ITIL Foundation v.3 Version 1.1 Part2

ITIL Foundation v.3 Version 1.1 Part2

Vendor: EXIN
Code: EX0-101
Exam Name: ITIL Foundation v.3

                                                                                                                                                                   QUESTION 101

Which of the following BEST describes a 'Major Incident'?

A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

B. An Incident which requires a large number of people to resolve

C. An Incident which has a high impact on the business

D. An Incident that is so complex that it requires root cause analysis before any workaround can be found

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 102

Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

A. Produce quality, secure and resilient designs for new or improved services, technology architecture,

processes or measurement systems that meet all the agreed current and future IT requirements of the

organization

B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the

service designs that are produced

C. Produce and maintain all necessary Service Transition packages

D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 103

Contracts relating to an outsourced Data Centre would be managed by?

A. Service Desk

B. IT Operations Control

C. Technical Management

D. Facilities Management

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 104

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What

imbalance does this represent?

A. Excessive focus on quality

B. Excessively reactive

C. Excessively proactive

D. Excessive focus on cost

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 105

Which of the following is NOT a valid objective of Request Fulfillment?

A. To provide information to users about what services are available and how to request them

B. To update the Service Catalogue with services that may be requested through the Service Desk

C. To source and deliver the components of standard services that have been requested

D. To provide a channel for users to request and receive standard services

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 106

What is the definition of an Alert?

A. An error message to the user of an application

B. An audit report that indicates areas where IT is not performing according to agreed procedures

C. A warning that a threshold has been reached or that something has changed

D. A type of Incident

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 107

"Service Management is a set of specialized organizational capabilities for providing value to customers in the

form of services". These specialized organizational capabilities include which of the following?

A. Functions and Processes

B. Markets and Customers

C. Applications and Infrastructure

D. People, products and technology

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 108

Which process is responsible for discussing reports with customers showing whether services have met their

targets?

A. Business Relationship Management

B. Continual Service Improvement

C. Service Level Management

D. Availability Management

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 109

Which of the following statements about processes is INCORRECT?

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

B. A process may define policies, standards and guidelines

C. The definition of Process Control is "The activity of planning and regulating a process, with the objective of

achieving Best Practice"

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

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 110

How is the Service Catalogue used to add value to the service provider organization?

A. Providing a central source of information on the IT services delivered

B. Showing the business impact of a change

C. Displaying the relationships between configuration items

D. To predict the root cause of issues in the IT infrastructure

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 111

Which process is responsible for monitoring an IT Service and detecting when the performance drops below

acceptable limits?

A. Service Level Management

B. Performance Management

C. Capacity Management

D. Event Management

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 112

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

Incident Manager is given the authority to:

A. Only manage Incidents effectively at the 3rd line

B. Manage Incidents effectively through 1st, 2nd and 3rd line

C. Only manage Incidents effectively through 1st and 2nd line

D. Only manage Incidents effectively through the 1st line

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 113

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 114

Which of the following questions does Service Strategy help answer with its guidance?

1. How do we prioritize investments across a portfolio?

2. What services to offer and to whom?

3. What are the Patterns of Business Activity (PBA)?

A. 2 only

B. 1 only

C. All of the above

D. 3 only

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 115

Removing or restricting rights to use an IT Service is the responsibility of which process?

A. Access Management

B. Incident Management

C. Request Fulfillment

D. Change Management

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 116

Which of the following is NOT a characteristic of a process?

A. Delivers specific results

B. A method of structuring an organization

C. Responds to specific events

D. It is measurable

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 117

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

A. Applications and Infrastructure

B. Services and Infrastructure

C. Resources and Capabilities

D. Utility and Warranty

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 118

Staff in an IT department are experts in managing specific technology, but none of them know what services

are offered to the business. What imbalance does this represent?

A. Extreme internal focus

B. Extreme focus on cost

C. Extreme focus on responsiveness

D. Vendor focused

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 119

Which of the following is NOT a characteristic of a process?

A. Delivers specific results

B. Responds to specific events

C. It is measurable

D. A method of structuring an organization

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 120

Which Function would provide staff to monitor events in a Network Operations Centre?

A. IT Operations Management

B. Applications Management

C. Service Desk

D. Technical Management

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 121

Which of the following is a responsibility of Supplier Management?

A. Development, negotiation and agreement of contracts.

B. Development, negotiation and agreement of Organizational Level Agreements

C. Development, negotiation and agreement of Service Level Agreements.

D. Development, negotiation and agreement of Service Portfolio

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 122

Which of the following areas would not be supported by a Service Design tool?

A. Software design

B. Process design

C. Environment design

D. Strategy design

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 123

Which of the following is concerned with fairness and transparency?

A. Governance

B. Service Level Management

C. Capacity Management

D. Service Strategy

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 124

Which Function would provide staff to monitor events in an Operations Bridge?

A. Applications Management

B. Service Desk

C. Technical Management

D. IT Operations Management

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 125

Who is responsible for defining Key Performance Indicators for Change Management?

A. The Service Owner

B. The Continual Service Improvement Manager

C. The Change Advisory Board (CAB)

D. The Change Management Process Owner

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 126

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A. An SLA is legally binding, an OLA is a best efforts agreement

B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

D. An SLA is with an external customer, an OLA is with an internal customer

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 127

Which of the following is one of the primary objectives of Service Strategy?

A. To design and build processes that will meet business needs

B. To provide detailed specifications for the design of IT services

C. To transform Service Management into a strategic asset

D. To underscore the importance of services in the global economy

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 128

Which of the following best describes a Service Request?

A. Any request or demand that is entered by a user via a Self-Help web-based interface

B. A request from a User for information or advice, or for a Standard Change

C. Any request for change that is low risk and can be approved by the Change Manager without a CAB

meeting

D. Anything that the customer wants and is prepared to pay for

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change

or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new

User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

See also Request Fulfillment.

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                                                                                                                                                                   QUESTION 129

Which of the following are the main objectives of incident Management? Select all that apply

A. To minimize adverse impacts on business operations

B. To automatically detect service affecting Events

C. The restore normal service operation as quickly as possible

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 130

What are the categories of event described in the ITIL Service Operation book?

A. Informational, Scheduled, Normal

B. Scheduled, Unscheduled, Emergency

C. Informational, Warning, Exception

D. Warning, Reactive, Proactive

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 131

Which processes review Underpinning Contracts on a regular basis?

A. Supplier Management and Service Level Management

B. Supplier Management and Demand Management

C. Demand Management and Service Level Management

D. Supplier Management, Demand Management and Service Level Management

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 132

Which process is responsible for managing relationships with vendors?

A. Change Management

B. Service Portfolio Management

C. Supplier Management

D. Continual Service Improvement

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 133

Understanding what to measure and why it is being measured are key contributors to which part of the Service

Lifecycle?

A. Service Strategy

B. Continual Service Improvement

C. Service Operation

D. Service Design

Answer: B

Section: (none)

Explanation/Reference:

Explanation:'

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                                                                                                                                                                   QUESTION 134

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand Management

B. Incident Management

C. Release and Deployment Management

D. Request Fulfillment

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 135

Within Service Design, what is the key output handed over to Service Transition?

A. Measurement, methods and metrics

B. Service Design Package

C. Service Portfolio Design

D. Process definitions

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 136

Which of the following is NOT an objective of Continual Service Improvement?

A. Review and analyze Service Level Achievement results

B. Identify activities to improve the efficiency of service management processes

C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D. Conduct activities to deliver and manage services at agreed levels to business users

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 137

Which of the following statements about communication within Service Operation are CORRECT?

1. All communication must have an intended purpose or resultant action

2. Communication should not take place without a clear audience

A. 1 only

B. 2 only

C. Both of the above

D. None of the above

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 138

Access Management is closely related to which other processes?

A. Availability Management only

B. Information Security Management and 3rd line support

C. Information Security Management and Availability Management

D. Information Security Management only

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 139

Which process will regularly analyze incident data to identify discernable trends?

A. Service Level Management

B. Problem Management

C. Change Management

D. Event Management

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 140

Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

A. Technology, Customer, User

B. Corporate, Customer, Service

C. Corporate, Customer, Technology

D. Service, User, IT

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 141

Which of these is the correct set of steps for the Continual Service Improvement Model?

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?

Answer: D

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 142

Match the following activities with the Deming Cycle stages

1. Monitor, Measure and Review

2. Continual Improvement

3. Implement Initiatives

4. Plan for Improvement

A. 1 Plan, 2 Do, 3 Check, 4 Act

B. 3 Plan, 2 Do, 4 Check, 1 Act

C. 4 Plan, 3 Do, 1 Check, 2 Act

D. 2 Plan, 3 Do, 4 Check, 1 Act

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 143

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been

found. Is this a valid approach?

A. Yes

B. No, the workaround must be found before a Known Error is created

C. No, a Known Error can only be raised after the permanent resolution has been implemented

D. No, a Known Error must be raised at the same time as a problem

Answer: A

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 144

Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?

A. Local

B. Centralized

C. Holistic

D. Virtual

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 145

Customer perceptions and business outcomes help to define what?

A. The value of a service

B. Customer satisfaction

C. Total cost of ownership

D. Key performance indicators

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 146

Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People,

Processes and one other "P". Which of the following is the additional "P"?

A. Profit

B. Preparation

C. Products

D. Potential

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 147

Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand

and agree on the priorities for improvement based on a deeper development of the principles defined in the

vision?

A. Where are we now?

B. Where do we want to be?

C. How do we get there?

D. Did we get there?

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 148

Which of the following does the Availability Management process include?

1. Ensuring services are able to meet availability targets

2. Monitoring and reporting actual availability

3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. 1 and 2 only

D. 1 and 3 only

Answer: B

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 149

In which of the following situations should a Problem Record be created?

A. An event indicates that a redundant network segment has failed but it has not impacted any users

B. An Incident is passed to second-level support

C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

D. Incident Management has found a workaround but needs some assistance in implementing it

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 150

Understanding the level of risk during and after change and providing confidence in the degree of compliance

with governance requirements during change are both ways of adding business value through which part of the

service lifecycle?

A. Service Transition

B. Risk Management

C. IT Service Continuity Management

D. Availability Management

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 151

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

A. The IT Executive

B. The ISO27001 Standard

C. The Business

D. The Service Level Manager

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 152

Which of these would fall outside the scope of a typical service change management process

A. A change to a contract with a supplier

B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

C. An urgent need to replace a CPU to restore a service during an incident

D. A change to a business process that depends on IT Services

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 153

Hierarchic escalation is best described as?

A. Notifying more senior levels of management about an Incident

B. Passing an Incident to people with a greater level of technical skill

C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. Failing to meet the Incident resolution times specified in a Service Level Agreement

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 154

Which of the following is NOT a valid objective of Problem Management?

A. To prevent Problems and their resultant Incidents

B. To manage Problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring Incidents

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 155

There are four types of metrics that can be used to measure the capability and performance of processes.

Which of the four metrics is missing from the list below?

1. Progress

2. Effectiveness

3. Efficiency

4. ?

A. Cost

B. Conformance

C. Compliance

D. Capacity

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 156

The information that is passed to Service Transition to enable them to implement a new service is called:

A. A Service Level Package

B. A Service Transition Package

C. A Service Design Package

D. A New Service Package

Answer: C

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 157

Which of the following can help determine the level of impact of a problem?

A. Definitive Media Library (DML)

B. Configuration Management System (CMS)

C. Statement of Requirements (SOR)

D. Standard Operating Procedures (SOP)

Answer: B

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 158

You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which

statement would NOT be part of the value proposition?

A. Reduced Total Cost of Ownership

B. Improved quality of service

C. Improved Service alignment with business goals

D. Better balance of technical skills to support live services

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 159

Which of these are objectives of Service Level Management

1: Defining, documenting and agreeing the level of IT 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. 1, 2 and 3 only

B. 1 and 2 only

C. 1, 2 and 4 only

D. All of the above

Answer: A

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 160

What is the objective of Access Management?

A. To provide security staff for Data Centers and other buildings

B. To manage access to computer rooms and other secure locations

C. To manage access to the Service Desk

D. To manage the right to use a service or group of services

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 161

Which of the following is NOT a benefit of using public frameworks and standards?

A. Knowledge of public frameworks is more likely to be widely distributed

B. They are always free ensuring they can be implemented quickly

C. They are validated across a wide range of environments making them more robust

D. They make collaboration between organizations easier by giving a common language

Answer: B

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 162

Which of the following should be available to the Service Desk?

1. Known Error Data

2. Change Schedules

3. Service Knowledge Management System

4. The output from monitoring tools

A. 1,2 and 3 only

B. 1,2 and4 only

C. 2,3 and 4 only

D. All of the above

Answer: D

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 163

Which of the following is the BEST description of a relationship in Service Asset and Configuration

Management?

A. Describes the topography of the hardware

B. Describes how the Configuration Items (CIs) work together to deliver the services

C. Defines which software should be installed on a particular piece of hardware

D. Defines how version numbers should be used in a release

Answer: B

Section: (none)

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Explanation:

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                                                                                                                                                                   QUESTION 164

"Planning and managing the resources required to deploy a release into production" is a purpose of which part

of the Service Lifecycle?

A. Service Operation

B. Service Strategy

C. Service Transition

D. Continual Service Improvement

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 165

Which of the following statements about Service Asset and Configuration Management is/are CORRECT?

1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time

2. Choosing the right CI level is a matter of achieving a balance between information availability and the right

level of control

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 166

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

A. The Service Catalogue only has information about services that are live, or being prepared for deployment;

the Service Portfolio only has information about services which are being considered for future development

B. The Service Catalogue has information about all services; the Service Portfolio only has information about

services which are being considered for future development

C. The Service Portfolio has information about all services; the Service Catalogue only has information about

services which are live, or being prepared for deployment

D. Service Catalogue and Service Portfolio are different names for the same thing

Answer: C

Section: (none)

Explanation/Reference:

Explanation:

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                                                                                                                                                                   QUESTION 167

Data used to support the capacity management process should be stored in:

A. A configuration management database (CMDB)

B. A capacity database (CDB)

C. A configuration management system (CMS)

D. A capacity management information system (CMIS)

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 168

A consultant has made two recommendations to you in a report:

1. To include legal terminology in your Service Level Agreements (SLAs)

2. It is not necessary to be able to measure all the targets in an SLA

Which of the recommendations conform to Service Level Management good practice?

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 169

Availability Management is responsible for availability of the:

A. Services and Components

B. Services and Business Processes

C. Components and Business Processes

D. Services, Components and Business Processes

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 170

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes

required to deliver and manage services at agreed levels to business users and customers?

A. Continual Service Improvement

B. Service Transition

C. Service Design

D. Service Operation

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 171

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A. The ECAB considers every high priority Request for Change

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

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 172

Which of the following statements is INCORRECT?

The Service Owner:

A. Is responsible for the day-to-day monitoring and operation of the service they own

B. Is responsible for continual improvement and the management of change affecting the service they own

C. Is a primary stakeholder in all of the underlying IT processes which support the service they own

D. Is accountable for a specific service within an organization

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 173

Which of these statements about Resources and Capabilities is CORRECT?

A. Resources are types of Service Asset and Capabilities are not

B. Resources and Capabilities are both types of Service Asset

C. Capabilities are types of Service Asset and Resources are not

D. Neither Capabilities nor Resources are types of Service Asset

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 174

The consideration of business outcomes and value creation are principles of which part of the Service

Lifecycle?

A. Continual Service Improvement

B. Service Strategy

C. Service Design

D. Service Transition

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 175

What guidance does ITIL give on the frequency of production of service reporting?

A. Service reporting intervals must be defined and agreed with the customers

B. Reporting intervals should be set by the Service Provider

C. Reports should be produced weekly

D. Service reporting intervals must be the same for all services

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 176

Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

A. Service Level Management

B. IT Operations Management

C. Capacity Management

D. Incident Management

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 177

Which of the following BEST describes the goal of Access Management?

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able of services

C. To prevent Problems and resulting Incidents from happening

D. To detect security events and make sense of them

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 178

Identity and Rights are two major concepts involved in which one of the following processes?

A. Access Management

B. Facilities Management

C. Event Management

D. Demand Management

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 179

A risk is:

A. Something that won't happen

B. Something that will happen

C. Something that has happened

D. Something that might happen

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 180

What are the publications that provide guidance specific to industry sectors and organization types known as?

A. The Service Strategy and Service Transition books

B. The ITIL Complementary Guidance

C. The Service Support and Service Delivery books

D. Pocket Guides

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 181

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of

them?

A. Tell others about the progress of an activity

B. Perform an activity

C. Be kept up to date on the progress of an activity

D. Manage an activity

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 182

Which of the following statements correctly states the relationship between urgency, priority and impact?

