Upgrade to remove ads
Only $2.99/month

ITIL Foundation Certification Practice Exam 13

Terms in this set (34)

1. Which of the following is the CORRECT order of the
steps in the 7 Step Continual Improvement Process?
I. Process the data
II. Decide what can be measured
III. Decide what should be measured
IV. Gather the data
A. III-II-IV-I
B. IV-I-III-II
C. II-III-IV-I
D. I-IV-III-II
1. A - The following is the CORRE CT order of the steps
in the 7 Step Continual Improvement Process. Decide
what should be measured , Decide what can be measured,
Gather the data and Process the data. (Continual
Service Improvement) - Selected Processes [ITIL Selected
Processes]
2. Which is the correct definition of a Configuration Item
in ITIL?
A. A Configuration Item (CI) is an asset, service component
or other item which is, or will be, under the control
of Configuration Management.
B. A Configuration Item (CI) is a policy or rule which must
be under the control of Configuration Management.
C. A Configuration Item (CI) is an integral part of Configuration
Management process which will help identify errors
in the system.
D. A Configuration Item (CI) is a document or a file which
is, or will be, under the control of Configuration Management.
2. A - The correct definition of a Configuration Item in
ITIL) is - ''A Configuration Item (Cl) is an asset, service
component or other item which is, or will be, under the
control of Configuration Management." (Service Transition)
- Selected Processes [ITIL Selected Processes]
3. Which of the following statement/s is TRUE with respect
to the Demand Management process?
A. A demand can be technically managed (whether it is
feasible or not) and financially managed (whether it is
cost worthy or not).
B. A demand can only be financially managed(whether it
is cost worthy or not).
C. A demand can only be technically managed( whether it
is feasible or not).
D. A demand can be socially managed(whether it is allowed
or not).
3. A - A demand can be technically managed(whether it
is feasible or not) and financially managed(whether it is
cost worthy or not). (Service strategy) - Selected Processes
[ITIL Selected Processes]
4. Identify the five elements of Information Security
Management System Framework
I. Develop, implement, Control, Plan and Analyze
II. Develop, Control, Plan, Implement and Evaluate
III. Control, Plan, Implement, Evaluate and Maintain
IV. Control, Assess, Implement, Evaluate and Maintain
A. I
B. II
C. IV
D. III
4. D - Control, Plan, Implement, Evaluate and Maintain
are the five elements of Information Security Management
System Framework. (Service Design) - Selected Processes
[ITIL Selected Processes]
S. Which of the following are NOT the activities as described
in the Service T ransition Plan for release and
deploying a release into the Test and production Environments?
I. Service transition work environment and required infrastructure
planning
II. Handling resource requirements and budgets at each
Service Life Cycle stage
III. Identifying the test cases for the new service
IV. All other risks and issues to be controlled
A.IV
B. I
C. III
D. II
S. C - Identifying the test cases for the new service is not
an activity as described under in the Service Transition
Plan for release and deploying a release into the Test and
production Environments. (Service Transition) - Selected Processes [ITIL Selected Processes]
6. Which of the following statements is TRUE with respect
to the definition of a Process?
A. A process takes the input and processes the output.
B. All processes need not have a process owner.
C. A process owner and a process manager always are two
different roles and two different persons.
D. All processes should be measurable, cost and performance driven.
6. D -All processes should be measurable, cost and performance
driven. (ITIL Generic Concepts)-Generic Concepts
and Definitions [ITIL Generic Concepts and Definitions]
7. What are the contents of a Service Catalog?
A. A service Catalog contains a list of retired services provided
by the Service Provider.
B. A service Catalog contains a list of decommissioned
services provided by the Service Provider.
C. A service Catalog contains a list of live services provided
by the Service Provider.
D. A service Catalog contains a list of live, retired and decommissioned
services provided by the Service Provider.
7. C -A service Catalog contains a list of live services provided
by the Service Provider. (Service Design) - Selected
Processes [ITIL Selected Processes]
8. Which of the following statements for a Service request
is FALSE?
A. A service request is a request from a user for a standard
change.
B. A service request is a request from a user for information
or advice.
C. A service request is a request from a user for access to
an IT service.
D. A service request is a request from a user for help him
to open his software application.
8. D - A request from a user for help him to open his
software application is an Incident, others are service requests.
(Service Operation) - Selected Processes [ITIL Selected
Processes]
9. Which of the following statements is NOT an example
of an Incident?
A. A user calls the Service Desk to log a request to configure
a new printer
B. A user submits a service desk call stating he is not able
to open an application after an upgrade.
C. A user logs a call stating his inability to print.
D. A user logs a call to Service Desk stating his emails to
the external domains are bouncing.
9. A -A user calls Service Desk to log a request to configure
a new printer - This is a Service request and not an
Incident. (Service Operation) -Selected Processes [ITIL Selected
Processes]
10. Which if the following is an example of a reactive
change?
A. Adding more network bandwidth prior to a major business
conference.
B. Replacing a failed network router that caused a service
outage.
C. Upgrading a hard drive cluster that is 90°/o filled to
capacity.
D. Virtualizing servers to save money.
10. B - Reactive changes are implemented in response to
an incident, problem, or event, while proactive changes
are implemented in advance of a predicted need. [Service
Transition] [ITIL Technology and Architecture]
11. Which of the following statements is a CORRECT definition
of an Event in ITIL?
A. An event is a change of state that has significance for
the management of a service in Service Catalog Management
process.
B. An event is a change of state that has significance for
the configuration management process.
C. An event is a change of process state that has significance
for the IT management within an organization.
D. An event is a change of state that has significance for
the management of a configuration item or IT service.
11. D - The CORRECT definition of an Event in ITIL)
is ''An event is a change of state that has significance
for the management of a configuration item or IT service."
(Service Operation) - Selected Processes [ITIL Selected
Processes]
16. The entry to Incident Management process can come
from which of the following?
I. Events communicated directly by users
II. Through Service Desk
III. Through tools used for event management
IV. Through hardware resources
A. II and IV
B. I and III
C. I, II and III
D. only II
16. C - The entry to Incident Management process
can come from Events communicated directly by users,
Through Service Desk and Through tools used for event
management. (Service Operation) - Selected Processes
[ITIL Selected Processes]
17. Which of the following process has the ability to identify
business priorities and allocate dynamic resources as
and when needed?
A. Incident Management
B. Problem management
C. Change Management
D. Event Management
1 7. A - Incident management process has the ability to identify business priorities and allocate dynamic resources
as and when needed. (Service Operation) - Selected
Processes [ITIL Selected Processes]
18. Which of the following definitions best apply to the
Change models in the change Management process in the
Service Transition phase?
A. Change models are steps to execute a change as defined
in the Service Strategy phase of the Service Life cycle.
B. Change models reflect a fixed number and fixed type of
steps required to do a change.
C. Change Models are defined as pre-established process
flows with the necessary steps to satisfy the type of
change and level of authorization needed to properly assess
the risk and the impact.
D. Change models are templates used in a CMDB which
are followed when updating Configuration Items (Cls).
18. C - The definition of the Change models as present
in the change Management process in Service Transition
phase is ''Change Models are pre-established process flows
with the necessary steps to satisfy the type of change and
level of authorization needed to properly assess risk and
impact''. (Service Transition) - Selected Processes [ITIL Selected
Processes]
19. The significance of RACI model is BEST described in
which of the following statements?
A. Each activity in a process should have one person as
Responsible owner and any number of persons as Accountable.
B. Each activity in a process should have only one person
as Responsible owner and only one person as Accountable.
C. Each activity in a process should have at least one
person as Responsible owner and only one person as Accountable.
D. Each activity in a process should have at least one person
as Accountable and only one person as Responsible.
19. C - Each activity in a process should have at least
one person as Responsible owner and only one person as
Accountable. (ITIL Generic Concepts) - Generic Concepts
and Definitions [ITIL Generic Concepts and Definitions]
20. Which of the following activities does a Service
Provider do at his best in order to achieve his business
objectives?
A. Provide stable services to the customer.
B. Reacting to customer needs.
C. Predicting the customer needs through preparation
and analysis of customer service usage patterns.
D. Enabling customer's business objectives.
20. C - Predicting the customer needs through preparation
and analysis of customer service usage patterns is
the only way a service provider can excel in his job. (ITIL
Generic Concepts) - Generic Concepts and Definitions
[ITIL Generic Concepts and Definitions]
21. Which of the following statements are FALSE with
respect to the value provided by the Event Management
Process to the business?
A. Event Management can help signal status changes that
allow appropriate action to take place by manual intervention.
B. Event Management provides a basis for automated operations.
C. Event Management helps detect incidents at a very
early stage.
D. Event Management cannot help in real-time monitoring
to reduce downtime.
