Question 1

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Accepted Answer

A)   Service level management
B)   Change management
C)   Incident management
D)   Service asset and configuration managementE) All of the above
F) A) and C)

Question 2

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA) ?

Accepted Answer

A)   Availability Management
B)   Demand Management
C)   Financial Management
D)   Service Level ManagementE) A) and D)
F) B) and D)

Question 3

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

Accepted Answer

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 thingE) All of the above
F) None of the above

Question 4

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Accepted Answer

A)   A functional escalation
B)   A service level escalation
C)   An incident resolution
D)   A hierarchic escalationE) A) and C)
F) B) and C)

Question 5

How is a service delivered between departments of the same organization classified?

Accepted Answer

A)   Internal service
B)   External service
C)   Mission critical service
D)   Organizational serviceE) C) and D)
F) B) and D)

Question 6

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Accepted Answer

A)   Service asset and configuration management
B)   Event management
C)   Service catalogue management
D)   Problem managementE) A) and B)
F) A) and C)

Question 7

Which statement should NOT be part of the value proposition for Service Design?

Accepted Answer

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 servicesE) A) and B)
F) C) and D)

Question 8

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Accepted Answer

A)   A service option
B)   A service transition package (STP) 
C)   A service design package (SDP) 
D)   A service charterE) A) and C)
F) A) and B)

Question 9

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

Accepted Answer

A)   The Service Desk Manager
B)   The Service Manager
C)   The Request Fulfillment Process Manager
D)   The Request Fulfillment Process OwnerE) None of the above
F) All of the above

Question 10

What are sources of best practice?

Accepted Answer

A)   Customers, suppliers, advisors
B)   Industry practices, academic research, training and education
C)   Substitutes, regulators, customers
D)   Competition, compliance, commitmentsE) All of the above
F) B) and D)

Question 11

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?

Accepted Answer

A)   Extreme focus on cost
B)   Extreme focus on responsiveness
C)   Vendor focused
D)   Extreme internal focusE) None of the above
F) A) and B)

Question 12

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

Accepted Answer

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 locatedE) None of the above
F) A) and D)

Question 13

Which tool helps with defining accountability and responsibility within processes?

Accepted Answer

A)   A CSI register
B)   A project charter
C)   A RACI model
D)   A communications planE) A) and D)
F) A) and C)

Question 14

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

Accepted Answer

A)   The Service Strategy and Service Transition books
B)   The ITIL Complementary Guidance
C)   The Service Support and Service Delivery books
D)   Pocket GuidesE) B) and D)
F) All of the above

Question 15

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

Accepted Answer

A)   Operational contract
B)   Underpinning contract
C)   Serviceability contract
D)   Service level contractE) A) and C)
F) All of the above

Question 16

What is the entry point or the first level of the V model?

Accepted Answer

A)   Service Solution
B)   Customer / Business Needs
C)   Service Release
D)   Service RequirementsE) None of the above
F) C) and D)

Question 17

What are the three service provider business models?

Accepted Answer

A)   Internal service provider, outsourced 3rd party and off-shore party
B)   Internal service operations provider, external service operations provider, shared service unit
C)   Internal service provider, external service provider, outsourced 3rd party
D)   Internal service provider, external service provider, shared service unitE) A) and B)
F) All of the above

Question 18

How many times should each stage of the Plan, Do, Check, Act (PDCA)  cycle be visited?

Accepted Answer

A)   Each stage should be carried out once in the order Plan-Do-Check-Act
B)   There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
C)   There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
D)   The entire cycle should be repeated multiple times to implement Continual ImprovementE) A) and C)
F) A) and B)

Question 19

A plan for managing the end of a supplier contract should be created when?

Accepted Answer

A)   The contract is being negotiated
B)   The contract is about to be ended
C)   The Supplier Manager decides that there is a risk the contract might need to end soon
D)   The contract has been agreedE) A) and B)
F) A) and C)

Question 20

What BEST defines roles and responsibilities in relation to process and activities?

Accepted Answer

A)   Human resource model
B)   Configuration baseline
C)   Service model
D)   RACI matrixE) A) and B)
F) A) and C)

Exam 2: ITIL Foundation

What is the entry point or the first level of the V model?

Correct AnswerverifiedShow Answer

What are sources of best practice?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What are the three service provider business models?

Correct AnswerverifiedShow Answer

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA) ?

Correct AnswerverifiedShow Answer

Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

Correct AnswerverifiedShow Answer

Which tool helps with defining accountability and responsibility within processes?

Correct AnswerverifiedShow Answer

A plan for managing the end of a supplier contract should be created when?

Correct AnswerverifiedShow Answer

How is a service delivered between departments of the same organization classified?

Correct AnswerverifiedShow Answer

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Correct AnswerverifiedShow Answer

What BEST defines roles and responsibilities in relation to process and activities?

Correct AnswerverifiedShow Answer

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Correct AnswerverifiedShow Answer

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

Correct AnswerverifiedShow Answer

Which statement should NOT be part of the value proposition for Service Design?

Correct AnswerverifiedShow Answer

An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service. What has taken place?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

Correct AnswerverifiedShow Answer

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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