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ITIL Foundation Certification Practice Exam 6

Terms in this set (33)

3. Global Network Services has been contracted to provide
maintenance services for a mid-sized manufacturing
company. How well Global Network Services meets its
contractual obligations is known as which of the following?
A. Maintainability
B. Availability
C. Reliability
D. Serviceability
3. D - The ability of a third-party supplier to meet
the terms and conditions of their contract is known
as serviceability. Serviceability is based on how well the
supplier meets agreed upon levels of reliability, maintainability,
and availability. [ITIL - Generic Concepts and Definitions]
4. Which of the fallowing are not aspects of good service
design?
A. Systems
B. Design of Service Solution
C. Service A rchitecture
D. Processes
4. C - The five aspects of Service Design are design of
Service Solution, Systems, Technology Architecture, Processes,
and Measurement Systems and metrics. [ITIL - Selected
Processes]
5. Connaught Construction conducts a quarterly management
meeting to review how well current IT services
are meeting the current needs of the business, as well as
identifying potential new needs. This activity falls within
the scope of which Lifecycle phase?
A. Service Design
B. Continual Service Improvement
C. Service Strategy
D. Service Operation
5. B - Ongoing alignment of services with current and future
business needs is one of the objectives of the Continual
Service Improvement phase. [The Service Lifecycle]
6. What is a consequence of implementing an overly complex process?
A. Service quality KPis will increase.
B. Service quality can be lowered if processes are excessively
cumbersome.
C. Relevant KPis become invisible
D. Changes become easier to manage.
6. B - If process structures become an objective in
themselves, the service quality may be adversely affected; unnecessary or over-engineered procedures are seen as
bureaucratic obstacles, which are to be avoided where
possible. [ITIL - Service Lifecycle]
7. The time within which a function is back up after a failure
is called:
A. Mean Time Between Failures
B. Mean Time to Restore Service
C. Service Recovery Objective
D. Restore Point Objective
7. B - T he Mean time to Restore Service (MTRF) is the time
within which a function is back up after a failure. [ITIL -
Selected Functions]
8. Atlantic & Pacific Telecom has developed a set of criteria
for use in balancing conflicting project and organization
objectives. These criteria are called:
A. Strategy definitions
B. Tension metrics
C. Role definitions
D. Strategic objectives
8. B - Tension metrics are a set of related metrics, in
which improvements to one metric have a negative effect
on another. Tension metrics are designed to ensure an appropriate
balance between conflicting objectives. [ITIL -
Generic Concepts and Definitions]
9. Configuration items ( Cls) are collected, stored, managed,
updated, analyzed and reviewed in which of the
following?
A. Service knowledge management system
B. Configuration records
C. Configuration management system
D. Configuration management database
9. C - A configuration management system ( CMS) is the
collection of all tools, databases, and information management
systems used to store and manage configuration
items (Cls). A configuration management database
(CMDB) is part of the configuration management system.
[ITIL - Key Principles and Models]
10. A successful ITIL implementation requires support at
which level of an organization?
A. Senior management
B. All levels
C. Line workers
D. Executive
10. B - A successful implementation requires the involvement
and commitment of personnel at all levels in
the organization; leaving the development of the process
structures to a specialist department may isolate that department
in the organization and it may set a direction
that is not accepted by other departments. [ITIL - Service
Lifecycle]
11. Which of the fallowing is not one of the three main
types of metrics as defined by continual Service Improvement
A. Process
B. Service
C. Technology
D. Supplier
11. D - Supplier metrics are defined in the Supplier Management process, not in Continual Service Improvement
(CSI) [ITIL -Selected Processes]
12. Resolving the conflict between maintaining standard
service offerings and responding to changes to the environment
in which the service is offered is part of the
______ phase.
A. Service transition
B. Service operation
C. Service design
D. service strategy
12. B - One of the key roles of Service Operation is
achieving balance between procedures and activities taking
place in a continually changing environment. [ITIL -
Selected Roles]
13. Enterprise content management platform users asking
for new features or changes to existing applications is
usually the first phase of:
A. Service implementation
B. Technology implementation
C. Requirements gathering
D. The Service Design Phase
13. D - The Service Design phase in the lifecycle begins
with the demand for new or modified requirements from
the customer. [ITIL -Selected Processes]
14. Which phase of the Service Lifecycle follows Service
Transition?
