Question 1

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Accepted Answer

A)  Local 
B)  Centralized 
C)  Outsourced 
D)  Virtual 
A)  Local 
B)  Centralized 
C)  Outsourced 
D)  Virtual

Question 2

Which statement about Service Asset and Configuration Management (SACM) is FALSE?

Accepted Answer

A)  The scope of SACM includes management of the complete lifecycle of every configuration item (CI) 
B)  Configuration baselines and versions are produced by SACM 
C)  SACM maintains an accurate and complete configuration management system (CMS) 
D)  All changes to Cis are authorized by SACM 
A)  The scope of SACM includes management of the complete lifecycle of every configuration item (CI) 
B)  Configuration baselines and versions are produced by SACM 
C)  SACM maintains an accurate and complete configuration management system (CMS) 
D)  All changes to Cis are authorized by SACM

Question 3

Which describes a proactive trigger for problem management?

Accepted Answer

A)  Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident 
B)  Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist 
C)  Suspicion or detection of a cause of one or more incidents by the service desk 
D)  Trending of historical incident records to identify one or more underlying causes 
A)  Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident 
B)  Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist 
C)  Suspicion or detection of a cause of one or more incidents by the service desk 
D)  Trending of historical incident records to identify one or more underlying causes

Question 4

Which one of the following functions would be responsible for the management of a data centre?

Accepted Answer

A)  Technical management 
B)  Service desk 
C)  Application management 
D)  Facilities management 
A)  Technical management 
B)  Service desk 
C)  Application management 
D)  Facilities management

Question 5

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Accepted Answer

A)  Change management 
B)  IT service continuity management 
C)  Financial management for IT services 
D)  Service catalog management 
A)  Change management 
B)  IT service continuity management 
C)  Financial management for IT services 
D)  Service catalog management

Question 6

Which of the following activities are performed by a 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 7

The MAIN purpose of the Service Portfolio is to describe services in terms of?

Accepted Answer

A)  Business Value 
B)  Functionality 
C)  IT Assets 
D)  Service Level Requirements 
A)  Business Value 
B)  Functionality 
C)  IT Assets 
D)  Service Level Requirements

Question 8

Which one of the following is the BEST description of a major incident?

Accepted Answer

A)  An incident which is so complex that it requires root cause analysis before a workaround can be found 
B)  An incident which requires a large number of people to resolve 
C)  An incident logged by a senior manager 
D)  An incident which has a high priority or a high impact on the business 
A)  An incident which is so complex that it requires root cause analysis before a workaround can be found 
B)  An incident which requires a large number of people to resolve 
C)  An incident logged by a senior manager 
D)  An incident which has a high priority or a high impact on the business

Question 9

Which of the following is concerned with fairness and transparency?

Accepted Answer

A)  Capacity management 
B)  Governance 
C)  Service design 
D)  Service level management 
A)  Capacity management 
B)  Governance 
C)  Service design 
D)  Service level management

Question 10

Which of the following is an example of self-help capabilities?

Accepted Answer

A)  Menu-driven range of facilities used to access service requests 
B)  Calls to the service desk to register standard changes 
C)  A software update downloaded automatically to all laptops in an organization 
D)  Software to allow programmers to debug code 
A)  Menu-driven range of facilities used to access service requests 
B)  Calls to the service desk to register standard changes 
C)  A software update downloaded automatically to all laptops in an organization 
D)  Software to allow programmers to debug code

Question 11

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

Accepted Answer

A)  Service Portfolio Management 
B)  Service Level Management 
C)  Component Capacity Management 
D)  Demand Management 
A)  Service Portfolio Management 
B)  Service Level Management 
C)  Component Capacity Management 
D)  Demand Management

Question 12

Why is ITIL successful?

Accepted Answer

A)  It always guarantees cost savings 
B)  Its practices are applicable to any IT organization 
C)  It makes technology architecture easy to design 
D)  It can be fully implemented in 30 days 
A)  It always guarantees cost savings 
B)  Its practices are applicable to any IT organization 
C)  It makes technology architecture easy to design 
D)  It can be fully implemented in 30 days

Question 13

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room
2) Applications
3) Power and cooling equipment
4) Recovery sites

Accepted Answer

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

Question 14

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Accepted Answer

A)  The change authorization board 
B)  The change advisory board 
C)  The change implementer 
D)  The change manager 
A)  The change authorization board 
B)  The change advisory board 
C)  The change implementer 
D)  The change manager

Question 15

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Accepted Answer

A)  Only changes that introduce new services are included 
B)  All changes are mandated to be included 
C)  Only changes to business critical systems are included 
D)  Any changes that would benefit the organization are included 
A)  Only changes that introduce new services are included 
B)  All changes are mandated to be included 
C)  Only changes to business critical systems are included 
D)  Any changes that would benefit the organization are included

Question 16

Which of the following statements is INCORRECT?

