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ITIL® 2 Foundation Practice Quiz - 13
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Which of the following is NOT a Change type?
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1 point
Normal Change
Emergency Change
Known Change
Standard Change
Which one of the following is the CORRECT sequence of activities for handling an incident?
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1 point
identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure
prioritization, identification, logging, categorization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure
identification, logging, initial diagnosis, categorization, prioritization, escalation, resolution and recovery, investigation and diagnosis, closure
identification, initial diagnosis, investigation, logging, categorization, escalation, prioritization, resolution and recovery, closure
Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?
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1 point
Improved user satisfaction
Incident volume reduction
Elimination of lost / incorrect Incidents / service requests
Less disruption to both IT support staff and users
Which of the following statements BEST describes the role of Communication during Service Operation?
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1 point
Communication is defined as part of all processes and is executed in Service Operation
Communication is a separate process that needs to be defined and executed with Service Operation
Good communication is essential for successful Service Operation, just as it is for any other phase of the Lifecycle
Communication is more important in Service Operation than in any other stage of the Service Lifecycle
Operations Control refers to?
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1 point
The managers of the Technical and Applications Management functions
Overseeing the execution and monitoring of IT operational events and activities
The tools used to monitor and display the status of the IT Infrastructure and Applications
The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available
Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
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1 point
Capacity Management
Change Management
Configuration Management
Financial Management for IT services
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
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1 point
Service Level Management
Change Management
Incident Management
Service Asset and Configuration Management
What does the acronym ITIL stand for?
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1 point
Information Technology Infrastructure Library
Information Technology Infrastructure Lessons
Infrastructure Technology Information Library
Information Technology Individual Library
Why should monitoring and measuring be used when trying to improve services?
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1 point
To validate, direct, justify and intervene
To validate, measure, monitor and change
To validate, plan, act and improve
To validate, assign resources, purchase technology and train people
What is SOA within Availability Management?
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1 point
System Optimization Approach
Systematic Operational Adjustment
Serviceability of Applications
Service Outage Analysis
Which of the following characterizes a function? 1. It is specialized to perform a certain type of work. 2. It is self-contained with capabilities and resources for its performance. 3. It is responsible for specific outcomes. 4. It can be repeated and becomes manageable.
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1 point
1 only
1 and 3 only
1, 2 and 3 only
All of the above
Which of the following statements is true?
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1 point
An urgent release is always a delta release
A full release may contain package and delta releases
package release may contain full and delta releases
A full release may contain several delta releases
An organization has just received 40 new desktops they had ordered 3 weeks earlier. What process will be responsible to update the information related to these new hardware items?
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1 point
Change Management
Configuration Management
Problem Management
Release Management
Which of the following are correct about a “Change Record”? 1. Each change record documents the lifecycle of a single change. 2. A change record is created for every request for change that is received, even those that are subsequently rejected. 3. Change records should reference the configuration items that are affected by the change. 4. Change records may be stored in CMS or else where in the SKMS
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1 point
1 and 3 only
1 and 2 only
2 and 3 only
All of the above
A Baseline of a Configuration that has been formally agreed is managed through which process?
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1 point
Process Management
Capacity Management
Change Management
Component Management
A Service Desk analyst has just received a call from a very upset User. There seems to be an issue with one of the applications (PowerPoint was mentioned) and the User wants the issue resolved within the next 10 minutes, since he has to give a presentation to management. What information do you have with regards to the priority of this Incident?
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1 point
The impact is low
The impact is high
The urgency is low
The urgency is high
Which of the following is the CORRECT definition of a Release Unit?
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1 point
A measurement of cost
A function described within Service Transition
The team of people responsible for implementing a release
The portion of a service or IT infrastructure that is normally released together
Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment. 2. Testing of resilience mechanisms;
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1 point
None of the above
Both of the above
1 only
2 only
What is a RACI model used for?
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1 point
Defining roles and responsibilities
Monitoring services
Performance analysis
Recording Configuration Items
Which activity is responsible for collecting information about Configuration Items and their relationships and loading this information in to the CMDB?
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1 point
Configuration Identification
Configuration Management
Configuration Control
Configuration management System
Service Transition adds value to the business by improving:
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1 point
the management of the technology that is used to deliver and support services
the success rate of changes and releases for the business
the design of the IT processes
the organizational competency for Continual Service Improvement
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action. 2. Communication should not take place without a clear audience;
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1 point
1 only
2 only
Both of the above
None of the above
Which of the following is NOT described as a function but as a process in Service Operation?
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1 point
Event Management
Applications Management
IT operations Management
Technical Management
The BEST description of the purpose of Service Operation is?
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1 point
To decide how IT will engage with suppliers during the Service Management Lifecycle
To proactively prevent all outages to IT Services
To deliver and support IT Services at agreed levels to business users and customers
To design and build processes that will meet business needs
Which of the following is the CORRECT definition of Service Management?
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1 point
Service Management is a set of specialized organizational resources for providing value to customers in the form of services.
Service Management is a set of specialized organizational resources for providing value to customers in the form of goods and products.
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
Service Management is a set of specialized organizational capabilities for providing value to the Service Provider in the form of goods and products.
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress. 2. Effectiveness. 3. Efficiency. 4. ?
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1 point
Cost
Conformance
Compliance
Capacity
Which of the following concepts is not part of Availability Management?
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1 point
Modeling
Security
Redundancy
Resilience
Which process lists "Understanding patterns of business activity" as a major role?
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1 point
Demand Management
Supplier Management
Service Desk
Request Fulfillment
A document that lists all authorized changes and their planned implementation dates, as well as the estimated dates of longer-term changes is called ……?
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1 point
Change Window
Change Schedule
Change History
Change Model
Which of the following are responsibilities of a Service Level Manager? 1. Agreeing targets in Service Level Agreements. 2. Designing the service so it can meet the targets. 3. Ensuring all needed contracts and agreements are in place;
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1 point
1 and 3 only
All of the above
2 and 3 only
1 and 2 only
Consider the following statements:. 1. A Process should be traceable to a specific trigger. 2. A characteristic of the "Process" is that it is performance driven and able to be measured. Which of the above statements are CORRECT?
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1 point
1 only
All of the above
None of the above
2 only
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
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1 point
The ECAB considers every high priority Request for Change
Amongst the duties of the ECAB is the review of completed emergency changes
The ECAB will be used for emergency changes where there may not be time to call a full CAB
The ECAB will be chaired by the IT Director
The ITIL V3 core is BEST described as?
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1 point
An Operations Lifecycle
An IT Management Lifecycle
A Service Lifecycle
An Infrastructure Lifecycle
Which of the following statements is CORRECT for all processes?
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1 point
They define activities, roles, responsibilities, functions and metrics
They create value for stakeholders
They are carried out by a Service Provider in support of a Customer
They are units of organizations responsible for specific outcomes
Organization Y-Box is a manufacturer of game-consoles, and has set out a strategy to gain market share from its rival Pony. It has completed an extensive vision-setting exercise, and has just received the results back from its process maturity assessment. Currently Y-Box knows where it wants to be, and it knows where it currently stands. What needs to happen next?
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1 point
Y-Box needs to monitor process results for another 12 months
Y-Box needs to define implementation projects and resource them
Y-Box needs to create a Continuous Service Improvement Plan (CSIP)
Y-Box needs to create a Continuous Cultural Change Plan (CCCP)
Which role or function is responsible for monitoring activities and events in the IT Infrastructure?
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1 point
Service Level Management
IT Operations Management
Capacity Management
Incident Management
Which of the following validation activities BEST corresponds to the definition of customer and business requirements (level 1) in the Service V-model?
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1 point
Validate Service Package, offerings and contracts
Service operational readiness test
Service Release Package test
Component and assembly test
Which of the following are characteristics of a process. 1. Measurable. 2. Responds to a specific Event. 3. Has customers. 4. Leads to specific results;
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1 point
1 only
1 and 3 only
1, 2 and 3 only
All of the above
The decision has been made to investigate the costs of users logging on to the HR system, so that charging will be made possible. We're talking _____ here.
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1 point
Account Management
Activity Based Costing
Cost plus
Charging
A number of Incidents have been successfully analyzed and the item causing the Incidents was identified. However a work-around or solution has not been established as yet. What do we have here according to ITIL?
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1 point
Multiple Incidents
A Problem
A Known-Error
An RFC
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