ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 1

Which of the following is NOT an objective of service transition? *

1 point

To ensure that a service can be operated, managed and supported

To provide training and certification in project management

To provide quality knowledge and information about services and service assets

To plan and manage the capacity and resource requirements to manage a release

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach? *

1 point

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets

Service transition contains detailed descriptions of which processes? *

1 point

Change management, service asset and configuration management, release and deployment management

Change management, capacity management event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfillment

Which of the following options is a hierarchy that is used in knowledge management? *

1 point

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

Which one of the following statements is CORRECT? *

1 point

The configuration management system is part of the known error database

The service knowledge management system is part of the configuration management system

The configuration management system is part of the service knowledge management system

The configuration management system is part of the configuration management database

Which of the following are objectives of service level management? 1. Defining, documenting and agreeing the level of IT services to be provided. 2. Monitoring, measuring and reporting the actual level of services provided. 3. Monitoring and improving customer satisfaction. 4. Identifying possible future markets that the service provider could operate in *

1 point

1, 2 and 3 only

1 and 2 only

1, 2 and 4 only

All of the above

Which process is responsible for dealing with complaints, comments, and general enquiries from users? *

1 point

Service level management

Service portfolio management

Request fulfilment

Demand management

Which one of the following do technology metrics measure? *

1 point

Components

Processes

The end-to-end service

Customer satisfaction

A process owner is responsible for which of the following? 1. Defining the process strategy. 2. Assisting with process design. 3. Improving the process. 4. Performing all activities involved in a process *

1 point

2, 3 and 4 only

All of the above

1, 2 and 3 only

1, 2 and 4 only

Which statement should NOT be part of the value proposition for Service Design? *

1 point

Reduced total cost of ownership

Improved quality of service

Improved Service alignment with business goals

Better balance of technical skills to support live services

Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral. 2. It does not prescribe actions. 3. ITIL represents best practice *

1 point

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Which of the following is concerned with fairness and transparency? *

1 point

Capacity Management

Governance

Service Design

Service Level Management

Which one of the following generates demand for services? *

1 point

Infrastructure trends

Patterns of business activity (PBA)

Cost of providing support

Service level agreements (SLA)

Which one of the following would NOT be defined as part of every process? *

1 point

Roles

Inputs and outputs

Functions

Metrics

Which one of the following is the BEST definition of reliability? *

1 point

The availability of a service or component

The level of risk that affects a service or process

How long a service or configuration item (CI) can perform its function without failing

How quickly a service or component can be restored to normal working order

Which one of the following is NOT 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

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Measuring the effectiveness and efficiency of service design and the supporting processes

Which of the following service desk organizational structures are described in service operation? 1. Local service desk. 2. Virtual service desk. 3. IT help desk. 4. Follow the sun *

1 point

1, 2 and 4 only

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

The BEST description of an incident is: *

1 point

An unplanned disruption of service unless there is a backup to that service

An unplanned interruption to service or a reduction in the quality of service

Any disruption to service whether planned or unplanned

Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Which of the following statements BEST describes the aims of Release and Deployment Management? *

1 point

To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

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

To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

To record and manage deviations, risks and issues related to the new or changed service

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? *

1 point

Employers

Stakeholders

Regulators

Accreditors

Which of the following is an enabler of best practice? *

1 point

Standards

Technology

Academic research

Internal experience

Which of the following is NOT a valid objective of problem management? *

1 point

To prevent problems and their resultant Incidents

To manage problems throughout their lifecycle

To restore service to a user

To eliminate recurring incidents

Which one of the following is concerned with policy and direction? *

1 point

Capacity management

Governance

Service design

Service level management

Which of the following is an objective of business relationship management? *

1 point

To identify patterns of business activity

To ensure high levels of customer satisfaction

To secure funding to manage the provision of services

To ensure strategic plans for IT services exist

Consider the following list: . 1. Change Authority. 2. Change Manager. 3. Change Advisory Board (CAB). What are these BEST described as? *

1 point

Job descriptions

Functions

Teams

Roles, people or groups

Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? *

1 point

Service level management

Service catalogue management

Demand management

Service transition

Which process is responsible for the availability, confidentiality and integrity of data? *

1 point

Service catalogue management

Service asset and configuration management

Change management

Information security management

Hierarchic escalation is BEST described as? *

1 point

Notifying more senior levels of management about an incident

Passing an incident to people with a greater level of technical skill

Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Failing to meet the incident resolution times specified in a service level agreement

Which process is responsible for providing the rights to use an IT service? *

1 point

Incident management

Access management

Change management

Request fulfillment

Which process or function is responsible for monitoring activities and events in the IT infrastructure? *

1 point

Service level management

IT operations management

Capacity management

Incident management

What should a service always deliver to customers? *

1 point

Applications

Infrastructure

Value

Resources

Which one 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 the overall business risk of change is optimized

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

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management? *

1 point

Data

Information

Knowledge

Governance

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? *

1 point

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

Public frameworks are always cheaper to adopt

Public frameworks are prescriptive and tell you exactly what to do

Proprietary knowledge has been tested in a wide range of environments

Which of the following is a responsibility of Supplier Management? *

1 point

Development, negotiation and agreement of Service Level Agreements (SLAs)

Development, negotiation and agreement of contracts

Development, negotiation and agreement of the Service Portfolio

Development, negotiation and agreement of Operational Level Agreements (OLAs)

What do customer perceptions and business outcomes help to define? *

1 point

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Which of the following is NOT one of the five individual aspects of service design? *

1 point

The design of the service portfolio, including the service catalogue

The design of new or changed services

The design of market spaces

The design of the technology architectures

Which one of the following is NOT the responsibility of service catalogue management? *

1 point

Ensuring that information in the service catalogue is accurate

Ensuring that service level agreements are maintained

Ensuring that information in the service catalogue is consistent with information in the service portfolio

Ensuring that all operational services are recorded in the service catalogue

Which of the following BEST describes "partners" in the phrase "people, processes, products and partners"? *

1 point

Suppliers, manufacturers and vendors

Customers

Internal departments

The facilities management function

Which process is responsible for managing relationships with vendors? *

1 point

Change management

Service portfolio management

Supplier management

Continual service improvement

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