ITIL Foundations Practice Exam

  1. Which of the following is NOT an example of Self-Help capabilities?

    A. Requirement to always call the service desk for service requests
    B. Menu-driven range of self help and service requests
    C. Web front-end
    D. A direct interface into the back end process handling software
    Requirement to always call the service desk for service requests
  2. What is a RACI model used for?

    A. Defining roles and responsibilities
    B. Monitoring services
    C. Performance analysis
    D. Recording Configuration Items
    Defining roles and responsibilities
  3. Which of the following statements is INCORRECT?

    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 ManagementDatabases (CMDB)
    D. The SKMS can include user skill levels
    The SKMS is part of the Configuration Management System (CMS)
  4. The group that authorizes changes that must be installed faster than the normal process is called the?

    A. Emergency CAB (ECAB).
    B. Urgent Change Authority (UCA)
    C. Urgent Change Board (UCB)
    D. CAB Emergency Committee (CAB/EC)
    Emergency CAB (ECAB)
  5. In which core publication can you find detailed descriptions of Service Level Management,Availability Management, Supplier Management and IT Service Continuity Management?

    A. Service Transition
    B. Service Design
    C. Service Strategy
    D. Service Operation
    Service Design
  6. Which of these statements about Service Desk staff is CORRECT?

    A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
    B. The Service Desk can often be used as a stepping stone for staff to move into other moretechnical or supervisory roles
    C. The Service Desk should try to have a high level of staff turnover as the training requirementsare low and this helps to minimize salaries
    D. Service Desk staff should be discouraged from applying for other roles as it is more costeffective to keep them in the role where they have been trained
    The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
  7. Service Assets are used to create value. Which of the following are the MAJOR types of Service
    Asset?

    A. Services and Infrastructure
    B. Applications and Infrastructure
    C. Resources and Capabilities
    D. Utility and Warranty
    Resources and Capabilities
  8. Which of the following is NOT one of the five individual aspects of Service Design?

    A. The design of the Service Portfolio, including the Service Catalogue
    B. The design of Market Spaces
    C. The design of new or changed services
    D. The design of the technology architecture and management systems
    The design of Market Spaces
  9. Which of the following is NOT the responsibility of the Service Catalogue Manager?

    A. Ensuring that all operational services are recorded in the Service Catalogue
    B. Ensuring that information in the Service Catalogue is accurate
    C. Ensuring that information in the Service Catalogue is consistent with information in the ServicePortfolio
    D. Ensuring that information within the Service Pipeline is accurate
    Ensuring that information within the Service Pipeline is accurate
  10. Which role would you MOST expect to be involved in the management of Underpinning Contracts?

    A. Service Catalogue Manager
    B. IT Designer/Architect
    C. Process Manager
    D. Supplier Manager
    Supplier Manager
  11. Exhibit: *missing*
    Which is the correct combination of Service Management terms across the Lifecycle?

    A. 1A, 2B, 3C, 4D
    B. 1C, 2D, 3A, 4B
    C. 1C, 2B, 3A, 4D
    D. 1B, 2C, 3D, 4A
    1C, 2B, 3A, 4D
  12. A plan for managing the end of a supplier contract should be created when?

    A. The contract is being negotiated
    B. The contract is about to be ended
    C. The Supplier Manager decides that there is a risk the contract might need to end soon
    D. The contract has been agreed
    The contract is being negotiated
  13. Which of the following sentences BEST describes a Standard Change?

    A. A change to the service provider's established policies and guidelines
    B. A pre-authorized change that has an accepted and established procedure
    C. A change that is made as the result of an audit
    D. A change that correctly follows the required change process
    A pre-authorized change that has an accepted and established procedure
  14. The BEST description of the purpose of Service Operation is?

    A. To decide how IT will engage with suppliers during the Service Management Lifecycle
    B. To proactively prevent all outages to IT Services
    C. To deliver and support IT Services at agreed levels to business users and customers
    D. To design and build processes that will meet business needs
    To deliver and support IT Services at agreed levels to business users and customers
  15. Which of the following models would be most useful in helping to define an organizationalstructure?

