ITIL® 2 Foundation Practice Quiz

JavaScript isn't enabled in your browser, so this file can't be opened. Enable and reload.

ITIL® 2 Foundation Practice Quiz - 5

Which of the following statements BEST describes the role of the Service Desk as the single point of contact? *

1 point

All requests, such as incidents, Service Requests and Service Level Requirements form users and customers must pass through the Service Desk.

To provide a single point of contact to the users, an organization can only have one centralized Service Desk.

As a user I have one single point of contact for all incidents and Service Requests but other users in the organization may have other point of contact.

The Service Desk is on offer for the users in an organization. But they are of course allowed to contact anybody within the IT organization with their incidents and Service Requests.

What activity will be responsible to provide the future resource requirements for applications (e.g. hard disk space, memory, OS, etc.)? *

1 point

Application Sizing

Modeling

Demand Management

Risk Assessment

The MAIN objective of Service Level Management is: *

1 point

To carry out the Service Operations activities needed to support current IT services

To ensure that sufficient capacity is provided to deliver the agreed performance of services

To create and populate a Service Catalogue

To ensure that an agreed level of IT service is provided for all current IT services

Every time when Susan (the database administrator) checks the HR database, some records seem to be missing. After some further investigation it looks like someone has been accessing the data without proper authorization. We seem to have a/an _____ issue. *

1 point

Availability

Integrity

Stability

Confidentiality

Which of the following would a Major Problem Review examine? 1. Things that were done correctly. 2. Those things that were done incorrectly. 3. How to prevent recurrence. 4. What could be done better in the future; *

1 point

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Which of the following activities is NOT a part of the Deming Cycle? *

1 point

Act

Plan

Coordinate

Which of the following BEST describes Fault Tolerance? *

1 point

The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a Component part.

The ability of a third-party supplier to meet the terms of their contract. Often this contract will include agreed levels of availability, reliability and/or maintainability for a supporting service or component.

A measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure.

A measure of how long a service, component or CI can perform its agreed function without interruption

Which statement BEST represents the guidance on incident logging? *

1 point

Incidents must only be logged if a resolution is not immediately available

Only incidents reported to the Service Desk can be logged

All incidents must be fully logged

The Service Desk decide which incidents to log

Which of the following are true about Definitive Media Library(DML)? 1. DML is a single logical storage area even if there are multiple locations. 2. All software in DML is under the control of Change & Release Management. 3. Only software from DML is acceptable for use in a Release. 4. DML may contain licenses and documentations *

1 point

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

The CMDB is a logical database that contains the information relating to CIs. The DSL is another database used within ITIL. How do we link these two databases together? *

1 point

Using pointers and attributes

Using pointers and location

Using the status field

Using the status field and attributes

The BEST description of the guidance provided by Service Design is? *

1 point

The design and development of new services

The design and development of service improvements

The design and development of services and service management processes

The day-to-day operation and support of services

Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? *

1 point

Insourcing relies on internal resources; outsourcing relies on external organization's resources

Insourcing relies on external organization's) resources; outsourcing relies on internal resources

Insourcing relies on co-sourcing; outsourcing relies on partnerships

Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning

Which of the following are goals of Service Operation? 1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business. 2. The successful release of services into the live environment *

1 point

1 only

2 only

Both of the above

Neither of the above

Which one of the following is NOT a stage of the service lifecycle? *

1 point

Service optimization

Service transition

Service design

Service strategy

The 7 Step Improvement Process can most accurately be described as? *

1 point

The Seven P's of Continual Service Improvement (CSI)

A service improvement methodology based on the Deming Cycle

A set of roles and responsibilities for managing service improvements

A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action

Which of the following statements about processes is INCORRECT? *

1 point

They are units of organizations designed to perform certain types of work

We must be able to measure them in a relevant manner

They deliver specific results

They respond to specific events

What type of Changes will the CAB/ECAB normally assess? *

1 point

Standard Changes

Minor Changes

Major Changes

Emergency Changes

Which of the following can help determine the level of impact of a problem? *

1 point

Definitive Media Library (DML)

Configuration Management System (CMS)

Statement of Requirements (SOR)

Standard Operating Procedures (SOP)

One of the issues with ITSCM is: *

1 point

It increases the threats to an organization

It is vulnerable to oversubscription to DR sites

It reduces the risks to an organization

It is cheap to implement and maintain

Which of the following activities is NOT an activity in the Financial Management process? *

1 point

Service devaluation

Service Portfolio Management

Service Investment Analysis

Compliance

Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)? *

1 point

2 only

1 only

All of the above

3 only

A Service Catalogue should contain which of the following? *

1 point

The version information of all software

The organizational structure of the company

Asset information

Details of all operational services

An organization is a large provider of energy to businesses and households. They have become increasingly dependent on their IT Infrastructure. In the case of a disaster (other then a meltdown) systems will need to be online again within 30 minutes. What terminology does ITIL use that fits this description BEST? *

1 point

Cold Start

Warm Start

Hot Start

Mobile Start

Which of the following BEST means Combination of Internal & External Sourcing? *

1 point

Internal Sourcing

External Sourcing

Co-Sourcing

Managed Services

Which process would you MOST expect to be involved in the management of Underpinning Contracts? *

1 point

Change Management

Service Catalogue Management

Supplier Management

Release and Deployment Management

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role? *

1 point

The Service Level Manager

The Configuration Manager

The Change Manager

The Information Security Manager

Which of the following sentences BEST describes a Standard Change? *

1 point

A change to the service provider's established policies and guidelines

A pre-authorized change that has an accepted and established procedure

A change that is made as the result of an audit

A change that correctly follows the required change process

An organization is a large provider of energy to businesses and households. They have become increasingly dependent on their IT Infrastructure. In the case of a disaster (other then a meltdown) systems will need to be online again within 24 hours. What processes have definitely been involved in assessing the risks? *

1 point

Change Management and Configuration Management

Financial Management and Change Management

Availability Management and IT Service Continuity Management

Availability Management and Capacity Management

What type of Changes will the CAB normally assess? *

1 point

Standard Changes

Significant Changes

Major Changes

Emergency Changes

A Service owner is responsible for which of the following? *

1 point

Recommending improvements

Designing and documenting a Service

Carrying out the Service Operations activities needed to support a Service

Producing a balanced scorecard showing the overall status of all Services

Facilities Management refers to: *

1 point

The management of IT services that are viewed as utilities, such as printers or network access.

Advice and guidance to IT operations regarding methodology and tools for managing IT services.

The management of the physical IT environment such as a data center.

The procurement and maintenance of tools used by IT operations staff to maintain infrastructure.

How is the Service Catalogue used to add value to the service provider organization? *

1 point

Providing a central source of information on the IT services delivered

Showing the business impact of a change

Displaying the relationships between configuration items

To predict the root cause of issues in the IT infrastructure

All Service Delivery processes have "plans" as one of their key outputs. These plans typically provide the current status of the ICT Infrastructure, but also predict the future status of the ICT Infrastructure. What timescale do these plans typically use to look and predict into the future. *

1 point

3 months

6 months

1 year

2 years

The information that is passed to Service Transition to enable them to implement a new service is called: *

1 point

A Service Level Package

A Service Transition Package

A Service Design Package

A New Service Package

Which is the BEST description of a Service Catalogue? *

1 point

A document defining all aspects of an IT Service and its requirements through each stage of its lifecycle.

The complete set of services that are managed by a Service Provider.

A database or structured document with information about all live IT services, including those available for deployment.

An agreement between and IT Service Provider and the IT customer's.

Which of the following statements is NOT an objective of Service Design? *

1 point

To design services to satisfy business objectives.

To identify and manage risks.

To plan and manage the resources to successfully establish a new or changed service into production with the predicted cost, quality and time estimates.

To design efficient and effective processes for the design, transition, operation and improvement of high-quality IT services.

Which of the following should NOT be a concern of Risk Management? *

1 point

To ensure that the organization can continue to operate in the event of a major disruption or disaster

To ensure that the workplace is a safe environment for its employees and customers

To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

To ensure only the change requests with mitigated risks are approved for implementation

The "multi-level SLA" is a three layer structure. Which of the following layers is NOT part of this type of SLA? *

1 point

Customer Level

Service Level

Corporate Level

Configuration Level

Which of the following is the BEST description of a Business Case? *

1 point

A decision support and planning tool that projects the likely consequences of a business action

A portable device designed for the secure storage and transportation of important documents

A complaint by the business about a missed service level

The terms and conditions in an IT outsource contract

A Service Design Package should be produced for which of the following? 1. A new IT service. 2. A major change to an IT service. 3. An Emergency Change to an IT service. 4. An IT service retirement; *

1 point

1, 2 and 3 only

1, 2 and 4 only

1, 3 and 4 only

All of the above

Submit

Clear form

This content is neither created nor endorsed by Google. Report Abuse - Terms of Service - Privacy Policy

Forms