A. Impact, priority and urgency are independent of each other

B. Urgency should be based on impact and priority

C. Impact should be based on urgency and priority

D. Priority should be based on impact and urgency

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 183

Which of the following statements BEST describes the aims of Release and Deployment Management?

A. To build, test and deliver the capability to provide the services specified by Service Design and that will

accomplish the stakeholders requirements and deliver the intended objectives

B. To ensure that each Release package specified by Service Design consists of a set of related assets and

service components that are compatible with each other

C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or

uninstalled or backed out if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 184

Which of the following are goals of Service Operation?

1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed

levels to the business

2. The successful release of services into the live environment

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 185

Which statement about Service Level Agreements (SLAs) is CORRECT?

A. They must contain legal wording because of their importance

B. There should always be a separate SLA for each specific customer

C. The wording must be clear and concise to allow no room for ambiguity

D. Changes to the SLA can only be requested by the customer

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 186

Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

1) Assessing the impact and cause of Incidents and Problems

2) Assessing the impact of proposed Changes

3) Planning and designing a Change to an existing service

4) Planning a technology refresh or software upgrade

A. 1 and 2 only

B. All of the above

C. 1, 2 and 4 only

D. 1, 3 and 4 only

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 187

What does a service always deliver to customers?

A. Applications

B. Infrastructure

C. Value

D. Resources

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 188

Which of the following areas would technology help to support during the Service Transition phase of the

lifecycle?

1. Data mining and workflow tools

2. Measurement and reporting systems

3. Release and deployment technology

4. Process Design

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 3 only

D. All of the above

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 189

Which of the following do Service Metrics measure?

A. Processes and functions

B. Maturity and cost

C. The end to end service

D. Infrastructure availability

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 190

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A. An agreement with an individual customer group, covering all the services that they use

B. An agreement that covers one service for a single customer

C. An agreement that covers service specific issues in a multi-level SLA structure

D. An agreement that covers one service for all users of that service

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 191

Which of the following statements about processes is CORRECT?

1. A process is always organized around a set of objectives

2. A process should be documented

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 192

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

A. The Service Level Manager

B. The Business Relationship Manager

C. The Service Owner

D. The Service Continuity Manager

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 193

Which of the following Availability Management activities are considered to be proactive as opposed to

reactive?

1) Risk assessment

2) Testing of resilience mechanisms

3) Monitoring of component availability

A. All of the above

B. 1 and 2 only

C. 1 and 3 only

D. 2 and 3 only

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 194

Which of the following is the BEST description of a Centralized Service Desk?

A. The desk is co-located within or physically close to the user community it serves

B. The desk uses technology and other support tools to give the impression that multiple desk locations are in

one place

C. The desk provides 24 hour global support

D. There is a single desk in one location serving the whole organization

Answer: D

Section: (none)

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                                                                                                                                                                   QUESTION 195

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. What is the Return On Investment (ROI)?

B. How much did it cost?

C. How do we keep the momentum going?

D. What is the Value On Investment (VOI)?

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 196

Which stage of the Change Management process deals with what should be done if the change is

unsuccessful?

A. Remediation Planning

B. Categorization

C. Prioritization

D. Review and Close

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 197

Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge of Change, Release and Deployment Management

D. To plan and manage the capacity and resource requirements to manage a release

Answer: B

Section: (none)

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                                                                                                                                                                   QUESTION 198

Which of the following is NOT an objective of the Operations Management function?

A. Swift application of skills to diagnose any IT Operations failures that occur

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. First line Incident investigation and diagnosis logged by users

D. Maintenance of status quo to achieve stability of day to day processes and activities

Answer: C

Section: (none)

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                                                                                                                                                                   QUESTION 199

Which of these is the BEST description of a release unit?

A. The portion of a service or IT infrastructure that is normally released together

B. The smallest part of a service or IT infrastructure that can be independently changed

C. The portion of a service or IT infrastructure that is changed by a particular release

D. A metric for measuring the effectiveness of the Release and Deployment Management process 71

Answer: A

Section: (none)

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                                                                                                                                                                   QUESTION 200

Which of the following BEST describes Technical Management?

A. A Function responsible for Facilities Management and building control systems

B. A Function that provides hardware repair services for technology involved in the delivery of service to

customers

C. Senior managers responsible for all staff within the technical support Function

D. A Function that includes the groups, departments or teams that provide technical expertise and overal

management of the IT Infrastructure

Answer: D

Section: (none)

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