ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 17

What activity will definitely have "Known Errors" as an output? *

1 point

Problem Control

Error Control

Proactive Problem Management

Major Incident/Problem Review

What does Mean Time to Repair (MTTR) mean? *

1 point

Average uptime of a service

Average downtime of a service

Average time between two consecutive incidents

Average time of the breakdown-free period within a measured period

What are Request Models used for? *

1 point

Capacity Management

Modeling arrival rates and performance characteristics of service requests

Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

Identifying frequently received user requests and defining how they should be handled

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process? *

1 point

The Request Fulfillment Process Manager

The Request Fulfillment Process Owner

The Service Desk Manager

The Service Manager

Serviceability is an element of Availability Management. How is it BEST defined? *

1 point

The prevention of failure, and the ability to keep services and components operable

The ability to restore services or components back to normal operation

The percentage of the agreed service hours for which the service is available

The support which external suppliers can be contracted to provide for parts of the IT infrastructure

Which of these is a reason for categorizing incidents? *

1 point

To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

To ensure that the correct priority is assigned to the incident

To enable the incident management database to be partitioned for greater efficiency

To identify whether the user is entitled to log an incident for this particular service

Which BEST describes a service? *

1 point

A means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks.

Composed of IT assets and resources.

A capability of an IT organization produced in response to business need.

A combination of process, function, and activity in support of business process.

Which off the following is a characteristic of every process? 1. It is measurable. 2. It is timely. 3. It delivers a specific result. 4. It responds to a specific event. 5. It delivers its primary result to a customer or stakeholder; *

1 point

1, 2, 3 and 4 only

1, 2, 4 and 5 only

1, 3, 4 and 5 only

All of the above

Which of the following are aspects of Service Design? 1. Architectures. 2. Technology. 3. Service Management processes. 4. Metrics; *

1 point

1 only

2 and 3 only

1, 2 and 4 only

All of the above

1. It delivers its primary results to a customer or stakeholder. 2. It defines activities that are executed by a single function. Which of the following statements is CORRECT for every process? *

1 point

2 only

1 only

Neither of the above

Both of the above

Which of these statements about Service Desk staff is CORRECT? *

1 point

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

What is NOT a benefit of Release Management? *

1 point

Reduced likelihood that viruses will enter the organization

Clear understanding of available licenses

Clear authorization of changes to the Infrastructure

Clear and concise software policies

What is the MAIN purpose of availability management? *

1 point

To monitor and report availability of components

To ensure that all targets in the service level agreements (SLAs) are met

To guarantee availability levels for services and components

To ensure that service availability meets the agreed needs of the business

Which of the following provides resources to resolve operational and support issues during Release and Deployment? *

1 point

Early Life Support

Service Test Manager

Evaluation

Release Packaging and Build Manager

Application Sizing is a key activity of what process? *

1 point

Availability Management

Capacity Management

IT Service Continuity Management

Service Level Management

A risk is: *

1 point

Something that won't happen

Something that will happen

Something that has happened

Something that might happen

Which of the following does the release and deployment management process address? . 1. Defining and agreeing release and deployment plans . 2. Ensuring release packages can be tracked . 3. Authorizing changes to support the process *

1 point

1 and 2 only

All of the above

2 and 3 only

1 and 3 only

What is the BEST description of the purpose of Service Operation? *

1 point

To decide how IT will engage with suppliers during the Service Management Lifecycle

To proactively prevent all outages to IT Services

To design and build processes that will meet business needs

To deliver and manage IT Services at agreed levels to business users and customers

Which of the following would NOT be a task carried out by the Request Fulfillment process? *

1 point

The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists

Provision of information used to compare actual performance against design standards

Provision of information to users and customers about the availability of services and the procedure for obtaining them

Which of the following are examples of tools that might support the service transition stage of the service lifecycle? . 1. A tool to store definitive versions of software . 2. A workflow tool for managing changes . 3. An automated software distribution tool . 4. Testing and validation tools *

1 point

1, 3 and 4 only

1, 2 and 3 only

All of the above

2, 3 and 4 only

A smart marketing guru has identified the following four service levels: Generic, Expected, Exceeded and Exceptional. What level will Service Level Management aim for? *

1 point

Generic - as this is the cheapest option and will suit all Customers.