Accepted Answer

A)  The SKMS is part of the Configuration Management System (CMS) 
B)  The SKMS can include data on the performance of the organization 
C)  The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMD
B)  
D)  The SKMS can include user skill levels 
A)  The SKMS is part of the Configuration Management System (CMS) 
B)  The SKMS can include data on the performance of the organization 
C)  The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMD
B)  
D)  The SKMS can include user skill levels

Question 17

Which one of the following is an objective of service transition?

Accepted Answer

A)  To negotiate service levels for new services 
B)  To ensure that service changes create the expected business value 
C)  To minimize the impact of service outages on day-to-day business activities 
D)  To plan and manage entries in the service catalogue 
A)  To negotiate service levels for new services 
B)  To ensure that service changes create the expected business value 
C)  To minimize the impact of service outages on day-to-day business activities 
D)  To plan and manage entries in the service catalogue

Question 18

Which two elements of financial management for IT services are mandatory?

Accepted Answer

A)  Budgeting and charging 
B)  Accounting and charging 
C)  Budgeting and accounting 
D)  Costing and charging 
A)  Budgeting and charging 
B)  Accounting and charging 
C)  Budgeting and accounting 
D)  Costing and charging

Question 19

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

Accepted Answer

A)  Business Objectives, IT Objectives, Process Metrics 
B)  Process Models, Goals and Objectives 
C)  Vision and Strategy, Tactical Goals and Operational Goals 
D)  Business and IT Strategy and Process Definitions 
A)  Business Objectives, IT Objectives, Process Metrics 
B)  Process Models, Goals and Objectives 
C)  Vision and Strategy, Tactical Goals and Operational Goals 
D)  Business and IT Strategy and Process Definitions

Question 20

Which one of the following is the BEST description of a relationship in service asset and configuration management?

Accepted Answer

A)  Describes the topography of the hardware 
B)  Describes how the configuration items (CIs) work together to deliver the services 
C)  Defines which software should be installed on a particular piece of hardware 
D)  Defines how version numbers should be used in a release 
A)  Describes the topography of the hardware 
B)  Describes how the configuration items (CIs) work together to deliver the services 
C)  Defines which software should be installed on a particular piece of hardware 
D)  Defines how version numbers should be used in a release

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Which statement about Service Asset and Configuration Management (SACM) is FALSE?

Which describes a proactive trigger for problem management?

Which one of the following functions would be responsible for the management of a data centre?

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Which of the following activities are performed by a 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 MAIN purpose of the Service Portfolio is to describe services in terms of?

Which one of the following is the BEST description of a major incident?

Which of the following is concerned with fairness and transparency?

Which of the following is an example of self-help capabilities?

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

Why is ITIL successful?

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2) Applications 3) Power and cooling equipment 4) Recovery sites

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which of the following statements is INCORRECT?

Which one of the following is an objective of service transition?

Which two elements of financial management for IT services are mandatory?

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

Which one of the following is the BEST description of a relationship in service asset and configuration management?

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 is NOT a structure of service desk that is described in the ITIL service operation guidance?

Which statement about Service Asset and Configuration Management (SACM) is FALSE?

Which describes a proactive trigger for problem management?

Which one of the following functions would be responsible for the management of a data centre?

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Which of the following activities are performed by a 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 MAIN purpose of the Service Portfolio is to describe services in terms of?

Which one of the following is the BEST description of a major incident?

Which of the following is concerned with fairness and transparency?

Which of the following is an example of self-help capabilities?

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

Why is ITIL successful?

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room 2) Applications 3) Power and cooling equipment 4) Recovery sites

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

Which of the following statements MOST correctly identifies the scope of design coordination activities?

Which of the following statements is INCORRECT?

Which one of the following is an objective of service transition?

Which two elements of financial management for IT services are mandatory?

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

Which one of the following is the BEST description of a relationship in service asset and configuration management?

ITIL Practitioner

ITIL 4 Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters