ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 14

What aspects would you NOT expect to see in a Service Level report designed for the customer? *

1 point

The average utilization level of the Service Desk

The level of availability realized and the time not available per period

The percentage of incidents that was resolved within the target

The successful and reverted Changes during a specific period

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following? *

1 point

Markets and Customers

Functions and Processes

People, products and technology

Applications and Infrastructure

Contracts relating to an outsourced Data Centre would be managed by? *

1 point

Service Desk

Facilities Management

Technical Management

IT Operations Control

When do we close Known-Error records? *

1 point

If the Change has been successfully implemented

If the Release has been successfully implemented

If the CIs are no longer in use

They do not get closed

What is the main reason for establishing a baseline? *

1 point

To standardize operation

For knowing the cost of services provided

For roles and responsibility to be clear

For later comparison

Which role should ensure that process documentation is current and available? *

1 point

The service owner

The chief information officer

Knowledge management

The process owner

Which of the following is NOT the responsibility of the Service Catalogue Manager? *

1 point

Ensuring that all operational services are recorded in the Service Catalogue

Ensuring that information in the Service Catalogue is accurate

Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

Ensuring that information within the Service Pipeline is accurate

In which core publication can you find detailed descriptions of the following? 1. Service Portfolio Management. 2. Demand Management. 3. Financial Management; *

1 point

Service Operations

Service Strategy

Service Transition

Continual Service Improvement

What is a request to replace something within the IT infrastructure called? *

1 point

Replacement Request

Request for Change

Request for Release

Service Request

Identity and Rights are two major concepts involved in which one of the following processes? *

1 point

Access Management

Facilities Management

Event Management

Demand Management

Where are activities documented with the aim of improving an IT service? *

1 point

Service Catalogue

Service Improvement Program (SIP)

Service Level Agreement (SLA)

Service Quality Plan (SQP)

Which of the following is the BEST description of a relationship in Service Asset and Configuration Management? *

1 point

Describes the topography of the hardware

Describes how the Configuration Items (CIs) work together to deliver the services

Defines which software should be installed on a particular piece of hardware

Defines how version numbers should be used in a release

What is the objective of Access Management? *

1 point

To provide security staff for Data Centers and other buildings

To manage access to computer rooms and other secure locations

To manage access to the Service Desk

To manage the right to use a service or group of services

Every time when the database administrator checks the accuracy of the HR database records, there seems to be an issue with the up-to-date-ness of a number of records. After some further investigation it looks like some data is missing in a number of fields that was clearly entered into the system by data-entry. We seem to have a/an _____ issue. *

1 point

Availability

Integrity

Stability

Confidentiality

Which of the following is NOT part of the Service Design phase of the Service Lifecycle? *

1 point

Produce and maintain all necessary Service Transition packages

Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

Measuring the effectiveness and efficiency of Service Design and the supporting processes

An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the BEST description of this approach? *

1 point

The going rate that is agreed with Customers

Market rate

Cost-plus

Profitable

Which one of the following represents the BEST course of action to take when a problem workaround is found? *

1 point

The problem record is closed

The problem record remains open and details of the workaround are documented within it

The problem record remains open and details of the workaround are documented on all related incident records

The problem record is closed and details of the workaround are documented in a request for change(RFC)

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? *

1 point

Service Design

Service Transition

Service Strategy

Service Operation

A risk is measured by:. 1. the probability of a threat. 2. the vulnerability of the asset to a threat. 3. the countermeasures put in place. 4. the impact if a threat occurs; *

1 point

1 only

2 and 4 only

1, 2 and 4 only

All of the above

Which Problem Management activity ensures that a problem can be easily tracked and management information can be obtained? *

1 point

Categorization

Detection

Prioritization

Escalation

Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design. 2. Environmental design. 3. Process design. 4. Data design; *

1 point

1, 3 and 4 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

Which of the following would NOT trigger Service Level Management activity? *

1 point

Changes in strategy or policy

Standard Changes

Service review meetings

Service breaches

Which of the following activities are carried out in the "Where do we want to be?" step of the Continual Service Improvement (CSI) Model? *

1 point

Implementing service and process improvements

Reviewing measurable improvements

Creating a baseline

Defining measurable targets

What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)? *

1 point

Return On Investment (ROI), Value On Investment (VOI), quality

Strategic, tactical and operational

Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

Technology, process and service

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model? *

1 point

Facilitates clear communication and workflow practice across all parties involved in the CSI program

Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be overlapping and confusing

Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI

Provides a clear focus for matching the CSI processes to financial planning

Which of the following is not an element of Availability Management? *

1 point

Verification

Security

Reliability

Maintainability

What is the role of the Emergency Change Advisory Board (ECAB)? *

1 point

To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the Change Manager in implementing emergency changes

To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved

To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur.

Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model? *

1 point

Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually improve

Where do we want to be?; How do we get there?; How do we check we arrived; How do we keep the momentum going?

identifies the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; improve the solution

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

In the RACI authority matrix the letter "C" stands for: *

1 point

Classified

Configured

Consulted

Communication

What is the primary output of problem control? *

1 point

A Known Error Record (KER)

A Request For Change (RFC)

A Release

A Problem

Which of the following is the most appropriate approach to carrying out Service Operations? *

1 point

The internal IT view is most important as Service Operations has to monitor and manage the infrastructure

Service Operations should maintain a balance between an internal IT view and an external business view

The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services

IT Operations does not take an internal or external view as they execute processes defined by Service Design

The priority of an Incident refers to? *

1 point

The relative importance of the Incident based on impact and urgency

The speed with which the Incident needs to be resolved

The number of staff that will be assigned to work on the Incident so that it is resolved in time

The escalation path that will be followed to ensure resolution of the incident

The four stages of the Deming Cycle are? *

1 point

Plan, Measure, Monitor, Report

Plan, Check, Re-Act, Implement

Plan, Do, Act, Audit

Plan, Do, Check, Act

A configuration model can be used to help. 1. Assess the impact and cause of incidents and problems. 2. Assess the impact of proposed changes. 3. Plan and design new or changed services. 4. Plan 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

Where is a "Post Implementation Review" typically performed? *

1 point

Incident Management

Problem Management

Change Management

Release Management

Which one of the following activities is part of the service level management (SLM) process? *

1 point

Designing the configuration management system from a business perspective

Creating technology metrics to align with customer needs

Monitoring service performance against service level agreements (SLAs)

Training service desk staff how to deal with customer complaints about service

Which of these is a DIRECT benefit of having a Service Desk? *

1 point

Customer Service Level Requirements are established

Changes taking place are properly coordinated

All the information in the CMDB is kept up to date.

Technical support staff are less likely to be interrupted to deal with user's calls

Which of the following might be used to manage an Incident? 1. Incident Model. 2. Known Error Record; *

1 point

1 only

2 only

Both of the above

Neither of the above

Which of the following is ALWAYS true? *

1 point

The people responsible for getting the job done are accountable.

Only one person can be accountable for each activity task.

Roles may not be shared.

Functions describe activities.

Where would the information relating to software release components be stored? *

1 point

DSL

CMDB

AMDB

CDB

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