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ITIL Foundation Certification Practice Exam 14

Terms in this set (31)

1. The Availability Manager is responsible for achieving
what level of availability?
A. Availability within+/- 5 °/o of SLA terms.
B. 100°/o uptime
C. Availability equal to or greater than SLA terms
D. 99.999°/o uptime during business hours
1. C - The Availability Manager is responsible for achieving
levels of availability that meet or exceed business requirements
- ITIL - Selected Roles [ITIL Selected Roles]
2. One of Service Operation's key goals is achieving balance
between the Internal IT View and the External Business
View, as well as which of the following?
A. Stability and responsiveness
B. Budget and requirements
C. Availability and capacity
D. Incidents and problems
2. A - An appropriate balance must be struck between
stability and responsiveness. Too much focus on stability
can cause IT to ignore changing business requirements,
while too much focus on responsiveness can result in a
decrease in the stability of the infrastructure. - ITIL - Service
Management as a Practice [Service Management as a
Practice]
3. The finance group runs a large database report daily.
This report is very resource intensive and slows the response
time for all users of the database while the report
is running. A fter some discussion with the IT group, it
was determined that running the report after business
hours would be the most effective way to resolve the
problem of slow database performance for all users. What
is this response called?
A. Demand management
B. Availability management
C. Capacity management
D. Service management
3. A - Demand management is the process of understanding
business demands for services, and strategically
responding with physical, technical, or financial constraints
to influence and control the demand. - ITIL - Selected
Processes [ITIL Selected Processes]
4. Which Service Design process is concer ned with negotiating
and establishing performance targets?
A. Service Level Management
B. Availability Management
C. Capacity Management
D. IT Service Continuity Management
4. A - Service Level Management concerns itself with determining,
negotiating, and establishing service delivery
target levels. - ITIL - Selected Processes [ITIL Selected Processes]
S. Which of the following processes is focused on the underlying
IT inf rastructure?
A. Service Capacity Management
B. Component Capacity Management
C. Demand Management
D. Availability Management
S. B - Component Capacity Management provides for
the identification and management of IT infrastructure
components such as CPU, memory, bandwidth, and disk
utilization. - ITIL - Selected Processes [ITIL Selected Processes]
6. Leggett Accounting has found that its corporate mail
system has consistently fallen below stated levels of
availability. Which of the following would be developed
to d etermine how best to improve email services?
A. