Pearson ITIL-F New Attempt

ITIL Foundation Questions and Answers

Question 21

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

Options:

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Question 22

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Options:

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets

Question 23

What would be the next step in the continual service improvement (CSI) model after:

1. What is the vision?

2. Where are we now?

3. Where do we want to be?

4. How do we get there?

5. Did we get there?

6. ?

Options:

What is the return on investment (ROI)?

How much did it cost?

How do we keep the momentum going?

What is the value on investment (VOI)?

Question 24

Which one of the following do technology metrics measure?

Options:

Components

Processes

The end-to-end service

Customer satisfaction

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ITIL Foundation Questions and Answers

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