Passing your ITIL Foundation Exam Book Questions

12.30 In which stage of the service lifecycle is governance established? a Service strategy b Service design c Service transition d Continual service improvement

a

4.1 Which of the following activities is NOT a key part of the service strategy lifecycle stage? a Establishing the service design package (SDP) b Setting policies and objectives c Agreements on resource allocation d Establishing the service portfolio

a

5.3 Which of the following is NOT one of the aspects of service design? a The partners responsible for the service design b The technology and management architecture c The measurement methods and metrics d The processes required

a

5.5 Which of the following terms is often used to describe reliability? a Mean time between service incidents (MTBSI) b Mean time to restore service (MTRS) c Downtime d Serviceability

a

6.2 Which of the following are valid items that could be stored in the SKMS? 1 The configuration management system 2 The service portfolio 3 Service level agreements 4 The definitive media library a All of the above b None of the above c 1, and 4 only d 1, 3 and 4 only

a

12.1 Which process has PRIMARY responsibility for establishing and maintaining the relationship between the service provider and its customer? a Problem management b Change management c Business relationship management d Service portfolio management

c

12.32 Which of the following are key elements that should be included within the service design package (SDP)? 1 Business requirements 2 Organizational readiness assessment 3 Testing plan 4 Service acceptance criteria a 1, 2 and 4 only b 2 and 4 only c 1, 2 and 3 only d All of the above

d

12.13 Which of the following functions has a key objective to provide the technical expertise and specialized resources for the overall IT infrastructure, throughout the service lifecycle? a Technical management b IT operations c Incident management d Applications management

a

12.17 What is contained within the definitive media library? a Secure definitive authorized versions of both software and media CIs that have passed quality assurance checks b The relationship model of all service assets, infrastructure and individual components that make up a service c Secure definitive authorized versions of both software and media CIs that are waiting to pass quality assurance checks d Secure backup tapes

a

12.18 In which information source would you find a complete list of current improvement opportunities and their benefits? a The continual service improvement (CSI) register b A service improvement plan c The business case d The configuration management system (CMS)

a

12.2 Which of the following is NOT within the scope of problem management? a To assess the impact and urgency of incident tickets b To determine resolution for underlying issues c Implementation of resolution through the correct control procedures d Pro-active identification of recurring incidents

a

12.25 During the incident management process the service desk is often unable to resolve the incident themselves so they would escalate the incident to another specialist team. What type of escalation is this known as? a Functional b Hierarchic c Problem management d Call closure

a

6.3 Which of the following is the BEST description of the configuration management system? a A set of tools, data and information that is used to support service asset and configuration management b A component that needs to be managed in order to deliver an IT service c The tools and databases that are used to manage the organization's knowledge and information throughout the whole of the service lifecycle d A single repository holding details of the service model and the relationships between the different components of that service

a

7.3 Which of the following is the PRIMARY purpose of problem management? a To understand the root cause of one or more incidents and identify a fix b To manage major incidents c To restore service as quickly as possible and minimize the adverse impact on business operations d To provide a workaround on all problems

a

8.2 When using the seven-step improvement process, which of the following pieces of information is useful when determining the strategy for improvement? 1 Organizational vision 2 Incident management data 3 Problem management data 4 Strategy of the organization a 1 and 4 only b 2 and 3 only c None of the above d All of the above

a

12.11 Which of the following is the CORRECT definition of a business case? a The decision support and planning tool to predict the costs associated with the implementation of a new service b A justification for a significant item of expenditure, which will include information about costs, benefits, options, risks and possible problems c The quantification of the costs of each service and how each service is consumed d The documentation which demonstrates the visibility and accountability of each business unit

b

12.19 Which of the following is the BEST description of why ITIL is so successful? a ITIL has now been followed for more than 30 years, ensuring that risks are minimized and value is achieved in organizations b ITIL represents a common framework of practices that unite all areas of IT service provision to deliver value to the business c ITIL represents a proven methodology that provides an end-to-end delivery of quality services and value to the business d ITIL is recognized as a worldwide standard of conformance to best practice that ensures that everyone in the organization uses the same terms and standards

b

12.20 Which of the following is the first stage of the seven-step improvement process? a Define what you will measure b Identify the strategy for improvement c Check the integrity of the data to be used for analysis d Determine the baseline

b

12.23 What is the MAIN purpose of service transition planning and support? a To control the assets required to deliver the services to the organization, and ensure that accurate and reliable information is available b To provide overall planning for service transition and coordinate the resources that they require c To provide overall planning and guidance for all projects as they transition into service operation d To identify, manage and control risks to minimize any adverse impact and disruption on service operation

b

12.24 Which of the following tasks is IT operations NOT responsible for? a Incident resolution b Managing applications throughout their lifecycle c Managing the facilities environment d Monitoring events

b

12.31 Which functional group will normally take action on events? a Incident management b IT operations c Service desk d Problem management

b

12.34 Which of the following will give an overall view of the periodic reports showing performance against all SLA targets? a OLA chart b SLAM chart c RAG status d Underpinning contract performance

b

12.36 To answer the question 'Where are we now?' in the continual service approach, we need to know: a How we will keep the momentum going b The current baseline assessments c The business vision d The new measurement targets

b

12.37 Which service lifecycle publication provides guidance on testing? a ITIL Service Operation b ITIL Service Transition c ITIL Service Design d ITIL Service Strategy

b

12.7 Who is accountable for ensuring that a process is performing to the agreed standards? a The process manager b The process owner c The service owner d The process practitioner

b

12.8 Which of the following is the BEST description of an internal service? a A service providing a value but taking away the ownership of risk and cost for the customer b A service delivered between departments in the same organization c A service delivered to customers who are not directly part of the organization d A service not directly used by the business but required to provide the overall service

b

12.9 Which of the following statements BEST describes the difference between an operational level agreement (OLA) and an underpinning contract (UC)? a The OLA is an underpinning agreement with legally binding terms whereas the UC supports the SLA, and is therefore not formal b The OLA is an internal document that defines the working relationship between different groups within the service provider organization whereas the UC is a legally binding document for a supplier in support of the SLA c The UC defines targets and responsibilities that are required to meet agreed service level targets in a service level agreement, whereas the OLA describes best endeavours for a service d There are no differences between a UC and an OLA as they both support the SLA

b

2.1 Which of the following is the BEST definition of a function? a It is specialized to perform only one task as a separate entity b It is self-contained with capabilities and resources necessary for its performance c It is repeatable and becomes manageable d It is performance driven and must be able to be measured

b

2.2 A support analyst has a 'C' and 'R' against their name in the RACI matrix for the process of incident management. What does this mean? a They are the customer contact and are responsible b They will need to be consulted and are responsible c They will need to be consulted and are retained d They will need to be communicated to, and are registered

b

2.4 Which of the following is a service owner accountable for? a Carrying out the operational activities to support the service b Ownership of a service regardless of its underpinning components c Ownership of a service for all the internally managed components of that service d Ensuring that the targets contained within a service level agreement are met

b

5.1 Which of the following is NOT an objective of service design? a To design services to realize the service provider's strategy b To design the organizational structure for the operation of a high-quality service c To design the measurement methods and metrics in order to assess the effectiveness of service design d To design efficient and effective processes for the design, transition, operation and improvement of high-quality IT services

b

5.2 Which of the following is the BEST description of a service level agreement? a The organization supplying services to one or more internal customers or external customers b An agreement between a service provider and the customers of the service which details the services, their targets and the responsibilities of both parties c An underpinning agreement between an IT service provider and another part of the same organization that assists with the provision of services d An agreement between a service provider and project teams which details the intended delivery of projects into service

b

6.4 Which of the following describes remediation for a change or release? a Invocation of the ITSC plan b Taking appropriate recovery action following failure of the change or release c Assurance that an emergency change is approved d Predefining steps that should be taken to handle this type of change

b

6.6 Which of the following is the appropriate sequence for the phases of release and deployment? a Plan, do, check, act b Release and deployment planning, release build and test, deployment, review and close c Release build and test, deployment, release and deployment planning, review and close d Review and close, release and deployment planning, release build and test, deployment

b

7.6 When an incident is logged the service desk should give it a priority rating. What is this based on? a The speed with which it can be resolved b Its impact on business operation and its urgency c The customer's perception of priority d Whether there is a problem record related to it

b

8.1 What is contained within the 'Do' stage of the Deming Cycle? a A gap analysis is performed and the steps for closing the gaps defined b The actual implementation of the improvement initiative, and establishment of the smooth operation of the process c Implementing the service or process improvements and establishing whether further work is necessary to close any remaining gaps d Monitoring, measuring and reviewing the services and service management processes that were targeted for improvement

b

12.10 There are five aspects of a successful service design stage. Which aspect is missing from the list below? 1 The design of the management information systems and tools 2 The design of the technology and management architectures 3 The design of the processes 4 The design of the measurement methods and metrics a The design of the service design package (SDP) b The design of the documentation c The design of the service solution d The design of the business processes

