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ITIL Foundation Questions and Answers

Question 45

What do customer perceptions and business outcomes help to define?

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Question 46

Which areas of service management can benefit from automation?

1. Design and modeling

2. Reporting

3. Pattern recognition and analysis

4. Detection and monitoring

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Question 47

Which of the following areas would technology help to support during the service lifecycle?

1. Data mining and workflow

2. Measurement and reporting

3. Release and deployment

4. Process design

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

Question 48

Which of the following options is a hierarchy that is used in knowledge management?

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom