ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 2

Which of the following BEST describes service strategies value to the business? *

1 point

Allows higher volumes of successful change

Reduction in unplanned costs through optimized handling of service outages

Reduction in the duration and frequency of service outages

Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics. 2. Business continuity strategy. 3. Business impact analysis (BIA). 4. Risk assessment *

1 point

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

Which one of the following is the CORRECT set of steps for the continual service improvement approach? *

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?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the "First Test, First Pass" 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?

Which one of the following is the BEST definition of an event? *

1 point

Any change of state that has significance for the management of a configuration item (CI) or IT service

An unplanned interruption to an IT service or a reduction in the quality of an IT service

The unknown cause of one or more incidents that have an impact on an IT service

Reducing or eliminating the cause of an incident or problem

Within service design, what is the key output handed over to service transition? *

1 point

Measurement, methods and metrics

Service design package

Service portfolio design

Process definitions

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)? *

1 point

The SLA covers one service, for all the customers of that service

The SLA covers an individual customer group for all services they use

An SLA that covers all customers for all services

An SLA for a service with no customers

Which two processes will contribute MOST to enabling effective problem detection? *

1 point

Incident and financial management

Change and release and deployment management

Incident and event management

Knowledge and service level management

Availability management is directly responsible for the availability of which of the following? *

1 point

IT services and components

IT services and business processes

Components and business processes

IT services, components and business processes

Which of the following is MOST concerned with the design of new or changed services? *

1 point

Change Management

Service Transition

Service Strategy

Service Design

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them? *

1 point

Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? *

1 point

Yes: for ease of management, a known error record can be created at any time it is prudent to do so

No: a known error record must only be created after a workaround has been found

No: a known error record is created when the original incident is raised

No: a known error record should be created with the next release of the service

Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract. 2. Description of the goods or service provided. 3. Responsibilities and dependencies for both parties *

1 point

1 and 2 only

1 and 3 only

2 and 3 only

All of the above

Where would you expect incident resolution targets to be documented? *

1 point

A service level agreement (SLA)

A request for change (RFC)

The service portfolio

A service description

Which role is responsible for carrying out the activities of a process? *

1 point

Process owner

Change manager

Service manager

Process practitioner

Which of the following BEST describes the purpose of access management? *

1 point

To provide a channel for users to request and receive standard services

Provides the rights for users to be able to use a service or group of services

To prevent problems and resulting Incidents from happening

To detect security events and make sense of them

When can a known error record be raised? 1. At any time it would be useful to do so. 2. After a workaround has been found *

1 point

2 only

1 only

Neither of the above

Both of the above

Which process will regularly analyse incident data to identify discernible trends? *

1 point

Service level management

Problem management

Change management

Event management

Which of these should a change model include? 1. The steps that should be taken to handle the change. 2. Responsibilities; who should do what, including escalation. 3. Timescales and thresholds for completion of the actions. 4. Complaints procedures *

1 point

1, 2 and 3 only

All of the above

1 and 2 only

2 and 4 only

Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered. 2. Those being delivered. 3. Those that have been withdrawn from service *

1 point

1 and 3 only

All of the above

1 and 2 only

2 and 3 only

Which one of the following functions would be responsible for the management of a data centre? *

1 point

Technical management

Service desk

Application management

Facilities management

Which one of the following includes four stages called Plan, Do, Check and Act? *

1 point

The Deming Cycle

The continual service improvement approach

The seven-step improvement process

The service lifecycle

What is the name of the group that should review changes that must be implemented faster than the normal change process? *

1 point

Technical management

Emergency change advisory board

Urgent change board

Urgent change authority

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? *

1 point

Profit

Preparation

Products

Potential

Which one of the following is the BEST definition of the term service management? *

1 point

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

At which stage of the service lifecycle should the processes necessary to operate a new service be defined? *

1 point

Service design: Design the processes

Service strategy: Develop the offerings

Service transition: Plan and prepare for deployment

Service operation: IT operations management

Which one 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)

Which one of the following is an objective of service catalogue management? *

1 point

Negotiating and agreeing service level agreement

Negotiating and agreeing operational level agreements

Ensuring that the service catalogue is made available to those approved to access it

Only ensuring that adequate technical resources are available

Which process includes business, service and component sub-processes? *

1 point

Capacity management

Incident management

Service level management

Financial management

Which one of the following activities does application management perform? *

1 point

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of the storage devices will be

Agreeing the service levels for the service supported by the application

Which of the following are basic concepts used in access management? *

1 point

Personnel, electronic, network, emergency, identity

Rights, access, identity, directory services, service/service components

Physical, personnel, network, emergency, service

Normal, temporary, emergency, personal, group

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? *

1 point

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners

Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful. 2. Enabling the service provider to respond quickly and effectively to changes in the business environment. 3. Reduction in the duration and frequency of service outages *

1 point

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure? *

1 point

RACI model

Incident model

Continual service improvement (CSI) approach

The Deming Cycle

Which one of the following is an objective of service transition? *

1 point

To negotiate service levels for new services

To ensure that service changes create the expected business value

To minimize the impact of service outages on day-to-day business activities

To plan and manage entries in the service catalogue

Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident. 2. Chronological order of steps to resolve the incident *

1 point

1 only

2 only

Both of the above

Neither of the above

Which one of the following contains information that is passed to service transition to enable the implementation of a new service? *

1 point

A service option

A service transition package (STP)

A service design package (SDP)

A service charter

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? *

1 point

Categorization

Diagnosis

Prioritization

Closure

Why is it important for service providers to understand patterns of business activity (PBA)? *

1 point

PBA are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other? *

1 point

Configuration Baseline

Project Baseline

Change Baseline

Asset Baseline

Which process is responsible for discussing reports with customers showing whether services have met their targets? *

1 point

Continual service improvement

Change management

Service level management

Availability management

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