    A. Service Model
    B. Continual Service Improvement (CSI) Model
    C. RACI Model
    D. Plan, Do, Check, Act (PDCA) Model
    RACI Model
  16. The group that reviews Changes that must be installed faster than the normal Change process is called the:

    A. Technical Management (TM)
    B. Urgent Change Authority (UCA)
    C. Emergency Change Advisory Board (ECAB)
    D. Urgent Change Board (UCB):
    Emergency Change Advisory Board (ECAB)
  17. Which of the 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)?
    All of the above
  18. Effective release and deployment management enables the service provider to add value to thebusiness by?

    A. Ensuring that all assets are accounted for
    B. Ensures that the fastest servers are purchased
    C. Delivering change, faster and at optimum cost and minimized risk
    D. Verifying the accuracy of all items in the configuration management database
    Delivering change, faster and at optimum cost and minimized risk
  19. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

    A. Each stage should be carried out once in the order Plan-Do-Check-Act
    B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple timesto implement Continual Improvement
    C. There should be a single Plan and Do,then Check and Act should be carried out multiple timesto implement Continual Improvement
    D. The entire cycle should be repeated multiple times to implement Continual Improvement
    The entire cycle should be repeated multiple times to implement Continual Improvement
  20. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

    A. Service Strategy
    B. Service Design
    C. Service Operation
    D. Service Transition
    Service Operation
  21. Which of the following are responsibilities of a Service Level Manager?

    1) Agreeing targets in Service Level Agreements
    2) Designing the service so it can meet the targets
    3) Ensuring all needed contracts and agreements are in place
    • Agreeing targets in Service Level Agreements
    • Ensuring all needed contracts and agreements are in place
  22. Which of the following combinations covers all the roles in Service Asset and ConfigurationManagement?

    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; ChangeManager
    D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst;Configuration control board; CMS/tools Administrator; Financial Asset Manager
    Configuration Adminstrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
  23. 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:

    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
    Manage Incidents effectively through 1st, 2nd, and 3rd line
  24. Which of the following statements is CORRECT?

    A. The CMS is part of the Configuration Management Data Base (CMDB)
    B. The KEDB and the CMS form part of the larger SKMS
    C. The Service Knowledge Management System (SKMS) is part of the CMS
    D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
    The KEDB and the CMS form part of the larger SKMS
  25. The MAIN purpose of the Service Portfolio is to describe services in terms of?

    A. Business Value
    B. Functionality
    C. IT Assets
    D. Service Level Requirements of?
    Business Value
  26. Application Management plays a role in all applications. One of the key decisions to which theycontribute is?

    A. Whether to buy an application or build it
    B. Should application development beoutsourced
    C. Who the vendor of the storage devices will be
    D. Where the vendor of an application is located
    Whether to buy an application or build it
  27. What is the entry point or the first level of the V model?

    A. Service Solution
    B. Customer / Business Needs
    C. Service Release
    D. Service Requirements
    Customer/Business Needs
  28. Which of the following BEST describes a Service Desk?

    A. A process within Service Operation providing a single point of contact
    B. A dedicated number of staff answering questions from users
    C. A dedicated number of staff handling Incidents and service requests
    D. A dedicated number of staff handling service requests
    A dedicated number of staff handling Incidents and service requests
  29. Service Acceptance criteria are used to?

    A. Ensure the design stage of the Lifecycle
    B. Ensure Portfolio Management is in place
    C. Ensure delivery and support of a service
    D. Ensure service Key Performance Indicators (KPIs) are reported
    Ensure delivery and support of a service
  30. Contracts relating to an outsourced Data Centre would be managed by?

    A. Service Desk
    B. Facilities Management
    C. Technical Management
    D. IT Operations Control
    Facilities Management
  31. Exhibit:

    1. Local Service Desk
    2. Virtual Service Desk
    3. IT Help Desk
    4. Follow the Sun

    Which of the following are Service Desk organizational structures?
    • Local Service Desk
    • Virtual Service Desk
    • Follow the Sun
  32. "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?
    Functions and Processes
  33. Which of the following is NOT a valid objective of Request Fulfillment
Author
Anonymous
ID
322042
Card Set
ITIL Foundations Practice Exam
Description
Practice exam for ITIL Foundations 2011
Updated