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Exam A QUESTION 1 Which role is responsible for carrying out the activities of a process? A. B. C. D.

Process owner Change manager Service manager Process practitioner

Correct Answer: D Section: (none) Explanation Explanation/Reference: A process practitioner is responsible for carrying out one or more process activities. Service Transition 2011 Edition page 226. QUESTION 2 Which process or function is responsible for monitoring activities and events in the IT infrastructure? A. B. C. D. Service level management IT operations management Capacity management Incident management

Correct Answer: B Section: (none) Explanation Explanation/Reference: IT operations management has two sub-functions that are unique and are generally organizationally distinct. These are: Facilities management; ... IT operations control; This is generally staffed by shifts of operators which ensures that routine operational tasks are carried out. IT operations control will also provide centralized monitoring and control activities, usually using an operations bridge or network operations centre. ----------------IT operations control oversees the execution and monitoring of operational activities and events in the IT infrastructure. Service Operation 2011 Edition pages 38, 176. QUESTION 3 Which of the following options is a hierarchy that is used in knowledge management? A. B. C. D. Wisdom - Information - Data - Knowledge Data - Information - Knowledge - Wisdom Knowledge - Wisdom - Information - Data Information - Data - Knowledge - Wisdom

Correct Answer: B Section: (none) Explanation Explanation/Reference: Knowledge management is typically displayed within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW) structure. Service Transition 2011 Edition page 183. QUESTION 4 At which stage of the service lifecycle should the processes necessary to operate a new service be defined? A. Service design: Design the processes B. Service strategy: Develop the offerings C. Service transition: Plan and prepare for deployment

D. Service operation: IT operations management Correct Answer: A Section: (none) Explanation Explanation/Reference: The service design processes are principally responsible for providing key information for the design of new or changed service solutions.

Service Design 2011 Edition page 99. QUESTION 5 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A. B. C. D.

Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented Public frameworks are always cheaper to adopt Public frameworks are prescriptive and tell you exactly what to do Proprietary knowledge has been tested in a wide range of environments

Correct Answer: A Section: (none) Explanation Explanation/Reference: Public frameworks and standards are attractive when compared with proprietary knowledge for the following reasons: Proprietary knowledge is deeply embedded in organizations and therefore difficult to adopt, replicate or even transfer with the cooperation of th owners. Such knowledge is often in the the form of tacit knowledge which is inextricable and poorly documented. ... Service Strategy 2011 Edition page 19. QUESTION 6 Which of the following is an objective of business relationship management? A. B. C. D. To identify patterns of business activity To ensure high levels of customer satisfaction To secure funding to manage the provision of services To ensure strategic plans for IT services exist

Correct Answer: B Section: (none) Explanation Explanation/Reference: The purpose of the business relationship management process is two-fold: .... Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer's requirements. ... Service Strategy 2011 Edition page 256. QUESTION 7 The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? A. B. C. D. People, process, partners, performance Performance, process, products, plans People, process, products, partners People, products, plans, partners

Correct Answer: C Section: (none) Explanation Explanation/Reference: The information security management system (ISMS) provides a basis for the development of a cost-effective information security programme that supports the business objectives. It will involve the four P's of people, process, products (technology) and partners (suppliers) to ensure high levels of security are in place wherever it is appropriate. Service Design 2011 Edition page 199. QUESTION 8 Which of the following BEST describes service strategies value to the business? A. B. C. D. Allows higher volumes of successful change Reduction in unplanned costs through optimized handling of service outages Reduction in the duration and frequency of service outages Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Correct Answer: D Section: (none)

Explanation Explanation/Reference: Customers continually seek to improve their business models and strategies. They want solutions that break through performance barriers - and achieve higher quality of outcomes in business processes with little or no increase in cost. such solutions are usually made available through innovative products and services. If such solutions are not available within a customer's existing span of control, service contracts or value network, they are compelled to look elsewhere. Service providers should not take for granted their position and role within their customer's plans even though they have advantage of being incumbents. The value of services from a customer's perspective may change over time due to conditions, events and factors outside a providers control. A strategic view of service management means a carefully considered approach to the relationships with customers and a state of readiness in dealing with the uncertainties in the value that defines that relationship. Service Strategy 2011 Edition page 36. QUESTION 9 Which two processes will contribute MOST to enabling effective problem detection? A. B. C. D. Incident and financial management Change and release and deployment management Incident and event management Knowledge and service level management

Correct Answer: C Section: (none) Explanation Explanation/Reference: ITIL defines a 'problem' as the underlying cause of one or more incidents. Although incident and problem management are sperate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. This will ensure effective communication when dealing with related incidents and problems. Event management provides mechanisms for early detection of incidents. Service Operations 2011 Edition pages 59, 97. QUESTION 10 Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? A. B. C. D. Change proposal Change policy Service request Risk register

Correct Answer: A Section: (none) Explanation Explanation/Reference: Major changes that involve significant cost, risk or organizational impact will usually be initiated through the service portfolio management process. Before the new or changed service is chartered it is important that the change is reviewed for its potential impact on the services, on shared resources, and on the change schedule. Change proposals are submitted to change management before chartering new or changed services in order to ensure that potential conflicts for resources or other issues are identified. Service Transition 2011 Edition page 67. QUESTION 11 Which of the following should be documented in an incident model? 1.Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident A. 1 only B. 2 only C. Both of the above

D. Neither of the above Correct Answer: B Section: (none) Explanation Explanation/Reference: The incident model should include: The steps that should be taken to handle the incident. The chronological order these steps should be taken in, with any dependencies or co-processing defined. ... Service Operation 2011 Edition page 75. QUESTION 12 Why is it important for service providers to understand patterns of business activity (PBA)? A. B. C. D. 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

Correct Answer: C Section: (none) Explanation Explanation/Reference: Business processes are the primary source of demand for services. Patterns of business activity (PBA) influence the demand patterns seen by the service providers. It is very important to study the customer's business to identify, analyse and classify such patterns to provide sufficient basis for capacity management. Service Strategy 2011 Edition page 251. QUESTION 13 Which one of the following would NOT be defined as part of every process? A. B. C. D. Roles Inputs and outputs Functions Metrics

Correct Answer: C Section: (none) Explanation Explanation/Reference: Process: A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. The four key characteristics of a process are: 1. 2. 3. 4. Measurability Specific results Customers Responsiveness to specific triggers

Function: A team or group of people and the tools or other resources they use to carry out one or more processes or activities for example, the service desk. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 22. QUESTION 14 Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? A. B. C. D. Service level management Service catalogue management Demand management Service transition

Correct Answer: B Section: (none) Explanation Explanation/Reference: The purpose of the service catalogue management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. Service Design 2011 Edition page 97. QUESTION 15 A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them? A. B. C. D. Be accountable for the outcome of an activity Perform an activity Be kept up-to-date on the progress of an activity Manage an activity

Correct Answer: C Section: (none) Explanation Explanation/Reference: RACI is an acronym for the four main roles of being: Responsible: The person or people responsible for correct execution for getting the job done. Accountable: The person who has ownership of quality and the end result. Only one person can be accountable for each task. Consulted: The people who are consulted and whose opinions are sought. They have involvement through input of knowledge and information. Informed: The people who are kept up to date on progress. They receive information about process execution and quality. Service Design 2011 Edition page 65. QUESTION 16 Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in A. B. C. D. 1, 2 and 3 only 1 and 2 only 1, 2 and 4 only All of the above

Correct Answer: A Section: (none) Explanation Explanation/Reference: The key activities within the SLM process should include: Determining, negotiating, documenting and agreeing requirements for new or changed services in SLRs, and managing and reviewing them through the service lifecycle into SLAs for operational services. Monitoring and measuring service performance achievements of all operational services against targets within SLAs. Producing service reports. Conducting service reviews, identifying improvement opportunities for inclusion in CSI register, and managing appropriate SIPs. Collating, measuring and improving customer satisfaction, in cooperation with business relationship management. ... Service Design 2011 Edition page 109. QUESTION 17 Which one of the following do technology metrics measure? A. Components B. Processes C. The end-to-end service

D. Customer satisfaction Correct Answer: A Section: (none) Explanation Explanation/Reference: Technology metrics: These metrics are often associated with component and application-based metrics such as performance, availability etc. Continual Service Improvement 2011 Edition page 91. QUESTION 18 Which process includes business, service and component sub-processes? A. B. C. D. Capacity management Incident management Service level management Financial management

Correct Answer: A Section: (none) Explanation Explanation/Reference: Capacity management is an extremely technical, complex and demanding process, and in order to achieve results, it requires three supporting sub-processes: Business capacity management. Service capacity management. Component capacity management. Service Design 2011 Edition page 161. QUESTION 19 Which one of the following is NOT part of the service design stage of the service lifecycle? A. Designing and maintaining all necessary service transition packages B. Producing quality, secure and resilient designs for new or improved services C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced D. Measuring the effectiveness and efficiency of service design and the supporting processes Correct Answer: A Section: (none) Explanation Explanation/Reference: Service Design provides guidance for the design and development of services and service management practices, including design principles and methods for converting strategic objectives into portfolios of services and service assets. The scope of Service Design is not limited to new services, but includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, conformance to standards and regulations, and guidance on how to develop design capabilities for service management. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 35. QUESTION 20 What is the result of carrying out an activity, following a process or delivering an IT service known as? A. B. C. D. Outcome Incident Change Problem

Correct Answer: A Section: (none) Explanation

Explanation/Reference: Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. ITIL 2011 English Glossary v1.0 page 52. QUESTION 21 Which process is responsible for managing relationships with vendors? A. B. C. D. Change management Service portfolio management Supplier management Continual service improvement

Correct Answer: C Section: (none) Explanation Explanation/Reference: The main objectives of the supplier management process are to: Obtain value for money from suppliers and contracts. Ensure that contracts with suppliers are aligned to business needs, and support and align with agreed targets in SLRs and SLAs, in conjunction with SLM. Manage relationships with suppliers. ... Service Design 2011 Edition page 207. QUESTION 22 Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun A. B. C. D. 1, 2 and 4 only 2, 3 and 4 only 1, 3 and 4 only 1, 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: There are many wats of structuring service desks and locating them - and the correct solution will vary for different organizations. The primary options are: Local service desk. Centralized service desk. Virtual Service desk. Follow the sun. Specialized service desk groups. Service Operation 2011 Edition pages 158 to 162. QUESTION 23 What are the categories of event described in the UIL service operation book? A. B. C. D. Informational, scheduled, normal Scheduled, unscheduled, emergency Informational, warning, exception Warning, reactive, proactive

Correct Answer: C Section: (none) Explanation Explanation/Reference:

Every organization will have its own categorization of the significance of an event, but it is suggested that at least these three broad categories be represented: Informational. Warning. Exception. Service Operation 2011 Edition page 66. QUESTION 24 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. B. C. D. Employers Stakeholders Regulators Accreditors

Correct Answer: B Section: (none) Explanation Explanation/Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 25 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 A. B. C. D. 1 and 2 only 2 and 3 only 1 and 3 only All of the above

Correct Answer: B Section: (none) Explanation Explanation/Reference: The objectives of the incident management process are to: Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents. Increase visibility and communication of incidents to business and IT support staff. Enhance business perception of IT through use of professional approach in quickly resolving and communicating incidents when they occur. Align incident management activities and priorities with those of the business. Maintain user satisfaction with the quality of IT services. Service Operation 2011 Edition page 73. QUESTION 26 What is the name of the group that should review changes that must be implemented faster than the normal change process? A. B. C. D. Technical management Emergency change advisory board Urgent change board Urgent change authority

Correct Answer: B Section: (none) Explanation Explanation/Reference: emergency change advisory board (ECAB): A subgroup of the change advisory board that makes decisions about emergency

changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change. ITIL 2011 English Glossary v1.0 page 30. QUESTION 27 Which of the following is NOT an objective of service transition? A. B. C. D. To ensure that a service can be operated, managed and supported To provide training and certification in project management To provide quality knowledge and information about services and service assets To plan and manage the capacity and resource requirements to manage a release

Correct Answer: B Section: (none) Explanation Explanation/Reference: Training and certification in project management?! Seriously?? :) Service Transition 2011 Edition page 4. QUESTION 28 Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service A. B. C. D. 1 and 3 only All of the above 1 and 2 only 2 and 3 only

Correct Answer: B Section: (none) Explanation Explanation/Reference: The scope of service portfolio management is all services a service provider plans to deliver, those currently delivered and those that have been withdrawn from service. Service Strategy 2011 Edition page 171. QUESTION 29 The BEST description of an incident is: A. B. C. D. An unplanned disruption of service unless there is a backup to that service An unplanned interruption to service or a reduction in the quality of service Any disruption to service whether planned or unplanned Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Correct Answer: B Section: (none) Explanation Explanation/Reference: Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident for example, failure of one disk from a mirror set. ITIL 2011 English Glossary v1.0 page 37. QUESTION 30 Which one of the following is the CORRECT set of steps for the continual service improvement approach? A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Correct Answer: D Section: (none) Explanation Explanation/Reference:

Continual Service Improvement 2011 Edition page 35. QUESTION 31 When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found A. B. C. D. 2 only 1 only Neither of the above Both of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not yet be a permanent resolution), a known error record must be raised and placed in the KEDB so that if further incidents or problems arise, they can be identified and the service restored more quickly. In some cases it may be advantageous to raise a known error record even earlier in the overall process, even though the diagnosis may not be complete or a workaround found. This might be used for information purposes or to identify a root cause or workaround that appears to address the problem but hasnt been fully confirmed. Therefore, it is inadvisable to set a concrete procedural point for exactly when a known error record must be raised. It should be done as soon as it becomes useful to do so! Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 102. QUESTION 32 What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes? A. B. C. D. The change authorization board The change advisory board The change implementer The change manager

Correct Answer: B Section: (none) Explanation

Explanation/Reference: Change advisory board (CAB): A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: All areas within the IT service provider. The business. And third parties such as suppliers. ITIL 2011 English Glossary v1.0 page 15. QUESTION 33 Which process is responsible for discussing reports with customers showing whether services have met their targets? A. B. C. D. Continual service improvement Change management Service level management Availability management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service level management (SLM): The process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. ITIL 2011 English Glossary v1.0 page 69. QUESTION 34 What do customer perceptions and business outcomes help to define? A. B. C. D. The value of a service Governance Total cost of ownership (TCO) Key performance indicators (KPIs)

Correct Answer: A Section: (none) Explanation Explanation/Reference: Financial management provides the business and IT with quantification, in in financial terms, of the value of IT services, the value of the assets used to provide those serviecs, and the qualification of operational forecasting, Talking about IT in terms of services is a crucial aspect of changing the perception of IT and its value to the business. Service Strategy 2011 Edition page 200. QUESTION 35 Which of the following are basic concepts used in access management? A. B. C. D. Personnel, electronic, network, emergency, identity Rights, access, identity, directory services, service/service components Physical, personnel, network, emergency, service Normal, temporary, emergency, personal, group

Correct Answer: B Section: (none) Explanation Explanation/Reference: Access: Refers to the level and extent of a service's functionality or data that a user is entitled to use. Identify: Refers to the information about them that distinguishes them as an individual and which verifies their status within the organization. By definition, the identity of a user is unique to that user. Rights: (Also called privileges) refer to the actual settings whereby a user is provided access to a service or group of services. Typical rights, or levels of access, include read, write, execute, change, delete. Services or service groups: Most users do not use only one service, and users performing a similar set of activities will use a similar set of services. Instead of providing access to each service for each user separately, it is more efficient to be able to grant

each user - or group of users - access to the whole set of services that they are entitled to use at the same time. Directory services: Refer to specific types of tools that are used to manage access and rights. Service Operation 2011 Edition page 111. QUESTION 36 Which of these statements about resources and capabilities is CORRECT? A. B. C. D. Resources are types of service asset and capabilities are not Resources and capabilities are both types of service asset Capabilities are types of service asset and resources are not Neither capabilities nor resources are types of service asset

Correct Answer: B Section: (none) Explanation Explanation/Reference: Asset: Any resource or capability. Customer asset: Any resource or capability used by a customer to achieve a business outcome. Service asset: Any resource or capability used by a service provider to deliver services to a customer. Service Strategy 2011 Edition page 20. QUESTION 37 Within service design, what is the key output handed over to service transition? A. B. C. D. Measurement, methods and metrics Service design package Service portfolio design Process definitions

Correct Answer: B Section: (none) Explanation Explanation/Reference: A service is defined by a service design package (SPD), which is produced under the control of the service design coordination process. Service Transition 2011 Edition page 152. QUESTION 38 What should a service always deliver to customers? A. B. C. D. Applications Infrastructure Value Resources

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term service is sometimes used as a synonym for core service, IT service or service package. ITIL 2011 English Glossary v1.0 page 66. QUESTION 39 Which process is responsible for the availability, confidentiality and integrity of data? A. B. C. D. Service catalogue management Service asset and configuration management Change management Information security management

Correct Answer: D Section: (none) Explanation Explanation/Reference: Information security management (ISM): The process responsible for ensuring that the confidentiality, integrity and availability of an organizations assets, information, data and IT services match the agreed needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization. See also security management information system. ITIL 2011 English Glossary v1.0 page 38. QUESTION 40 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

Correct Answer: A Section: (none) Explanation Explanation/Reference: Availability management (AM): The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability. ITIL 2011 English Glossary v1.0 page 7. QUESTION 41 What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other? A. B. C. D. Configuration baseline Project baseline Change baseline Asset baseline

Correct Answer: A Section: (none) Explanation Explanation/Reference: A configuration baseline is the configuration of a service, product or infrastructure that has been formally reviewed and agreed, which thereafter serves as the basis for further activities and can be changed only through formal change procedures. Service Transition 2011 Edition page 96. QUESTION 42 Which of the following BEST describes the purpose of access management? A. B. C. D. To provide a channel for users to request and receive standard services Provides the rights for users to be able to use a service or group of services To prevent problems and resulting Incidents from happening To detect security events and make sense of them

Correct Answer: B Section: (none) Explanation Explanation/Reference: Access management: The process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management.

ITIL 2011 English Glossary v1.0 page 3. QUESTION 43 Which of the following are reasons why ITIL is successful? 1. ITIL is vendor neutral 2. It does not prescribe actions 3. ITIL represents best practice A. B. C. D. All of the above 1 and 3 only 1 and 2 only 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: The following list defines the key characteristics of ITIL that contribute to its global success: Vendor-neutral: Applicable in any IT organization as it is not based on any particular technology platform or industry type. Owned by the UK government and is not tied to any commercial proprietary practice or solution. Non-prescriptive: Offers robust, mature and time-tested practices with applicability to all types of service organization. Continues to be useful and relevant in public/private sectors, internal/external service providers, small, medium, large enterprises, any technical environment. Best practice: Represents the world's best-in-class service providers learning experiences and thought leadership. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 8. QUESTION 44 Which one of the following includes four stages called Plan, Do, Check and Act? A. B. C. D. The Deming Cycle The continual service improvement approach The seven-step improvement process The service lifecycle

Correct Answer: A Section: (none) Explanation Explanation/Reference: W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI. The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to prevent rolling backwards. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 122. QUESTION 45 The consideration of value creation is a principle of which stage of the service lifecycle? A. B. C. D. Continual service improvement Service strategy Service design Service transition

Correct Answer: B Section: (none) Explanation Explanation/Reference: ITSM must be carried out effectively and efficiently. Managing IT from the business perspective enables organizational high performance and value creation. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 18.

QUESTION 46 Which process is responsible for dealing with complaints, comments, and general enquiries from users? A. B. C. D. Service level management Service portfolio management Request fulfilment Demand management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Request fulfilment is the process responsible for managing the lifecycle of all service requests from the users. Service Operation 2011 Edition page 87. QUESTION 47 Which of the following BEST describes partners' in the phrase people, processes, products and partners"? A. B. C. D. Suppliers, manufacturers and vendors Customers Internal departments The facilities management function

Correct Answer: A Section: (none) Explanation Explanation/Reference: Many designs, plans and projects fail from lack of preparation and management; ITSM implementation requires preparing and planning the effective and efficient use of the four Ps: the people, the processes, the products (services, technology and tools) and partners (suppliers, manufacturers and vendors). Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 130. QUESTION 48 Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? A. B. C. D. The service level management The IT service continuity management The service catalogue management The supplier management

Correct Answer: D Section: (none) Explanation Explanation/Reference: Supplier Management Process Scope Implementation and enforcement of the supplier policy Maintenance of an SCMIS Supplier and contract categorization and risk assessment Supplier and contract evaluation and selection Development, negotiation and agreement of contracts Contract review, renewal and termination Management of suppliers and supplier performance Identification of improvement opportunities for inclusion in the CSI register, and the implementation of service and supplier improvement plans Maintenance of standard contracts, terms and conditions Management of contractual dispute resolution Management of sub-contracted suppliers Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 166. QUESTION 49 The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. B. C. D.

