ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 4

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

1 point

Any detectable or discernable occurrence that has significance for the management of the IT infrastructure

An unplanned interruption to an IT service

The unknown cause of one or more Incidents

Reducing or eliminating the cause of an Incident or Problem

Which of the following areas would technology help to support during the Service Lifecycle? 1. Data mining and workflow. 2. Measurement and reporting. 3. Release and deployment. 4. Process Design; *

1 point

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

All of the above

Often, releasing a new Standard Operating Environment will result in _____ *

1 point

A delta release

A full release

A package release

A standard release

Which of the following statements is CORRECT? *

1 point

IT Service Continuity Management can only take place once Business Continuity Management has been established

Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

Business Continuity Management and IT Service Continuity Management must be established at the same time

IT Service Continuity Management is not required when IT is outsourced to a third party provider

Which of the following is NOT a characteristic of a process? *

1 point

It is measurable

Delivers specific results

A method of structuring an organization

Responds to specific events

Deming - one of the people behind the philosophy of TQM (Total Quality Management) uses a cyclic model with four recognized stages. What is the right sequence of these stages? *

1 point

Plan - Do - Review - Check

Do - Check - Plan - Act

Plan - Do - Check - Act

Do - Check - Act - Plan

Consider the following statements:. 1. Service Transition provides guidance on moving new and changed services into production. 2. Service Transition provides guidance on testing. 3. Service Transition provides guidance on the transfer of services to or from an external service provider. Which of the above statements is CORRECT? *

1 point

1 and 2 only

1 only

All of the above

1 and 3 only

Effective release and deployment management enables the service provider to add value to the business by? *

1 point

Ensuring that all assets are accounted for

Ensures that the fastest servers are purchased

Delivering change, faster and at optimum cost and minimized risk

Verifying the accuracy of all items in the configuration management database

Which of the following activities BEST help an organization managing and developing Service Management as a strategic asset? . 1 Identification of critical services across the Service Portfolio for a given customer of market space. 2. Establishment of the right mix of service to offer to customers. 3. Tagging all service assets with the name of the service to which they add service potential. . 4 Creation of diagnostic scripts for diagnosis of incidents. *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All the above

Which of the following are benefits that implementing Service Transition could provide to the business? 1. Ability to adapt quickly to new requirements. 2. Reduced cost to design new services. 3. Improved success in implementing changes; *

1 point

1 and 2 only

2 and 3 only

1 and 3 only

All of the above

What is the BEST definition of an Incident Model? *

1 point

The template used to define the Incident logging form used to report Incidents

A type of Incident involving a standard (or model) type of Configuration Item (CI)

A set of pre-defined steps to be followed when dealing with a known type of Incident

An Incident that is easy to solve

Which of the following models would be MOST useful in helping to define an organizational structure? *

1 point

RACI model

Service model

Continual Service Improvement (CSI) model

The Deming Cycle

What is according to ITIL the definition of a Root Cause? *

1 point

The item identified being the underlying cause of the Problem identified

A fault identified within the Infrastructure

A known error identified as the root cause of one or more Incidents

The unknown (undiagnosed) underlying cause of one or more Incidents

The process to implement SLAs comprises of the following activities in sequence: *

1 point

Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs

Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,

Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs

Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent? *

1 point

Extreme focus on cost

Extreme focus on responsiveness

Vendor focused

Extreme internal focus

Which process is responsible for sourcing and delivering components of requested standard services? *

1 point

Request Fulfillment

Service Portfolio Management

Service Desk

IT Finance

Demand Management is primarily used to? *

1 point

Increase customer value

Eliminate excess capacity needs

Increase the value of IT

Align business with IT cost

Which of the following are generic elements of a process? 1. Process activities. 2. Process policy. 3. Process roles. 4. Process metrics; *

1 point

1 only

1 and 3 only

1, 2 and 3 only

All of the above

Which of the following may be defined in a process? . 1. Roles. 2. Activities. 3. Functions. 4. Guidelines. 5. Standards. 6. Governance Framework; *

1 point

1, 2, 3 and 5 only

All of the above

1, 2, 5 and 6 only

1, 2, 4, and 5 only

Which of the following about a Change Record is NOT true? *

1 point

It documents the lifecycle of a change

It should refer even the rejected changes

Should have reference to the configuration items affected

Change records are stored in Change Management Information System

For which of these activities is the Change Manager responsible? *

1 point

Chairing the CAB

Establishing the root cause of a Capacity Incident which has led to an RFC being raised

Devising the backout plan for a significant Change

Ensuring a Release has reached the target CIs

The cost of purchasing something that will become a financial asset – for example, computer equipment and buildings is known as? *

1 point

Capital Budgeting

Capital Cost

Capital Expenditure

Capital Returns

Which of the following are valid parts of the Service Portfolio? 1. Service Pipeline. 2. Service Knowledge Management System (SKMS). 3. Service Catalogue; *

1 point

1 and 2 only

3 only

1 and 3 only

All of the above

Business drivers and requirements for a new service should be considered during? *

1 point

Review of the router operating system patches

Review of the current capabilities of IT service delivery

The Post Implementation Review (PIR) of a change

Decommissioning legacy servers

Tom, one of the network engineers, has just created a document that visually represents the impact of network maintenance on the existing Service Level Agreements. In the past it has occurred several times that maintenance conflicted with normal business operations. What type of document has Tom created according to ITIL? *

1 point

An RFC document

An Incident Record

A Known Error Record

A PSA document

The following activities are involved in implementing a Service Management function:. 1 Tool selection. 2 Tool specification. 3 Process design. 4 Functional requirements analysis. In which order should the above activities be taken? *

1 point

4, 2, 1, 3

4, 3, 2, 1

2, 1, 4, 3

2, 1, 3, 4

The goal of Problem Management is: *

1 point

To prevent Problems and resulting incidents from happening.

To provide a channel for users to request standard services.

To restore normal Service Operation as quickly as possible.

To detect events, make sense of them, and determine the appropriate control action.

Which of the following are included within Release and Deployment Models? 1. Roles and responsibilities. 2. Template release and deployment schedules. 3. Supporting systems, tools and procedures. 4. Handover activities and responsibilities; *

1 point

1, 2 and 4 only

2, 3 and 4 only

All of the above

1 and 4 only

The boundaries for Security have to be set for the entire organization? What do we need? *

1 point

A Policy document that will answer the who and how

A Policy document that will answer the why and who

A process description that will answer the who and how

A process description that will answer the why and who

Which of the following is one of the primary objectives of Service Strategy? *

1 point

To design and build processes that will meet business needs

To provide detailed specifications for the design of IT services

To transform Service Management into a strategic asset

To underscore the importance of services in the global economy

Which of the following is NOT a part of the Service Design stage of the service lifecycle? *

1 point

Designing and maintaining all necessary Service Transition packages

Producing quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

Taking the overall Service Strategies and ensuring they are reflected in the Service Design process and the service designs that are produced

Measuring the effectiveness and efficiency of Service Design and the supporting processes

What is the BEST description of a Major Incident? *

1 point

An Incident that is so complex that it requires root cause analysis before a workaround can be found

An Incident which requires a large number of people to resolve

An Incident logged by a senior manager

An Incident which has a high priority or high impact on the business

Which of the following is NOT a benefit of using public frameworks and standards? *

1 point

Knowledge of public frameworks is more likely to be widely distributed

They are always free ensuring they can be implemented quickly

They are validated across a wide range of environments making them more robust

They make collaboration between organizations easier by giving a common language

Which of the following questions does guidance in Service Strategy help answer? 1. What services should we offer and to whom? 2. How do we differentiate ourselves from competing alternatives? 3. How do we truly create value for our customers? *

1 point

1 only

2 only

3 only

All of the above

Which of the following activities forms part of the Service Portfolio Management process? 1. Analyze. 2. Define. 3. Approve. 4. Charter; *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs? *

1 point

Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

It is possible that responsiveness may suffer and customers needs may not be met within business timescales

Consider the following activities, which of the them should be easier after implementing a good IT Service Management software tool? 1 The analysis of raw data. 2 The identification of trends. 3 The definition of Service Management processes. 4 The implementation of preventive measures; *

1 point

1, 2 and 4

2 and 3

All of them

None of them

What is the Service Pipeline? *

1 point

All services that are at a conceptual or development stage

All services except those that have been retired

All services that are contained within the Service Level Agreement (SLA)

All complex multi-user services

"Change Proposal's" are normally created by? *

1 point

Change Management

Incident Management

Problem Management

Service Portfolio Management

Which of the following statements is INCORRECT? *

1 point

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The SKMS can include user skill levels

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