ITIL® 2 Foundation Practice Quiz

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ITIL® 2 Foundation Practice Quiz - 6

Which of the following statements about the Configuration Management System are CORRECT? 1. It will hold details of all of the components of the IT infrastructure as well as the relationships between these components. 2. At the data level it consists of one and only one physical Configuration Management Database. 3. The Service Knowledge Management System includes the Configuration Management System. 4. It is maintained by Service Asset and Configuration Management. *

1 point

1 only

2 and 3 only

1, 3 and 4 only

All of the above

Which of the following is NOT a valid objective of Request Fulfillment? *

1 point

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

To update the Service Catalogue with services that may be requested through the Service Desk

To provide information to users about what services are available and how to request them

To source and deliver the components of standard services that have been requested

What describes the relationship between the CMDB and the financial asset register most closely? *

1 point

There is no relationship

The CMDB is a subset of the financial asset register

The CMDB and the financial asset register have overlap

They are the same

Who is responsible for defining Key Performance Indicators (KPIs) for Change Management? *

1 point

The Change Management Process Owner

The Change Advisory Board (CAB)

The Service Owner

The Continual Service Improvement Manager

Consider the following activities from the Change Management process:. 1. Review the Change. 2. Assess and evaluate the Change. 3. Authorize the Change. 4. Coordinate Change implementation; . 5. Review Request for Change; . Which of the following options describes the CORRECT order of the activities? *

1 point

1, 2, 3, 4, 5

1, 3, 4, 2, 5

5, 3, 2, 4, 1

5, 2, 3, 4, 1

Which of the following is NOT an example of a Service Request? *

1 point

A user calls the Service Desk to order a toner cartridge

A user calls the Service Desk because they would like to change the functionality of an application

A Manager submits a request for a new employee to be given access to an application

A user logs onto an internal website to download a licensed copy of software from a list of approved options

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process? *

1 point

Service Portfolio Management

Service Level Management

Component Capacity Management

Demand Management

Which of the following activities is the Service Owner of a specific service responsible for? 1. Representing the service in Change Advisory Board meetings. 2. Participating in negotiating Service Level Agreements. 3. Defining the process strategy. 4. Liaising with the appropriate Process Owners. *

1 point

1 only

1 and 2 only

1, 2 and 4 only

All of the above

Which of the following CANNOT be provided by a tool? *

1 point

Knowledge

Information

Wisdom

Data

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent? *

1 point

Excessive focus on quality

Excessively reactive

Excessively proactive

Excessive focus on cost

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

1 point

The IT Director

The Process Owner

The Service Owner

The Customer

What are the key processes within Service Operation? *

1 point

Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

Event Management, Incident Management, Request Fulfillment and Access Management

Incident Management, Problem Management, Service Desk, Request Fulfillment and Event Management

Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

In which document would you expect to see an overview of actual service achievements against targets? *

1 point

Operational Level Agreement (OLA)

Capacity Plan

Service Level Agreement (SLA)

SLA Monitoring Chart (SLAM)

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified? *

1 point

Business Objectives, IT Objectives, Process Metrics

Process Models, Goals and Objectives

Vision and Strategy, Tactical Goals and Operational Goals

Business and IT Strategy and Process Definitions

Which of the following statements is CORRECT about "good practice"? *

1 point

It can be used to drive an organization forward

It is something that is in wide industry use

It is always documented in international standards

It is always based on ITIL

As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types? 1. An internal service provider embedded within a business unit. 2. An internal service provider that provides shared IT services. 3. An external service provider; *

1 point

All of the above

1 and 2 only

1 and 3 only

2 and 3 only

What is the RACI model used for? *

1 point

Documenting the roles and relationships of stakeholders in a process or activity

Defining requirements for a new service or process

Analyzing the business impact of an incident

Creating a balanced scorecard showing the overall status of Service Management

Which one of the following is NOT a type of metric described in continual service improvement (CSI)? *

1 point

Process metrics

Service metrics

Personnel metrics

Technology metrics

Which of the following steps from the continual improvement Model is missing? . 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 ROI

How much did it cost.

How do we keep the momentum going.

What is the VOI?

Which one of the following statements is NOT FALSE? *

1 point

Depreciation is used to calculate how maintenance can be offset against tax

Staff costs are capital costs because of their high value

Cost centers are used to measure ROCE (Return on Capital Employed)

Direct costs can be allocated to a single customer, service or activity

Which of the following BEST describes a Change Authority? *

1 point

The Change Advisory Board

A person that provides formal authorization for a particular type of change.

A role, person or a group of people that provides formal authorization for a particular type of change.

