Question 1

Which of the following defines the level of protection in Information Security Management?

Accepted Answer

A)  The IT Executive 
B)  The ISO27001 Standard 
C)  The Business 
D)  The Service Level Manager 
A)  The IT Executive 
B)  The ISO27001 Standard 
C)  The Business 
D)  The Service Level Manager

Question 2

Which of the following are basic concepts used in access management?

Accepted Answer

A)  Personnel, electronic, network, emergency, identity 
B)  Rights, access, identity, directory services, service/service components 
C)  Physical, personnel, network, emergency, service 
D)  Normal, temporary, emergency, personal, group 
A)  Personnel, electronic, network, emergency, identity 
B)  Rights, access, identity, directory services, service/service components 
C)  Physical, personnel, network, emergency, service 
D)  Normal, temporary, emergency, personal, group

Question 3

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency (4) ?

Accepted Answer

A)  Cost 
B)  Conformance 
C)  Compliance 
D)  Capacity 
A)  Cost 
B)  Conformance 
C)  Compliance 
D)  Capacity

Question 4

Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3) Improved success in implementing changes

Accepted Answer

A)  1 and 2 only 
B)  2 and 3 only 
C)  1 and 3 only 
D)  None of the above 
A)  1 and 2 only 
B)  2 and 3 only 
C)  1 and 3 only 
D)  None of the above

Question 5

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

Accepted Answer

A)  The process practitioner 
B)  The process owner 
C)  The service owner 
D)  The process manager 
A)  The process practitioner 
B)  The process owner 
C)  The service owner 
D)  The process manager

Question 6

Which one of the following activities is NOT part of the Deming Cycle?

Accepted Answer

A)  Act 
B)  Plan 
C)  Do 
D)  Co-ordinate 
A)  Act 
B)  Plan 
C)  Do 
D)  Co-ordinate

Question 7

The consideration of value creation is a principle of which stage of the service lifecycle?

Accepted Answer

A)  Continual service improvement 
B)  Service strategy 
C)  Service design 
D)  Service transition 
A)  Continual service improvement 
B)  Service strategy 
C)  Service design 
D)  Service transition

Question 8

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests
2) Providing first-line investigation and diagnosis
3) Restoring service
4) Implementing all standard changes

Accepted Answer

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

Question 9

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

Accepted Answer

A)  The utility of a service 
B)  The warranty of a service 
C)  The economic value of a service 
D)  Return on investment 
A)  The utility of a service 
B)  The warranty of a service 
C)  The economic value of a service 
D)  Return on investment

Question 10

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

Accepted Answer

A)  Roles 
B)  Inputs and outputs 
C)  Functions 
D)  Metrics 
A)  Roles 
B)  Inputs and outputs 
C)  Functions 
D)  Metrics

Question 11

What is used to control a process?

Accepted Answer

A)  Inputs 
B)  Functions 
C)  Objectives 
D)  Stakeholders 
A)  Inputs 
B)  Functions 
C)  Objectives 
D)  Stakeholders

Question 12

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to whom? (3) What are the Patterns of Business Activity (PBA)?

Accepted Answer

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

Question 13

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) ?

Accepted Answer

A)  What is the return on investment (ROI)? 
B)  How much did it cost? 
C)  How do we keep the momentum going? 
D)  What is the value on investment (VOI)? 
A)  What is the return on investment (ROI)? 
B)  How much did it cost? 
C)  How do we keep the momentum going? 
D)  What is the value on investment (VOI)?

Question 14

What BEST describes the value of continual service improvement to the business?

Accepted Answer

A)  It supports the creation of a portfolio of quantified services 
B)  It results in gradual improvement in cost effectiveness 
C)  It improves governance by building controls into service designs 
D)  It provides quick and effective access to standard services 
A)  It supports the creation of a portfolio of quantified services 
B)  It results in gradual improvement in cost effectiveness 
C)  It improves governance by building controls into service designs 
D)  It provides quick and effective access to standard services

Question 15

Can service operation improve efficiency in the business operation by automating common routines?

Accepted Answer

A)  No, automating common routines improves effectiveness but not efficiency 
B)  Yes, through automating common routines and introducing the service knowledge management System (SKMS) 
C)  Yes, through automating common routines, more productive work can be carried out 
D)  No, automating common routines only results in preventing common problems 
A)  No, automating common routines improves effectiveness but not efficiency 
B)  Yes, through automating common routines and introducing the service knowledge management System (SKMS) 
C)  Yes, through automating common routines, more productive work can be carried out 
D)  No, automating common routines only results in preventing common problems

Question 16

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

Accepted Answer

A)  Serviceability 
B)  Availability 
C)  Capacity 
D)  Continuity 
A)  Serviceability 
B)  Availability 
C)  Capacity 
D)  Continuity

Question 17

What should be documented as part of every process?

Accepted Answer

A)  The process owner, process policy and set of process activities 
B)  The service owner, service level agreement and set of process procedures 
C)  The policy owner, operational level agreement and set of process steps 
D)  The service manager, service contract and set of work instructions 
A)  The process owner, process policy and set of process activities 
B)  The service owner, service level agreement and set of process procedures 
C)  The policy owner, operational level agreement and set of process steps 
D)  The service manager, service contract and set of work instructions

Question 18

Where would you expect incident resolution targets to be documented?

Accepted Answer

A)  A service level agreement (SL
A)  
B)  A request for change (RF
C)  
C)  The service portfolio 
D)  A service description 
A)  A service level agreement (SL
A)  
B)  A request for change (RF
C)  
C)  The service portfolio 
D)  A service description

Question 19

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

Accepted Answer

A)  Testing the tool and training process managers on using the process 
B)  Development or purchase of tools and deployment of the tools 
C)  Training tool administrators how to manage tools and monitoring tool performance in operational environment 
D)  Development or purchase of tools and deployment of the process 
A)  Testing the tool and training process managers on using the process 
B)  Development or purchase of tools and deployment of the tools 
C)  Training tool administrators how to manage tools and monitoring tool performance in operational environment 
D)  Development or purchase of tools and deployment of the process

Question 20

Remediation planning is BEST described in which of the following ways?

Accepted Answer

A)  Planning how to recover the cost of a change 
B)  Planning the steps required to be taken if a change is unsuccessful 
C)  Planning how to compensate a user for a failed change 
D)  Planning how to advise the change requestor of a failed change 
A)  Planning how to recover the cost of a change 
B)  Planning the steps required to be taken if a change is unsuccessful 
C)  Planning how to compensate a user for a failed change 
D)  Planning how to advise the change requestor of a failed change

Which of the following defines the level of protection in Information Security Management?

Which of the following are basic concepts used in access management?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency (4) ?

Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3) Improved success in implementing changes

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

Which one of the following activities is NOT part of the Deming Cycle?

The consideration of value creation is a principle of which stage of the service lifecycle?

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2) Providing first-line investigation and diagnosis 3) Restoring service 4) Implementing all standard changes

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

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

What is used to control a process?

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to whom? (3) What are the Patterns of Business Activity (PBA)?

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) ?

What BEST describes the value of continual service improvement to the business?

Can service operation improve efficiency in the business operation by automating common routines?

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

What should be documented as part of every process?

Where would you expect incident resolution targets to be documented?

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

Remediation planning is BEST described in which of the following ways?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters

Exam 2: ITIL Foundation

Which of the following defines the level of protection in Information Security Management?

Which of the following are basic concepts used in access management?

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency (4) ?

Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3) Improved success in implementing changes

Which role is responsible for sponsoring, designing and change managing a process and its metrics?

Which one of the following activities is NOT part of the Deming Cycle?

The consideration of value creation is a principle of which stage of the service lifecycle?

Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2) Providing first-line investigation and diagnosis 3) Restoring service 4) Implementing all standard changes

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

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

What is used to control a process?

Which of the following questions does Service Strategy help answer with its guidance? (1) How do we prioritize investments across a portfolio? (2) What services to offer and to whom? (3) What are the Patterns of Business Activity (PBA)?

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) ?

What BEST describes the value of continual service improvement to the business?

Can service operation improve efficiency in the business operation by automating common routines?

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

What should be documented as part of every process?

Where would you expect incident resolution targets to be documented?

Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

Remediation planning is BEST described in which of the following ways?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters