ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 10

Does Problem Management depend entirely on having a mature Incident Management process in place? *

1 point

Yes, because without a mature Incident Management process in place there is no reliable information available

No, because the quality of Incident Management information is of little importance to proactive Problem Management

No, because progress can still be made on solving long-standing Problems

Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information

Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits? *

1 point

Service Level Management

Performance Management

Capacity Management

Event Management

IT Service Continuity strategy should be based on:. 1. Design of the service metrics. 2. Business continuity strategy. 3. Business Impact Analysis. 4. Risk assessment; *

1 point

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited? *

1 point

There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement

Each stage should be carried out once in the order Plan-Do-Check-Act

The entire cycle should be repeated multiple times to Implement Continual Improvement

There should be a single plan. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)? *

1 point

An agreement with an individual customer group, covering all the services that they use

An agreement that covers one service for a single customer

An agreement that covers service specific issues in a multi-level SLA structure

An agreement that covers one service for all users of that service

Which of the following is the CORRECT order of the activities in the 7-Step Improvement Process (first activity first)? *

1 point

1- Define what you should measure. 2- Define what you can measure. 3-Gather data. 4- Process data. 5- Analyze data. 6- Present information. 7-Implement corrective action.

1- Define what you can measure. 2- Define what you should measure. 3- Gather data. 4- Analyze data. 5- Process data. 6- Present information. 7- implement corrective action.

1- Define what you should measure. 2- Define what you can measure. 3-Gather data. 4- Analyze data. 5- Process data. 6- Present information. 7- Implement corrective action.

1- Define what you can measure. 2- Define what you should measure. 3- Gather data. 4- Process data. 5- Analyze data. 6- Present information. 7- Implement corrective action.

Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? *

1 point

The SKMS is part of the CMS

The CMS is part of the SKMS

The CMS and SKMS are the same thing

There is no relationship between the CMS and the SKMS

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? *

1 point

Service Level Management

Problem Management

Change Management

Event Management

What is the first activity when implementing a release? *

1 point

Designing and building a release

Testing a release

Compiling the release schedule

Communicating and preparing the release

Which of the following statements is CORRECT? . 1. Only one person can be responsible for an activity. 2. Only one person can be accountable for an activity; *

1 point

All of the above

1 only

2 only

None of the above

Priority according to ITIL is based on: *

1 point

The number of Users affected and the effort it takes to restore the Services

The time you have to restore the Incident before SLAs are breached

The effort it takes to restore Services and the time you have to restore the Incident before SLAs are breached

The number of Users affected and the time you have to restore the Incident before SLAs are breached

Which of the following is the BEST definition of a Risk? *

1 point

Something that will not happen

Something that will happen

Something that has happened

Something that might happen

What is the definition of an Alert? *

1 point

An error message to the user of an application

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

A type of Incident

An audit report that indicates areas where IT is not performing according to agreed procedures

The Service Portfolio is the single integrated source of information on the status, interfaces and dependencies of each service used by activities within the following stages in the Service Lifecycle:. 1. Service Strategy. 2. Service Transition. 3. Service Design. 4. Service Operation; *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

Which Function would provide staff to monitor events in a Network Operations Centre? *

1 point

IT Operations Management

Applications Management

Service Desk

Technical Management

In which of the following situations should a Problem Record be created? *

1 point

An event indicates that a redundant network segment has failed but it has not impacted any users

An Incident is passed to second-level support

A Technical Management team identifies a permanent resolution to a number of recurring Incidents

Incident Management has found a workaround but needs some assistance in implementing it

Which of the following would normally be included in a Capacity Plan? 1 Options. 2 Management summary. 3 Business workload forecasts. 4 Backout plans; *

1 point

2, 3 and 4

All of them

2 and 3 only

1, 2 and 3

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity? *

1 point

The Asset Register

The Service Knowledge Management System

The Known Error Database

The Information Management System

Which one of the following is a benefit of using an incident model? *

1 point

It will make problems easier to identify and diagnose

It means known incident types never recur

It provides pre-defined steps for handling particular types of incidents

It ensures all incidents are easy to solve

Which process reviews Operational Level Agreements (OLAs) on a regular basis? *

1 point

Supplier Management

Service Level Management

Service Portfolio Management

Contract Management

Configuration Management plans should be integrated with those of: *

1 point

Change and Release Management

Service Level Management

IT Service Financial and Continuity Management.

Change and Capacity Management

Which role would you MOST expect to be involved in the management of Underpinning Contracts? *

1 point

Service Catalogue Manager

IT Designer/Architect

Process Manager

Supplier Manager

At what point does an Incident turn into a Problem? *

1 point

When it is urgent

When it is a Major Incident

If the person reporting the incident is very senior

Never

If something cannot be measured, it should not be documented within which of the following? *

1 point

The Glossary of Terms

A Service Level Agreement

An Incident Management record

A Configuration Item (CI)

To add value to the business, what are the four reasons to monitor and measure? *

1 point

Validate; Direct; Justify; Improve

Evaluate; Diagnose; Justify; Intervene

Validate; Direct; Justify; Intervene

Evaluate; Direct; Justify; Improve

Consider the following types of technological support of Service Management and the corresponding descriptions. . A Technology-assisted; . B Technology-facilitated; . C Technology-mediated; . D Technology-generated (self-service); . 1. The Service Provider is represented entirely by technology. 2. The Service Provider and the customer are not in physical proximity. 3. Only the Service Provider has access to the technology. 4. Both the Service Provider and the customer have access to the same technology. . Which of the following pairings between roles and responsibilities is CORRECT? *

1 point

A-3, B-1, C-2 and D-4

A-1, B-2, C-3 and D-4

A-3, B-4, C-2 and D-1

A-4, B-3, C-2 and D-1

Which is NOT normally considered a Configuration Item? *

1 point

A desktop

A problem

A data-center

A modem

Which of the following statements is the CORRECT definition of a Known Error? *

1 point

An action taken to repair the root cause of an Incident or Problem.

A Problem that has a documented root cause or a Workaround.

The unknown cause of one or more Incidents.

A Problem that has a documented root cause and a Workaround.

Which of the following activities is NOT an activity in the Incident Management process? *

1 point

Incident Identification

Incident Verification

Incident Categorization

Incident Prioritization

When the Service Desk records an Incident they will typically have to check whether or not a workaround or Known-Error or Problem Record already exists. This activity is referred to as: *

1 point

Incident Checking

Incident Classification

Incident Prioritization

Incident Matching

The DHS and the DSL are used to *

1 point

Store all logical software items

Store all physical software items

Create a managed environment of logical items

Create a managed environment of physical items

Which is NOT a purpose of Service Transition? *

1 point

Ensure that a service can be managed, operated and supported.

Provide quality knowledge of Change, Release and Deployment Mgmt.

Plan and manage the capacity and resource requirements to manage a release.

Provide training and certification in project management.

Which of the following is an objective for the 7-Step Improvement process? *

1 point

To provide operations visibility, insight and superior decision making.

To design processes for the design, transition, operations and improvement of IT Services.

To identify goals and objectives in order to properly identify what should be measured.

To minimize the impact of Incidents that cannot be prevented.

What are the two major processes in Problem Management? *

1 point

Technical and Service

Resource and Proactive

Reactive and Technical

Proactive and Reactive

Costing by Customer is a technique normally encountered in *

1 point

Budgeting

Accounting

Procuring

Charging

Which model delivers a view of the services, assets and infrastructure? *

1 point

Incident Model

Problem Model

Configuration Model

Change Model

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"? *

1 point

Service Strategy

Service Design

Service Operation

Service Transition

Which stage of the Change Management process deals with what should be done if the change is unsuccessful? *

1 point

Remediation Planning

Categorization

Prioritization

Review and Close

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle? *

1 point

Service Operation

Service Transition

Continual Service Improvement

Service Strategy

Which of the following is a good use of a baseline? *

1 point

The desired end state of a project

A marker or starting point for later comparison

The current desktop models in use

The type of testing to be done for a release

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