ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 11

Which of the following are valid elements of a service design package (SDP)? . 1. Agreed and documented business requirements . 2. A plan for transition of the service . 3. Requirements for new or changed processes . 4. Metrics to measure the service *

1 point

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Order the following Continual Service Improvement (CSI) implementation steps into the correct sequence in alignment with the Plan, Do, Check, Act (PDCA) model. 1. Allocate roles and responsibilities to work on CSI initiatives. 2. Measure and review that the CSI plan is executed and its objectives are being achieved. 3. Identify the scope, objectives and requirements for CSI. 4. Decision on implementation of further enhancements; *

1 point

3-1-2-4

3-4-2-1

1-3-2-4

2-3-4-1

The Service Desk can act as the focal point for:. 1 Receiving Incidents & Service Requests from users. 2 Recording Change Requests from users. 3 Handling complaints and queries; *

1 point

1 Only

2 Only

1 and 3

1, 2 and 3

Which of the following is NOT the responsibility of a Service Desk? *

1 point

Providing first-line investigation and diagnosis.

Closing all resolved Incidents.

Resolving those Incidents it is able to resolve.

Closing all resolved Know Errors.

What guidance does ITIL give on the frequency of production of service reporting? *

1 point

Service reporting intervals must be defined and agreed with the customers

Reporting intervals should be set by the Service Provider

Reports should be produced weekly

Service reporting intervals must be the same for all services

The scope of a Release can BEST be defined by: *

1 point

The RFCs that it satisfies

The number of updates to the OHS

Service Level metrics

The DSL configuration

Which of the following is NOT an example of Self-Help capabilities? *

1 point

Requirement to always call the service desk for service requests

Menu-driven range of self help and service requests

Web front-end

A direct interface into the back end process handling software

Assume that IT Operations is separated from Technical and Application Management. Which of the following roles does Technical and Application Management normally NOT play in the Event Management process? *

1 point

Participating in the instrumentation of the service.

Testing the services to ensure that Events are properly generated.

Ensuring that any auto response are defined.

Monitoring Events.

Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle? *

1 point

Develop Procedures and Initial Testing

Education and Awareness

Review, Audit and Assurance

Ongoing Training and Testing

Which of the following should be considered when automating Service Management? 1. Simplify the service processes before automating them. 2. Clarify the flow of activities, allocation of tasks, need for information and interactions. 3. In self service situations, reduce the surface area of the contact users have with the underlying systems and processes. 4. Do not be in a hurry to automate tasks and interactions that are neither simple nor routine. *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

Which of the following is NOT described as a function but as a process in the ITIL Service Management Practices framework? *

1 point

Technical Management

Service Portfolio Management

Service Desk

Applications Management

A Service Level Package is BEST described as? *

1 point

A definite level of utility and warranty associated with a core service package

A description of customer requirements used to negotiate a Service Level Agreement

A description of the value that the customer wants and for which they are willing to pay

A document showing the Service Levels achieved during an agreed reporting period

Which one of the following is NOT a major CI type? *

1 point

Documentation

Software

Purchase order

Accommodation

Which of the following statements is CORRECT? *

1 point

A process responds to specific Events.

A process is performance driven.

A process is measureable.

All of the above are true.

The present commitment of funds in order to receive a return in the future in the form of additional cash inflows or reduced cash outflows is known as? *

1 point

Capital Budgeting

Capital Cost

Capital Expenditure

Capital Returns

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies? *

1 point

The ITIL Complementary Guidance

The Service Support book

Pocket Guides

The Service Strategy book

The positive effect that customers perceive a service can have on their business outcomes is referred to as what? *

1 point

The utility of a service

The warranty of a service

The economic value of a service

Return on investment

Which of the following processes are performed by the Service Desk? 1. Capacity Management. 2. Request Fulfillment. 3. Demand Management. 4. Incident Management; *

1 point

All of the above

2, 3 and 4 only

2 and 4 only

2 only

Which of the following do Service Metrics measure? *

1 point

Processes and functions

Maturity and cost

The end to end service

Infrastructure availability

Which of the following statements about processes is INCORRECT? *

1 point

The objective of any IT process should be expressed in terms of business benefits and goals

A process may define policies, standards and guidelines

The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

The output from a process has to conform to operational norms derived from business objectives

ITIL is BEST characterized as: *

1 point

An international standard

Good practice

A qualification scheme

Academic research

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to: *

1 point

Only manage Incidents effectively through 1st and 2nd line

Only manage Incidents effectively through the 1st line

Only manage Incidents effectively at the 3rd line

Manage Incidents effectively through 1st, 2nd and 3rd line

What is the CORRECT order of the first four activities in the 7 Step Improvement Process? *

1 point

Define what you should measure, define what you can measure, gather data and process data

Gather data, process data, analyze data and present data

What is the vision, where are we now, what do we want to be, how do we get there?

Gather data, process data, define what you should measure and define what you can measure

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? *

1 point

Continual Service Improvement

Service Transition

Service Design

Service Operation

Within a CMDB, which relationships are most likely to exist between Incidents and Problems? 1 One Incident to one Problem. 2 One Incident to many Problems. 3 Many Incidents to one Problem; *

1 point

1 and 2 only

2 and 3 only

1 and 3 only

All of them

A customer-based Service Level Agreement structure includes: *

1 point

An SLA covering all Customer groups and all the services they use

SLAs for each service that are Customer-focused and written in business language

An SLA for each service type, covering all those Customer groups that use that Service

An SLA with each individual Customer group, covering all of the services they use

Which of the following will benefit from the use of a configuration model? 1. Assessing the impact and cause of incidents and problems. 2. Assessing the impact of proposed changes. 3. Planning and design of new or changed services. 4. Planning technology refresh and software upgrades; *

1 point

1, 2, and 3 only

All of the above

1, 2 and 4 only

3 and 4 only

To answer the question: "Where do we want to be?" In the Continual Service Improvement model, we need to know:. 1. The vision of the organization. 2. The mission of the business. 3. The current baseline. 4. The metrics; *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

A single Release unit, or a structured set of Release units can be defined within: *

1 point

The RACI Model

A Release Package

A Request Model

The Plan, Do, Check, Act (PDCA) cycle

Which of the following should be considered when designing measurement systems, methods and metrics?: . 1. The services. 2. The architectures. 3. The configuration items. 4. The processes; *

1 point

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Who should be granted access to the information security policy? *

1 point

Senior business managers and IT staff

Senior business managers, IT executives and the information security manager

All customers, users and IT staff

Information security management staff only

Which of the following statements are CORRECT about Functions? 1. They provide structure and stability to organizations. 2. They are self-contained units with their own capabilities and resources. 3. They rely on processes for cross-functional coordination and control. 4. They are costlier to implement compared to processes; *

1 point

1, 2 and 3 only

1, 2 and 4 only

All of the above

None of the above

Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans. 2. To ensure that skills and knowledge are transferred to operations and support staff. 3. To ensure there is minimal unpredicted impact on production services. 4. To provide cost justifiable IT capacity that is matched to the needs of the business; *

1 point

1, 2 and 3 only

All of the above

1 and 3 only

1, 3 and 4 only

Which of these recommendations is good practice for Service Level Management? 1. Include legal terminology in Service Level Agreements (SLAs). 2. It is NOT necessary to be able to measure all the targets in an SLA; *

1 point

1 only

2 only

Both of the above

Neither of the above

Which of the following BEST describes a 'Major Incident'? *

1 point

An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

An Incident which requires a large number of people to resolve

An Incident which has a high impact on the business

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

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle? *

1 point

Service Operation

Service Strategy

Service Transition

Continual Service Improvement

Which of the following statements is CORRECT about patterns of demand generated by the customer's business? *

1 point

They are driven by patterns of business activity

It is impossible to predict how they behave

It is impossible to influence demand patterns

They are driven by the delivery schedule generated by capacity management

Defining the processes needed to operate a new service is part of: *

1 point

Service Design: Design the processes

Service Strategy: Develop the offerings

Service Transition: Plan and prepare for deployment

Service Operation: IT Operations Management

If an organization is able to become more proactive in its ITSM processes, what is likely to happen to support costs? *

1 point

They are likely to increase gradually

They are likely to increase dramatically

They are likely to gradually reduce

They are likely to reduce initially and then gradually return to current level

Which of the following metrics types is NOT a typical type of metrics? *

1 point

Technology metrics

Service metrics

Baseline metrics

Process metrics

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