A. Continual Service Improvement
B. Service Operation
C. Process Development
D. Service Launch
14. B - The dominant pattern in the Service Lifecycle is
the succession of Service Strategy to Service Design, to
Service Transition and to Service Operation, and then,
through Continual Service Improvement, back to Service
Strategy, and so on. [ITIL -Key Principles and Models]
15. Fill in the blank: is the core ----------
of all other phases in the Service Lifecycle.
A. Service Transition
B. Service Strategy
C. Service Operation
D. Service Design
15. B-Service Strategy is the axis of all other phases of the
Service Lifecycle. [ITIL -Service Lifecycle]
16. The Service Lifecycle is a closed loop process. What
phase is the input for the Service Design phase?
A. Service Development
B. Service Portfolio
C. Service Transition
D. Service Strategy
16. D - The output from every phase is input for the next
phase of the Service Lifecycle. Thus, Service Strategy is
the input to Service Design. [ITIL -Service Lifecycle]
17. The phases of the Deming Cycle are:
A. Plan Prioritize Predict Prevent
B. Plan Do Check Act
C. Design Build Deploy Support
D. Design Build Test Release
1 7. B - The four phases of the Deming Cycle are Plan, Do,
Check, and Act. The Deming Cycle is also known as the
POCA Cycle. [ITIL Key Principles and Models]
18. What document defines and regulates the relationship
between IT groups, including goods and services to
be provided and the roles and responsibilities of each
party?
A. Service Catalog
B. Operational Level Agreement
C. Service Time Agreement
D. Service Level Agreement
18. B -The OLA supports the service providers' delivery of
services to customers by defining the goods or services to be provided and the responsibilities of both parties. [ITIL
- Key Principles and Models]
19. Organizational control and governance systems such
as SOX or ISO have an impact on the design of
------·
A. Shared services
B. Services
C. Measurement systems
D. Business organization
19. B - Service design is constrained by internal resources
such as available staff or funding, and by external drivers
such as legislative or regulatory controls the organization
is subject to. [ITIL - Selected Processes]
20. The SMART model is used to elaborate:
A. SLAs
B.Processes
C. Organizational goals
D. Requirements
20. D - Every requirement must be SMART (Specific,
Measurable, Achievable/ Appropriate, Realistic/ Relevant,
and Timely/ time-bound) formulated. [ITIL - Selected
Processes]
21. Which of the following would be initiated with a service
request?
A. Adding features to a website
B. Increasing the maximum attachment size for all email
accounts
C. Replacing a failed drive
D. Installing a new printer for a single department
21. C - Service requests are initiated by a single user requiring
assistance with some aspect of an IT service, such
as replacement of a failed hard drive. New or enhanced
services provided simultaneously to many customers,
such as increased email attachment sizes or application
functionality, are driven by Service Strategy. [ITIL - Key
Principles and Models]
22. A baseline could be created for which of the following?
A. Software configurations
B. Uptime percentage
C. Bandwidth utilization
D. All of the above
22. D - A baseline is a snapshot used to create a starting
point for measuring performance or as a foundation for
further development. Infrastructure configurations and
performance metrics are both candidates for baseline creation.
[ITIL - Key Principles and Models]
23. How is service value calculated?
A. Service Utility + Service Warranty
B. Service Cost + Service Features
C. Service Uptime + Service Utilization
D. Service Utility + Service Cost
23. A - Service value is the sum of Service Utility (fitness
of purpose, or what the service does) and Service Warranty
(fitness of use, or how well the service performs). [ITIL Key Principles and Models]
24. Customer needs are identified in which process?
A. Customer service management
B. Service Strategy
C. Service Design
D. Business relationship management
24. D - Business relationship management is the process
by which customer needs are identified. This process is
also responsible for ensuring that these needs are met.
[ITIL Key Principles and Models]
25. Which of the following is NOT a Service Design
process?
A. Process management
B. Capacity management
C. Service Catalog management
D. Supplier management
25. A- The Service Design phase processes are service catalog
management, service level management, capacity
management, availability management, IT service continuity
management, information security management,
supplier management. [ITIL - Selected Processes]
26. Which of the following is a type of chart used to
help monitor and report on achievement of Service Level
Agreement Levels?
A.SWOT
B. SDLC
C.SL AM
D.SWAG
26. C - A SLAM chart is typically color coded to show
whether each agreed Service Level Target has been met,
missed, or nearly missed during each of the previous 12
months. [ITIL - Selected Functions]
27. Which of the following tasks is NOT the responsibility
of the CSI Manager?
A. Making knowledge management a permanent part of
the daily routine
B. Taking care the proper monitoring tools are installed
C. Benchmarking
D. Defining monitoring demands together with the service
level manager
27. C - The Service manager co-ordinates the development,
introduction, and evaluation of one or more
products or services. He or she is responsible for achieving
company strategy and goals, benchmarking, financial
management, customer management, and vendor management.
[ITIL - Selected Roles]
28. Fill in the blank: ________ is a specified
way to carry out an activity.
A. Process
B. Procedure
C. Operating instruction
D. Task
28. B - A procedure is a specified way to carry out an
activity or a process. It describes the ''how '' and can also
describe ''who'' carries out the activity. A procedure may
include stages from different processes. A ''work instruction''
also describes the steps needed to carry out an activity, but at a much greater level of detail. [ITIL - Generic
Concepts and Definitions]
29. Deploying a new web browser to all users in the finance department as part of a quarterly update package
is an example of what type of change?
A. Version change
B. Technology change
C. Standard change
D. Regular change
29. C - A standard change is a change of a service or infrastructure
component that change management must
register, but is of low risk and is pre-authorized. These
are routine changes, such as PC upgrades. [ITIL - Selected
Functions]
30. A request for change is prioritized by _____ _
in collaboration with the initiator.
A. stakeholders
B. The service owner
C. The change manager
D. The change review board
30. C - The change manager is responsible for receiving,
logging, and prioritizing requests for change. [ITIL - Selected
Roles]
31. Connecting Point has decided to bundle a set number
of additional support hours beyond the basic support included
with their Managed Hosting offering to stand out
from their competitors' service offerings. This is called:
A. Delivery of Value through core services
B. Service Design.
C. The Formative Theorem
D. Developing a differentiated offering
31. D - Bundling core services and supporting services
are a vital aspect of a market strategy. Service providers
should thoroughly analyze the primary conditions in
their business environment, the needs of the customer
segments or types they serve, and the alternatives available
to these customers. [ITIL - Selected Functions]
32. The likelihood that a risk will occur and its possible
impact determine .
A. The risk category of the change
B. The test plan
C. The recovery plan
D. The business impact of the change
32. A - The likelihood that the risk will occur and its possible
impact determine the risk category of the change. In
practice, a risk categorization matrix is generally used for
this purpose. [ITIL - Selected Functions]
33. Understanding why the volume of password related
calls is down 25 °/o over the last year is an example of
which element of the DIKW structure?
A. Data
B. Information
C. Knowledge
D. Wisdom
33. D - Wisdom comes from knowledge, experience, and
judgment. It allows organizations to add value to its services
by understanding why specific events happen. [ITIL
Key Principles and Models]
34. Fill in the blank: is a convenient
tool for mapping out different configuration levels at
which building and testing must take place.
A. V model
B. Rummler-Brache swim-lane diagram
C. Traceability matrix
D. RACI diagram
34. A - The V model is a convenient tool for mapping out the different configuration levels at which building and
testing must take place. The left side of the V starts with
service specifications and ends with the detailed Service
Design. The right hand side of the V reflects the test activities,
by means of which the specifications on the lefthand
side must be validated. In the middle we find the
test and validation criteria. [ITIL - Key Principles and
Models]
35. The DIKW structure is used for . ------
A. Documentation of errors, workarounds, and test information
B. Training and knowledge transfer
C. Visualizing knowledge management
D. Protection of intellectual property
35. C - Knowledge management is often visualized using
the DIKW structure: Data-Information-Knowledge- Wisdom.
[ITIL - Key Principles and Models]
THIS SET IS OFTEN IN FOLDERS WITH...