Question 1

The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

Accepted Answer

A)  People, process, partners, performance 
B)  Performance, process, products, plans 
C)  People, process, products, partners 
D)  People, products, plans, partners 
A)  People, process, partners, performance 
B)  Performance, process, products, plans 
C)  People, process, products, partners 
D)  People, products, plans, partners

Question 2

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

Accepted Answer

A)  The Service Level Manager 
B)  The Configuration Manager 
C)  The Change Manager 
D)  The Information Security Manager 
A)  The Service Level Manager 
B)  The Configuration Manager 
C)  The Change Manager 
D)  The Information Security Manager

Question 3

What BEST describes the value of service operation to the business?

Accepted Answer

A)  It supports the creation of a portfolio of quantified services 
B)  It ensures IT services are continuously aligned to business requirements 
C)  It defines the control of service assets and configurations 
D)  It reduces the duration and frequency of service outages 
A)  It supports the creation of a portfolio of quantified services 
B)  It ensures IT services are continuously aligned to business requirements 
C)  It defines the control of service assets and configurations 
D)  It reduces the duration and frequency of service outages

Question 4

Which process will regularly anal0yse incident data to identify discernible trends?

Accepted Answer

A)  Service level management 
B)  Problem management 
C)  Change management 
D)  Event management 
A)  Service level management 
B)  Problem management 
C)  Change management 
D)  Event management

Question 5

Which process would maintain policies, standards and models for service transition activities and processes?

Accepted Answer

A)  Change management 
B)  Capacity management 
C)  Service transition planning and support 
D)  Release management 
A)  Change management 
B)  Capacity management 
C)  Service transition planning and support 
D)  Release management

Question 6

Which process is responsible for providing the rights to use an IT service?

Accepted Answer

A)  Incident management 
B)  Access management 
C)  Change management 
D)  Request fulfillment 
A)  Incident management 
B)  Access management 
C)  Change management 
D)  Request fulfillment

Question 7

The Supplier Management process includes: (1) Service Design activities, to ensure that contracts will be able to support the service requirements (2) Service Operation activities, to monitor and report supplier achievements (3) Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

Accepted Answer

A)  1 and 2 only 
B)  1 only 
C)  All of the above 
D)  1 and 3 only 
A)  1 and 2 only 
B)  1 only 
C)  All of the above 
D)  1 and 3 only

Question 8

What is a service delivered between two business units in the same organization known as?

Accepted Answer

A)  Strategic service 
B)  Delivered service 
C)  Internal service 
D)  External service 
A)  Strategic service 
B)  Delivered service 
C)  Internal service 
D)  External service

Question 9

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Accepted Answer

A)  Technical management 
B)  Emergency change advisory board 
C)  Urgent change board 
D)  Urgent change authority 
A)  Technical management 
B)  Emergency change advisory board 
C)  Urgent change board 
D)  Urgent change authority

Question 10

Which statements about best practice is MOST correct?

Accepted Answer

A)  Customers are a source of best practice and will advise service providers how it should be implemented 
B)  Internal experience is the only source of best practice because it is developed within the service provider 
C)  ITIL is a source of best practice and is validated across a wide set of environments and situations 
D)  Suppliers are a source of best practice and they will improve the services delivered by a service Provider 
A)  Customers are a source of best practice and will advise service providers how it should be implemented 
B)  Internal experience is the only source of best practice because it is developed within the service provider 
C)  ITIL is a source of best practice and is validated across a wide set of environments and situations 
D)  Suppliers are a source of best practice and they will improve the services delivered by a service Provider

Question 11

Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized
2) The risk is usually low and well understood
3) Details of the change will be recorded
4) Some standard changes will be triggered by the request fulfilment process

Accepted Answer

A)  1 only 
B)  2 and 3 only 
C)  1, 2 and 4 only 
D)  All of the above 
A)  1 only 
B)  2 and 3 only 
C)  1, 2 and 4 only 
D)  All of the above

Question 12

Which is an objective of the design coordination process?

Accepted Answer

A)  To produce service design packages and ensure they art handed over to service transition 
B)  To asses and evaluate all changes and their impact on service designs 
C)  To document the initial structure and relationship between services and customers 
D)  To gather and document new service level requirements from the customer 
A)  To produce service design packages and ensure they art handed over to service transition 
B)  To asses and evaluate all changes and their impact on service designs 
C)  To document the initial structure and relationship between services and customers 
D)  To gather and document new service level requirements from the customer

Question 13

In which of the following should details of a workaround be documented?