Expected - as this is the cheapest option and will suit all Customers.

Exceeded - as this is the cheapest option and will suit all Customers.

None of the above.

Which of the following BEST describes a Local Service Desk structure? *

1 point

A Service Desk that also provides onsite technical support to its users

A Service Desk where analysts only speak one language

A Service Desk that is situated in the same location as the users it serves

A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location

Which of the following is NOT a step in the Continual Service Improvement (CSI) model? *

1 point

What is the vision?

Did we get there?

Is there budget?

Where are we now?

Which of the following would NOT be defined as part of every process? *

1 point

Roles

Activities

Responsibilities

Functions

Which role is accountable for a specific service within an organization? *

1 point

The Service Level Manager

The Business Relationship Manager

The Service Owner

The Service Continuity Manager

Which of the following statements is true about Access Management? *

1 point

The Process responsible for allowing Users to make use of IT Services, data, or other Assets.

Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets.

Access Management is sometimes referred to as Rights Management or Identity Management.

All of above

Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1. Assessing the impact and cause of Incidents and Problems. 2. Assessing the impact of proposed Changes. 3. Planning and designing a Change to an existing service. 4. Planning a technology refresh or software upgrade *

1 point

1 and 2 only

All of the above

1, 2 and 4 only

1, 3 and 4 only

What would you call ITIL? *

1 point

A methodology

A standard

A theory

A framework

A service desk analyst just received the following call: My business unit is interested in some training for the new project management application that was installed last month. Would you be able to organize a training course for us? What type of event's) do we seem to have here? *

1 point

An Incident

An Incident leading into a Service Request

A Request for Change

A standard Report event

Which is the CORRECT list for the three levels of a multi level Service Level Agreement (SLA)? *

1 point

Technology, Customer, User

Corporate, Customer, Service

Corporate, Customer, Technology

Service, User, IT

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management? *

1 point

Service Transition

Service Design

Service Strategy

Service Operation

Which of the following provides the primary guidance on what protection Information Security Management should provide for each asset? *

1 point

The IT Executive

The ISO27001 Standard

The Business

The Service Level Manager

A Service Level Agreement is? *

1 point

The part of a contract that specifies responsibilities of each party

An agreement between the Service Provider and their customer

An agreement between a Service Provider and an external supplier

An agreement between the Service Provider and an internal organization

Which is the correct sequence of events in the selection of a technology tool? *

1 point

Select Product, Requirements, Selection Criteria, Evaluate Product

Selection Criteria, Requirements, Evaluate Product, Select Product

Requirements, Selection Criteria, Select Product, Evaluate Product

Requirements, Selection Criteria, Evaluate Product, Select Product

The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"? *

1 point

Knowledge Management

Availability Management

Service Asset and Configuration Management

Change Management

What would be the next step in the Continual Service Improvement (CSI) Model after:. 1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? . 5. Did we get there? 6. ? *

1 point

What is the Return On Investment (ROI)?

How much did it cost?

How do we keep the momentum going?

What is the Value On Investment (VOI)?

Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development'? *

1 point

Service Design

Service Strategy

Service Operation

Continual Service Improvement

When analyzing an outcome for creation of value for customers, what attributes of the service should be considered? *

1 point

Objectives, Metric, Desired outcome

Business Objectives, IT objectives, Process metrics

Desired outcome, Supplier metrics, IT objectives

People, Products, Technology

Which of these BEST describes the purpose of Capacity Management? *

1 point

To reduce costs and performance levels to a minimum

To ensure that there is always sufficient capacity available to meet all customer demands

To ensure that business demands are affordable and achievable

To provide cost-effective IT capacity to meet agreed service levels

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that: *

1 point

An SLA is legally binding, an OLA is a best efforts agreement

An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

An SLA defines Service Level Requirements, an OLA defines Service Level Targets

An SLA is with an external customer, an OLA is with an internal customer

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