PeopleCert 58 ITIL Foundation Exam Practice Test Instant Access

Question 1

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

AUser

BCustomer

CSupplier

DAdministrator

Answer : B

Question 2

Which process monitors and improves the performance of the service transition stage of the service lifecycle?

ATransition planning and support

BDesign co-ordination

CChange management

DService transition management

Answer : A

Question 3

What are customers of IT services who work in the same organization as the service provider known as?

AStrategic customers

BExternal customers

CValued customers

DInternal customers

Answer : D

Question 4

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

AInternal

BExternal

CService desk

DShared services unit

Answer : C

Question 5

Which process analyses services that are no longer viable and when they should be retired?

AChange management

BService portfolio management

CService level management

DBusiness relationship management

Answer : B

Question 6

What is the pre-authorized change known as?

AA normal change

BA retrospective change

CA standard change

DAn ordinary change

Answer : C

Question 7

Which is the BEST definition of a service?

Ais a means of delivering value to customers by facilitating outcomes according to how they are defined in processes

BIt is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

CIt is a means of delivering value customers by facilitating outcomes 100 percent of the time.

DIt is a means of delivering value to customers by facilitating outcomes described in operational level
agreements (OLAs) and Service level agreements (SLAs).

Answer : B

PeopleCert 58 ITIL 2011 Foundation ITIL Foundation Exam Practice Test