Question 1

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

Accepted Answer

A)   Access management
B)   Request Fulfillment
C)   Release and Deployment Management
D)   Incident ManagementE) A) and B)
F) All of the above

Question 2

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Accepted Answer

A)   Strategic customers
B)   External customers
C)   Valued customers
D)   Internal customersE) C) and D)
F) B) and D)

Question 3

Contracts relating to an outsourced Data Centre would be managed by?

Accepted Answer

A)   Service Desk
B)   IT Operations Control
C)   Technical Management
D)   Facilities ManagementE) B) and C)
F) None of the above

Question 4

The BEST description of an incident is:

Accepted Answer

A)   An unplanned disruption of service unless there is a backup to that service
B)   An unplanned interruption to service or a reduction in the quality of service
C)   Any disruption to service whether planned or unplanned
D)   Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or notE) B) and C)
F) A) and D)

Question 5

Which of the following identifies the purpose of service transition planning and support?

Accepted Answer

A)   Provide overall planning for service transitions and co-ordinate the resources they require
B)   Ensure that all service transitions are properly authorized
C)   Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
D)   To define testing scripts to ensure service transitions are unlikely to ever failE) B) and C)
F) C) and D)

Question 6

Which statement BEST describes a service request?

Accepted Answer

A)   A request from a customer for a new service
B)   A generic description for the many types of request for change (RF
C)   that are received by the IT organization
C)   A high priority RFC from a senior manager
D)   A generic description for the many different types of demands that are placed upon the IT organization by the usersE) A) and D)
F) B) and D)

Question 7

What is a RACI model used for?

Accepted Answer

A)   Performance analysis
B)   Recording configuration items
C)   Monitoring services
D)   Defining roles and responsibilitiesE) B) and C)
F) C) and D)

Question 8

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?

Accepted Answer

A)   Excessive focus on quality
B)   Excessively reactive
C)   Excessively proactive
D)   Excessive focus on costE) C) and D)
F) A) and D)

Question 9

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

Accepted Answer

A)   The ITIL Complementary Guidance
B)   The Service Support book
C)   Pocket Guides
D)   The Service Strategy bookE) B) and C)
F) A) and D)

Question 10

Which Function would provide staff to monitor events in a Network Operations Centre?

Accepted Answer

A)   IT Operations Management
B)   Applications Management
C)   Service Desk
D)   Technical ManagementE) A) and B)
F) B) and C)

Question 11

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

Accepted Answer

A)   Training in risk management for all staff and identification of risks
B)   Identification of risk, analysis and management of the exposure to risk
C)   Control of exposure to risk and investment of capital
D)   Training of all staff and investment of capitalE) None of the above
F) B) and C)

Question 12

Which areas are NOT measured by process KPIs? 1. Technology
2)  Performance
3)  Value
4)  Compliance

Accepted Answer

A)   1, 2 and 3 only
B)   1, 2 and 4 only
C)   1, 3 and 4 only
D)   2, 3 and 4 onlyE) A) and D)
F) A) and B)

Question 13

Which three types of metric support Continual Service Improvement (CSI)  activities?

Accepted Answer

A)   Technology metrics, service desk metrics and Key Performance Indicator (KPI)  metrics
B)   Process metrics, software metrics and financial metrics
C)   Technology metrics, process metrics and service metrics
D)   Service metrics, technology metrics and Key Performance Indicator (KPI)  metricsE) A) and C)
F) All of the above

Question 14

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

Accepted Answer

A)   Early Life Support
B)   Service Test Manager
C)   Evaluation
D)   Release Packaging and Build ManagerE) C) and D)
F) None of the above

Question 15

Which one of the following is the BEST description of a service level agreement (SLA) ?

Accepted Answer

A)   The part of a contract that specifies the responsibilities of each party
B)   An agreement between the service provider and an internal organization
C)   An agreement between a service provider and an external supplier
D)   An agreement between the service provider and their customerE) A) and B)
F) A) and C)

Question 16

Which of the following statements is CORRECT?

Accepted Answer

A)   Process owners are more important to service management than service owners
B)   Service owners are more important to service management than process owners
C)   Service owners are as important to service management as process owners
D)   Process owners and service owners are not required within the same organizationE) A) and C)
F) B) and C)

Question 17

The BEST description of the guidance provided by Service Design is?

Accepted Answer

A)   The design and development of new services
B)   The design and development of service improvements
C)   The design and development of services and service management processes
D)   The day-to-day operation and support of servicesE) A) and B)
F) A) and C)

Question 18

What is the primary focus of business capacity management?

Accepted Answer

A)   Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B)   Review of all capacity supplier agreements and underpinning contracts with supplier management
C)   Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D)   Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashionE) A) and B)
F) None of the above

Question 19

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

Accepted Answer

A)   Continual service improvement
B)   Change management
C)   Service level management
D)   Availability managementE) A) and B)
F) None of the above

Question 20

Where would all the possible service improvement opportunities be recorded?

Accepted Answer

A)   CSI register
B)   Known error database
C)   Capacity management information system
D)   Configuration management databaseE) All of the above
F) A) and D)

Exam 2: ITIL Foundation

Which Function would provide staff to monitor events in a Network Operations Centre?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

Correct AnswerverifiedShow Answer

Which of the following statements is CORRECT?

Correct AnswerverifiedShow Answer

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

Correct AnswerverifiedShow Answer

Which one of the following is the BEST description of a service level agreement (SLA) ?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The BEST description of an incident is:

Correct AnswerverifiedShow Answer

Contracts relating to an outsourced Data Centre would be managed by?

Correct AnswerverifiedShow Answer

Where would all the possible service improvement opportunities be recorded?

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following identifies the purpose of service transition planning and support?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which statement BEST describes a service request?

Correct AnswerverifiedShow Answer

What is the primary focus of business capacity management?

Correct AnswerverifiedShow Answer

The BEST description of the guidance provided by Service Design is?

Correct AnswerverifiedShow Answer

Which three types of metric support Continual Service Improvement (CSI) activities?

Correct AnswerverifiedShow Answer

What is a RACI model used for?

Correct AnswerverifiedShow Answer

Which areas are NOT measured by process KPIs? 1. Technology 2) Performance 3) Value 4) Compliance

Correct AnswerverifiedShow Answer

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