21. D - Event Management can help significantly in realtime
monitoring to reduce downtime by automating activity.
(Service Operation) - Selected Processes [ITIL Selected
Processes]
22. Which of the following is the aim of Availability Management?
I. To identify and resolve any kind of service related incidents
and problems
II. To minimize the duration and impact of events on IT
services to ensure rapid business execution
III. To support the effects of events on services for rapid
business operation
IV. To examining the events effected on services for rapid
business execution
A. I only
B. II only
C. III only
D. IV only
22. B -The Aim of the Availability Management is to minimize
the duration and impact of events on IT services to ensure rapid business execution. (Service Design) - Selected
Processes [ITIL Selected Processes]
23. Please state which of the following choices of answers
best suit the given statement.
Service Improvements will be possible only if there exists
I. Well planned and implemented processes
II. Performance is monitored on a day-to-day basis
III. Metrics are gathered appropriately
IV. Data is gathered systematically
A. All of them
B. II, III and IV
C. I, II and III
D. I, III and IV
23. A- Service Improvements will be possible only if there
exists
I). Well planned and implemented processes
II). Performance is monitored on a day-to-day basis
III). Metrics are gathered appropriately
IV). Data is gathered systematically. (Continual Service
Improvement) - Selected Processes [ITIL Selected Processes]
24. Which are the two major control perspectives of
process guidelines, methods and tools with respect to IT
Service Operation phase of the Service Life Cycle?
A. Demand and Supply
B. Manage and Support
C. Reactive and Proactive
D. Good practice and Best practice
24. C - The two major control perspectives of process
guidelines, methods and tools with respect to IT Service
Operation phase of the Service Life Cycle are Reactive
and Proactive. (Service Operation) - Generic Concepts and
Definitions [ITIL Generic Concepts and Definitions]
25. Which of the following choices correctly depict the
sub-types in the Problem Management process?
A. Proactive and Reactive
B. Subjective and Objective
C. Customer oriented and Business oriented
D. Internal and External
25. A - Proactive and Reactive correctly depict the subtypes
in the Problem Management process. (Service Operation)
- Selected Processes [ITIL Selected Processes]
26. What are the service provider types according to the
Service Strategy phase?
A. Internal, Shared and External
B. Internal and External
C. Internal and Outsourced
D. Shared and External
26. A - Internal, Shared and External are the service
provider types according to the Service Strategy phase.
(Service Strategy) - Service Lifecycle [The Service Lifecycle]
27. What is the definition of a ''Function'' in ITIL?
I. Units of organization specialized to perform certain
types of work
II. Units of organization responsible for specific outcomes
III. Units of organization self contained with capabilities
and resources required to perform and produce the result
with BOK
A. I and II only
B. I, II and III
C. I only
D. I and III only
2 7. B - A Function in ITIL is defined as
I). Units of organizations specialized to perform certain
types of work
II). Units of organizations responsible for specific outcomes
Ill). Units of organization self contained with capabilities
and resources required to perform and produce the result
with BOK
(ITIL Generic concepts) - Generic Concepts and Definitions
[ITIL Generic Concepts and Definitions]
28. Event Management can be applied to which of the following
aspects of Service management?
I. Configuration items
II. Environmental conditions
III. Software license monitoring
IV. Security
A. II, III and IV
B. I, II and III
C. All of them
D. I, II and IV
28. C - Event Management can be applied to all the following
aspects of Service management.
I). Configuration items
II). Environmental conditions.
Ill). Software license monitoring.
IV). Security.
(Service Operation) - Selected Processes [ITIL Selected
Processes]
29. The Service V Model helps us to achieve which of the
following objectives?
A. It helps us to understand the customer requirements
better.
B. It helps us understand the validity of quality measurements
for a given service.
C. It helps us to understand the difference between the
projected business cost and the actual business costs.
D. It helps us to understand the verification and validation
test requirements of the service.
29. D - The Service V Model helps us to understand
the verification and validation test requirements of the
service. (Service Transition) - Key Principles and Models
[ITIL Key Principles and Models]
30. Which of the following choices correctly define the
term KEDB?
A. Knowledge Executive Draft Board
B. Known Error Database
C. Known Event Database
D. Knowledge Error Database
30. B - KEDB correctly expands as Known Error Database.
(Service Operation) - Selected Processes [ITIL Selected
Processes]
31. Which one of the fallowing is NOT one of the delivery
models in the Service Design Life cycle stage?
A.ASP
B.KPO
C.BPO
D.NET
31. D - BPO, KPO & ASP are the delivery models in the Service
Design Life cycle stage ..N et is an unrelated platform
reflecting a programming technology. (Service Design) -
Service Lifecycle [The Service Lifecycle]
32. Which of the following statements are TRUE with respect
to the Information Security Management process?
I. Business will decide which information is to be classified
as confidential and which is to be public
II. All business processes except Service improvement
processes should be considered when formulating the
level of data protection.
III. Information and Data protection involves physical
and technical aspects.
A. II and III
B. All of the statements are true
C. I and II
D. I and III
32. D - The following statements are TRUE with respect to
the Information Security management process
I). Business will decide which information is to be classified
as confidential and which is to be public
II). Information and Data protection involves physical
and technical aspects. (Service Design) - Selected Processes
[ITIL Selected Processes]
33. What are the contents of a Definitive Media Library as
suggested by ITIL?
A. Master copies of all controlled documentation
B. Licenses of all applications and software
C. Master copies of all developed software application
D. All of them
33. D - The contents of a Definitive Media Library as
suggested by ITIL are master copies of all applications,
Licenses and controlled documentation. (Service Transition)
- Selected Processes [ITIL Selected Processes]
34. Which of the following choices BEST describe a Service
Desk structure in ITIL?
A. Local, Centralized, Virtual, Follow the sun
B. Local, Centralized, Real, Outsourced
C. Local, International, Outsourced, Under the sun
D. Physical, Virtual, National, International
34. A - Local, Centralized, Virtual, Follow the sun are the
Service Desk structured in ITIL). (Service Operation) - Selected
Functions [ITIL Selected Functions]
3S. Which of the following are the goals of the Change
Management Process in the Service Transition phase?
I. The Configuration Management System handles all
changes to Configuration items and Service assets
II. The goal of change management process is in alignment
with the business goals and all stakeholders' interest
III. Prevent unauthorized access to people to make
changes to the production environment
A. I and III
B. I and II
C. II and III
D. I, II and III
3 S. D - The fallowing are the goals of the Change Management
Process in the Service Transition phase
I). The Configuration Management System handles all
changes to Configuration items and Service assets.
II).The goal of change management process is in alignment
with the business goals and all stakeholders' interest.
III). Prevent unauthorized access to people to make
changes to the production environment. (Service Transition)
- Selected Processes [ITIL Selected Processes]
36. Which of the following are the types of change models
as per the Change Management process?
A. Standard, Normal and Emergency
B. Standard, Classified and Emergency
C. Normal, Average and Emergency
D. Normal, Emergency and Urgent
36. A - The following are the types of change models as per the Change Management process - Standard, Normal
and Emergency. (Service Transition) - Selected Processes
[ITIL Selected Processes]
3 7. Which of the following are NOT activities related to
the Service Strategy process?
I. Survey the market and understand the needs of the
market.
II. Articulate the needs of the customer and define the
value for your service in his terms.
III. Analyze the business patterns and prescribe the way
in which they will access the service over a period of time.
IV. Agreeing upon service level targets with the customer
after negotiation to produce the SLA.
A. III and IV
B. Only II
C. I and II
D. I and III
37. A - Service Strategy Process is concerned with strategizing
the conception of the service as per the market
demand, development of the service, planning for the reso11rces
and execution. The following are some of the key
activities: S11rvey the market and understand the needs of
the market; Choose yo11r customers and zero in on them;
Articulate the needs of the customer and define the value
for yo11r service in his terms; Define the kinds of services
as a service provider you can provide to the customer; To
top up the service define the value add you can provide
to yo11r customers (Service Strategy) - Selected Processes
[ITIL Selected Processes]
38. Which of the following are FALSE with respect to the
Change Management Process in the Service Transition
phase?
I. Increase the mean time to restore service (MTRS) by
quickly and successfully implementing the corrective
changes
II. Track changes through the Service Lifecycle on an onand-
off basis
III. Work towards poorer estimations of the quality, time
and cost of change
IV. Assess the business risks and risks to the customer
that are associated with the transition of services
A. only III and IV
B. I, II and III
C. All of the statements are false
D. I, II and IV
38. B - All choices except ''Assessing the business risks
and risks to the customer that are associated with the
transition of services'' are FALSE with respect to the
Change Management Process in the Service T ransition
phase. (Service Transition) - Selected Processes [ITIL Selected
Processes]
THIS SET IS OFTEN IN FOLDERS WITH...