The Change Manager who provides formal authorization for each change

Which one of the following statements about Incident reporting and logging is correct? *

1 point

All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services

Incident can only be reported by users, since they are only the only people who know when a service has been disrupted

Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff.

Possible problems with Change Management include: *

1 point

Lack of ownership of impacted services

Increased visibility and communication of changes

Better alignment of IT services to actual business needs

The ability to absorb a larger volume of change

"Warranty of a service" means which of the following? *

1 point

The service is fit for purpose

There will be no failures in applications and infrastructure associated with the service

All service-related problems are fixed free of charge for a certain period of time

Customers are assured of certain levels of availability, capacity, continuity and security

Which of the following statements are CORRECT about utility and warranty? 1. Utility can be described as what the customer gets. 2. Warranty can be defined as "fitness for use". 3. Utility increases the average performance. 4. Warranty reduces the variation in performance. *

1 point

1 only

1 and 2 only

1, 2, and 3 only

All of the above

Which of the following are goals and objectives for the Service Level Management process? 1. To provide and improve the relationship and communication with the business and customers. 2. To produce and maintain an appropriate and up-to-date Capacity Plan which reflects the current and future needs of the business. 3. To ensure that proactive measures to improve the levels of service delivered and implemented. 4. To support efficient and effective business and Service Management processes by providing accurate information about assets. *

1 point

1 only

1 and 3 only

1, 2 and 3 only

All of the above

A change process model should include:. 1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events. 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

1, 2 and 4 only

Which of the following statements BEST describes prioritization in the Incident Management process? *

1 point

Prioritization is determined by the urgency of the Incident and the level of impact the Incident is causing.

Prioritization is determined by the resources available and the level of impact the Incident is causing.

Prioritization is determined by the resources available and the urgency of the Incident.

Prioritization is determined by the resources available, the urgency of the Incident and the level of impact the Incident is causing.

Which of the following statements about Incident reporting and logging is CORRECT? *

1 point

Incidents can only be reported by users, since they are the only people who know when a service has been disrupted

Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff

All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services

When planning and implementing a Continual Service Improvement (CSI) initiative, which of the following benefits is LEAST useful in supporting a business case? *

1 point

Reduce technology investment by $5m due to more accurate capacity and performance modeling processes

Reduce support manpower demand by 30% due to automated incident and problem management processes

Improve employee morale and therefore create better relationships between IT and business units

Reduce Problem resolution by 50% and minimize critical system outages

Which of the following statements is CORRECT? 1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation. 2. All of the phases of the lifecycle are concerned with the value of IT services; *

1 point

Both of the above

Neither of the above

2 only

1 only

The objective of Service Asset and Configuration Management is most accurately described as? *

1 point

To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels

To manage service assets and CIs from an operational perspective

To ensure that assets and CIs deliver the business outcomes they were designed to achieve

To define and control the components of services and infrastructure and maintain accurate configuration records

How do we calculate the Availability of a number of items in a serial chain, if the individual Availability figures of the components are known? workstation (98%) - link (97%) - router (99%) - WAN (99.95%) - router (98%) - link (97.8%) - server (99.2%) *

1 point

We summaries the percentages and divide by the total number of components

The Availability will be 97%

We multiply the individual percentages of all the components

The worst case scenario Availability will be 97%

Consider the following list:. 1 Modeling. 2 Risk Analysis. 3 Application Sizing. 4 DSL maintenance. Which two from the above list are among the main responsibilities of Capacity Management? *

1 point

1 and 2

1 and 3

3 and 4

2 and 4

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? *

1 point

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

What does MTBSI represent? *

1 point

Medium Time Between Service Incidents

Master Time Between System Interruptions

Mean Time Between System Incidents

Mean Time Between Service Interruptions

Which of the following goals are the primary goals for Service Operations? 1. To allow for changes and improvement. 2. To design processes for the operation of IT services. 3. To achieve effectiveness and efficiency in the delivery and support of services. 4. To maintain stability. *

1 point

3 only

3 and 4 only

1, 3 and 4 only

All the above

Intermediate Recovery is initially concerned with which of the following time periods? *

1 point

4 to 24 hours

More than 72 hours

24 to 72 hours

4 to 8 hours

The group that authorizes changes that must be installed faster than the normal process is called the? *

1 point

Emergency CAB (ECAB)

Urgent Change Authority (UCA)

Urgent Change Board (UCB)

CAB Emergency Committee (CAB/EC)

Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? *

1 point

Service Strategy

Service Strategy and Continual Service Improvement

Service Strategy, Service Transition and Service Operation

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

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