?

• A.A set of specialised assets for transitioning services into the live operational environment
• B.A group of people that manages services to fulfil the needs of users and customers
• C.A group of events that meet the demand from customers for services that they receive
• D.A set of specialised organisational capabilities for delivering value to customers in the form of services

Which of the following is an example of proactive problem management?

• A.Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
• B.Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
• C.Trending of historical incident records to identify one or more underlying causes
• D.Suspicion or detection of a cause of one or more incidents by the service desk