ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 15

Which of the following questions is NOT answered by Service Portfolio Management? *

1 point

How should our resources and capabilities be allocated?

What opportunities are there in the market?

Why should a customer buy these services?

What are the pricing or charge back models?

Which of the following is NOT one of the ITIL core publications? *

1 point

Service Optimization

Service Transition

Service Design

Service Strategy

A benefit of using Service Design tools is? *

1 point

To help ensure that standards and conventions are followed

To help ensure that events are detected as quickly as possible

To help enable different applications to work together

To help implement architectures that support the business strategy

Which aspect of Service Design is missing from the list below? 1. The design of services. 2. The design of Service Management systems and tools. 3. The design of technology architecture and management systems. 4. The design of the processes required. 5. ? *

1 point

The design of Functions

The design of Service Level Agreements

The design of applications

The design of measurement systems, methods and metrics

Which of the following is NOT a purpose of Service Transition? *

1 point

To ensure that a service can be managed, operated and supported

To provide training and certification in project management

To provide quality knowledge of Change, Release and Deployment Management

To plan and manage the capacity and resource requirements to manage a release

What are the MAIN activities in the Service Strategy management process? 1. Define the market. 2. Develop the offerings. 3. Develop strategic assets. 4. Prepare for execution; *

1 point

4 only

2 and 3 only

1, 2 and 3 only

All of the above

One of the five major aspects of Service Design is the design of the service solutions. It includes? *

1 point

Requirements, resources and capabilities needed and agreed

Only requirements needed and agreed

Only capabilities needed and agreed

Only resources and capabilities needed

The objective of the Change Management process is most accurately described as? *

1 point

Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner

Ensuring that changes to IT infrastructure are managed efficiently and effectively

Ensuring that all changes have appropriate back-out plans in the event of failure

Protecting services by not allowing changes to be made

What does the Service V model represent? *

1 point

A strategy for the successful completion of all Service Management projects

The path to Service Delivery and Service Support for efficient and effective utilization of resources

Levels of Configuration and testing required to deliver a Service Capability

The business perspective as perceived by the customer and the user of services

A senior manager starts to complain that the Incidents are not resolved within agreed times. The Service Desk analyst contacts the Service Desk supervisor so the issue can be resolved appropriately. What form of escalation is involved here? *

1 point

formal escalation

functional escalation

hierarchical escalation

operational escalation

Which of the following statements BEST describes the difference between an Operational Level Agreement and an Underpinning Contract? *

1 point

Only the Operational Level Agreement is an underpinning agreement between an IT Service Provider and another part of the same organization that assists with the provision of services.

Only the Service Level Agreement defined the goods or services to be provided and the responsibilities of both parties.

Only the Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in a Service Level Agreement.

Only the Underpinning Contract support the IT Service Provider's delivery of IT services to customers.

Which of the following statements is the CORRECT description of the "Act" stage in the Deming Cycle for quality improvement? *

1 point

At this stage goals and measures are established.

At this stage the implemented improvements are compared to the measures of success.

At this stage it is determined to keep the status quo, close the gap or add necessary resources.

At this stage a project to close identified gaps is developed and implemented.

Which of the following should be available to the Service Desk? 1. Known Error Data. 2. Change Schedules. 3. Service Knowledge Management System. 4. The output from monitoring tools; *

1 point

1, 2 and 3 only

1, 2 and 4 only

2, 3 and 4 only

All of the above

Which of the following do Technology metrics measure? *

1 point

Components

Processes

The end to end service

Customer satisfaction

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes? *

1 point

Plan

Check

Act

A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance? *

1 point

Network Management

The Service Desk

Capacity Management

Problem Management

Which are the missing Service Operation processes from the following? 1. Incident Management. 2. Problem Management. 3. Access Management. 4. ? 5. ? *

1 point

Event management and Request Fulfillment

Event Management and Service Desk

Facilities Management and Event Management

Change Management and Service Level Management

Which of the following is NOT an objective of Problem Management? *

1 point

Eliminating recurring Incidents

Minimizing the impact of Incidents that cannot be prevented

Preventing Problems and resulting Incidents from happening

Restoring normal service operation as quickly as possible and minimizing adverse impact on the business

Which of the following BEST describes Technical Management? *

1 point

A Function responsible for Facilities Management and building control systems

A Function that provides hardware repair services for technology involved in the delivery of service to customers

Senior managers responsible for all staff within the technical support Function

A Function that includes the groups, departments or teams that provide technical expertise and overall management of the IT Infrastructure

Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB? *

1 point

You should try to capture as much information as possible about all types of CIs

You shouldn't collect detailed information about CIs that are not under Change Control

You shouldn't worry too much about Change Control; the main objective is to get the database loaded

You should try to satisfy all the wishes of the IT staff

How many people should be accountable for a process as defined in the RACI model? *

1 point

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision. Which of the following ITIL processes could also initiate this kind of measure? *

1 point

Availability Management

Capacity management

Change Management

Incident Management

Which of the following would you expect to find in a contract for an underpinning service? 1. Service vision and mission. 2. Service description and scope. 3. Responsibilities and dependencies; *

1 point

1 and 2 only

1 and 3 only

2 and 3 only

None of the above

Which of the following methods is NOT a development approach? *

1 point

Big-bang

Phased

Pull

Request

A Service Provider is? *

1 point

An organization supplying services to one or more external customers

An organization supplying services to one or more internal customers or external customers

An organization supplying services to one or more internal customers

An organization supplying IT services

Customer perceptions and business outcomes help to define what? *

1 point

The value of a service

Customer satisfaction

Total cost of ownership

Key performance indicators

A service desk analyst just received a very strange call with the following text: The system tells me I've logged on too many times today, but I've just walked into the office, because I had a doctor's appointment this morning - now I can't get in anymore. What type of event do we seem to have here? *

1 point

A standard call

An Incident

A Security Incident

A Problem

Which of the following BEST describes the purpose of Event Management? *

1 point

The ability to detect events, make sense of them and determine the appropriate control action

The ability to implement monitoring tools

The ability to monitor and control the activities of technical staff

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

Which of the following statements are CORRECT? *

1 point

A Service Provider is an organization supplying services to one or more external customers.

A Service Provider is an organization supplying services to one or more internal customers or external customers.

A Service Provider is a third party responsible for supplying goods or underpinning services that are required to deliver IT services.

A Service Provider is a role that has responsibility for ensuring that all new services are designed to deliver the levels of availability required by the business and validation of the final design to meet the minimum levels of availability as agreed by the business for IT services.

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

1 point

Review the Request for Change

Plan updates

Change Design

Assess and evaluate change

Which of the following is the process rather than a department? *

1 point

Application Management

Operations Management

Service Desk

Availability Management

Which statement about Service Level Agreements (SLAs) is CORRECT? *

1 point

They must contain legal wording because of their importance

There should always be a separate SLA for each specific customer

The wording must be clear and concise to allow no room for ambiguity

Changes to the SLA can only be requested by the customer

Which process is responsible for frequently occurring changes where risk and cost are low? *

1 point

Access management

Request fulfillment

Release and Deployment Management

Incident Management

Which of the following should be done when closing an incident? 1. Check the incident categorization and correct it if necessary. 2. Check that user is satisfied with the outcome; *

1 point

1 only

Both of the above

2 only

Neither of the above

Which of the following statements is CORRECT? *

1 point

Process owners are more important to service management than service owners

Service owners are more important to service management than process owners

Service owners are as important to service management as process owners

Process owners and service owners are not required within the same organization

The following options are considered within which process? 1. Big bang vs. Phased. 2. Push and Pull. 3. Automated vs. Manual; *

1 point

Incident Management

Release and Deployment Management

Service Asset and Configuration Management

Service Catalogue Management

Which of the following is NOT a purpose of service operation? *

1 point

To undertake testing to ensure services are designed to meet business needs

To deliver and manage IT services

To manage the technology used to deliver services

To monitor the performance of technology and processes

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

1 point

An agreement between an IT service provider and another part of the same organization that assists in the provision of services

A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties

An agreement between two service providers about the levels of service required by the customer

An agreement between a third party service desk and the IT customer about fix and response times

The goal of Continual Service Improvement is BEST described as: *

1 point

To continually align and re-align IT Services to the changing business needs by identifying and implementing improvements to IT services that support business processes.

To encourage Service Providers to stop and think why something is to be done before thinking how.

To continually identify and implement improvements to IT components that support the general technological developments.

To design service that satisfy business objectives.

Which of the following statements is CORRECT? *

1 point

The Configuration Management System is part of the Known Error Data Base

The Service Knowledge Management System is part of the Configuration Management System

The Configuration Management System is part of the Service Knowledge Management system

The Configuration Management System is part of the Configuration Management Database

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