ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 7

With which process is Problem Management likely to share categorization and impact coding systems? *

1 point

Incident Management

Service Asset and Configuration Management

Capacity Management

IT Service Continuity

The BEST definition of an event is? *

1 point

An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted

An occurrence that is significant for the management of the IT infrastructure or delivery of services

A known system defect that generates multiple incident reports

A planned meeting of customers and IT staff to announce a new service or improvement program

Major Incidents require? *

1 point

Less documentation

Longer timescales

Less urgency

Separate procedures

Which of the following combinations covers all the roles in Service Asset and Configuration Management? *

1 point

Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

The value of a service is determined by:. 1. Preferences. 2. Practice. 3. Perceptions. 4. Business outcome; *

1 point

1 only

1 and 3 only

1, 3 and 4 only

All of the above

Which of the following is an objective for Problem Management. *

1 point

To define, document, agree, monitor, measure, report and review the level of IT service provided.

To minimize the impact of Incidents that cannot be prevented.

To restore normal Service Operation as quickly as possible and minimize the adverse impact on business operations.

To act as a basis for automating routine Operations Management activities.

Which of the following is the CORRECT description of the Four P's of Service Design? *

1 point

A four step process for the design of effective Service Management

A definition of the people and products required for successful design

A set of questions that should be asked when reviewing design specifications

The four major areas that need to be considered in the design of effective Service Management

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be? *

1 point

Negotiating and agreeing Service Level Agreement

Negotiating and agreeing Operational Level Agreements

Ensuring that the information within the Service Catalogue is adequately protected and backed-up.

Only ensure that adequate technical resources are available.

Consider the following:. 1 Incident diagnostic scripts. 2 A knowledge base of previously recorded incidents. 3 A Configuration Management Database covering the infrastructure supported. 4 A Forward Schedule of Change. Which of the above should be available to the Service Desk? *

1 point

All four

1 and 2

3 and 4

1, 2 and 3

Which of the following would commonly be in a contract underpinning an IT service? 1. Marketing information. 2. Contract description and scope. 3. Responsibilities and dependencies; *

1 point

1 and 2 only

1 and 3 only

2 and 3 only

None of the above

Removing or restricting rights to use an IT Service is the responsibility of which process? *

1 point

Access Management

Incident Management

Request Fulfillment

Change Management

Which of the following statements are true about Configuration Management System? 1. Contains a set of tools and databases that are used to manage Configuration data. 2. Includes information about suppliers, business units customers and users. 3. Is maintained by Configuration Management. 4. Is used by all IT Service Management processes *

1 point

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

The BEST way to define the services in the Service Portfolio is to base the definitions on: *

1 point

The resources needed to deliver the service.

The business outcome of the service.

The capabilities needed to deliver the service.

The composition of the service.

Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. Configuration Items (CIs) may be grouped and managed together. 2. Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control; *

1 point

1 only

2 only

Both of the above

Neither of the above

One of the primary trading systems has just lost one of its hard disks. Fortunately a spare-disk kicked in automatically. What would you call this system in ITIL with regards to Incidents? *

1 point

Available

Reliable

Resilient

Consistent

Match the following activities with the Deming Cycle stages. 1. Monitor, Measure and Review. 2. Continual Improvement. 3. Implement Initiatives. 4. Plan for Improvement *

1 point

1 Plan, 2 Do, 3 Check, 4 Act

3 Plan, 2 Do, 4 Check, 1 Act

4 Plan, 3 Do, 1 Check, 2 Act

2 Plan, 3 Do, 4 Check, 1 Act

What document will list the Services currently provided to the Customers? *

1 point

Service Level Agreement

Service Level Requirements

Services Catalogue

Services Contract

Consider the following statements:. 1. CSI provides guidance on how to improve process efficiency and effectiveness. 2. CSI provides guidance on how to improve services. 3. CSI provides guidance on the improvement of all phases of the service lifecycle. 4. CSI provides guidance on the measurement of processes and services. Which of the above statements is CORRECT? *

1 point

1 and 2 only

2 only

1, 2 and 3 only

All of the above

An organization is entering into Disaster Recovery Mode. Restoring the critical services at the external disaster recovery site took 52 hours. We're talking _____ here. *

1 point

Cold Start

Warm Start

Hot Start

Immediate Start

Which is the BEST definition of a Configuration Item (CI)? *

1 point

An item of hardware or software registered in the asset database

A collection of information used to describe a hardware or software item

An asset, service component or other item that is, or will be, under the control of Configuration Management

