ITIL Foundations - Practice Test 2

C. Wisdom

32. Which of the following CANNOT be stored and managed by a tool? A. Data B. Knowledge C. Wisdom D. Information

B. Request fulfillment

33. Which process is responsible for frequently occurring changes where risk and cost are low? A. Incident Management B. Request fulfillment C. Release and Deployment Management D. Access management

D. All of the above

3. Which of the following are characteristics of every process? 1. It is measurable 2. It delivers a specific result 3. It delivers its primary results to a customer or stakeholder A. 1 and 3 only B. 1 and 2 only C. 2 and 3 only D. All of the above

B. 1, 2, and 4 only

1. Which of the following statements about the service desk are CORRECT? 1. It provides a single point of contact between the service provider and users 2. It manages incidents and service requests 3. It is a service management process 4. Service desk staff tries to restore service as quickly as possible A. All of the above B. 1, 2, and 4 only C. 2 and 4 only D. 2 and 3 only

C. A warning that a threshold has been reached or that something has changed

10. What is the definition of an Alert? A. An error message to the user of an application B. An audit report that indicates areas where IT is not performing according to agreed procedures C. A warning that a threshold has been reached or that something has changed D. A type of Incident

A. Whether to buy an application or build it

11. Application Management plays a role in all applications. One of the key decisions to which they contribute is? A. Whether to buy an application or build it B. Should application development be out-sourced C. Who the vendor of the storage devices will be D. Where the vendor of an application is located

C. An Incident which has a high impact on the business

12. Which of the following BEST describes a 'Major Incident'? A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it B. An Incident which requires a large number of people to resolve C. An Incident which has a high impact on the business D. An Incident that is so complex that it requires root cause analysis before any workaround can be found

D. Conduct activities to deliver and manage services at agreed levels to business users

13. Which of the following is NOT an objective of Continual Service Improvement? A. Review and analyze Service Level Achievement results B. Identify activities to improve the efficiency of service management processes C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction D. Conduct activities to deliver and manage services at agreed levels to business users

B. Services, technology and tools

14. In the phrase "People, Processes, Products and Partners." Products refer to: A. IT Infrastructure and Applications B. Services, technology and tools C. Goods provided by third parties to support the IT Services D. All assets belonging to the Service Provider

B. The Process Owner

15. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? A. The IT Director B. The Process Owner C. The Service Owner D. The Customer

A. Remediation Planning

16. Which stage of the Change Management process deals with what should be done if the change is unsuccessful? A. Remediation Planning B. Categorization C. Prioritization D. Review and Close

C. The wording must be clear and concise to allow no room for ambiguity

17. Which statement about Service Level Agreements (SLAs) is CORRECT? A. They must contain legal wording because of their importance B. There should always be a separate SLA for each specific customer C. The wording must be clear and concise to allow no room for ambiguity D. Changes to the SLA can only be requested by the customer

B. Corporate, Customer, Service

30. Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)? A. Technology, Customer, User B. Corporate, Customer, Service C. Corporate, Customer, Technology D. Service, User, IT

D. Demand Management

31. Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process? A. Service Portfolio Management B. Service Level Management C. Component Capacity Management D. Demand Management

A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholder's requirements and deliver the intended objectives

18. Which of the following statements BEST describes the aims of Release and Deployment Management? A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholder's requirements and deliver the intended objectives B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate D. To record and manage deviations, risks and issues related to the new or changed service

B. Service Strategy

19. The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? A. Continual Service Improvement B. Service Strategy C. Service Design D. Service Transition

A. Capacity management

2. Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance? A. Capacity management B. Supplier management C. Technology management D. Change management

C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

20. Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT? A. The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development B. The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development C. The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment D. Service Catalogue and Service Portfolio are different names for the same thing

D. Neither of the above

21. A consultant has made two recommendations to you in a report: 1. To include legal terminology in your Service Level Agreements (SLAs) 2. It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice? A. 1 only B. 2 only C. Both of the above D. Neither of the above

D. Service Operation

22. Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? A. Continual Service Improvement B. Service Transition C. Service Design D. Service Operation

A. The value of a service

23. Customer perceptions and business outcomes help to define what? A. The value of a service B. Customer satisfaction C. Total cost of ownership D. Key performance indicators

C. Products

24. Service Design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? A. Profit B. Preparation C. Products D. Potential

C. Informational, Warning, Exception

25. What are the categories of event described in the ITIL Service Operation book? A. Informational, Scheduled, Normal B. Scheduled, Unscheduled, Emergency C. Informational, Warning, Exception D. Warning, Reactive, Proactive

C. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

26. Which of the following best describes a Service Request? A. Any request or demand that is entered by a user via a Self-Help web-based interface B. A request from a User for information or advice, or for a Standard Change C. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting D. Anything that the customer wants and is prepared to pay for

D. A method of structuring an organization

27. Which of the following is NOT a characteristic of a process? A. Delivers specific results B. Responds to specific events C. It is measurable D. A method of structuring an organization

C. All of the above

28. Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)? A. 2 only B. 1 only C. All of the above D. 3 only

C. Supplier Management

29. Which process is responsible for managing relationships with vendors? A. Change Management B. Service Portfolio Management C. Supplier Management D. Continual Service Improvement

D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

34. Which of the following statements BEST describes a Definitive Media Library (DML)? A. A secure location where definitive hardware spares are held B. A secure library where definitive authorized versions of all software and back-ups are stored and protected C. A secure electronic library that contains all copies of software and licenses D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected

C. Validate; Direct; Justify; Intervene

35. To add value to the business, what are the four reasons to monitor and measure? A. Evaluate; Diagnose; Justify; Intervene B. Validate; Direct; Justify; Improve C. Validate; Direct; Justify; Intervene D. Evaluate; Direct; Justify; Improve

C. The design of Market Spaces

36. Which of the following is NOT one of the five individual aspects of Service Design? A. The design of the Service Portfolio, including the Service Catalogue B. The design of the technology architecture and management systems C. The design of Market Spaces D. The design of new or changed services

A. Access Management

37. Removing or restricting rights to use an IT Service is the responsibility of which process? A. Access Management B. Incident Management C. Request Fulfillment D. Change Management

A. The Service Provider

38. Who owns the specific costs and risks associated with providing a service? A. The Service Provider B. The Service Level Manager C. The Customer D. The Finance department

B. Facilities Management

39. Contracts relating to an outsourced Data Centre would be managed by? A. Service Desk B. Facilities Management C. Technical Management D. IT Operations Control

D. All of the above

4. Which of the following are valid elements of a service design package (SDP)? 1. Agreed and documented business requirements 2. A plan for transition of the service 3. Requirements for new or changed processes 4. Metrics to measure the service A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

C. Ensure delivery and support of a service

40. Service Acceptance criteria are used to? A. Ensure the design stage of the Lifecycle B. Ensure Portfolio Management is in place C. Ensure delivery and support of a service D. Ensure service Key Performance Indicators (KPIs) are reported

D. The entire cycle should be repeated multiple times to implement Continual Improvement

5. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited? A. Each stage should be carried out once in the order Plan-Do-Check-Act B. There should be a single Plan, and then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement C. There should be a single Plan and Do, and then Check and Act should be carried out multiple times to implement Continual Improvement D. The entire cycle should be repeated multiple times to implement Continual Improvement

B. The KEDB and the CMS form part of the larger SKMS

6. Which of the following statements is CORRECT? A. The CMS is part of the Configuration Management Data Base (CMDB) B. The KEDB and the CMS form part of the larger SKMS C. The Service Knowledge Management System (SKMS) is part of the CMS D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

A. Business Value

7. The MAIN purpose of the Service Portfolio is to describe services in terms of? A. Business Value B. Functionality C. IT Assets D. Service Level Requirements

A. Customer / Business Needs

8. What is the entry point or the first level of the V model? A. Customer / Business Needs B. Service Release C. Service Requirements D. Service Solution

C. Resources and Capabilities

9. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? A. Applications and Infrastructure B. Services and Infrastructure C. Resources and Capabilities D. Utility and Warranty