Question 1

A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services (4) Plan technology refresh and software upgrades

Accepted Answer

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

Question 2

Which one of the following is NOT an objective of problem management?

Accepted Answer

A)  Minimizing the impact of incidents that cannot be prevented 
B)  Preventing problems and resulting incidents from happening 
C)  Eliminating recurring incidents 
D)  Restoring normal service operation as quickly as possible

Question 3

What are the two MAIN types of activity in problem management?

Accepted Answer

A)  Technical and service 
B)  Resource and proactive 
C)  Reactive and technical 
D)  Proactive and reactive

Question 4

Which of these statements about Service Desk staff is CORRECT?

Accepted Answer

A)  Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them 
B)  The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles 
C)  The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries 
D)  Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Question 5

Which of the following is NOT one of the five individual aspects of service design?

Accepted Answer

A)  The design of the service portfolio, including the service catalogue 
B)  The design of new or changed services 
C)  The design of market spaces 
D)  The design of the technology architectures

Question 6

Which model delivers a view of the services, assets and infrastructure?

Accepted Answer

A)  Incident Model 
B)  Problem Model 
C)  Configuration Model 
D)  Change Model

Question 7

In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

Accepted Answer

A)  Only manage Incidents effectively through 1st and 2nd line 
B)  Only manage Incidents effectively through the 1st line 
C)  Only manage Incidents effectively at the 3rd line 
D)  Manage Incidents effectively through 1st, 2nd and 3rd line

Question 8

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

Accepted Answer

A)  Services and Infrastructure 
B)  Applications and Infrastructure 
C)  Resources and Capabilities 
D)  Utility and Warranty

Question 9

Which of the following statements is CORRECT? (1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation (2) All of the phases of the lifecycle are concerned with the value of IT services

Accepted Answer

A)  Both of the above 
B)  Neither of the above 
C)  2 only 
D)  1 only

Question 10

Within service design, what is the key output handed over to service transition?

Accepted Answer

A)  Measurement, methods and metrics 
B)  Service design package 
C)  Service portfolio design 
D)  Process definitions

Question 11

Which statement about services is CORRECT?

Accepted Answer

A)  External services are provided to business units in the same organization 
B)  Internal services are provided by suppliers to the internal IT department 
C)  External services are delivered to external customers 
D)  Internal services are delivered to external customers

Question 12

In which of the following areas would ITIL complementary guidance provide assistance? 1. Adapting best practice for specific industry sectors
2) Integrating ITIL with other operating models

Accepted Answer

A)  Both of the above 
B)  Neither of the above 
C)  Option 1 only 
D)  Option 2 only

Question 13

What is a change of state that has significance for the management of a configuration item (CI) called?

Accepted Answer

A)  An event 
B)  A baseline 
C)  A change to a service level agreement 
D)  A request for change (RF
C)

Question 14

Which is NOT a service desk type described in the ITIL service operation guidance?

Accepted Answer

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

Question 15

A Service Level Agreement is?

Accepted Answer

A)  The part of a contract that specifies responsibilities of each party 
B)  An agreement between the Service Provider and their customer 
C)  An agreement between a Service Provider and an external supplier 
D)  An agreement between the Service Provider and an internal organization

Question 16

Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events
2) To restore normal service operation as quickly as possible
3) To minimize adverse impacts on business operations

Accepted Answer

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

Question 17

ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

Accepted Answer

A)  Service Units 
B)  Business Units 
C)  Service Providers 
D)  Customers

Question 18

Which of the following would be carried out as part of a post-project benefits review?

Accepted Answer

A)  An assessment of whether the project fulfilled its original objectives 
B)  A review of the performance of the project's products in operational use and identification of whether there have been any side-effects 
C)  An assessment of the project's risk management procedure 
D)  A review of the performance of the project management method and the project management team

Question 19

What are the categories of event described in the ITIL service operation book?

Accepted Answer

A)  Informational, scheduled, normal 
B)  Scheduled, unscheduled, emergency 
C)  Informational, warning, exception 
D)  Warning, reactive, proactive

Question 20

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Accepted Answer

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

Exam 2: ITIL Foundation