ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 9

What type of improvement should be achieved by using the Deming Cycle? *

1 point

Rapid, one-off improvement

Return on investment within 12 months

Quick wins

Steady, ongoing improvement

Identify the input to the Problem Management process *

1 point

Request for Change

Problem Resolution

Incident Records

New Known Errors

Which of the following are objectives of Service Design? 1. Design services to satisfy business objectives. 2. Identify and manage risk. 3. Design effective and efficient processes. 4. Design a secure and resilient IT infrastructure; *

1 point

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Application Management is NOT responsible for? *

1 point

Documenting and maintaining the technical skills required to manage and support Applications

Managing applications through their lifecycle

Assisting in the decision to build or buy new software

Developing operational functionality required by the business

Which of the following are examples of Event types? 1. Informational. 2. Warning. 3. Major. 4. Exception; *

1 point

2 only

2 and 3 only

1, 2 and 3 only

All of the above

Which of the following is the BEST definition of the term Service Management? *

1 point

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

Which of the following statements correctly states the relationship between urgency, priority and impact? *

1 point

Impact, priority and urgency are independent of each other

Urgency should be based on impact and priority

Impact should be based on urgency and priority

Priority should be based on impact and urgency

Contracts are used to define: *

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 the following identifies two Service Portfolio components within the Service Lifecycle? *

1 point

Requirements Portfolio and Service Catalogue

Service Knowledge Management System and Service Catalogue

Service Knowledge Management System and Requirements Portfolio

Requirements Portfolio and Configuration Management System

A company has decided to charge back for its Services that it delivers to its internal business units. The new charges will be based upon a negotiated price per business unit. We're talking _____ here. *

1 point

Cost price

Going rate price

Fixed price

Market price

What is the entry point or the first level of the V model? *

1 point

Service Solution

Customer / Business Needs

Service Release

Service Requirements

In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities? *

1 point

Baseline assessments

Service and process improvements

Taking measurements and recording metrics

Setting measurement targets

A plan for managing the end of a supplier contract should be created when? *

1 point

The contract is being negotiated

The contract is about to be ended

The Supplier Manager decides that there is a risk the contract might need to end soon

The contract has been agreed

A key role for Service Operations is to achieve a balance between conflicting sets of priorities. A fundamental conflict exits between IT as a set of technology components on one side and: *

1 point

the view in which the organization focuses only on business requirements and the service delivered

the ability to respond to change without impacting on other services

a strong focus on delivering quality

proactive behavior on the other side

The Definitive Media Library and Definitive Spares are the responsibility of: *

1 point

Facilities Management

Access Management

Request Fulfillment

Service Asset and Configuration Management

Data used to support the capacity management process should be stored in: *

1 point

A configuration management database (CMDB)

A capacity database (CDB)

A configuration management system (CMS)

A capacity management information system (CMIS)

The Information Security Policy should be available to which groups of people? *

1 point

Senior business managers and all IT staff

Senior business managers, IT executives and the Security Manager

All customers, users and IT staff

Information Security Management staff only

Which of the following is the BEST description of a centralized Service Desk? *

1 point

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

Which is the first step in the 7 Step Improvement Process? *

1 point

Where are we now?

Identify gaps in Service Level Agreement (SLA) achievement

Prepare for action

Define what you should measure

What is the name of the area where the definitive authorized versions of all media Configuration Items (CIs) are stored and protected? *

1 point

Definitive Media Library

Definitive Software Store

Service Knowledge Management System

Software Secure Library

Which of these would fall outside the scope of a typical service change management process *

1 point

A change to a contract with a supplier

A firmware upgrade to a server that is only used for IT Service Continuity purposes

An urgent need to replace a CPU to restore a service during an incident

A change to a business process that depends on IT Services

Which of the following statements are NOT included in Access Management? 1. Verifying the identity of users requesting access to services. 2. Setting the rights or privileges of systems to allow access to authorized users. 3. Defining security policies for system access. 4. Monitoring the availability of systems that users should have access to; *

1 point

3 and 4 only

1 and 3 only

2 and 3 only

1 and 2 only

An organization has just received 40 new desktops they had ordered 3 weeks earlier. What process has been responsible to approve the roll-out of these new desktops? *

1 point

Change Management

Configuration Management

Problem Management

Release Management

Which of the following is NOT an activity in the Deming PDCA cycle? *

1 point

Plan

Check

Align

What type of skills should individuals optimally have to work in an ITIL Service Desk environment? *

1 point

Technology skills

People skills

Technology skills with some people skills

People skills with some technology skills

Which of the following BEST describes the goal of Service Level Management? *

1 point

To maintain and improve IT service quality in line with business requirements

To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.

To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.

To ensure that IT delivers the same standard of service at the least cost

The wording of SLAs and OLAs should be: *

1 point

Technically focused, so that they may be understood by IT professionals

A mixture of business, technical and legal language, so that they can be understood by everyone

Clear and concise, leaving no room for ambiguity.

Legally worded as they must be contractually binding

Which sequence is a likely sequence to be found when following ITIL? *

1 point

Incident - Problem - Known Error - Root Cause - Release - RFC

Problem - Root Cause - Incident - RFC - Release - Known Error

RFC - Incident - Root Cause - Known Error - Problem - Release

Incident - Problem - Root Cause - Known Error - RFC - Release

Which of the following activities is Service Level Management responsible for? *

1 point

Design the configuration management system from a business perspective

Create technology metrics to align with customer needs

Create a customer facing service catalogue

Train service desk on how to deal with customer complaints about service

Which activity is responsible for ensuring that adding, modifying removing a Configuration Item(CI) is properly managed? *

1 point

Configuration Identification

Configuration Management

Configuration Control

Configuration management System

Functions are BEST described as? *

1 point

Without their own body of knowledge

Closed loop systems

Self-Contained units of organizations

Focusing on transformation to a goal

A virus has been detected on one of the workstations. The site where this has happened is immediately disconnected from the outside world to prevent further contamination. The action taken is referred to as: *

1 point

Detection

Prevention

Repression

Correction

The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested? *

1 point

Configuration Management

Incident Management

Problem Management

Release Management

Which of the following concepts is not part of Availability Management? *

1 point

Serviceability

Maintainability

Security

Application Sizing

Which of the following are likely to be members of the CAB? 1 Problem Manager. 2 Customer representatives. 3 Change Manager. 4 Senior IT technical managers; *

1 point

2 and 3 only

All of them

1, 2 and 4

1, 3 and 4

Which of the following statements about the Process Owner role are CORRECT? 1. Every person involved in a process is a Process Owner. 2. The Process Owner is responsible for ensuring that the process is meeting the aims of the process definition. 3. The Process Owner and Process Manager roles are always undertaken by the same person. 4. Process Ownership is always a role as well as a function in any organization. *

1 point

2 only

2 and 3 only

2, 3 and 4 only

All of the above

Which of the following would be stored in the definitive media library (DML)? . 1. Copies of purchased software . 2. Copies of internally developed software . 3. Relevant licence documentation . 4. The change schedule *

1 point

All of the above

1 and 2 only

3 and 4 only

1, 2 and 3 only

Which is NOT normally considered a Configuration Item? *

1 point

A purchase order form

A centralized data-centre

A Local Area Network

A Service Level Agreement

Which of the following concepts and activities help Demand Management in managing the demand for services? 1. Differentiated offerings. 2. Differentiated service levels. 3. Major Incident Management. 4. Analyzing and tracking the activity patterns of a business process; *

1 point

4 only

1 and 2 only

1, 2 and 4 only

All of the above

In terms of adding value to the business, which of the following describes Service Operation's contribution? *

1 point

The cost of the service is designed, predicted and validated

Measures for optimization are identified

Service value is modeled

Service value is actually seen by customers

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