ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 8

Which of the following are key ITIL characteristics that contribute to its success? . 1. It is vendor-neutral . 2. It is non-prescriptive . 3. It is best practice . 4. It is a standard *

1 point

3 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

Which of the following roles may be involved in the Continual Service Improvement process? 1. The Continual Service Improvement Manager. 2. The customer. 3. The Service Manager. 4. The Process Owners; *

1 point

1 only

1 and 3 only

1, 3 and 4 only

All of the above

Which of the following statements about the service desk is/are CORRECT? . 1. The service desk is a function that provides a means of communication between IT and its users for all operational issues . 2. The service desk should be the owner of the problem management process *

1 point

2 only

1 only

Both of the above

Neither of the above

Which of the following areas would not be supported by a Service Design tool? *

1 point

Software design

Process design

Environment design

Strategy design

Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk? *

1 point

The number of Problems raised

The number of Known Errors identified

The number of Problems correctly categorized

The number of RFCs raised

The MAIN purpose of the Service Portfolio is to describe services in terms of? *

1 point

Business Value

Functionality

IT Assets

Service Level Requirements

Which Function would provide staff to monitor events in an Operations Bridge? *

1 point

Applications Management

Service Desk

Technical Management

IT Operations Management

What are the reasons to monitor and measure? 1. To validate - monitoring and measuring to validate previous decisions. 2. To direct - monitoring and measuring to set direction for activities in order to meet set targets. 3. To justify - monitoring and measuring to justify, with factual evidence of proof, that a course of action is required. 4. To intervene - monitoring and measuring to identify a point of intervention, including subsequent changes and corrective actions. *

1 point

1 only

1 and 2 only

1, 2 and 4 only

All of the above

1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation. 2. All of the phase of the lifecycle are concerned with the value of IT services. Which of the statements is CORRECT? *

1 point

1 only

Both of the above

Neither of the above

2 only

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? *

1 point

Perform

Implement

Measure

To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity? *

1 point

Service Level Manager

Capacity Manager

Change Manager

Financial Manager

Which of the following questions is NOT answered by Capacity Plan? *

1 point

Capacity Forecasts

Recommendations

Components and resource forecasts

Countermeasures for risks

Which of the following is NOT an aim of the Change Management process? *

1 point

Overall business risk is optimized

Standardized methods and procedures are used for efficient and prompt handling of all Changes

All budgets and expenditures are accounted for

All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? *

1 point

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

Service Strategy, Service Transition and Service Operation

Service Operation and Continual Service Improvement

Continual Service Improvement

Which of the following statements about processes is CORRECT? 1. A process is always organized around a set of objectives. 2. A process should be documented; *

1 point

1 only

2 only

Both of the above

Neither of the above

The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is: *

1 point

Root Cause Analysis

Business Impact Analysis

Service Outage Analysis

Component Failure Impact Analysis

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what? *

1 point

Service level requests

Changes and Releases

Password resets

Incidents and Problems

Which of the following statements are CORRECT about Service Asset and Configuration Management? 1. Configuration Management delivers a logical model of the services, assets and the infrastructure. 2. Information about each Configuration items is recorded in a configuration record in the Configuration Management System. 3. The Service Knowledge Management System includes the Configuration Management System and databases as well as other tools and databases. 4. Status Accounting and Reporting is an activity in the Service Asset and Configuration Management Process. *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

Which is NOT an ITIL recognized Service Desk type? *

1 point

Centralized Service Desk

Functional Service Desk

Local Service Desk

Virtual Service Desk

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT? *

1 point

The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development

The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development

The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment

Service Catalogue and Service Portfolio are different names for the same thing

The DSL is a *

1 point

Secure logical software library

Secure physical software library

Secure logical services library

Secure physical services library

Which of the following is NOT a sourcing approach? *

1 point

Insourcing

Co-sourcing

Rightsourcing

Application Service Provision

Reliability is a measure of: *

1 point

The availability of a service or component

The level of risk that could impact a service or process

How long a service or component can perform its function without failing

A measure of how quickly a service or component can be restored to normal working

You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition? *

1 point

Reduced Total Cost of Ownership

Improved quality of service

Improved Service alignment with business goals

Better balance of technical skills to support live services

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset? *

1 point

Services and Infrastructure

Applications and Infrastructure

Resources and Capabilities

Utility and Warranty

Which of the following would NOT be stored in the Definitive Media Library (DML)? *

1 point

Master copies of software

Backups of application data

Software licenses

Master copies of controlled documentation

Security Management has a close relationship with: *

1 point

Availability Management

Service Support processes

Service Delivery processes

Service Management processes

Information is regularly exchanged between Problem Management and Change Management. What information is this? *

1 point

Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)

RFCs resulting from Known Errors

RFCs from the users that Problem Management passes on to Change Management

RFCs from the Service Desk that Problem Management passes on to Change Management

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? *

1 point

A Service Change

A Change Model

A Pre-approved Change

A Change Advisory Board

Which of the following questions helps identifying what a customer values? 1. Who is our customer? 2. Who depends on our services? 3. How does the customer use our services? 4. What do we provide? *

1 point

1 only

1 and 3 only

1, 2 and 3 only

All of the above

One or more attributes of an asset that make it particularly useful for a given purpose is known as? *

1 point

Asset Marking

Asset Specificity

Asset Attributes

Asset Configuration

What types of changes are NOT usually included within the scope of change management? *

1 point

Changes to a mainframe computer

Changes to business strategy

Changes to a service level agreement (SLA)

The retirement of a service

Which of the following is NOT an objective of Service Operation? *

1 point

Through testing, to ensure that services are designed to meet business needs

To deliver and support IT services

To manage the technology used to deliver services

To monitor the performance of technology and processes

Which of the following would be defined as part of every process? 1. Roles. 2. Activities. 3. Functions. 4. Responsibilities; *

1 point

1 and 3 only

All of the above

2 and 4 only

1, 2 and 4 only

Which of the following does service transition provide guidance on? . 1. Introducing new services . 2. Decommissioning services . 3. Transfer of services between service providers *

1 point

1 and 2 only

2 only

All of the above

1 and 3 only

Which processes review Underpinning Contracts on a regular basis? *

1 point

Supplier Management and Service Level Management

Supplier Management and Demand Management

Demand Management and Service Level Management

Supplier Management, Demand Management and Service Level Management

Which of the following statements are CORRECT regarding the RACI authority matrix? 1. The "R" in RACI stands for "Responsible". 2. The RACI chart shows the activities down the left-hand side and the functional roles across the top. 3. More than one person can be accountable for each task. 4. The "I" in RACI stands for "Initiator". *

1 point

1 only

1 and 2 only

1, 2 and 3 only

All of the above

Which of the following is NOT a sub-process of the Capacity Management process? *

1 point

Component Capacity Management

Configuration Capacity Management

Business Capacity Management

Service Capacity Management

The difference between service metrics and technology metrics is BEST described as? *

1 point

Service metrics measure the end to end service; Technology metrics measure individual components

Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Which of the following is NOT an activity that IT Operations Management is responsible for? *

1 point

Console management

Management of facilities

Output management

Maintenance of a stable technical infrastructure

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