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ITIL Foundation Certification Practice Exam 7
Terms in this set (34)
3. A policy requiring that all improvement initiatives
must go through the change management process is an
example of what type of policy?
A. Service Design
C. Continuous Service Improvement
3. C - CSI Policies capture agreements about measuring,
reporting, service levels, CSFs, KPis, and evaluations.
[ITIL - Selected Processes]
4. is a repeatable model of dealing with a
particular Category of Change.
A. Change Control
B. Change Model
C. Change Management
D. A Standard Change
4. B - A Change Model includes specific pre-defined steps
that will be followed for a Change of this Category. [ITIL -
Generic Concepts and Definitions]
5. The main continuous service improvement activities
A. Review, discuss, improve
B. Report, design, improve.
C. Check, report, improve.
D. Check, report, implement
5. C - To improve the services of the IT organization, CSI
measures the yield of these services. The main CSI activities
are check, report, and improve. [ITIL - Selected Processes]
6. Fill in the blank: is where the ---------
approved versions of all media Cls are stored and monitored.
B. Definitive Media Library
C. Definitive spares
D. Secure library
6. B - The Definitive Media Library is a secure store where the definitive, authorized versions of all media Cls are
stored and monitored. [ITIL - Technology and Architecture]
7. Availability management monitors, measures, analyzes,
and reports on:
A. Failure rates, recovery method, policy compliance, and
B. Availability, redundancy, manageability, and service
C. Availability, reliability, maintainability, and serviceability
D. Component function, output, utilization, and mean
time between failures.
7. C - Availability management monitors, measures, analyzes,
and reports on availability, reliability, maintainability,
and serviceability. [ITIL - Selected Functions]
8. Information Security Management is concerned with
the maintenance of what elements of an organization's
A. Confidentiality, integrity, availability
B. Privacy, redundancy, criticality
C. Classification, access, confidentiality
D. Encryption, loss prevention, risk management
8. A - Information Security Management is concerned
with protecting the confidentiality, integrity, and availability
of an organization's information assets. [ITIL Selected
9. No change should be approved without:
A. Consulting senior management
B. A fallback plan
C. Knowing who can legally authorize the change.
D. Reviewing the corporate disaster recovery plan
9. B - No change should be approved without having an
answer to the following question:'' what will we do if the
change is unsuccessful?'' You must always ensure that a
fallback situation (remediation plan) is available. [ITIL -
10. What function keeps track of all the interfaces and dependencies
between all present services and those under
A. Configuration Management
B. Continual Service Improvement
C. Service Catalogue Management
D. Service Management
10. C - The purpose of Service Catalogue Management
(SCM) is the development and upkeep of a Service Catalogue
that contains all accurate details, the status, possible
interactions and mutual dependencies of all present
services and those under development. [ITIL - Selected
11. Fill in the blank: is the addition, modification,
or elimination of an authorized, planned, or supporting
service and its related documentation.
A. Baseline review
B. Continual Service Improvement
D. Service asset and configuration management
11. C - Change is the addition, modification, or elimination
of an authorized, planned, or supporting service and
its related documentation. [ITIL - Selected Functions]
12. A pilot launch occurs during which phase?
A. Continual Service Improvement
B. Service Design
C. Service Transition
D. Service Operation
12. C - Service Transition includes the management and coordination of the processes, systems, and functions required
for the building, testing, and deployment of a release
into production. [ITIL - Service Lifecycle]
13. Superbrands Stores is rolling out a new pay-per-use
Help Desk to supplement the existing web-based selfhelp
system. During the pilot phase, Superbrands departments
are alerted to the total charges incurred by their
users each week, but no money is actually transferred to cover the cost of the service. This is an example of:
A. Control Loop Charging
B. Notional Charging
C. Internal Chargeback's
D. Virtual Charging
13. B - Notional charging is an approach to charging for IT
services, where charges are calculated and customers are
informed of the charge, but no money is actually transferred.
[ITIL - Key Principles and Models]
14. What is the service support interface point between a
service and its users?
A. The service desk
B. Customer service department
C.A web page
D. none of the above
14. A - The service desk is the single interface point
between a service and its users. Customer service departments
and web pages are tools used by the service desk to
provide assistance to the user base. [ITIL Selected Functions]
15. Who is ultimately responsible for ensuring a service
meets a client's requirements?
A. Process Owner
B. Upper management
C. Service Owner
D. Customer Service
15. C - The service owner ensures that the service meets
the requirements. [ITIL - Selected Roles]
16. A large multinational corporation has outsourced
several IT functions to different service providers. Each
service provider maintains its own CMS, which is subsequently
shared with the customer. This is an example of
B. Organizational strategy
C. Data integration
D. Federated CMDB
16. D - At the data level it may be that the CMS gets its
data from different CMDBs, that together, form a federated
CMDB. [ITIL- Selected Functions]
17. An especially dangerous worm has been identified. It
has been determined that a security patch must be installed
on all vulnerable systems as soon as possible, outside
the normal service window for these devices and/or
services they support. What is this type of update called?
A. Emergency change
B. Proactive change
C. Reactive change
D. Risk management
17. A - An emergency change is one that takes place as
soon as possible, and outside the normal change window.
Emergency changes are not always critical updates such
as security patches. They may also be changes requested
to support a project. For example, a development group
may need to implement a newly identified firewall rule in
a staging environment to permit application testing, and
the application schedule will be unacceptably delayed if the team must wait till the next regular change window
for the rules to be implemented. [ITIL - Selected Processes]
18. Once an IT organization learns the overall organization's
vision, it will form a strategy that aligns with the
business strategy. What is the next step?
A. Define the service improvement plan
B. Define targets
C. Develop policies
D. Document the current situation.
18. D - The CSI model consists of 6 phases: determine
the vision, record the current situation, determine measurable
targets, plan, check, and assure. [ITIL - Selected
19. The Service Portfolio represents all the resources
that are active in the various phases of the
A. Planning Process
B. Service Lif ecycle
C. Service Strategy
D. Development Lifecycle
19. B - The service portfolio represents the opportunities
and readiness of a service provider to serve the customers
and the market. [ITIL - Service Lifecycle]
20. IT Service Continuity Management would not focus on:
A. An unplanned shutoff of water service to the call center
due to storm damage in the area.
B. Installation of cubicles in a disaster recovery data center.
C. Merging the IT departments of two different organizations
as part of a corporate acquisition.
D. Email system failure
20. C - ITCSM focuses on those events that can be considered
a disaster, not small technical problems that are handled
by incident management. [ITIL - Selected Functions]
21. An Incident occurs when:
A. A portion of a network has failed, however it is not noticeable
to users because of built in redundancy.
B. An employee calls the help desk to report the system
for entering work hours is very slow
C. A Customer Service Rep can't access a needed application
D. All of these items are correct
21. D - An incident is any unplanned interruption to or
reduction in quality of an IT service, therefore all are correct.
[ITIL- Generic Concepts and Definitions]
22. The main challenge in implementing IT Security
A. Strict change management and configuration management.
B. Obtaining adequate support from the company, business
security, and senior management.
C. Establishing clear policies
D. Justifying the need for IT Security Management
22. B - The main challenge in the implementation of IT
Security Management is to ensure adequate support of
the company, business security, and senior management.
If this is missing, it is impossible to establish an effective
security process. [ITIL - Selected Functions]
23. What term indicates ''fitness for use'' ?
23. C - ITIL uses two important concepts for the value of
a service. For customers, the positive effect is the ''utility''
of a service; the insurance of the positive effect is the
''warranty''. [ITIL - Generic Concepts and Definitions]
24. What type of asset is controlled by SACM?
A. Service Level Agreement
B. Software only
C. Hardware only
D. Configuration Item
24. D - A configuration item is an asset, service component,
or other item that is (or will be) controlled by configuration
management. [ITIL - Selected Functions]
25. Worldwide Mergers and Acquisitions is rolling out a
new service offering. In which phase will analysis of the
service offering be most useful?
