ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 12

Which of the following activities is an activity in the Service Level Management process? *

1 point

Collate, measure and improve customer satisfaction

Status reporting

Deploy Service Component

Resolution and Recovery

What does the term IT operations control refer to? *

1 point

Managing the technical and applications management functions

Overseeing the execution and monitoring of operational activities and events

A set of tools used to monitor and display the status of the IT infrastructure and applications

A service desk monitoring the status of the infrastructure when operators are not available

Which of the following is true about a Change Model? 1. Is a repeatable way of dealing with a change. 2. May not require approval. 3. Defines pre-defined steps to be followed for a change *

1 point

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

In the phrase "People, Processes, Products and Partners". Products refers to: *

1 point

IT Infrastructure and Applications

Services, technology and tools

Goods provided by third parties to support the IT Services

All assets belonging to the Service Provider

What Problem Management activity will have RFCs as main output? *

1 point

Problem Control

Error Control

Proactive Problem Management

Major Incident/Problem Review

Which of the following activities are responsibilities of a Supplier Manager? 1. Negotiating and agreeing Contracts. 2. Updating the Supplier and Contract database. 3. Planning for possible closure, renewal or extension of contracts. 4. Managing relationships with internal suppliers; *

1 point

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

None of the above

Which of the following benefits is NOT primarily the result of good Service Design practices? *

1 point

Reduced total costs of ownership.

More effective Service Management processes.

Increased success rate of changes and releases for the business.

Improve quality and consistency of service.

The BEST processes to automate are those that are: *

1 point

Carried out by Service Operations

Carried out by lots of people

Critical to the success of the business mission

Simple and well understood

What are the three sub-processes of capacity management? *

1 point

Business capacity management, service capacity management and component capacity management

Supplier capacity management, service capacity management and component capacity management

Supplier capacity management, service capacity management and technology capacity management

Business capacity management, technology capacity management and component capacity management

A Process owner is responsible for which of the following? *

1 point

Purchasing tools to support the Process

Ensuring that targets specified in an SLA are met

Carrying out activities defined in the Process

Monitoring and improving the Process

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle? *

1 point

Service Transition

Risk Management

IT Service Continuity Management

Availability Management

Which of the following are the five major aspects of Service Design? 1. Service Portfolio design. 2. Technology and architectural design. 3. Design of services. 4. Strategy design. 5. Process design. 6. Measurement design; *

1 point

1, 2, 3, 4 and 5

1, 2, 4, 5 and 6

1, 2, 3, 5 and 6

2, 3, 4, 5 and 6

A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours? *

1 point

Availability Management

Change Management

Configuration Management

Service Level Management

Where should details of a Workaround always be documented? *

1 point

The Service Level Agreement (SLA)

The Problem Record

The Availability Management Information System

The IT Service Continuity Plan

When should a Service Design Package be produced? *

1 point

During the strategy stage, for each time a new service is added to the Service Portfolio.

During the design stage, for each change to a service or removal of a service.

When a new or changed service is passed from Service Design to Service Transition.

During the design stage, for each new service, major change to a service or removal of a service.

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts. 2. Updating the Supplier and Contract database. 3. Planning for possible closure, renewal or extension of contracts. 4. Managing relationships with internal suppliers; *

1 point

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

None of the above

Which of the following is the BEST definition of an Incident? *

1 point

Loss of ability to operate to specification, or to deliver the required output

A change of state which has significance for the management of a Configuration Item or IT Service

A warning that a threshold has been reached, something has changed, or a failure has occurred

An unplanned interruption to an IT service or reduction in the quality of an IT service

Application Management plays a role in all applications. One of the key decisions to which they contribute is? *

1 point

Whether to buy an application or build it

Should application development be outsourced

Who the vendor of the storage devices will be

Where the vendor of an application is located

Which of the following is NOT an objective of Continual Service Improvement? *

1 point

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

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

How are functions BEST described? *

1 point

A body of knowledge

Closed loop systems

Self-contained units of organizations

Projects focusing on transformation

Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder. 2. It defines activities that are executed by a single function; *

1 point

Both of the above

1 only

Neither of the above

2 only

How can an organization determine the effectiveness of the Service Level Management process? *

1 point

By checking contracts with suppliers

By measuring customer satisfaction

By defining service levels

By reporting on all incidents

The Supplier Management process includes:. 1: Service Design activities, to ensure that contracts will be able to support the service requirements. 2: Service Operation activities, to monitor and report supplier achievements. 3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business; *

1 point

1 and 2 only

1 only

All of the above

1 and 3 only

Which of the following questions is NOT one of the 7 Rs that must be answered for all changes as part of the impact assessment? *

1 point

What RESOURCES are required to deliver the change?

Who RAISED the change?

What is the RELATIONSHIP between this change and other changes?

Who is going to REVIEW the change when it has been implemented?

A document needs to be created that outlines the various rights and obligations regarding software and hardware. What ITIL process is responsible? *

1 point

Service Level Management

Release Management

Change Management

Capacity Management

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? *

1 point

1 only

2 only

Both of the above

Neither of the above

What is the first activity of the CSI model? *

1 point

Assess the current business situation

Understand the vision of the business

Agree on priorities for improvement

Create and verify a plan

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)? Which of the questions does Service Strategy help answer with its guidance? *

1 point

3 only

1 only

2 only

All of the above

Which form of outsourcing provides domain based business expertise? *

1 point

Application Service Provision

Business Process Outsourcing

Knowledge Process Outsourcing

Co-Sourcing

Which of the following statements BEST describes the goals of Supplier Management? 1. To ensure that underpinning contracts and agreements with suppliers are aligned to business needs and managed though their lifecycle. 2. To manage relationships with suppliers. 3. To ensure that the information security risks are appropriately managed and enterprise information resources are used responsibly. 4. To maintain a supplier policy and a supporting Supplier and Contract Database. *

1 point

1 only

1 and 2 only

1, 2 and 4 only

All of the above

Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment. 2. Testing of resilience mechanisms. 3. Monitoring of component availability; *

1 point

All of the above

1 and 2 only

1 and 3 only

2 and 3 only

When should tests for a new service be designed? *

1 point

At the same time as the service is designed

After the service has been designed, before the service is handed over to Service Transition

As part of Service Transition

Before the service is designed

The underlying reason of a Problem has been successfully diagnosed and a faulty router has been pinpointed as the source of all trouble. What do we have here according to ITIL? *

1 point

An Incident

A Problem

A Release

A Root Cause

Which of the following is a PRIMARY concern of IT Governance? *

1 point

Measuring and improving the efficiency and effectiveness of processes

Ensuring that processes and procedures are correctly followed

Reducing the total cost of providing services

Ensuring that agreed Service Level Requirements are met

How would you describe the relation between the Asset Register and the Configuration Management Database? *

1 point

They are mutually exclusive

They have overlap

All CIs are also in the Asset register

All Assets are also in the CMDB

Which of the following options are typical ways of structuring and locating a Service Desk? 1. Local Service Desk. 2. Centralized Service Desk. 3. Virtual Service Desk. 4. Follow-the-Sun; *

1 point

2 only

2 and 3 only

1, 2 and 3 only

All of the above

What are underpinning contracts used to document? *

1 point

The provision of IT services or business services by a Service Provider

The provision of goods and services by Suppliers

Service Levels that have been agreed between the Service Provider and their Customer

Metrics and Critical Success Factors (CSFs) in an external agreement

Which of these is the correct set of steps for the Continual Service Improvement Model? *

1 point

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?

Which of the following is an objective of Release and Deployment Management? *

1 point

To standardize methods and procedures used for efficient and prompt handling of all changes

To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

To ensure that overall business risk of change is optimized

To define and agree release and deployment plans with customers and stakeholders

Which of the following activities is the Incident Manager responsible for? 1. Producing management information. 2. Monitoring the effectiveness of Incident Management and making recommendations for improvement. 3. Managing the work for Incident support staff (first-line and second line). 4. Managing major incidents. *

1 point

1 only

2 and 3 only

1, 2 and 3 only

All of the above

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