Data Information Knowledge Governance

Correct Answer: C Section: (none) Explanation Explanation/Reference: Knowledge Management is typically displayed within the Data-to-Information-to-Knowledge-to-Wisdom (DIKW) structure. Data discrete facts about Events Information comes from providing context to data Knowledge tacit experiences, ideas, insights, values, and judgments of individuals Wisdom the ultimate discernment of the material Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 196. QUESTION 50 Which one of the following contains information that is passed to service transition to enable the implementation of a new service? A. B. C. D. A service option A service transition package (STP) A service design package (SDP) A service charter

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service design package (SDP) - Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement. ITIL 2011 English Glossary v1.0 page 68. QUESTION 51 Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties A. B. C. D. 1 and 2 only 1 and 3 only 2 and 3 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: The contents of a basic underpinning contract or service agreement are: Basic terms and conditions: the term (duration) of the contract, the parties, locations, scope, definitions and commercial basis. Service description and scope: the functionality of the services being provided and its extent, along with constraints on the service delivery, such as performance, availability, capacity, technical interface and security. Service functionality may be explicitly defined, or in the case of well-established services, included by reference to other established documents, such as the service portfolio and the service catalogue. Service standards: the service measures and the minimum levels that constitute acceptable performance and quality for example, IT may have a performance requirement to respond to a request for a new desktop system in 24 hours, with acceptable service deemed to have occurred where this performance requirement is met in 95% of cases. Service levels must be realistic, measurable and aligned to the organizations business priorities and underpin the agreed targets within SLRs and SLAs. Workload ranges: the volume ranges within which service standards apply, or for which particular pricing regimes apply. Management information: the data that must be reported by the supplier on operational performance take care to ensure that management information is focused on the most important or headline reporting measures on which the relationship will be assessed. KPIs related to supplier CSFs and balanced scorecards may form the core of reported performance data. Responsibilities and dependencies: description of the obligations of the organization (in supporting the supplier in the service

delivery efforts) and of the supplier (in its provision of the service), including communication, contacts and escalation. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 74. QUESTION 52 Service transition contains detailed descriptions of which processes? A. B. C. D. Change management, service asset and configuration management, release and deployment management Change management, capacity management event management, service request management Service level management, service portfolio management, service asset and configuration management Service asset and configuration management, release and deployment management, request fulfillment

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service transition includes the following processes: Transition planning and support. Change management. Service asset and configuration management. Release and deployment management. Service validation and testing. Change evaluation, and knowledge management. ITIL 2011 English Glossary v1.0 page 74. QUESTION 53 Which statement should NOT be part of the value proposition for Service Design? A. B. C. D. Reduced total cost of ownership Improved quality of service Improved Service alignment with business goals Better balance of technical skills to support live services

Correct Answer: D Section: (none) Explanation Explanation/Reference: Adopting and implementing standard and consistent approaches of a service design will: Reduce total cost of ownership (TCO). Improve quality of service. Improve consistency of service. Ease implementation of new or changed services. Improve service alignment. Improve service performance. ... Service Design 2011 Edition page 5. QUESTION 54 Which process would be used to compare the value that newer services have offered over those they have replaced? A. B. C. D. Availability management Capacity management Service portfolio management Service catalogue management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service portfolio management evaluates the value of services throughout their lifecycles, and must be able to compare what newer services have offered over the retired services they have replaced. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 140.

QUESTION 55 Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above? A. B. C. D. Job descriptions Functions Teams Roles, people or groups

Correct Answer: D Section: (none) Explanation Explanation/Reference: Change advisory board (CAB): A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers. The change manager normally chairs the CAB; potential members include: Customer(s) User manager(s) ... A CAB is often the change authority for one or more change categories... Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 187. QUESTION 56 Hierarchic escalation is BEST described as? A. B. C. D. Notifying more senior levels of management about an incident Passing an incident to people with a greater level of technical skill Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction Failing to meet the incident resolution times specified in a service level agreement

Correct Answer: A Section: (none) Explanation Explanation/Reference: Hierarchic escalation: Informing or involving more senior levels of management to assist in an escalation. ITIL 2011 English Glossary v1.0 page 37. QUESTION 57 Which one of the following functions would be responsible for the management of a data centre? A. B. C. D. Technical management Service desk Application management Facilities management

Correct Answer: D Section: (none) Explanation Explanation/Reference: Facilities management refers to the management of the physical IT environment, typically a data center or computer rooms and recovery sites together with all the power and cooling equipment. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 242. QUESTION 58 Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. B. C. D.

RACI model Incident model Continual service improvement (CSI) approach The Deming Cycle

Correct Answer: A Section: (none) Explanation Explanation/Reference: RACI models help define roles and responsibilities in processes and activities and identify who will take on each role. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 250. QUESTION 59 Which process will regularly analyse incident data to identify discernible trends? A. B. C. D. Service level management Problem management Change management Event management

Correct Answer: B Section: (none) Explanation Explanation/Reference: Problem management - Scope Conducting periodic scheduled reviews of operational logs and maintenance records and event logs targeting patterns and trends of warning and exception events. Conducting brainstorming sessions to identify trends indicating underlying problems. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 218. QUESTION 60 Which is the correct definition of a customer facing service? A. B. C. D. One which directly supports the business processes of customers A service that cannot be allowed to fail One which is not covered by a service level agreement A service not directly used by the business

Correct Answer: A Section: (none) Explanation Explanation/Reference: A customer-facing IT service directly supports business processes of one or more customers and its service level targets should be defined in an SLA. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 10. QUESTION 61 Which one of the following is the BEST definition of the term service management? A. A set of specialized organizational capabilities for providing value to customers in the form of services B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose C. The management of functions within an organization to perform certain activities D. Units of organizations with roles to perform certain activities Correct Answer: A Section: (none) Explanation Explanation/Reference: Service management: A set of specialized organizational capabilities for providing value to customers in the form of services.

ITIL 2011 English Glossary v1.0 page 70. QUESTION 62 Which of the following is NOT a valid objective of problem management? A. B. C. D. To prevent problems and their resultant Incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents

Correct Answer: C Section: (none) Explanation Explanation/Reference: Problem Management Process objectives Prevent problems and resulting incidents from happening Eliminate recurring incidents Minimize the impact of incidents that cannot be prevented Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 218. QUESTION 63 Which one of the following is an objective of service catalogue management? A. B. C. D. Negotiating and agreeing service level agreement Negotiating and agreeing operational level agreements Ensuring that the service catalogue is made available to those approved to access it Only ensuring that adequate technical resources are available

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service Catalogue Management Process Objectives Manage the information contained within the service catalogue. Ensure that the service catalogue is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run, or being prepared to run, in the live environment, according to the defined policies. Ensure the service catalogue is made available to those approved to access it in a way that supports their effective and efficient use of service catalogue information. Ensure the service catalogue supports evolving needs of other service management processes for service catalogue information, including interfaces and dependencies. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 156. QUESTION 64 Which of the following statements BEST describes the aims of release and deployment management? A. B. C. D. To build, test and deliver the capability to provide the services specified by service design To ensure that each release package specified by service design consists of a set of related assets and service components To ensure that all changes can be tracked, tested and verified if appropriate To record and manage deviations, risks and issues related to the new or changed service

Correct Answer: A Section: (none) Explanation Explanation/Reference: Release and deployment management: The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. ITIL 2011 English Glossary v1.0 page 60. QUESTION 65 Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service

improvement (CSI) approach? A. B. C. D. Implementing service and process improvements Reviewing measurements and metrics Creating a baseline Defining measurable targets

Correct Answer: D Section: (none) Explanation Explanation/Reference: We need a plan and action to get from where we are to where we want to be, and a way of knowing we have arrived; this is accomplished by measurement and metrics against the baseline. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 135. QUESTION 66 Which one of the following can help determine the level of impact of a problem? A. B. C. D. Definitive media library (DML) Configuration management system (CMS) Statement of requirements (SOR) Standard operating procedures (SOP)

Correct Answer: B Section: (none) Explanation Explanation/Reference: Configuration management system (CMS): A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analysing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes. ITIL 2011 English Glossary v1.0 page 21. QUESTION 67 The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk? A. B. C. D. Training in risk management for all staff and identification of risks Identification of risk, analysis and management of the exposure to risk Control of exposure to risk and investment of capital Training of all staff and investment of capital

Correct Answer: B Section: (none) Explanation Explanation/Reference: Identifying the risks involves naming the risk. When first identifying the risk it is not necessary to try to explain or quantify the risk, but just to get as many ideas as possible about what might threaten the success of a project or strategy. Each identified or suspected risk should be documented together with its potential consequences. Analysing the risks quantifying the impact and probability of the risk. The impact is the effect on a strategy or project (and its customers) should the risk become reality. Most risk management approaches use both qualitative and quantitative descriptions of these areas. Managing risks once risks have been assessed and documented, together with their action plans, the risk management plan must be reviewed regularly to ensure appropriate actions have been taken and are working as expected. Any of the risks may change status throughout the project. These changes must be monitored and built into the normal project control mechanisms e. g. every project meeting should include a review of the risk management plan and the assessment of any new risks. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 64. QUESTION 68 Which of the following is an enabler of best practice?

A. B. C. D.

Standards Technology Academic research Internal experience

Correct Answer: B Section: (none) Explanation Explanation/Reference: QUESTION 69 Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? A. B. C. D. Profit Preparation Products Potential

Correct Answer: C Section: (none) Explanation Explanation/Reference: The information security management system (ISMS) provides a basis for the development of a cost-effective information security programme that supports the business objectives. It will involve the four P's of people, process, products (technology) and partners (suppliers) to ensure high levels of security are in place wherever it is appropriate. Service Design 2011 Edition page 199. QUESTION 70 Which of the following is NOT one of the five individual aspects of service design? A. B. C. D. The design of the service portfolio, including the service catalogue The design of new or changed services The design of market spaces The design of the technology architectures

Correct Answer: C Section: (none) Explanation Explanation/Reference: You can see from the opposite page that service design is a bit of a misnomer. Yes, the scope of service design includes services adding them, changing them. But it also includes the design of things that are not services per se, but underpin services and service management: The design of the service portfolio. Technology and management architecture design. The design of processes. The design of measurement methods and metrics. As you can see, the last four things mentioned above are not services; it is important to remember is that they are in-scope for service design (hence the misnomer) and taken together with service design, they are called the five major aspects of service design in ITIL. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 133. QUESTION 71 Where would you expect incident resolution targets to be documented? A. B. C. D. A service level agreement (SLA) A request for change (RFC) The service portfolio A service description

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service level agreement (SLA): An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. ITIL 2011 English Glossary v1.0 page 69. QUESTION 72 Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Reduction in the duration and frequency of service outages A. B. C. D. All of the above 1 and 3 only 1 and 2 only 2 and 3 only

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service Strategys Value to the business Selecting and adopting the best practice as recommended in the service strategy publication will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will: Support the ability to link activities performed by the service provider to outcomes that are critical to internal or external customers. Enable the service provider to have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring increased competitive advantage over time. Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve positive return on its investment in services. Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered. Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 32. QUESTION 73 What are the categories of event described in the ITIL service operation book? A. B. C. D. Informational, scheduled, normal Scheduled, unscheduled, emergency Informational, warning, exception Warning, reactive, proactive

Correct Answer: C Section: (none) Explanation Explanation/Reference: There are many different types of events, such informational events, warning events and exception events. Service Operation 2011 Edition page 74. QUESTION 74 A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process A. 2, 3 and 4 only B. All of the above

C. 1, 2 and 3 only D. 1, 2 and 4 only Correct Answer: C Section: (none) Explanation Explanation/Reference: Process Owner Responsibilities Sponsoring, designing and change managing the process and its metrics. Defining the process strategy. Assisting with process design. Ensuring that appropriate process documentation is available and current. Defining appropriate policies and standards to be employed throughout the process. Periodically auditing the process to ensure compliance to policy and standards. Periodically reviewing the process strategy to ensure that it is still appropriate and change as required. Communicating process information or changes as appropriate to ensure awareness. Providing process resources to support activities required throughout the service lifecycle. Ensuring that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process. Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process. Addressing issues with the running of the process. Identifying improvement opportunities for inclusion in the CSI register. Working with the CSI manager and process manager to review and prioritize improvements in the CSI register. Making improvements to the process. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 246. QUESTION 75 Which one of the following is concerned with policy and direction? A. B. C. D. Capacity management Governance Service design Service level management

Correct Answer: B Section: (none) Explanation Explanation/Reference: Governance: Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified. ITIL 2011 English Glossary v1.0 page 36. QUESTION 76 Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes A. B. C. D. 1, 2 and 3 only 1, 3 and 4 only 2, 3 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: Measurement systems, methods and metrics for the services, the architectures, their constituent components and the processes. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 180. QUESTION 77

Which of the following is the best definition of IT service management? A. B. C. D. An internal service provider that is embedded within a business unit A complete set of all the documentation required to deliver world class services to customers Technical implementation of supporting IT infrastructure components The implementation and management of quality IT services that meet business needs

Correct Answer: D Section: (none) Explanation Explanation/Reference: IT service management (ITSM): The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. ITIL 2011 English Glossary v1.0 page 36. QUESTION 78 Which of the following is service transition planning and support NOT responsible for? A. B. C. D. Prioritizing conflicts for service transition resources Coordinating the efforts required to manage multiple simultaneous transitions Maintaining policies, standards and models for service transition activities and processes Detailed planning of the build and test of individual changes

Correct Answer: D Section: (none) Explanation Explanation/Reference: Transition Planning and Support Process Scope Maintaining policies, standards and models for service transition activities, processes Guiding each major change or new service through all service transition processes Coordinating efforts to enable multiple transitions to be managed at the same time Prioritizing conflicting requirements for service transition resources Planning budget and resources to fulfill future requirements for service transition Reviewing and improving performance of transition planning and support activities Ensuring that service transition is coordinated with program and project management, service design and service development activities Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 202. QUESTION 79 What are underpinning contracts used to document? A. B. C. D. The provision of IT services or business services by a service provider The provision of goods and services by third party suppliers Service levels that have been agreed between the internal service provider and their customer Metrics and critical success factors (CSFs) for internal support teams

Correct Answer: B Section: (none) Explanation Explanation/Reference: underpinning contract (UC): A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements. ITIL 2011 English Glossary v1.0 page 84. QUESTION 80 In which document would you expect to see an overview of actual service achievements against targets? A. Operational level agreement(OLA) B. Capacity plan

C. Service level agreement(SLA) D. SLA monitoring chart(SLAM) Correct Answer: D Section: (none) Explanation Explanation/Reference: SLAM chart: A service level agreement monitoring chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically colour-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months. ITIL 2011 English Glossary v1.0 page 75. QUESTION 81 Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? A. B. C. D. The IT director The process owner The service owner The customer

Correct Answer: B Section: (none) Explanation Explanation/Reference: Process owner: The person who is held accountable for ensuring that a process is fit for purpose. The process owners responsibilities include sponsorship, design, change management and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations. ITIL 2011 English Glossary v1.0 page 56. QUESTION 82 Which process is responsible for ensuring that appropriate testing takes place? A. B. C. D. Knowledge management Release and deployment management Service asset and configuration management Service level management

Correct Answer: B Section: (none) Explanation Explanation/Reference: Release and deployment management: The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. ITIL 2011 English Glossary v1.0 page 60. QUESTION 83 Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet A. B. C. D. Both of the above 1 only 2 only Neither of the above

Correct Answer: A Section: (none) Explanation Explanation/Reference:

Business Relationship Management Process Purpose Establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs Identify customer needs and ensure that the service provider is able to meet these needs as business needs change over time and between circumstances Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 146. QUESTION 84 Which of the following is the correct definition of an outcome? A. B. C. D. The results specific to the clauses in a service level agreement (SLA) The result of carrying out an activity, following a process or delivering an IT service All the accumulated knowledge of the service provider All incidents reported to the service desk

Correct Answer: B Section: (none) Explanation Explanation/Reference: Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. ITIL 2011 English Glossary v1.0 page 52. QUESTION 85 Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? A. B. C. D. Service Strategy Continual Service Improvement Service Operation Service Design

Correct Answer: B Section: (none) Explanation Explanation/Reference: The seven-step improvement process Objectives ... ... Understanding what to measure, why it is being measured and carefully defining the successful outcome. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 234. QUESTION 86 Which process would ensure that utility and warranty requirements are properly addressed in service designs? A. B. C. D. Availability management Capacity management Design coordination Release management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Design Coordination Process Scope ... ... ... Ensuring that all requirements are appropriately addressed in service designs, particularly utility and warranty requirements Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 178.

QUESTION 87 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. B. C. D. Employers Stakeholders Regulators Accreditors

Correct Answer: B Section: (none) Explanation Explanation/Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 88 What would be the next step in the continual service improvement (CSI) model after? 1.What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ? A. B. C. D. What is the return on investment (ROI)? How much did it cost? How do we keep the momentum going? What is the value on investment (VOI)?

Correct Answer: C Section: (none) Explanation Explanation/Reference:

Continual Service Improvement 2011 Edition page 35. QUESTION 89 Which statement about the emergency change advisory board (ECAB) is CORRECT A. The ECAB considers every high priority request for change (RFC)

B. Amongst the duties of the ECAB is the review of completed emergency changes C. The ECAB will be used for emergency changes where there may not be time to call a full CAB D. The ECAB will be chaired by the IT Director Correct Answer: C Section: (none) Explanation Explanation/Reference: Emergency change advisory board (ECAB): A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change. ITIL 2011 English Glossary v1.0 page 30. QUESTION 90 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

Correct Answer: D Section: (none) Explanation Explanation/Reference: Problem: A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation. ITIL 2011 English Glossary v1.0 page 55. QUESTION 91 Which of the following is NOT a recognized example of a service provider type within the ITIL framework? A. B. C. D. Internal External Service desk Shared services unit

Correct Answer: C Section: (none) Explanation Explanation/Reference: THREE main types of service providers: internal, shared, external Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 66. QUESTION 92 Which one of the following statements about incident reporting and logging is CORRECT? A. B. C. D. Incidents can only be reported by users Incidents can be reported by anyone who detects a disruption or potential disruption to normal service All calls to the service desk must be logged as incidents Incidents reported by technical staff must also be logged as problems

Correct Answer: B Section: (none) Explanation Explanation/Reference: Incident Management Process Scope Scope includes any event which disrupts, or which could disrupt, a service, such as events communicated directly by users, either through the service desk or through an interface from event management to incident management tools. Incidents can also be reported and/or logged by technical staff, for example if they notice something untoward with a hardware or network CI staff may report or log an incident and refer it to the service desk. This does not mean that all events are incidents; many event classes are not related to disruptions, but are indicators of normal operation or informational.

Although both incidents and service requests are reported to the service desk, they are not the same. Service requests do not represent a disruption to agreed service, but are a way of meeting the customers needs and may be addressing an agreed target in an SLA. Service requests are dealt with by the request fulfillment process. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 204. QUESTION 93 Which process is responsible for providing the rights to use an IT service? A. B. C. D. Incident management Access management Change management Request fulfilment

Correct Answer: B Section: (none) Explanation Explanation/Reference: Access Management Process Objectives Manage access to services based on policies and actions defined in information security management. Efficiently respond to requests for granting access to services, changing access rights or restricting access, ensuring the rights provided or changed are properly granted. Oversee access to services and ensure rights being provided are not improperly used. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 232. QUESTION 94 What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services? A. B. C. D. Business services Component services Supporting services Customer services

Correct Answer: C Section: (none) Explanation Explanation/Reference: IT service: A service provided by an IT service provider made up of information technology, people and processes. A customerfacing IT service directly supports business processes of one or more customers and its service level targets should be defined in an SLA; other IT services (supporting services) are not directly used by the business but are required by the service provider to deliver customer-facing services. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 10. QUESTION 95 Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design A. B. C. D. 2, 3 and 4 only 1, 3 and 4 only 1, 2 and 3 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 96

How many people should be accountable for a process as defined in the RACI model? A. B. C. D. As many as necessary to complete the activity Only one - the process owner Two - the process owner and the process enactor Only one - the process architect

Correct Answer: B Section: (none) Explanation Explanation/Reference: Applying RACI to a process; only one person should hold end-to-end accountability for the process, typically the process owner. Similarly, there is only one person accountable for any individual activity, although several people may be responsible for executing parts of it. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 251. QUESTION 97 The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? A. B. C. D. A change A change model A change request A change advisory board

Correct Answer: A Section: (none) Explanation Explanation/Reference: Change: The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. ITIL 2011 English Glossary v1.0 page 15. QUESTION 98 Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels A. B. C. D. The forward schedule of change The service portfolio A configuration management database (CMDB) The service knowledge management system (SKMS)

Correct Answer: D Section: (none) Explanation Explanation/Reference: Service knowledge management system (SKMS): A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services. ITIL 2011 English Glossary v1.0 page 69. QUESTION 99 Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2. The risk is usually low and well understood 3. Details of the change will be recorded 4. Some standard changes will be triggered by the request fulfilment process

A. B. C. D.

1 only 2 and 3 only 1, 2 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: Standard change: A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. ITIL 2011 English Glossary v1.0 page 77. QUESTION 100 Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle? A. B. C. D. Event management, incident management, problem management, request fulfilment, and access management Event management, incident management, change management, and access management Incident management, problem management, service desk, request fulfilment, and event management Incident management, service desk, request fulfilment, access management, and event management

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service operation process: Event management. Incident management. Request fulfilment. Problem management. Access management. Service Operation 2011 Edition page 57. QUESTION 101 With which process is problem management likely to share categorization and impact coding systems? A. B. C. D. Incident management Service asset and configuration management Capacity management IT service continuity management

Correct Answer: A Section: (none) Explanation Explanation/Reference: An effective way of calculating impact and urgency and other elements and deriving an overall priority level for each incident is given in SO Table 4.1.

Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 211. QUESTION 102 What guidance does ITIL give on the frequency of production of service reporting? A. B. C. D. Service reporting intervals must be defined and agreed with the customers Reporting intervals should be set by the service provider Reports should be produced weekly Service reporting intervals must be the same for all services

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service reporting: Activities that produce and deliver reports of achievement and trends against service levels. The format, content and frequency of reports should be agreed with customers. ITIL 2011 English Glossary v1.0 page 73. QUESTION 103 Which one of the following does service metrics measure? A. B. C. D. Functions Maturity and cost The end-to-end service Infrastructure availability

Correct Answer: C Section: (none) Explanation Explanation/Reference: Service metrics these metrics are the results of the end-to-end service. Component metrics are used to compute the service metrics. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 138. QUESTION 104 Which one of the following is NOT a valid purpose or objective of problem management?

A. B. C. D.

To prevent problems and resultant incidents To manage problems throughout their lifecycle To restore service to a user To eliminate recurring incidents

Correct Answer: C Section: (none) Explanation Explanation/Reference: Problem Management Process purpose Manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal. Minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to these errors. Problem Management Process objectives Prevent problems and resulting incidents from happening. Eliminate recurring incidents. Minimize the impact of incidents that cannot be prevented. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 218. QUESTION 105 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

Correct Answer: D Section: (none) Explanation Explanation/Reference: The term service request is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost etc. Their scale and frequent, low-risk nature means that they are better handled by a separate process, rather than being allowed to congest and obstruct the normal incident and change management processes. Effective request fulfillment has a very important role in maintaining end user satisfaction with the services they are receiving and can directly impact how well IT is perceived throughout the business. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 96. QUESTION 106 Which function or process would provide staff to monitor events in an operations bridge? A. B. C. D. Technical management IT operations management Request fulfilment Applications management

Correct Answer: B Section: (none) Explanation Explanation/Reference: IT operations control oversees execution and monitoring of operational activities and events in the IT infrastructure with the help of an operations bridge or network operations center. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 242. QUESTION 107 Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests

2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes A. B. C. D. All of the above 1, 2 and 3 only 2 and 4 only 3 and 4 only

Correct Answer: B Section: (none) Explanation Explanation/Reference: Service desk function Objective The primary aim of the service desk is to provide a single point of contact between the services being provided and the users. Specific responsibilities will include: Logging all incident/service request details, allocating category and priority codes Providing first-line investigation and diagnosis Resolving incidents/service requests when first contacted whenever possible Escalating incidents/service requests they cannot resolve within agreed timescales Keeping users informed of progress Closing all resolved incidents, requests and other calls Conducting customer/user satisfaction call-backs/surveys as agreed Communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages etc. Updating the CMS under the direction and approval of service asset and configuration management if so agreed Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 238. QUESTION 108 Which of the following is NOT an objective of Continual Service Improvement? A. B. C. D. Review and analyze Service Level Achievement results Identify activities to improve the efficiency of service management processes Improve the cost effectiveness of IT services without sacrificing customer satisfaction Conduct activities to deliver and manage services at agreed levels to business users

Correct Answer: D Section: (none) Explanation Explanation/Reference: Objectives Review, analyze, prioritize and make recommendations on improvement opportunities in each lifecycle stage: service strategy, service design, service transition, service operation and CSI itself. Review and analyze service level achievement Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes. Improve service delivery cost effectiveness, maintain customer satisfaction. Ensure applicable quality management methods are used to support continual improvement activities. Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements. Understand what to measure, why it is being measured and what the successful outcome should be. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 46. QUESTION 109 Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? A. B. C. D. Do Perform Implement Measure

Correct Answer: A Section: (none) Explanation

Explanation/Reference: W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI. The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to prevent rolling backwards. PDCA sets a clear pattern for CSI efforts: Plan establish goals for improvement. Do develop and implement a project to close the gap. Check compare the implemented environment to the measures of success established in the Plan phase. Act determine if further work is required to close remaining gaps, allocation of resources necessary to support another round of improvement. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 122. QUESTION 110 What are the three types of metrics that an organization should collect to support continual service improvement (CSI)? A. B. C. D. Return on investment (ROI), value on investment (VOI), quality Strategic, tactical and operational Critical success factors (CSFs), key performance indicators (KPIs), activities Technology, process and service

Correct Answer: D Section: (none) Explanation Explanation/Reference: Three Types of Metrics to Collect to Support CSI Activies 1. Technology metrics often associated with component and application-based metrics 2. Process metrics captured in the form of CSFs, KPIs and activity metrics for the service management processes. These metrics can help determine the overall health of a process. Four key questions that KPIs can help answer are around quality, performance, value and compliance of following the process. CSI would use these metrics as input in identifying improvement opportunities for each process. 3. Service metrics these metrics are the results of the end-to-end service. Component metrics are used to compute the service metrics. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 138. QUESTION 111 Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers A. B. C. D. All of the above 1 and 3 only 1 and 2 only 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 112 From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as? A. B. C. D. User Customer Supplier Administrator

Correct Answer: B

Section: (none) Explanation Explanation/Reference: Customer: Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. The term is also sometimes used informally to mean user for example, This isa customerfocused organization. ITIL 2011 English Glossary v1.0 page 25. QUESTION 113 Which process is responsible for sourcing and delivering components of requested standard services? A. B. C. D. Request fulfilment Service portfolio management Service desk IT finance

Correct Answer: A Section: (none) Explanation Explanation/Reference: Request fulfilment: The process responsible for managing the lifecycle of all service requests. ITIL 2011 English Glossary v1.0 page 62. QUESTION 114 Which of the following is the best definition of service management? A. B. C. D. The ability to keep services highly available to meet the business needs A set of specialized organizational capabilities for providing value to customers in the form of services A complete set of all the documentation required to deliver world class services to customers An internationally recognized methodology to provide valuable services to customers

Correct Answer: B Section: (none) Explanation Explanation/Reference: Service management: A set of specialized organizational capabilities for providing value to customers in the form of services. ITIL 2011 English Glossary v1.0 page 70. QUESTION 115 Which of the following CANNOT be provided by a tool? A. B. C. D. Knowledge Information Wisdom Data

Correct Answer: C Section: (none) Explanation Explanation/Reference: It is well understood that no computer-based technology can provide wisdom. It requires people to provide evaluated understanding, to answer and appreciate the Why? questions. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 258. QUESTION 116 Which one of the following is the purpose of service level management? A. To carry out the service operations activities needed to support current IT services B. To ensure that sufficient capacity is provided to deliver the agreed performance of services C. To create and populate a service catalogue

D. To ensure that an agreed level of IT service is provided for all current IT services Correct Answer: D Section: (none) Explanation Explanation/Reference: Service level agreement (SLA): An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. ITIL 2011 English Glossary v1.0 page 69. QUESTION 117 Which one of the following activities does application management perform? A. B. C. D. Defining where the vendor of an application should be located Ensuring that the required functionality is available to achieve the required business outcome Deciding who the vendor of the storage devices will be Agreeing the service levels for the service supported by the application

Correct Answer: B Section: (none) Explanation Explanation/Reference: Application management function ROLE Custodian of technical knowledge and expertise related to managing applications; ensures that the knowledge required to design, test, manage and improve IT services is identified, developed and refined. Provides the actual resources to support the service lifecycle; ensures that resources are effectively trained and deployed to design, build, transition, operate and improve the technology required to deliver and support IT services. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 240. QUESTION 118 What is a RACI model used for? A. B. C. D. Performance analysis Recording configuration items Monitoring services Defining roles and responsibilities

Correct Answer: D Section: (none) Explanation Explanation/Reference: RACI models help define roles and responsibilities in processes and activities and identify who will take on each role. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 250. QUESTION 119 The remediation plan should be evaluated at what point in the change lifecycle? A. B. C. D. Before the change is approved Immediately after the change has failed and needs to be backed out After implementation but before the post implementation review After the post implementation review has identified a problem with the change

Correct Answer: A Section: (none) Explanation Explanation/Reference: No change should be approved without explicitly addressing what to do if it fails. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 186.

QUESTION 120 Which of the following statements MOST correctly identifies the scope of design coordination activities? A. B. C. D. Only changes that introduce new services It is mandatory that all changes are subject to design coordination activity Only changes to business critical systems Any change that the organization believes could benefit

Correct Answer: D Section: (none) Explanation Explanation/Reference: The main value of the design coordination process to the business is the production of a set of consistent quality solution designs and SDPs that will provide the desired business outcomes. Through the work of design coordination organizations can: Achieve the intended business value of services through design at acceptable risk and cost levels. ... Service Design 2011 Edition page 87. QUESTION 121 What is the PRIMARY process for strategic communication with the service provider's customers? A. B. C. D. Service catalogue management Service portfolio management Service desk Business relationship management

Correct Answer: D Section: (none) Explanation Explanation/Reference: The business relationship management functions primary role is to act as a translator for the business, to translate the value of a proposed or current service or change or problem resolution or opportunity found in a technology trend for the customer. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 147. QUESTION 122 Which one of the following is NOT an aim of the change management process? A. B. C. D. To ensure the impact of changes are understood To ensure that changes are recorded and evaluated To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) To deliver and manage IT services at agreed levels to business users

Correct Answer: D Section: (none) Explanation Explanation/Reference: Change Management Process Objectives Respond to the customers changing business requirements while maximizing value and reducing incidents, disruption and rework. Respond to the business and IT requests for change that will align the services with the business needs. Ensure changes are recorded and evaluated, and authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Ensure that all changes to configuration items are recorded in the configuration management system. Optimize overall business risk it is often correct to minimize business risk, but sometimes appropriate to knowingly accept a risk because of the potential benefit. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 180. QUESTION 123 What are customers of IT services who work in the same organization as the service provider known as?

A. B. C. D.

Strategic customers External customers Valued customers Internal customers

Correct Answer: D Section: (none) Explanation Explanation/Reference: Customer: Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. Internal customer: A customer who works for the same business as the IT service provider. External customer: A customer who works for a different business from the IT service provider. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 12. QUESTION 124 Access management is closely related to which other process? A. B. C. D. Capacity management only 3rd line support Information security management Change management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Access Management Process Purpose Provide the right for users to be able to use a service or group of services. The execution of policies and actions defined in information security management. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 232. QUESTION 125 In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management? A. B. C. D. Service strategy Service design Service transition Service operation

Correct Answer: B Section: (none) Explanation Explanation/Reference: Service design processes: Design coordination. Service catalogue management. Service level management. Availability management. Capacity management. IT service continuity management (ITSCM). Information security management. Supplier management. Service Design 2011 Edition page 85. QUESTION 126 Which of the following is the BEST reason for categorizing incidents? A. To establish trends for use in problem management and other IT service management (ITSM) activities B. To ensure service levels are met and breaches of agreements are avoided

C. To enable the incident management database to be partitioned for greater efficiency D. To identify whether the user is entitled to log an incident for this particular service Correct Answer: A Section: (none) Explanation Explanation/Reference: Incident categorization Allocate a categorization code so the exact incident type is recorded Used later to analyze incident types/frequencies for trends for use in problem, supplier management, etc. Incident categorization may change throughout the lifecycle of an incident. For example, upon discovery and logging of the incident, initial categories may reflect symptoms (e.g. service unavailable or performance slow). Upon later analysis, categories may reflect the actual CIs at fault such as server or disk drive. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 209. QUESTION 127 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. B. C. D. Yes: for information purposes, a known error record can be created at any time it is prudent to do so No: the Known Error should be created before the problem is logged No: a known error record is created when the original incident is raised No: a known error record should be created with the next release of the service

Correct Answer: A Section: (none) Explanation Explanation/Reference: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not yet be a permanent resolution), a known error record must be raised and placed in the KEDB so that if further incidents or problems arise, they can be identified and the service restored more quickly. In some cases it may be advantageous to raise a known error record even earlier in the overall process, even though the diagnosis may not be complete or a workaround found. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 102. QUESTION 128 Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services A. B. C. D. All of the above 1 and 3 only 1 and 2 only 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service Strategys Value to the business Selecting and adopting the best practice as recommended in the service strategy publication will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will: Support the ability to link activities performed by the service provider to outcomes that are critical to internal or external customers. Enable the service provider to have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring increased competitive advantage over time. Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve positive return on its investment in services. Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered.

Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 32. QUESTION 129 Which of the following would be examined by a major problem review? 1.Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future A. B. C. D. 1 only 2 and 3 only 1, 2 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: Major problem review After every major problem, conduct a lessons learned review examining: Things done right and wrong What to do better in the future How to prevent recurrence Whether there is any third-party responsibility and if follow-up actions are needed Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 225. QUESTION 130 Which one 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 together to deliver the services Defines which software should be installed on a particular piece of hardware Defines how version numbers should be used in a release

Correct Answer: B Section: (none) Explanation Explanation/Reference: Service asset and configuration management (SACM): The process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. management system. ITIL 2011 English Glossary v1.0 page 66. QUESTION 131 Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices A. B. C. D. All of the above 1 and 3 only 1 and 2 only 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: Service management is more than just a set of capabilities. It is also a professional practice supported by an extensive body of knowledge, experience and skills. A global community of individuals and organizations in the public and private sectors fosters its growth and maturity. Formal schemes exist for the education, training and certification of practicing organizations, and

individuals influence its quality. Industry best practices, academic research and formal standards contribute to and draw from its intellectual capital. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 16. QUESTION 132 What types of changes are NOT usually included within the scope of change management? A. B. C. D. Changes to a mainframe computer. Changes to business strategy. Changes to a service level agreement (SLA) The retirement of a service.

Correct Answer: B Section: (none) Explanation Explanation/Reference: A change request is a formal communication seeking an alteration to one or more configuration items (CIs). Services, SLAs and computers are examples of CIs. A business strategy is not a CI and would be out of scope for change management QUESTION 133 Which of the following is NOT a purpose of service operation? A. B. C. D. To undertake testing to ensure services are designed to meet business needs To deliver and manage IT services To manage the technology used to deliver services To monitor the performance of technology and processes

Correct Answer: A Section: (none) Explanation Explanation/Reference: Each of these are a purpose of service operation except for option A, undertaking testing to ensure services are designed to meet business needs. Option A is part of Service Transition. QUESTION 134 What does the term IT operations control refer to? A. B. C. D. Managing the technical and applications management functions Overseeing the execution and monitoring of operational activities and events A set of tools used to monitor and display the status of the IT infrastructure and applications A service desk monitoring the status of the infrastructure when operators are not available

Correct Answer: B Section: (none) Explanation Explanation/Reference: IT operations control oversees the execution and monitoring of the operational activities and events in the IT infrastructure. QUESTION 135 Which process is responsible for recording relationships between service components? A. B. C. D. Service level management Service portfolio management Service asset and configuration management (SACM) Incident management

Correct Answer: C Section: (none) Explanation Explanation/Reference: Part of ASCM's purpose is to maintain accurate information about assets, including the relationship between assets. QUESTION 136

What is the RACI model used for? A. B. C. D. Documenting the roles and responsibilities of stakeholders in a process or activity Defining requirements for a new service or process Analyzing the business impact of an incident Creating a balanced scorecard showing the overall status of service management

Correct Answer: A Section: (none) Explanation Explanation/Reference: RACI is a responsibility model used by ITIL to help define roles and responsibilities. QUESTION 137 Which of the following is the BEST description of an operational level agreement (OLA)? A. An agreement between an IT service provider and another part of the same organization that assists in the provision of services B. A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties C. An agreement between two service providers about the levels of service required by the customer D. An agreement between a third party service desk and the IT customer about fix and response times Correct Answer: A Section: (none) Explanation Explanation/Reference: A is the OLA, B is the definition of an SLA, C dosen't correspond to an ITIL definition, D involves a third party and is a contract. QUESTION 138 What is the MAIN purpose of availability management? A. B. C. D. To monitor and report availability of components To ensure that all targets in the service level agreements (SLAs) are met To guarantee availability levels for services and components To ensure that service availability meets the agreed needs of the business

Correct Answer: D Section: (none) Explanation Explanation/Reference: A is supporting element of availability management, not a main purpose. B relates to service level management, C Availability management does not offer guarantee D The main purpose of availability management "Ensure that the level of availability meets the agreed of the business". QUESTION 139 Which of the following does service transition provide guidance on? 1. Introducing new services 2. Decommissioning services 3. Transfer of services between service providers A. B. C. D. 1 and 2 only 2 only All of the above 1 and 3 only

Correct Answer: C Section: (none) Explanation Explanation/Reference: All three are in scope of service transition as all three involve major change.

QUESTION 140 Which one of the following is NOT a stage of the service lifecycle? A. B. C. D. Service optimization Service transition Service design Service strategy

Correct Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 141 Which one of the following statements about a configuration management system (CMS) is CORRECT? A. B. C. D. The CMS should not contain corporate data about customers and users There may be more than one CMS There should not be more than one configuration management database (CMDB) If an organization outsource's its IT services there is still a need for a CMS

Correct Answer: D Section: (none) Explanation Explanation/Reference: A a CMS can contain corporate data about users/customers such as location of department. B and C there may be more than CMDB but they will be part of a single CMS. D is correct as a CMS still helps to control and report on the infrastructure when IT service are outsourced. QUESTION 142 What are the three sub-processes of capacity management? A. B. C. D. Business capacity management, service capacity management and component capacity management Supplier capacity management, service capacity management and component capacity management Supplier capacity management, service capacity management and technology capacity management Business capacity management, technology capacity management and component capacity management

Correct Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 143 Which of the following would be stored in the definitive media library (DML)? 1. Copies of purchased software 2. Copies of internally developed software 3. Relevant licence documentation 4. The change schedule A. B. C. D. All of the above 1 and 2 only 3 and 4 only 1, 2 and 3 only

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 144

Which process is responsible for reviewing operational level agreements (OLAs) on a regular basis? A. B. C. D. Supplier management Service level management Service portfolio management Demand management

Correct Answer: B Section: (none) Explanation Explanation/Reference: SLM is responsible for negotiating and agreeing OLAs. QUESTION 145 Which role should ensure that process documentation is current and available? A. B. C. D. The service owner The chief information officer Knowledge management The process owner

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 146 Which of the following does the release and deployment management process address? 1. Defining and agreeing release and deployment plans 2. Ensuring release packages can be tracked 3. Authorizing changes to support the process A. B. C. D. 1 and 2 only All of the above 2 and 3 only 1 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: Option 3 is addressed by Change Management. QUESTION 147 Which of the following are characteristics of every process? 1. It is measurable 2. It delivers a specific result 3. It delivers its primary results to a customer or stakeholder A. B. C. D. 1 and 3 only 1 and 2 only 2 and 3 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: Measurability, delivery to specific result and delivery of results to a customer or stakeholder are all characteristics of a process. QUESTION 148 Which of the following are key ITIL characteristics that contribute to its success? 1. It is vendor-neutral

2. It is non-prescriptive 3. It is best practice 4. It is a standard A. B. C. D. 3 only 1, 2 and 3 only All of the above 2, 3 and 4 only

Correct Answer: B Section: (none) Explanation Explanation/Reference: Option 4. is incorrect, ITIL is not a standard: ISO/IEC 20000 would be an example of a standard. QUESTION 149 Who should be granted access to the information security policy? A. B. C. D. Senior business managers and IT staff Senior business managers, IT executives and the information security manager All customers, users and IT staff Information security management staff only

Correct Answer: C Section: (none) Explanation Explanation/Reference: In most cases the policies should be widely available to all customers and users and referenced in SLAs, OLAs and UCs. QUESTION 150 Which of the following are valid elements of a service design package (SDP)? 1. Agreed and documented business requirements 2. A plan for transition of the service 3. Requirements for new or changed processes 4. Metrics to measure the service A. B. C. D. 1 only 2 and 3 only 1, 2 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 151 Which of the following are examples of tools that might support the service transition stage of the service lifecycle? 1. A tool to store definitive versions of software 2. A workflow tool for managing changes 3. An automated software distribution tool 4. Testing and validation tools A. B. C. D. 1, 3 and 4 only 1, 2 and 3 only All of the above 2, 3 and 4 only

Correct Answer: C Section: (none) Explanation Explanation/Reference: 1 should be used to support a DML.