Accepted Answer

A)  The service level agreement (SL
A)  
B)  The problem record 
C)  The availability management information system 
D)  The IT service plan 
A)  The service level agreement (SL
A)  
B)  The problem record 
C)  The availability management information system 
D)  The IT service plan

Question 14

Which are phases of the release and deployment process? 1. Release build and test
2) Review and close
3) Categorize and record
4) Change authorization and schedule

Accepted Answer

A)  1 and 2 
B)  1 and 3 
C)  2 and 4 
D)  3 and 4 
A)  1 and 2 
B)  1 and 3 
C)  2 and 4 
D)  3 and 4

Question 15

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Accepted Answer

A)  Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator 
B)  Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator 
C)  Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager 
D)  Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager 
A)  Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator 
B)  Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator 
C)  Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager 
D)  Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

Question 16

Which of the following do Service Metrics measure?

Accepted Answer

A)  Processes and functions 
B)  Maturity and cost 
C)  The end to end service 
D)  Infrastructure availability 
A)  Processes and functions 
B)  Maturity and cost 
C)  The end to end service 
D)  Infrastructure availability

Question 17

Which of the following are types of service defined in ITIL? 1. Core
2) Enabling
3) Special

Accepted Answer

A)  1 and 3only 
B)  All of the above 
C)  1 and 2 only 
D)  2 and 3 only 
A)  1 and 3only 
B)  All of the above 
C)  1 and 2 only 
D)  2 and 3 only

Question 18

Which one of the following are the two primary elements that create value for customers?

Accepted Answer

A)  Value on investment (VOI) and return on investment (ROI) 
B)  Customer and user satisfaction 
C)  Service requirements and warranty 
D)  Resources and capabilities 
A)  Value on investment (VOI) and return on investment (ROI) 
B)  Customer and user satisfaction 
C)  Service requirements and warranty 
D)  Resources and capabilities

Question 19

Which statement about service review meetings is FALSE?

Accepted Answer

A)  Actions from service review meetings should only be assigned to the service provider 
B)  Meetings should be held on a regular basis to review service achievement 
C)  Issues for the upcoming period should be discussed at the meetings 
D)  Progress and success of the service improvement program (SIP) should be reviewed 
A)  Actions from service review meetings should only be assigned to the service provider 
B)  Meetings should be held on a regular basis to review service achievement 
C)  Issues for the upcoming period should be discussed at the meetings 
D)  Progress and success of the service improvement program (SIP) should be reviewed

Question 20

A single Release unit, or a structured set of Release units can be defined within:

Accepted Answer

A)  The RACI Model 
B)  A Release Package 
C)  A Request Model 
D)  The Plan, Do, Check, Act (PDC
A)  cycle 
A)  The RACI Model 
B)  A Release Package 
C)  A Request Model 
D)  The Plan, Do, Check, Act (PDC
A)  cycle

The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

What BEST describes the value of service operation to the business?

Which process will regularly anal0yse incident data to identify discernible trends?

Which process would maintain policies, standards and models for service transition activities and processes?

Which process is responsible for providing the rights to use an IT service?

What is a service delivered between two business units in the same organization known as?

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which statements about best practice is MOST correct?

Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2) The risk is usually low and well understood 3) Details of the change will be recorded 4) Some standard changes will be triggered by the request fulfilment process

Which is an objective of the design coordination process?

In which of the following should details of a workaround be documented?

Which are phases of the release and deployment process? 1. Release build and test 2) Review and close 3) Categorize and record 4) Change authorization and schedule

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Which of the following do Service Metrics measure?

Which of the following are types of service defined in ITIL? 1. Core 2) Enabling 3) Special

Which one of the following are the two primary elements that create value for customers?

Which statement about service review meetings is FALSE?

A single Release unit, or a structured set of Release units can be defined within:

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

The design of IT services requires the effective and efficient use of "the four PS". What are these four PS?

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

What BEST describes the value of service operation to the business?

Which process will regularly anal0yse incident data to identify discernible trends?

Which process would maintain policies, standards and models for service transition activities and processes?

Which process is responsible for providing the rights to use an IT service?

What is a service delivered between two business units in the same organization known as?

What is the name of the group that should review changes that must be implemented faster than the normal change process?

Which statements about best practice is MOST correct?

Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2) The risk is usually low and well understood 3) Details of the change will be recorded 4) Some standard changes will be triggered by the request fulfilment process

Which is an objective of the design coordination process?

In which of the following should details of a workaround be documented?

Which are phases of the release and deployment process? 1. Release build and test 2) Review and close 3) Categorize and record 4) Change authorization and schedule

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

Which of the following do Service Metrics measure?

Which of the following are types of service defined in ITIL? 1. Core 2) Enabling 3) Special

Which one of the following are the two primary elements that create value for customers?

Which statement about service review meetings is FALSE?

A single Release unit, or a structured set of Release units can be defined within:

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters