ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 3

The consideration of value creation is a principle of which stage of the service lifecycle? *

1 point

Continual service improvement

Service strategy

Service design

Service transition

Which is the correct definition of a customer facing service? *

1 point

One which directly supports the business processes of customers

A service that cannot be allowed to fail

One which is not covered by a service level agreement

A service not directly used by the business

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes? *

1 point

The change authorization board

The change advisory board

The change implementer

The change manager

What is the BEST description of an operational level agreement (OLA)? *

1 point

An agreement between the service provider and another part of the same organization

An agreement between the service provider and an external organization

A document that describes to a customer how services will be operated on a day-to-day basis

A document that describes business services to operational staff

Which of these statements about resources and capabilities is CORRECT? *

1 point

Resources are types of service asset and capabilities are not

Resources and capabilities are both types of service asset

Capabilities are types of service asset and resources are not

Neither capabilities nor resources are types of service asset

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk? *

1 point

Training in risk management for all staff and identification of risks

Identification of risk, analysis and management of the exposure to risk

Control of exposure to risk and investment of capital

Training of all staff and investment of capital

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? *

1 point

The service level management

The IT service continuity management

The service catalogue management

The supplier management

What is the result of carrying out an activity, following a process or delivering an IT service known as? *

1 point

Outcome

Incident

Change

Problem

Which areas of service management can benefit from automation? 1. Design and modeling. 2. Reporting. 3. Pattern recognition and analysis. 4. Detection and monitoring *

1 point

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

What are the publications that provide guidance specific to industry sectors and organization types known as? *

1 point

The Service Strategy and Service Transition books

The ITIL Complementary Guidance

The Service Support and Service Delivery books

Pocket Guides

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room. 2. Applications. 3. Power and cooling equipment. 4. Recovery sites *

1 point

1, 2 and 3 only

All of the above

1,3 and 4 only

1 and 3 only

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? *

1 point

Change proposal

Change policy

Service request

Risk register

Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events. 2. To restore normal service operation as quickly as possible. 3. To minimize adverse impacts on business operations *

1 point

1 and 2 only

2 and 3 only

1 and 3 only

All of the above

Which process would be used to compare the value that newer services have offered over those they have replaced? *

1 point

Availability management

Capacity management

Service portfolio management

Service catalogue management

What are the categories of event described in the ITIL service operation book? *

1 point

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

Which of the following statements about the Service Owner is INCORRECT? *

1 point

Carries out the day-to-day monitoring and operation of the service they own

Contributes to continual improvement affecting the service they own

Is a stakeholder in all of the IT processes which support the service they own

Is accountable for a specific service within an organization

Availability Management is responsible for availability of the: *

1 point

Services and Components

Services and Business Processes

Components and Business Processes

Services, Components and Business Processes

Which of the following is NOT an objective of the Operations Management function? *

1 point

Swift application of skills to diagnose any IT Operations failures that occur

Regular scrutiny and improvements to achieve improved service at reduced costs

First line Incident investigation and diagnosis logged by users

Maintenance of status quo to achieve stability of day to day processes and activities

What are the three Service Provider business models? *

1 point

Internal Service provider, External Service provider, Outsourced 3rd Party

Internal Service Operations provider, External Service Operations provider, Shared Service Unit

Internal Service provider, Outsourced 3rd party and Off-shore party

Internal Service provider, External Service provider, Shared Service Provider

Which Functions are included in IT Operations Management? *

1 point

Network Management and Application Management

Technical Management and Change Management

IT Operations Control and Facilities Management

Facilities Management and Release Management

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"? *

1 point

A Problem model

A Service Improvement Plan (SIP)

A Request for Change (RFC)

A Business Case

Which one of the following statements about internal and external customers is MOST correct? *

1 point

External customers should receive better customer service because they pay for their IT services

Internal customers should receive better customer service because they pay employee salaries

The best customer service should be given to the customer that pays the most money

Internal and external customers should receive the level of customer service that has been agreed

Changes are divided into categories. What criterion defines a category for a change? *

1 point

The consequences of the change such as limited, substantial, significant, etc.

The speed with which the change is made

The sequence in which the change is made

The Request for Change number that the change is assigned

Which of the following statements is true about the term Event? *

1 point

A change of state which has significance for the management of a Configuration Item or IT service.