2 helps change management. 3 is a release and deployment tool. 4 can help with testing and validation, they all support service transition. QUESTION 152 Which of the following statements about problem management is/are CORRECT? 1. It ensures that all resolutions or workarounds that require a change to a configuration item (CI) are submitted through change management 2. It provides management information about the cost of resolving and preventing problems A. B. C. D. 1 only 2 only Both of the above Neither of the above

Correct Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 153 What is the purpose of the request fulfillment process? A. B. C. D. Dealing with service requests from the users Making sure all requests within an IT organization are fulfilled Ensuring fulfillment of change requests Making sure the service level agreement (SLA) is met

Correct Answer: A Section: (none) Explanation Explanation/Reference: B. is too wide a scope for the process. C. Change management looks after change requests. D. Service level management is responsible for D QUESTION 154 Which statement about value creation through services is CORRECT? A. B. C. D. The customer's perception of the service is an important factor in value creation The value of a service can only ever be measured in financial terms Delivering service provider outcomes is important in the value of a service Service provider preferences drive the value perception of a service

Correct Answer: A Section: (none) Explanation Explanation/Reference: A Correct: customer perception is a vital element in defining how much a customer values a service. B. The value of a service can be financial but other factors are also relevant. C. delivering on customer outcomes is vital. D. Customer preferences drive value perception. QUESTION 155 Which one of the following statements about internal and external customers is MOST correct? A. B. C. D. External customers should receive better customer service because they pay for their IT services Internal customers should receive better customer service because they pay employee salaries The best customer service should be given to the customer that pays the most money Internal and external customers should receive the level of customer service that has been agreed

Correct Answer: D

Section: (none) Explanation Explanation/Reference: Both should be provided with the agreed level of service, and with the same level of customer service. QUESTION 156 Which one of the following should IT services deliver to customers? A. B. C. D. Capabilities Cost Risk Value

Correct Answer: D Section: (none) Explanation Explanation/Reference: D correct : Service means delivering value to customers, it needs capabilities to deliver services. Cost and risk are what IT helps to manage. QUESTION 157 Which one of the following activities is part of the service level management (SLM) process? A. B. C. D. Designing the configuration management system from a business perspective Creating technology metrics to align with customer needs Monitoring service performance against service level agreements (SLAs) Training service desk staff how to deal with customer complaints about service

Correct Answer: C Section: (none) Explanation Explanation/Reference: C is Correct Incorrect: A: It is a service asset and configuration management activity. B: Technology metrics are likely to be created within capacity management or other design process. D: Training the service desk is a service desk role. QUESTION 158 Which one of the following BEST summarizes the purpose of event management? A. The ability to detect events, make sense of them and determine the appropriate control action B. The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operations C. The ability to monitor and control the activities of technical staff D. The ability to report on the successful delivery of services by checking the uptime of infrastructure devices Correct Answer: A Section: (none) Explanation Explanation/Reference: Incorrect: B: Includes some incident management responsibilities. C is a technical management task. D. is likely to be shared between availability management and service level management. QUESTION 159 Which one of the following should a service catalogue contain? A. B. C. D. The version information of all software The organizational structure of the company Asset information Details of all operational services

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 160 What does "Warranty of a service" mean? A. B. C. D. The service is fit for purpose There will be no failures in applications and infrastructure associated with the service All service-related problems are fixed free of charge for a certain period of time Customers are assured of certain levels of availability, capacity, continuity and security

Correct Answer: D Section: (none) Explanation Explanation/Reference: Correct: D: is a good summary of warranty as defined by ITIL. Incorrect: A: is part of the definition of utility. B: Unrealistic. C: Could be feasible as a warranty statement from another industry but is not the definition of warranty as used by ITIL. QUESTION 161 Which is the first activity of the continual service improvement (CSI) approach? A. B. C. D. Understand the business vision and objectives Carry out a baseline assessment to understand the current situation Agree on priorities for improvement Create and verify a plan

Correct Answer: A Section: (none) Explanation Explanation/Reference: The improvement approach begins with embracing the vision by understanding the hing-level business objectives. QUESTION 162 Which one of the following is a benefit of using an incident model? A. B. C. D. It will make problems easier to identify and diagnose It means known incident types never recur It provides pre-defined steps for handling particular types of incidents It ensures all incidents are easy to solve

Correct Answer: C Section: (none) Explanation Explanation/Reference: IMs are designed to provide reusable steps that can be used to restore services after know incident types. QUESTION 163 Which one of the following is the CORRECT sequence of activities for handling an incident? A. identification, logging, categorization, prioritization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure B. prioritization, identification, logging, categorization, initial diagnosis, escalation, investigation and diagnosis, resolution and recovery, closure C. identification, logging, initial diagnosis, categorization, prioritization, escalation, resolution and recovery, investigation and diagnosis, closure D. identification, initial diagnosis, investigation, logging, categorization, escalation, prioritization, resolution and recovery, closure

Correct Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 164 Which service life cycle stage ensures that measurement methods will provide the required metrics for new or changed services? A. B. C. D. Service design Service operation Service strategy Service delivery

Correct Answer: A Section: (none) Explanation Explanation/Reference: Measurement and metrics should be included in the designing for a new or changed service. QUESTION 165 Which of the following processes are concerned with managing risks to services? 1. IT service continuity management 2. Information security management 3. Service catalogue management A. B. C. D. All of the above 1 and 3 only 2 and 3 only 1 and 2 only

Correct Answer: D Section: (none) Explanation Explanation/Reference: ITSCM carries out risk assessment as part of defining the requirements and strategy. ISM also needs to analyse security risks before taking action to mitigate them. SCM doesn't carry out these assessment. QUESTION 166 Which one of the following is NOT a type of metric described in continual service improvement (CSI)? A. B. C. D. Process metrics Service metrics Personnel metrics Technology metrics

Correct Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 167 Which statement about the relationship between the configuration management system (CMS) and the service knowledge management system (SKMS) is CORRECT? A. B. C. D. The SKMS is part of the CMS The CMS is part of the SKMS The CMS and SKMS are the same thing There is no relationship between the CMS and the SKMS

Correct Answer: B Section: (none)

Explanation Explanation/Reference: B Correct Incorrect: A is wrong way round. C The SKMS contains more information than the CMS. D CMS is part of SKMS. QUESTION 168 What is the role of the emergency change advisory board (ECAB)? A. B. C. D. To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods To assist the change manager by implementing emergency changes To assist the change manager in evaluating emergency changes and to decide whether they should be authorized To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur

Correct Answer: C Section: (none) Explanation Explanation/Reference: Provide assistance in the authorization of emergency changes. QUESTION 169 Which of the following statements about the service desk is/are CORRECT? 1. The service desk is a function that provides a means of communication between IT and its users for all operational issues 2. The service desk should be the owner of the problem management process A. B. C. D. 2 only 1 only Both of the above Neither of the above

Correct Answer: B Section: (none) Explanation Explanation/Reference: The service desk should be the single point of contact for IT users on a day-by-day basis. The service desk manager may also be the incident management process owner but would not normally be the owner of problem management. QUESTION 170 Which one of the following is the CORRECT list of the four Ps of service design? A. B. C. D. Planning, products, position, processes Planning, perspective, position, people Perspective, partners, problems, people People, partners, products, processes

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 171 Which one of the following represents the BEST course of action to take when a problem workaround is found? A. B. C. D. The problem record is closed The problem record remains open and details of the workaround are documented within it The problem record remains open and details of the workaround are documented on all related incident records The problem record is closed and details of the workaround are documented in a request for change(RFC)

Correct Answer: B Section: (none) Explanation

Explanation/Reference: B. Correct: Document the workaround on the problem record, Incorrect: A. The problem record must remain open as it hasn't yet been resolved. C Not an each incident record D: Nor on an RFC QUESTION 172 Input from which processes could be considered by service level management when negotiating service level agreements (SLA)? A. B. C. D. All other ITIL processes Capacity management and availability management only Incident management and problem management only Change management and release and deployment management only.

Correct Answer: A Section: (none) Explanation Explanation/Reference: " Representatives of all of the other processes need to be consulted for their opinion on what targets can be realistically achieved". QUESTION 173 Which one of the following statements about a standard change is INCORRECT? A. B. C. D. They are pre-authorized by change management. They follow a procedure or work instruction. They are low risk They must be implemented as soon as possible

Correct Answer: D Section: (none) Explanation Explanation/Reference: Standard changes would not normally needed to be implemented as soon as was possible, whereas emergency changes would. QUESTION 174 which of the following statements about the service desk are CORRECT? 1. It provides a single point of contact between the service provider and users. 2. It manages incidents and service requests 3. It is a service management process 4. Service desk staff try to restore service as quickly as possible A. B. C. D. All of the above. 1, 2, and 4 only. 2 and 4 only. 2 and 3 only.

Correct Answer: B Section: (none) Explanation Explanation/Reference: The service desk is a function and not a process. QUESTION 175 Which of the following statements about functions are CORRECT? 1. They may include tools 2. They are groups that use resources to carry out one or more activities. 3. One person or group may perform multiple functions. 4. They are more costly to implement compared to processes. A. B. C. D. 1,2 and 3 only. 1,2 and 4 only. All of the above. None of the above.

Correct Answer: A Section: (none) Explanation Explanation/Reference: Functions are not described as being more costly than processes and this would depend on the function or process being considered. QUESTION 176 Which one of the following is the BEST description of the activities carried out by facilities management? A. B. C. D. The management of IT services that are viewed as "Utilities", such as printers or network access. Advice and guidance to IT operations on methodology and tools for managing IT services. Management of the physical IT environment such as a data center or computer room. The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure.

Correct Answer: C Section: (none) Explanation Explanation/Reference: "Facilities management refers to the management of the physical IT environment, typically a data center or computer rooms". QUESTION 177 Which process would assist with the identification and resolution of any incidents and problems associated with service or component performance? A. B. C. D. Capacity Management Supplier Management Technology Management Change Management

Correct Answer: A Section: (none) Explanation Explanation/Reference: Performance issues are within the scope of capacity management. QUESTION 178 Which one of the following statements about the known error database (KEDB) is MOST correct? A. The KEDB is the same database as the service knowledge management system (SKMS) B. The KEDB should be used during the incident diagnosis phase to try to speed up the resolution process. C. Care should be taken to avoid duplication of records in the KEDB. This can be done by giving access to as many technicians as possible to create new records. D. Access to the KEDB should be limited to the service desk. Correct Answer: B Section: (none) Explanation Explanation/Reference: B is the correct answer: A-The KEBD is part of the SKMS, NOT the same thing. C- Duplication should be avoided but by RESTRICTING access. D- Yes, the service desk should use it but they are NOT the only ones. QUESTION 179 Which of the following statements about key performance indicators (KPIs) and metrics are CORRECT? 1. Service metrics measure the end-to-end service. 2. Each KPI should relate to a critical success factor. 3. Metrics can be used to identify improvement opportunities. 4 KPIs can be both qualitative and quantitative. A. B. C. D. 1 only 2 and 3 only 1, 2 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 180 Which one of the following maintains relationship between all service components? A. B. C. D. The capacity plan The definitive media library The configuration management system A service level agreement

Correct Answer: C Section: (none) Explanation Explanation/Reference: The CMS is responsible via its various data sources (CMDBs, etc) for maintaining these relationships. QUESTION 181 Should a customer's request for a new service ALWAYS be fulfilled? A. B. C. D. Yes- If they are an external customer as they are paying for the service. No - If they are an internal customer as they are not always paying for the service. No - it is the responsibility of the service provider to carry out due diligence before request are fulfilled. Yes - the service provider should ensure that all requests for new services are fullfilled

Correct Answer: C Section: (none) Explanation Explanation/Reference: The service provider should ensure due diligence is carried ou against the customer's requirements, irrespective of whether they are internal or external customers. QUESTION 182 Which of the following statements is/are CORRECT? 1. Problem management can support the service desk by providing know errors to speed up incident resolution. 2. Problem management is the only sourced of information to service level management about the impact of changes. A. B. C. D. 1 only 2 only Both of the above Neither of the above.

Correct Answer: A Section: (none) Explanation Explanation/Reference: Problem management is the source of known error but change and service asset and configuration management are likely to be other sources of information about the impact of changes. QUESTION 183 A failure has occurred on a system and is detected by a monitoring tool. This system support a live IT service. When should an incident be raised? A. B. C. D. Only when users notice the failure An incident should not be raised if the technicians have seen this before and have a workaround. Only if the failure results in a service level being breached. Immediately, to limit or prevent impact on users.