c

12.12 The release package is an output from which phase of the service lifecycle? a Service strategy b Service design c Service transition d Service operation

c

12.14 Which of the following are valid service provider types? 1 A centralized services unit 2 An internal service provider 3 An external service provider 4 A shared services unit a 1 and 4 only b 2 and 3 only c 2, 3 and 4 only d All of the above

c

12.26 What type of categorization would be assigned to a supplier if they are providing a service that has medium risk and impact to the business and medium value and importance? a Commodity supplier b Operational supplier c Tactical supplier d Strategic supplier

c

12.27 Which of the following are appropriate examples of a service request? 1 A password change or reset 2 A minor code change request from a user to modify a particular application 3 The relocation of some desktop equipment 4 A question requesting information a 1, 2 and 3 only b 2, and 4 only c 1, 3 and 4 only d All of the above

c

12.28 Which of the following is the PRIMARY process for which a business impact analysis is required? a Service level management b Financial management c IT service continuity management d Request fulfilment

c

12.29 Which of the following is a key guideline when preparing for automation? a Amend the processes to reflect the tool b Evaluate quality tools on the market c Simplify the service processes d Review any complicated tasks first

c

12.3 Which of the following would be an appropriate type of service level agreement? a Contract level b Technology level c Corporate level d Operational level

c

12.35 Which of the following is the PRIMARY objective of access management? a To provide the right for users to be able to use a service at all times to support their business processes b To align IT security with business security and ensure that it is effectively managed c To provide the appropriate right for users to be able to use a service or group of services d To ensure that IT services can be resumed in the event of a disaster, within required and agreed business timescales

c

12.38 Which service operation function would contribute to the decision on whether to buy off-the-shelf software packages to support the business processes? a The service desk b Technical management c Application management d IT operations

c

12.6 Which of the following are the main objectives for the service desk? 1 To provide management information 2 To restore normal service to the users as quickly as possible 3 To manage the incident through its lifecycle 4 To prevent problems and resulting incidents from happening a 1, 2 and 4 only b 3 and 4 only c 1, 2 and 3 only d All of the above

c

2.3 Which of the following activities is a process practitioner responsible for? 1 Documenting and publicizing the process 2 Carrying out the process activities 3 Meeting the required key performance indicators (KPIs) 4 Creating or updating records to show that activities have been carried out correctly a 1 and 3 only b 2 and 3 only c 2, 3 and 4 only d All of the above

c

2.5 Which of the following is the BEST definition of a supporting service? a A service that is delivered between departments or business units in the same organization b A service that is delivered to external customers c A service that is not directly used by the business, but is required to provide the overall service d A service that is provided by an internal service provider

c

4.2 Which of the following are valid components of value? 1 Whether the service achieves its agreed outcomes 2 Customer perceptions of the delivered service 3 Customer preferences of the service 4 Understanding the risk of the service a 1 only b 1 and 4 only c 1, 2 and 3 only d All of the above

c

4.3 When a service is in its requirements stage, where should it be placed in the service portfolio? a In the service catalogue b As a retired service c In the pipeline d It should not go in the service portfolio at this stage

c

4.4 Which of the following should be included in the business case? 1 Business impact 2 Risks and contingencies 3 Costs and benefits 4 Solution specification a 1, 2 and 4 only b 3 and 4 only c 1, 2 and 3 only d All of the above

c

6.1 Which of the following are the main objectives of the service transition phase of the lifecycle? 1 To ensure the service changes create the expected business value 2 To manage the risks related to the new services as they transition into production 3 To ensure that the services can be used in accordance with the requirements stated within the original service requirements 4 To provide the business with the details of the changing business processes, and carry out subsequent training of these business operational changes a 1 and 4 only b 2 and 3 only c 1, 2 and 3 only d All of the above

c

7.1 Which of the following is the PRIMARY objective of service operation? a To ensure that the services are designed to meet the stated business objectives and that the four Ps have been considered b To ensure that the service can be used in accordance with the requirements and constraints specified within the service requirements c To carry out activities and processes required to deliver and manage services at agreed levels d To manage the technology that is used to deliver and support the services

c

7.2 Which roles within the organization will take responsibility for carrying out the activities within the incident management process? 1 The incident management process owner 2 The service desk 3 Technical management 4 Application management a 1 only b 2 only c 2, 3 and 4 only d 1 and 2 only

c

7.5 Which of the following is NOT a valid type of service desk described within ITIL service operation? a Local service desk b Centralized service desk c Technical service desk d Virtual service desk

