ITIL Foundation mock exam 2

1. Within Service Design, what is the key output handed over to Service Transition A) B) C) D) 2. Which of the following is concerned whit fairness and transparency? A) B) C) D) 3. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)? A) B) C) D) The SLA covers one service, for all customers of that service The SLA covers an individual customer group for all services they use An SLA that covers all customers for all services An SLA for a service with no customers Capacity Management Governance Service Design Service Level Management Measurement, methods and metrics Service Design Package Service Portfolio Design Process definitions

4. Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as a part of any number of other CIs at the same time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert A) B) C) D) 1 only 2 only Both of the above Neither of the above

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5. Access Management is closely related to which other process? A) B) C) D) Capacity Management only 3rd line support Information Security Management Change Management

6. Which of the following is a responsibility of Supplier Management? A) B) C) D) Development, negotiation and agreement of Service Level Agreements (SLAs) Development, negotiation and agreement of contracts Development, negotiation and agreement of the Service Portfolio Development, negotiation and agreement of Operational Level Agreement (OLAs)

7. Which of the following is the BEST description of a relationship in Service Asset and Configuration Management? A) B) C) D) Describes the topography of the hardware Describes how the Configuration Items (CIs) work to deliver the service Defines which software should be installed on a particular piece of hardware Defines how version numbers should be used in a release

8. What is a RACI model used for? A) B) C) D) Performance analysis Record Configuration Items Monitoring services Defining roles and responsibilities

9. Which of the following could BEST be described as A decision support and planning tool that projects the likely consequences of a business action? A) A problem model ITIL v3 Foundation test 2 Strona 2

B) A Service Improvement Plan (SIP) C) A Request for Change (RFC) D) A business case

10. Who is responsible for ensuring that Request Fulfilment process is being performed according to agreed and documented process? A) B) C) D) The IT Director The Process Owner The Service Owner The Customer

11. Which of the following is NOT an objective of Problem Management A) B) C) D) 12. Planning and managing the resources required to deploy a release into production is a purpose of which part of the Service Lifecycle? A) B) C) D) Service Operation Service Strategy Service Transition Continual Service Improvement Minimizing the impact of incidents that cannot be performed Preventing Problems and resulting incidents from happening Eliminating recurring incidents Restoring normal service operation as quickly as possible

13. Which areas of Service Management can benefit from automation? 1. 2. 3. 4. Design and Modelling Reporting Pattern Recognition and Analysis Detection and Monitoring

A) 1,2 and 3 only B) 1,3 and 4 only ITIL v3 Foundation test 2 Strona 3

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

14. Which of the following BEST describes a Problem? A) B) C) D) An Issue reported by a user The cause of two or more incidents A serious incident which has a critical impact to the business The cause of one or more incidents

15. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle? A) B) C) D) Service Strategy Service Transition Service Operation Continual Service Improvement

16. Which of these should a change model include? 1. 2. 3. 4. A) B) C) D) The steps that should be taken to handle the change Responsibilities: who should do what, including escalation Timescales and thresholds for completion of the actions Complaints procedures 1,2 and 3 only All of the above 1 and 2 only 2 and 4 only

17. What type of improvement should be achieved by using the Deming Cycle? A) Rapid, one-off improvement B) Return on investment within 12 months C) Quick wins ITIL v3 Foundation test 2 Strona 4

D) Steady, ongoing improvement

18. Which of the following activities are carried out in the Where do we want to be? step of the Continual Service Improvement (CSI) Model? A) B) C) D) Implementing service and process improvements Reviewing measurable improvements Creating a baseline Defining measureable targets

19. Who owns the specific costs and risks associated with providing a service? A) B) C) D) The Service Provider The Service Level Manager The Customer The Finance department

20. Which process is responsible for low risk, frequently occurring, low cost changes? A) B) C) D) Demand Management Incident Management Release and Deployment Management Request Fulfilment

21. What are the publications that provide guidance specific to industry sectors and organization types know as? A) B) C) D) The Service Strategy and Service Transition books The ITIL Complementary Guidance The Service Support and Service Delivery books Pocket Guides

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22. IT Service Continuity strategy should be based on: 1. 2. 3. 4. A) B) C) D) Design of the service metrics Business continuity strategy Business Impact Analysis Risk assessment 1,2 and 4 only 1,2 and 3 only 2,3 and 4 only 1,3 and 4 only

23. Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle? A) B) C) D) Service Operation Capacity Management Service Design Availability Management

24. What is the BEST description of an Operational Level Agreement (OLA)? A) An agreement between the service provider and another part of the same organization B) An agreement between the service provider and an external organization C) A document that describes to a customer how services will be operated on a day-by-day basis D) A document that describes business services to operational staff

25. Which of the following is the Goal of Service Level Management? A) B) C) D) To carry out the Service Operation activities needed to support current IT services To ensure that sufficient capacity is provided to deliver the agreed performance of service To create and populate a Service Catalogue To ensure that an agreed level of IT service is provided for all current IT services

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26. Availability Management is directly responsible for the availability of which of the following? A) B) C) D) IT Services and Components IT Services and Business Processes Components and Business Processes IT Services, Components and Business Processes

27. Which of the following can include steps that will help to resolve an Incident? 1. Incident model 2. Known Error Record A) B) C) D) 1 only 2 only Both o above Neither of above

28. Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained? A) B) C) D) Categorisation Diagnosis Prioritization Closure

29. Which stage of the Change Management process deals with what should be done if the change is unsuccessful? A) B) C) D) Remediation Planning Categorization Prioritization Review and Close

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30. Which of the following is MOST concerned with the design of new or changed services? A) B) C) D) 31. Which of the following functions would be responsible for management of a data centre? A) B) C) D) Technical Management Service Desk Applications Management Facilities Management Change Management Service Transition Service Strategy Service Design

32. Which of the following is an objective of Release and Deployment Management? A) To standardize methods and procedures used for efficient and prompt handling of all changes B) To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS) C) To ensure that overall business risk of changes is optimized D) To define and agree release and deployment plans with customers and stakeholders

33. Which of the following statements about processes is INCORRECT? A) B) C) D) They are units of organization They are measureable They deliver specific results They respond to specific events

34. Hierarchic escalation is best described as: A) Notifying more senior levels of management about an incident B) Passing an incident to people with greater level of technical skills

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C) Using more senior specialists than necessary to resolve an incident to maintain customer satisfaction D) Failing to meet the Incident resolution times specified in a Service Level Agreement

35. Which of the following are Service Desk organizational structures? 1. 2. 3. 4. A) B) C) D) Local Service Desk Virtual Service Desk IT Help Desk Follow the Sun 1,2 and 4 only 2,3 and 4 only 1,3 and 4 only 1,2 and 3 only

36. Which of the following do Technology metrics measure? A) B) C) D) Components Processes The end to end service Customer satisfaction

37. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? A) Yes for ease of management a known error record can be created at any time it is prudent to do so B) No a known error record must be only be created after a workaround has been found C) No a known error record is created when the original incident is raised D) No a known error record should be created with next release of the service

38. Which of the following Availability Management activities are considered to be proactive as opposed to reactive? ITIL v3 Foundation test 2 Strona 9

1. Risk assessment 2. Testing of resilience mechanisms A) B) C) D) None of the above Both of the above 1 only 2 only

39. Which of the following is NOT one of the five individual aspects of Service Design? A) B) C) D) The design of Service Portfolio, including Service Catalogue The design of new or changed service The design of Market Space The design of the technology architectures

40. Which process would you MOST expect to be involved in the management of Underpinning Contracts? A) B) C) D) Change Management Service Catalogue Management Supplier Management Release and Deployment Management

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