Information recorded by the Service Desk when an Incident is reported

The extent of CI information held in the CMDB should: *

1 point

Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money

Be as high level as possible

Match the organization's requirement for information to be held

Vary according to cost

How does an organization use Resources and Capabilities in creating value? *

1 point

They are used to create value in the form of output for production management

They are used to create value in the form of goods and services

They are used to create value to the IT organization for Service Support

They are used to create value to the IT organization for Service Delivery

Which statement is false? *

1 point

Many Incidents can be linked to one Problem

One Incident can be linked to one Problem

Many Problems can be linked to one Incident

One Problem can be linked to many Incidents

Please select the correct order of activities for Service Level Management. *

1 point

Identifying Service Level Requirements, Drafting SLA, Creating a Services Catalogue, Negotiating contents of the SLA, Aligning OLAs, Aligning UCs, Signing of, Implementation, Monitoring, Review

Creating a Services Catalogue, Drafting SLA, Negotiating contents of the SLA, Identifying Service Level Requirements, Aligning OLAs, Aligning UCs, Signing of, Implementation, Monitoring, Review

Monitoring, Review, Identifying Service Level Requirements, Drafting SLA, Negotiating contents of the SLA, Aligning OLAs, Aligning UCs, Signing of, Implementation, Creating a Services Catalogue

Creating a Services Catalogue, Identifying Service Level Requirements, Drafting SLA, Negotiating contents of the SLA, Aligning OLAs, Aligning UCs, Signing of, Implementation, Monitoring, Review

What does a service always deliver to customers? *

1 point

Applications

Infrastructure

Value

Resources

An Incident occurs when:. 1. A user is unable to access a service during service hours. 2. An authorized IT staff member is unable to access a service during service hours. 3. A redundant network segment fails, and the user is not aware of any disruption to service. 4. A user contacts the Service Desk about slow performance of an application. Which of the above statements is CORRECT? *

1 point

All of the above

1 and 4 only

2 and 3 only

None of the above

Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? *

1 point

Service Strategy

Continual Service Improvement

Service Operation

Service Design

Service Acceptance criteria are used to? *

1 point

Ensure the design stage of the Lifecycle

Ensure Portfolio Management is in place

Ensure delivery and support of a service

Ensure service Key Performance Indicators (KPIs) are reported

Incident Management has a value to the business by? *

1 point

Helping to control infrastructure cost of adding new technology

Enabling users to resolve Problems

Helping to align people and process for the delivery of service

Contributing to the reduction of impact

Which of the following are the two primary elements that create value for customers? *

1 point

Value on Investment (VOI), Return on Investment (ROI)

Customer and User satisfaction

Understanding Service Requirements and Warranty

Utility and Warranty

What is most likely to cause a loss of faith in the Service Level Management process? *

1 point

Measurements that match the customer's perception of the service

Clear, concise, unambiguous wording in the Service Level Agreements (SLAs)

Inclusion of items in the SLA that cannot be effectively measured

Involving customers in drafting Service Level Requirements

The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? *

1 point

Continual Service Improvement

Service Strategy

Service Design

Service Transition

Which of the following statements BEST describes the objective of Service Operation? *

1 point

To design services to satisfy business objectives.

To ensure that the service can be used in accordance with the requirements and constraints specified within the service requirements.

To achieve effectiveness and efficiency in the delivery and support of services.

To transform Service Management into a strategic asset.

Which of these activities would commonly be performed by a Service Desk? 1. Logging details of incidents and service . 2. Providing first-line investigation and diagnosis. 3. Restoring service. 4. Diagnosing the root cause of problems; *

1 point

All of the above

1, 2 and 3 only

2 and 4 only

3 and 4 only

Which of the following statements is CORRECT? *

1 point

The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

The Service Knowledge Management System (SKMS) is part of the CMS

The KEDB and the CMS form part of the larger SKMS

The CMS is part of the Configuration Management Data Base (CMDB)

Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts. 2. Communication related to changes. 3. Performance reporting. 4. Routine operational communication *

1 point

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Which of these is NOT a recognized Service Desk structure? *

1 point

Remedial Service Desk

Virtual Service Desk

Local Service Desk

Central Service Desk

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 of the following are characteristics of every process? . 1. It is measurable . 2. It delivers a specific result . 3. It delivers its primary results to a customer or stakeholder *

1 point

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

The term 'Service Management' is best used to describe? *

1 point

Units of organizations with roles to perform certain activities

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

The management of functions within an organization to perform certain activities

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

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