Correct Answer: D Section: (none)

Explanation Explanation/Reference: D- is correct: In order to prevent loss of service or to restore services as soon as possible A- There don't need to be discernable impacts to the user for an incident to be raised. B- Even if a workaround is available it needs to be recorded to measure any on-going impact of the incident. C- All incidents must be recorded. QUESTION 184 Which of the following could be considered stakeholders in a service management? 1. Users 2. Customers 3. Suppliers 4. Functions A. B. C. D. 1 and 2 only 3 and 4 only 2 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: D is correct response, Stakeholders can be both internal and external entities. An example of a function as a stake holder could be the service desk, technical management or application management applications. QUESTION 185 Which of the following activities dose service asset and configuration management ensure are performed? 1. Configuration Items (CIs) are identified 2. CIs are base lined 3. Changes to CIs are controlled A. B. C. D. All of the above 1 and 2 only 1 and 3 only 2 and 3 only

Correct Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 186 Which of the following aspects of service design should be considered when designing a service solution? 1. Measurement methods and metrics 2. Management information systems and tools 3. Technology architecture 4. The process required A. B. C. D. 1 and 2 only 2 and 3 only 2, 3 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 187 Which one of the following statements is CORRECT for ALL processes? A. They define functions as part of their design

B. They deliver results to a customer or stakeholder C. They are carried out by an external service provider in support of a customer D. They are units of organizations responsible for specific outcomes Correct Answer: B Section: (none) Explanation Explanation/Reference: B- is correct, Processes deliver results or they would not be worthwhile. A. Process design would involve allocation of activities to function but not their definition. C Not ALL processes are carried out by external providers. D Is description of a function. QUESTION 188 Which process is primarily responsible for packaging building and deploying services? A. B. C. D. Transition planning and support Release and deployment management. Service asset and configuration management Service catalogue management

Correct Answer: B Section: (none) Explanation Explanation/Reference: All are activities performed by release and deployment management. QUESTION 189 Which one of the following is the BEST example of a workaround? A. B. C. D. A technician install a script to temporarily divert prints to an alternative printer until a permanent fix is applied A technician tries several ways to solve an incident, One of them works, although they do not know which one After reporting the incident to the service desk, the user works on alternative tasks while the problem is identified and resolved A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident

Correct Answer: A Section: (none) Explanation Explanation/Reference: A is correct as workaround and It is not a permanent solution but which overcomes the original incidents. B is a Incident resolution and unlikely to be repeatable. C Does not allow the user to continue with their original task. D is an incident under investigation. QUESTION 190 Which of the following areas can be helped by technology? 1. Request Management. 2. Service catalogue management 3. Detection and monitoring 4 Design and modeling A. B. C. D. 1,2 and 3 only 1,3 and 4 only 2,3 and 4 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 191

Which one of the following is the CORRECT list of stages in the Deming Cycle? A. B. C. D. Plan, Measure, Monitor, Report Plan, Check, Re-Act, Implement Plan, Do, Act, Audit Plan, Do, Check, Act

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 192 Which two processes will be involved the MOST in negotiating and agreeing contracts for the provision of recovery capacity to support continuity plans? A. B. C. D. Service level management and capacity management Supplier management and service level management IT service continuity management and service level management IT service continuity management and supplier management

Correct Answer: D Section: (none) Explanation Explanation/Reference: ITSC provides the subject matter expertise and supplier management provides the contract negotiation and selection process. SLM also has role in under pinning contracts but is not as significant in this respect as the other two processes. QUESTION 193 Which one of the following is the BEST definition of an incident model? A. B. C. D. The template that defines the incident logging from used for reporting A type of incident involving a standard (or Model) type of configuration item (CI) A set of per-defined steps to be followed when dealing with a known type of incident An incident that is easy to solve

Correct Answer: C Section: (none) Explanation Explanation/Reference: QUESTION 194 What roles are defined in the RACI model? A. B. C. D. Responsible, Accountable, Consulted, Informed Responsible, Achievable, Consulted, Informed Realistic, Accountable, Consulted, Informed Responsible, Accountable, Corrected, Informed

Correct Answer: A Section: (none) Explanation Explanation/Reference: QUESTION 195 Which stage of the service lifecycle decides what services should be offered and to whom they will be offered? A. Continual service improvement B. Service Operation C. Service Design

D. Service Strategy Correct Answer: D Section: (none) Explanation Explanation/Reference: Integral part of SS QUESTION 196 Which of the following dose continual service improvement (CSI) provide guidance on? 1. How to improve process efficiency and effectiveness 2. How to improve services 3. Improvement of all stages of the service lifecycle A. B. C. D. 1 and 2 only 1 and 3 only 2 and 3 only All of the above

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 197 Which of the following is a type of service level agreement(SLA) described in the ITIL service design publication? A. B. C. D. Priority-based SLA Technology-based SLA Location-based SLA Customer-based SLA

Correct Answer: D Section: (none) Explanation Explanation/Reference: A,B and C is not discussed in SD QUESTION 198 Which one of the following is the BEST definition of an event? A. B. C. D. An occurrence where a performance threshold has been exceeded and an agreed service level has been impacted. A change of stage that has significance for the management of an IT service A known system defect that generates multiple incident reports A planned meeting of customers and IT staff to announce a new service or improvement program

Correct Answer: B Section: (none) Explanation Explanation/Reference: A&C may cause an event to be generated. D is meeting B is matching the definition of an event in service operation. QUESTION 199 Which one of the following is the MOST appropriate stakeholder to define the value of a service? A. B. C. D. Customers IT senior management Financial management for IT services Suppliers

Correct Answer: A

Section: (none) Explanation Explanation/Reference: Value is viewed as the level to which the service meets customer's expectations and therefore they make the ultimate decision on wether the service will drive value. QUESTION 200 Which of the following should be treated as an incident? 1. A user is unable to access a service hours 2. An authorized IT staff member is unable to access a service during service hours 3. A network component fails but the user is not aware of any disruption to service 4. A user contacts the service desk A. B. C. D. All of the above 1 and 4 only 2 and 3 only None of the above

Correct Answer: A Section: (none) Explanation Explanation/Reference: An incident is "an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a CI that has not yet impacted an IT service". The inability to access an IT service as agreed is an unplanned interruption from the user's perspective. QUESTION 201 Which one of the following statements about a change model is CORRECT? A. B. C. D. A change model should NOT be used for emergency changes A change model should be constructed when a significant change is required A change model defines the steps that should be taken to handle a particular Escalation procedures are outside the scope of a change modle

Correct Answer: C Section: (none) Explanation Explanation/Reference: A- is change model can be used for emergency changes. B-Change models would not routinely be created when significant changes are made. C- is correct. D- Escalation procedures can be included in a change model. QUESTION 202 The CSI approach uses a number of techniques. Which one of the following techniques would BEST help a business understand "where are we now?"? A. B. C. D. Reviewing critical success factors Understanding the business vision Performing a baseline assessment Checking the CSI register

Correct Answer: C Section: (none) Explanation Explanation/Reference: Requires a business to create a baseline. QUESTION 203 Which service operation processes are missing from the following list? 1. Incident management 2. Problem management 3. Access management 4. ? 5. ?

A. B. C. D.

Event management and request fulfillment Event management and service desk Facilities management and event management Change Management and service level management

Correct Answer: C Section: (none) Explanation Explanation/Reference: A,B is process and a function C is a function and process D are processes in service transition and service design QUESTION 204 Which stage of the service lifecycle provides a framework for evaluating service capabilities and risk profiles before new or changed services are deployed? A. B. C. D. Service strategy Continual service improvement service transition Service operation

Correct Answer: C Section: (none) Explanation Explanation/Reference: ST is responsible for this as part of the deployment of new services. QUESTION 205 Which of the following activities should a service owner undertake? 1. Representing a specific service across the organization 2. Updating the configuration management system (CMS) after a change 3. Helping to identify service improvement 4. Representing a specific service in change advisory board (CAB) meetings A. B. C. D. 2,3 and 4 only All of the above 1,2 and 3 only 1,3 and 4 only

Correct Answer: D Section: (none) Explanation Explanation/Reference: 1,3 and 4 are all responsibilities of the service owner role. 2 is the responsibility of the configuration librarian/administrator. QUESTION 206 which one of the following is NOT a purpose or objective of availability management? A. B. C. D. To monitor and report on the availability of components To ensure that service availability matches the agreed needs of the business To assess the impact of changes on the availability plan To ensure that business continuity plans are aligned to business objectives

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 207 Which one of the following is a CORRECT description of the "four Ps" of service design.

A. B. C. D.

A four-step process for the design of effective service management A definition of the people and products required for successful design A set of questions that should be asked when reviewing design specifications Four major areas that need to be considered during service design

Correct Answer: D Section: (none) Explanation Explanation/Reference: QUESTION 208 Which one of the following BEST describes a major problem review? A. Facilitated by the problem manager, a major problem review is designed to apportion blame after a resolution to the problem has been found B. A major problem review is run as part of the change advisory board (CAB) by the change manager. It is conducted after the request for Change (RFC) to resolve the problem has been accepted. C. A major problem review is facilitated by the service desk manager so that lessons can be learned after a major problem has been resolved D. Facilitated by the problem manger, the review is conducted so that lessons can be learned from the major problem, and to provide training and awareness for support staff Correct Answer: D Section: (none) Explanation Explanation/Reference: D is answer A is raight role but it is not about apportioning blame. B incorrect C Plausible but is facilitated by the wrong role. QUESTION 209 Which one of the following statements about supplier management is INCORRECT? A. B. C. D. Supplier management negotiates operational level agreements (OLAs) Supplier management ensures that suppliers meet business expectations Supplier management maintains information in a supplier and contractor management information system Supplier management negotiates external agreements to support the delivery of services

Correct Answer: A Section: (none) Explanation Explanation/Reference: A is undertaken by service level management QUESTION 210 Which one of the following is a primary purpose of business relationship management? A. B. C. D. Carrying out operational activities to support services Ensuring all targets within service level agreements are met Maximizing contract value and operation efficiency of the services that are deliverd Understanding the customer's needs and ensuring they are not

Correct Answer: D Section: (none) Explanation Explanation/Reference: "To identify customer needs and ensure that the service provider is able to meet these needs". QUESTION 211 Which one of the following statements is an objective of the design coordination process?

A. B. C. D.

To ensure that service availability targets are meet To define, document, agree, monitor, measure and review service levels To provide and maintain a single source of consistent information on all operations services To monitor and improve the performance of the service design lifecycle stage

Correct Answer: D Section: (none) Explanation Explanation/Reference: D is correct A is an objective of availability management, B is an objective of service level management. C is the purpose of service catalouge

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