03 November, 2019

The ITIL Foundation - 2011 ITILF2011 Discount Pack

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Total 424 questions Full Exam Access

Question 1

Why is it important for service providers to understand patterns of business activity (PBA)?

PBA are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

Question 2

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

RACI model

Incident model

Continual service improvement (CSI) approach

The Deming Cycle

Question 3

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

Act

Plan

Coordinate

Question 4

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Local

Centralized

Outsourced

Virtual

Question 5

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Event management, incident management, problem management, request fulfillment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfillment, and event management

Incident management, service desk, request fulfillment, access management, and event management

Question 6

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

People, Process, Partners, Suppliers

People, Process, Products, Technology

People, Process, Products, Partners

People, Products, Technology, Partners

Question 7

Which of the following is the BEST reason for categorizing incidents?

To establish trends for use in problem management and other IT service management (ITSM) activities

To ensure service levels are met and breaches of agreements are avoided

To enable the incident management database to be partitioned for greater efficiency

To identify whether the user is entitled to log an incident for this particular service

Question 8

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

1 and 2 only

2 and 3 only

1 and 3 only

None of the above

Question 9

What is the Service Pipeline?

All services that are at a conceptual or development stage

All services except those that have been retired

All services that are contained within the Service Level Agreement (SLA)

All complex multi-user services

Question 10

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

The IT Executive

The ISO27001 Standard

The Business

The Service Level Manager

Question 11

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems
2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

1 and 2 only

All of the above

1, 2 and 4 only

1, 3 and 4 only

Question 12

Which of the following activities is NOT a part of the Derning Cycle?

Act

Plan

Co-ordinate

Question 13

Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities
2) Template release and deployment
3) Supporting systems, tools and procedures.
4) Handover activities and responsibilities

1, 2 and 3 onl

2, 3 and 4 onl

All of the above

1 and 4 onl

Question 14

Which of the following is NOT an aim of the Change Management process?

Overall business risk is optimized

Standardized methods and procedures are used for efficient and prompt handling of all Changes

All budgets and expenditures are accounted for

All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

Question 15

Which role is accountable for a specific service within an organization?

The Service Level Manager

The Business Relationship Manager

The Service Owner

The Service Continuity Manager

Question 16

Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives.
2) Identify and manage risk.
3) Design effective and efficient processes
4) Design a secure and resilient IT infrastructure.

1 Only

2 and 3 onl

1, 2 and 4 onl

All of the above

Question 17

Which of the following CANNOT be provided by a tool?

Knowledge

Information

Wisdom

Data

Question 18

Which one of the following generates demand for services?

Infrastructure trends

Patterns of business activity (PBA)

Cost of providing support

Service level agreements (SLA)

Question 19

Which of the following should NOT be a concern of Risk Management?

To ensure that the organization can continue to operate in the event of a major disruption or disaster

To ensure that the workplace is a safe environment for its employees and customers

To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss

To ensure only the change requests with mitigated risks are approved for implementation

Question 20

Which of these statements about Service Desk staff is CORRECT?

Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

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

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 21

Which of the following statements is INCORRECT?

The SKMS is part of the Configuration Management System (CMS)

The SKMS can include data on the performance of the organization

The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

The SKMS can include user skill levels

Question 22

Which of the following should IT service continuity strategy be based on?
1: Design of the service metrics
2: Business continuity strategy
3: Business impact analysis (BIA)
4: Risk assessment

1, 2 and 4 only

1, 2 and 3 only

2, 3 and 4 only

1, 3 and 4 only

Question 23

Which statement BEST represents the guidance on incident logging?

Incidents must only be logged if a resolution is not immediately available

Only incidents reported to the service desk can be logged

All incidents must be fully logged

The service desk decide which incidents to log

Question 24

How does Problem Management work with Change Management?

By installing changes to fix problems

By negotiating with Incident Management for changes in IT for Problem resolution

By issuing RFCs for permanent solutions

By working with users to change their IT configurations

Question 25

Which one of the following is NOT the responsibility of service catalogue management?

Ensuring that information in the service catalogue is accurate

Ensuring that service level agreements are maintained

Ensuring that information in the service catalogue is consistent with information in the service portfolio

Ensuring that all operational services are recorded in the service catalogue

Question 26

What is the BEST description of an operational level agreement (OLA)?

An agreement between the service provider and another part of the same organization

An agreement between the service provider and an external organization

A document that describes to a customer how services will be operated on a day-to-day basis

A document that describes business services to operational staff

Question 27

Which of the following statements about processes is INCORRECT?

The output from a process has to conform to operational norms derived from business objectives

The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

The objective of any IT process should be expressed in terms of business benefits and goals

A process may define policies, standards and guidelines

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Total 424 questions Full Exam Access