A. Measurement phase.
B. Planning phase
C. Implementation phase
D. All of these responses I All of the above
25. D - Assessments are useful in the planning, implementation,
and measurement phases. [ITIL - Selected
26. What is the most important challenge in Service Catalog
A. Maintaining the Service Knowledge Management System.
B. Maintaining an accurate Service Catalog.
C. Implementing a Configuration Management System.
D. Achieving KPis
26. B - The most important challenge in the Service Catalog
Management process is maintaining an accurate Service
Catalog (containing both the Business and Technical
Aspect) as part of the Service Portfolio. [ITIL - Selected
27. A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible
A. Describing the process
B. Setting up the process
C. The result of the process
D. Implementing the process
27. C - The process owner is responsible for ensuring that
the process is implemented as agreed and that the established
objectives will therefore be achieved. [ITIL - Selected
28. Status, Root Cause, and Workaround are the main
phases of _______ _
A. Event management
B. Incident management
C. Root Cause analysis
D. Lifecycle of a Known Error
28. D - A Known Error Record documents the Lifecycle
of a Known Error, including the Status, Root Cause, and
Workaround. [ITIL - Selected Functions]
29. Supporting business continuity by ensuring that required
IT facilities can be restored within an agreed time
is the f OCUS of:
A. Disaster recovery planning
B. IT service continuity management
C. Backup and restore processes
D. Incident management
29. B - The ultimate goal of IT service continuity management
is to support business continuity by ensuring that
the required IT facilities can be restored within the agreed
time. [ITIL - Selected Processes]
30. An easily quantifiable impact caused by loss of service,
such as a loss of revenue, is called a hard impact. A
soft impact is less easily quantifiable. Which of the following
is an example of a soft impact?
A. Increase in facility rent
B. Damage to corporate reputation
C. Shortage of hot spares
D. Increase in the cost of delivering services
30. B - Business impact analyses quantify the impact
caused by the loss of services. If the impact can be determined in detail, it is called a hard impact. If it is less easily
determined, it is called a soft impact. [ITIL - Selected
31. Gary is responsible for managing the media for his
organization's data backup system. The activities that he
performs include changing media in the robotic tape library,
ordering new media as required, and ensuring that
backup media is archived according to the organization's
policies. What is Gary's role?
A. Process practitioner
B. Process owner
C. Operational practitioner
D. Operational owner
31. A - The process practitioner is responsible for performing
one or more process activities. This role is
also responsible for ensuring inputs and outputs for the
processes are correct, and creating/ managing activity
records. [ITIL Selected Roles]
32. Business impact analysis involves identifying the critical
business functions within the organization and determining
the impact of failure to perform the business
function beyond the maximum acceptable outage. What
types of criteria can be used to evaluate this impact?
A. Policy and process
B. Exposure and liability
C. Internal and external risks
D. Customer service and finance
32. D - The Business Impact analysis is an essential element
in the business continuity process and dictates the
strategy to be followed for risk reduction and recovery
after a catastrophe. The BIA consists of two parts: investigation
of the loss of a process or function, and eliminating
the effect of that loss. [ITIL - Selected Processes]
37. The is the maximum amount of data
that may be lost when Service is Restored after an interruption.
A. Recovery Point Objective
B. Mean Time Between Failures
C. Service Level Target
D. Recovery Time Objective
3 7. A - The Recovery Point Objective is the maximum
amount of data that may be lost when Service is Restored
after an interruption, and is a key concept within Business
Continuity Planning. [ITIL - Generic Concepts and
38. Which capacity management sub process focuses on
the performance and utilization of disk, CPU, and memory
utilization in a server?
A. Service operation agreement
B. Onsite Service Agreement
C. Component capacity management
D. Service capacity management
38. C - Component capacity management is the sub
process focusing primarily on managing, controlling and
predicting performance, with the emphasis on IT infrastructure
that supports a service. [ITIL - Selected Processes]
39. There are several Key Performance Indicators in the
Service Design process. Which of the following is not a
Service Design process KPI?
A. Accuracy of the Service Catalog
B. Accuracy of the SLA.
C. Percentage of specifications of requirements of Service
Design produced within budget.
D. Percentage of specifications of requirements of Service
Design produced on time.
39. A - The Service Catalog is a prerequisite of the SLA.
Before Service Level Management can design the SLA, a
business service catalog and technical service catalog are
necessary. [ITIL - Key Principles and Models]
40. What is a RACI model used for?
A. Recording configuration items
B. Monitoring services
C. Performance analysis
D. Define roles and responsibilities
40. D - The RACI matrix is used to define responsibility
and accountability. RACI stands for responsible, accountable,
consulted, informed. [ITIL- Key Principles and Models]
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