ITIL V3 Foundation Free Sample Questions

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

The Deming Cycle

Continual service improvement (CSI) approach

Incident model

RACI model

Public frameworks are always cheaper to adopt

Proprietary knowledge has been tested in a wide range of environments

Public frameworks are prescriptive and tell you exactly what to do

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

Specific costs and outcomes

Specific risks and impacts

Specific outcomes and impacts

Specific costs and risks

2 only

Neither of the above

Both of the above

1 only

Incident workarounds

Creating a problem record

The status of faulty Cis

Incident response times