ITIL® 2 Foundation Practice Quiz

JavaScript isn't enabled in your browser, so this file can't be opened. Enable and reload.

ITIL® 2 Foundation Practice Quiz - 16

Which of the following statements is INCORRECT? The Service Owner: *

1 point

Is responsible for the day-to-day monitoring and operation of the service they own

Is responsible for continual improvement and the management of change affecting the service they own

Is a primary stakeholder in all of the underlying IT processes which support the service they own

Is accountable for a specific service within an organization

Which of these is NOT a responsibility of Application Management? *

1 point

Ensuring that the correct skills are available to manage the infrastructure

Providing guidance to IT Operations about how best to manage the application

Deciding whether to buy or build an application

Assisting in the design of the application

Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle? *

1 point

Service Strategy

Service Transition

Service Operation

Continual Service Improvement

Where should performance information that supports the Capacity Management process be stored? *

1 point

A configuration management database (CMDB)

A capacity management database (CMDB)

A configuration management system (CMS)

A capacity management information system (CMIS)

Access Management is closely related to which other processes? *

1 point

Availability Management only

Information Security Management and 3rd line support

Information Security Management and Availability Management

Information Security Management only

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of: *

1 point

People, Process, Partners, Suppliers

People, Process, Products, Technology

People, Process, Products, Partners

People, Products, Technology, Partners

Which of the following processes are concerned with managing risks to services? . 1. IT service continuity management . 2. Information security management . 3. Service catalogue management *

1 point

All of the above

1 and 3 only

2 and 3 only

1 and 2 only

Which of these is the BEST description of a release unit? *

1 point

The portion of a service or IT infrastructure that is normally released together

The smallest part of a service or IT infrastructure that can be independently changed

The portion of a service or IT infrastructure that is changed by a particular release

A metric for measuring the effectiveness of the Release and Deployment Management process

Which of the following BEST describes the goal of Information Security Management Process? *

1 point

To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities.

To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly.

To provide a focus for all aspects of IT security and manage all IT security activities.

To provide the strategic direction for security activities and ensures objectives are achieved

Which statement about value creation through services is CORRECT? *

1 point

The customer's perception of the service is an important factor in value creation

The value of a service can only ever be measured in financial terms

Delivering service provider outcomes is important in the value of a service

Service provider preferences drive the value perception of a service

Which of the following statements about Supplier Management is INCORRECT? *

1 point

Supplier Management negotiates internal and external agreements to support the delivery of services

Supplier Management ensures that suppliers meet business expectations

Supplier Management maintains information in a Supplier and Contracts Database

Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

Which of the following BEST describes a Service Request? *

1 point

A request from a User for information, advice or for a Standard Change

Anything that the customer wants and is prepared to pay for

Any request or demand that is entered by a user via a Self-Help web-based interface

Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting

The Change Manager typically approves minor Changes him or herself. The Change Manager is referred to as the _____: *

1 point

Change Model

Change Authority

Change Category

Change Approver

Which of the following functions would be responsible for management of a data center? *

1 point

Technical Management

Service Desk

Applications Management

Facilities Management

Which of the following provides the PRIMARY source of guidance on what needs to be protected by Information Security Management? *

1 point

IT Management

Service Desk Manager

Business Management

The Change manager

Of which ITIL process are Reliability, Serviceability and Maintainability components? *

1 point

IT Service Continuity Management

Service Level Management

Problem Management

Availability Management

Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL? *

1 point

Local

Centralized

Holistic

Virtual

The goal of Service Asset and Configuration Management is to? *

1 point

Account for all financial assets of the organization

Provide a logical model of the IT infrastructure, correlating IT services and different IT components needed to deliver the services

Build service models to justify the ITIL implementations

Implement ITIL across the organization

What will be the optimal availability that we can provide to a Customer based upon the following results? workstation (98%) - link (97%) - router (99%) - WAN (99.95%) - router (98%) - link (97.8%) - server (99.2%) *

1 point

0.97

0.98

The product of all percentages

0.9995

Which of the following statements BEST describes one of the purposes of Service Analytics? *

1 point

Service Analytics is a means for automating simple and routine tasks and interactions.

Service Analytics is useful to restore normal Service Operation as quickly as possible in case of an incident.

Service Analytics is useful to model existing components and services to the higher-level business services.

Service Analytics is a means to ensure proper funding for the delivery and consumption for services.

Charging is a sensitive topic in an environment with _____: *

1 point

tied Customers

untied Customers

fixed Customers

unfixed Customers

An Incident has occurred that can't be resolved by first-line support. The Incident is forwarded to a team with more experience and knowledge to find a proper solution. What form of escalation is involved here? *

1 point

formal escalation

functional escalation

hierarchical escalation

operational escalation

Which of the following is the BEST description of the contents of the Definitive Media Library (DML)? *

1 point

Copies of all software versions that are needed

Copies of all live software programs

Authorized versions of all software used on the infrastructure

Software awaiting user acceptance testing

Which of the following balances has to be dealt with by Service Operation? *

1 point

Supply versus demand

Push versus pull

Stability versus responsiveness

Cost versus resources

Which are two recognized modeling techniques? *

1 point

Demand management and application sizing

Analytical modeling and application sizing

Simulation and trend analysis

Demand management and prototyping

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle? *

1 point

Service Operation

Capacity Management

Service Design

Availability Management

Which of the following statements about the Service V model are CORRECT? 1. Using a model such as the V model builds in service validation and testing early in the Service Lifecycle. 2. The left-hand side of the V model represents the specification of the service requirements down to the detailed Service Design. 3. The right-hand side of the V model focuses on the validation activities that are performed against the specifications defined on the left-hand side. 4. Customers who sign off the agreed service requirements will also sign off the Service Acceptance Criteria and test plan. *

1 point

1 only

2 and 3 only

1, 2 and 3 only

All of the above

Which of the following is the Goal of Service Level Management? *

1 point

To carry out the Service Operations activities needed to support current IT services

To ensure that sufficient capacity is provided to deliver the agreed performance of services

To create and populate a Service Catalogue

To ensure that an agreed level of IT service is provided for all current IT services

Technical Management is NOT responsible for? *

1 point

Maintenance of the technical infrastructure

Documenting and maintaining the technical skills required to manage and support the IT infrastructure

Defining the Operational Level Agreements for the technical teams

Diagnosis of, and recovery from, technical failures

How does Problem Management work with Change Management? *

1 point

By installing changes to fix problems

By negotiating with Incident Management for changes in IT for Problem resolution

By issuing RFCs for permanent solutions

By working with users to change their IT configurations

The remediation plan should be evaluated at what point in the change lifecycle? *

1 point

Before the change is approved

Immediately after the change has failed and needs to be backed out

After implementation but before the post implementation review

After the post implementation review has identified a problem with the change

What is the meaning of the term Serviceability? *

1 point

The degree of availability of the IT services that can be offered

The degree of support that the Service Desk provides to the customer

The degree to which the provision of IT services can be supported by maintenance contracts

The degree to which the services agreed in the Service Level Agreement (SLA) are complied with

Which of the following statements BEST describes a Definitive Media Library (DML)? *

1 point

A secure location where definitive hardware spares are held

A secure electronic library that contains all copies of software and licenses

A secure library where definitive authorized versions of all software and back-ups are stored and protected

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

Which one of the following BEST summarizes the purpose of event management? *

1 point

The ability to detect events, make sense of them and determine the appropriate control action

The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operations

The ability to monitor and control the activities of technical staff

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

Which one of the following statements about a configuration management system (CMS) is CORRECT? *

1 point

The CMS should not contain corporate data about customers and users

There may be more than one CMS

There should not be more than one configuration management database (CMDB)

If an organization outsources its IT services there is still a need for a CMS

Which of the following metrics is BEST used to judge the efficiency and effectiveness of the Service Level Management process? *

1 point

Number and percentage of major incidents.

The number and severity of service breaches.

Reduction in the number of disruptions to services caused by inaccurate impact assessment.

Reduction in the costs of handling printer incidents.

Which of the following BEST describes a Problem? *

1 point

A Known Error for which the cause and resolution are not yet known

The cause of two or more Incidents

A serious Incident which has a critical impact to the business

The cause of one or more Incidents

Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item? *

1 point

Availability Manager

Incident Manager

Problem Manager

Service Level Manager

Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets. 2. Monitoring and reporting actual availability. 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals; *

1 point

1 only

All of the above

1 and 2 only

1 and 3 only

Which process is responsible for recording relationships between service components? *

1 point

Service level management

Service portfolio management

Service asset and configuration management (SACM)

Incident management

Submit

Clear form

This content is neither created nor endorsed by Google. Report Abuse - Terms of Service - Privacy Policy

Forms