The term Event is also used to mean an Alert or notification created by any IT Service, configuration Item or Monitoring tool.

Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged

All of above

Who owns the specific costs and risks associated with providing a service? *

1 point

The Service Provider

The Service Level Manager

The Customer

The Finance department

Which of the following statements about problem management is/are CORRECT? . 1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management . 2. It provides management information about the cost of resolving and preventing problems *

1 point

1 only

2 only

Both of the above

Neither of the above

Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner. 2. Continual Service Improvement (CSI) Manager. 3. Process Owner; *

1 point

1 and 2 only

1 and 3 only

All of the above

2 and 3 only

What is the purpose of the Request Fulfillment Process? *

1 point

Dealing with Service Requests from the users

Making sure all requests within an IT Organization is fulfilled

Ensuring fulfillment of Change Requests

Making sure the Service Level Agreement is met

What is the difference between a process and a project? *

1 point

A process is continuous and has no end date, whereas a project has a finite lifespan.

A project is continuous and has no end date, whereas a process has a finite lifespan.

A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

In a project the focus is not on the result, whereas with a process the result is important

Which service lifecycle stage ensures that measurement methods will provide the required metrics for new or changed services? *

1 point

Service design

Service operation

Service strategy

Service delivery

There are strong links between Service Level Management and:. 1 Incident Management. 2 Availability Management. 3 Configuration Management. 4 IT Service Continuity Management. 5 Change Management; *

1 point

1, 3 and 5

2 and 4

2, 3 and 5

All of them

Which of the following does NOT represent a stage in the Service Lifecycle? *

1 point

Continual Service Improvement

Service Operation

Service Architecture

Service Strategy

Which of the following requirements are adequate for an integrated set of Service Management technology? 1. The tool should have an integrated Configuration Management System to allow the organization's IT infrastructure assets, components and services to be held together with all relevant attributes and to allow relationships between each to be stored and maintained. 2. The tool should be able to plan changes and assess the impact of changes to minimize the likelihood of post-production problems. 3. The tool should contain a workflow or process control engine to allow the pre-definition and control of defined processes such as an Incident Lifecycle, Request Fulfillment Lifecycle, Problem Lifecycle, Change Model etc. 4. The tool should ensure that all of the information within the Service Catalogue is accurate and up to date. *

1 point

1 only

1 and 3 only

1, 3 and 4 only

All of the above

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)? *

1 point

Availability Management

Demand Management

Financial Management

Service Level Management

Which of the following can include steps that will help to resolve 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 are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Process Metrics. 2. Supplier Metrics. 3. Service Metrics. 4. Technology Metrics. 5. Business Metrics; *

1 point

1, 2 and 3

2, 4 and 5

1, 3 and 4

1, 2 and 4

Consider the following roles and responsibilities:. A. Availability Manager. B. Service Catalogue Manager. C. Supplier Manager. D. Capacity Manager. 1. Analysis of usage and performance data, and reporting on performance against targets contained in Service Level Agreements. 2. Ensuring that all of the information within the Service Catalog is consistent with the information within the Service Portfolio. 3. Performing contract or Service Level Agreement reviews at least annually and ensuring that all contracts are consistent with organizational requirements and standard terms and conditions wherever possible. 4. Ensuring that all existing services deliver the levels of availability agreed with the business in Service Level Agreements. . Which of the following pairings between the roles and responsibilities is CORRECT? *

1 point

A-1, B-3, C-2 and D-4

A-1, B-2, C-3 and D-4

A-2, B-3, C-4 and D-1

A-4, B-2, C-3 and D-1

Which Service Design process makes the most use of data supplied by Demand Management? *

1 point

IT Service Continuity Management

Service Catalogue Management

Capacity Management

Service Level Management

The group that reviews Changes that must be installed faster than the normal Change process is called the: *

1 point

Technical Management (TM)

Emergency Change Advisory Board (ECAB)

Urgent Change Board (UCB)

Urgent Change Authority (UCA)

Consider the following statements: . 1. "Processes" should be implemented in such a way that the "Role" and "Function" in an organization are defined. 2. The RACI model is beneficial to design "Function". Which of the above statements are CORRECT? *

1 point

1 Only

Both of the above

Neither of the above

2 only

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