c

8.3 In the continual service improvement approach, once all the measurements and metrics have been collated to confirm that the desired end result has been achieved, what activity should then take place? a In order to close off the improvement activity a confirmation of achievement of the business case should follow b Capture the baseline assessments so that they can be used for later comparison c Agree what needs to occur to ensure that the momentum for quality improvement is maintained d Understand the high-level business objectives to ensure that the vision has been captured

c

8.5 What is the MAIN purpose of the CSI register? a To capture a baseline for future opportunities b To record all key performance indicators for each process c To give visibility to, and to record all improvement opportunities d To log all changes resulting from service improvement initiatives

c

9.2 When the customer is supported by technology alone from its service provider, this is known as what? a Discovery technology b Remote support c Self-service d Diagnostic utilities

c

12.15 Which of the following is NOT within the scope of the design coordination process? a Maintenance of policies and standards for the service design activities b Assistance and support of projects through the service design stage c Management of any conflict for resources d Assurance that both utility and warranty are tested

d

12.16 In order to optimize the efficiency of the change process, many low-risk routine changes may be categorized as pre-authorized by change management. What type of change is this known as? a A service request b A change request c A normal change d A standard change

d

12.21 Which of the following are key elements that need to be defined as part of a process? 1 The activities contained within the process 2 The process policy 3 Roles within the organization that will need to carry out the process 4 Appropriate metrics for the process a 1, 2 and 3 only b 3 and 4 only c 1, 2 and 4 only d All of the above

d

12.22 Which element of the DIKW model can NOT be supported by automation? a Data b Information c Knowledge d Wisdom

d

12.33 Which of the following is the CORRECT sequence of activities during the incident lifecycle after the incident has been identified? a 1 - Initial diagnosis and possible escalation. 2 - Incident categorization. 3 - Incident logging. 4 - Incident prioritization. 5 - Investigation and diagnosis. 6 - Incident closure. 7 - Resolution and recovery. b 1 - Incident logging. 2 - Incident prioritization. 3 - Initial diagnosis and possible escalation. 4 - Investigation and diagnosis. 5 - Resolution and recovery. 6 - Incident categorization. 7 - Incident closure. c 1 - Incident categorization. 2 - Incident logging. 3 - Incident prioritization. 4 - Initial diagnosis and possible escalation. 5 - Investigation and diagnosis. 6 - Resolution and recovery. 7 - Incident closure. d 1 - Incident logging. 2 - Incident categorization. 3 - Incident prioritization. 4 - Initial diagnosis and possible escalation. 5 - Investigation and diagnosis. 6 - Resolution and recovery. 7 - Incident closure.

d

12.39 Which of the following statements is the CORRECT definition for warranty? a The delivery of positive attributes of a service b The service is assured, and no risks will be introduced into live services c The service is fit for purpose d The service will meet its agreed requirements

d

12.4 Which of the following roles would be valid members of a change advisory board (CAB) meeting? 1 Suppliers 2 Change manager 3 Service owner 4 Release manager a 1, 2 and 3 only b 2, 3 and 4 only c 2 and 4 only d All of the above

d

12.40 Which of the following activities would NOT be completed as part of the change management process? a Planning and controlling the change b Management reporting for change c Change decision-making and authorization d Applying a fix for an emergency change

d

12.5 What is the main activity used to help the IT service provider understand and plan for a workload profile? a Developing the requirements for service utility b Providing the appropriate value from the service level package c Understanding the value that IT needs to give to the business d Understanding patterns of business activity

d

5.4 Which process controls all activities and processes during service design? a Transition planning b Service level management c Risk management d Design coordination

d

6.5 Which of the following is NOT a valid change type? a Emergency b Standard c Normal d Change proposal

d

7.4 In which of the following circumstances should an incident be generated following an event notification? a An incident should always be raised following an event b An incident should never be raised following an event c An incident should be raised following an alert d An incident should be raised when there has been a disruption to service

d

8.4 Which of the following is NOT a type of metric which can be used to support continual service improvement activities? a Service metrics b Technology metrics c Process metrics d Critical success factor (CSF) metrics

d

9.1 Which of the following are advantages of automation? 1 The capacity of automated resources can be more easily adjusted 2 Automation presents a good basis for measuring and improving service processes 3 Many activities require computing power that is beyond the power of human agents 4 Automation can be a means for capturing the knowledge required for a service process a 1 and 2 only b 1, 2 and 3 only c 3 and 4 only d All of the above

d