The ITIL® Foundation Examination (2)
Input from which processes could be considered by service level management when negotiating service level agreements (SLA)?
All other ITIL processes
Capacity and availability management only
Incident and problem management only
Change management, and release and deployment management onl
Which of the following statements about a standard change is INCORRECT?
A standard change is one for which the approach is pre-authorized by change management
Approval or authorization for each instance of a standard change will be granted by the nominated authority for that change
Standard changes are usually low risk and well-understood
Standard changes are only raised by incident management
Which of these statements about service desk staff is CORRECT?
The service desk staff require less training than other members of the IT department
Service desk staff should represent customer views during service level agreement (SLA) negotiations
Awareness of business priorities is essential for service desk staff to do their job well
Service desk staff should undertake root cause analysis of all calls they resolve
Which of the following statements about demand for IT services is CORRECT?
It is driven by patterns of business activity
It is impossible for demand to be predicted
It is impossible to influence demand patterns
It is driven by the delivery schedule generated by capacity management
Which of the following activities is carried out by facilities management?
The management of IT services that are viewed as "utilities", such as printers or network access
Advice and guidance to IT operations on methodology and tools for managing IT services
The management of the physical IT environment such as a data centre
The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure
Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance?
Capacity management
Supplier management
Technology management
Change management
Which of the following statements about the known error database (KEDB) is MOST correct?
The KEDB is the same database as the service knowledge management system (SKMS)
The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process
Care should be taken to avoid duplication of records in the KEDB. This can be done by giving as many technicians as possible access in order to create new records
Access to the KEDB should be limited to the service desk
Which of these statements about key performance indicators (KPIs) and metrics is/are CORRECT? (More than one may apply)
Service metrics measure the end-to-end service
Each KPI should relate to a critical success factor
Metrics can be used to identify improvement opportunities
KPIs can be both qualitative and quantitative
Which of the following maintains relationships between all service components?
The capacity plan
The definitive media library
The configuration management system
A service level agreement
Which of the following statements about a definitive media library (DML) are CORRECT? (More than may apply)
The DML can include a physical store
The DML holds definitive hardware spares
The DML includes master copies of controlled documentation
Which of the following statements is/are CORRECT?
Problem management can support the service desk by providing known errors to speed up incident resolution
Problem management is the only source of information to service level management about the impact of changes
A failure has occurred on a system and is detected by a monitoring tool. This system supports a live IT service. When should an incident be raised?
When users notice the failure
No incident should be raised if the technicians have seen this before and have a workaround
Only if the failure results in a service level being breached
Immediately, to limit or prevent impact on users
Where would you find the answer to a question about how IT resources and capabilities should be allocated across the service lifecycle?
Definitive media library
Service portfolio
Schedule of change
Performance review
Which activities does service asset and configuration management ensure are performed on configuration items (CIs)? (More than one may apply)
CIs are identified
Baselines of configuration are kept
Changes to CIs are controlled
Which of the following statements about processes is/are CORRECT?(More than one may apply)
All processes must have an owner
A process takes one or more inputs and turns them into defined outputs
Which of the following statements is CORRECT for ALL processes?
They define functions as part of their design
They should deliver value for stakeholders
They are carried out by an external service provider in support of a customer
They are units of organizations responsible for specific outcomes
Which process is responsible for packaging, building, testing and deployment of services?
Incident management
Release and deployment management
Service asset and configuration management
Service catalogue management
Which of the following is the BEST example of a workaround?
A technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied
A technician tries several approaches to solve an incident. One of them works, although the technician does not know why
After reporting the incident to the service desk, the user works on alternative tasks while the problem is identified and resolved
A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident
Which of the following areas would technology help to support?
Self-help
Reporting
Release and deployment
Process design
What are the four stages of the Deming Cycle?
Plan, Measure, Monitor, Report
Plan, Check, React, Implement
Plan, Do, Act, Audit
Plan, Do, Check, Act
Which two processes will negotiate and agree the necessary contracts for the provision of recovery capability to support all continuity plans?
Service level management and capacity management
Supplier management and service level management
IT service continuity management and service level management
IT service continuity management and supplier management
Which is the BEST definition of an incident model?
The template used to define the incident logging form for reporting incidents
A type of incident involving a standard (or model) type of configuration item (CI)
A set of pre-defined steps to be followed when dealing with a known type of incident
An incident that is easy to solve
What roles are defined in the RACI model?
Responsible, Accountable, Consulted, Informed
Responsible, Achievable, Consulted, Informed
Realistic, Accountable, Consulted, Informed
Responsible, Accountable, Corrected, Informed
In which phase of the service lifecycle is it decided what services should be offered and to whom they will be offered?
Continual service improvement
Service operation
Service design
Service strategy
Which of the following does continual service improvement (CSI) provide guidance on?
How to improve process efficiency and effectiveness
How to improve services
Improvement of all phases of the service lifecycle
Which of the following is a type of service level agreement (SLA) described in the ITIL service design publication?
Priority-based SLA
Technology-based SLA
Location-based SLA
Customer-based SLA
Which of the following is the BEST definition of an event?
An occurrence where a performance threshold has been exceeded and an agreed service level has been impacted upon
An occurrence that has significance for the management of an IT service
A known system defect that generates multiple incident reports
A planned meeting of customers and IT staff to announce a new service or improvement programme
Which service lifecycle phase is responsible for ensuring that measurement methods will provide the required metrics for new or changed services?
Service design
Service operation
Service strategy
Service delivery
Which of the following should be treated as an incident?
A user is unable to access a service during service hours
An authorized IT staff member is unable to access a service during service hours
A network segment fails and the user is not aware of any disruption to service
A user contacts the service desk about slow performance of an application
Which of the following statements about a change model is CORRECT?
A change process model should NOT be used for emergency changes
A change process model should be constructed when a significant change is required
A change process model predefines steps that should be taken to handle a change in an agreed way
Escalation procedures are outside the scope of a change process model
Which is the first activity of the continual service improvement (CSI) model/approach?
Understand the business vision and objectives
Carry out a baseline assessment to understand the current situation
Agree on priorities for improvement
Create and verify a plan
Which service operation processes are missing from the following list? 1) Incident Management 2) Problem Management 3) Access Management 4)_______ 5) _________
Event management and request fulfilment
Event management and service desk
Facilities management and event management
Change management and service level management
Which phase of the service lifecycle provides a framework for evaluating service capability and risk profile before and during service deployment?
Service strategy
Continual service improvement
Service transition
Service operation
Which of the following activities should a service owner undertake?
Representing a specific service across the organization
Updating the configuration management database (CMDB) after a change
Helping to identify service improvements
Representing a specific service in change advisory board (CAB) meetings
Which of the following is NOT a goal or objective of availability management?
To monitor and report availability of components
To ensure that service availability matches the agreed needs of the business
To assess the impact of changes on the availability plan
To ensure that business continuity plans are aligned to the business objectives
Which of the following is the CORRECT description of the Four Ps of service design?
A four-step process for the design of effective service management
A definition of the people and products required for successful design
A set of questions that should be asked when reviewing design specifications
The four major areas that need to be considered in the design of effective service management
Change management and release and deployment management are processes described within which phase of the service lifecycle?
Service operation Service operation
Service strategy
Service transition
Continual service improvement
Which of the following statements about supplier management is INCORRECT?
Supplier management negotiates operational level agreements (OLAs)
Supplier management ensures that suppliers meet business expectations
Supplier management maintains information in a supplier and contract database or supplier and contractor management information system
Supplier management negotiates external agreements to support the delivery of services
Which phase of the service lifecycle will identify, select and prioritize opportunities to deliver services?
Service strategy
Service transition
Service design
Service operation
Which of the following is MOST LIKELY to be managed as a service request using the request fulfilment process?
A user calls the service desk to order a toner cartridge
After a service review, a functionality change is required to an application
A change to the level of access on a global security profile
Updates to an element of the business continuity plan
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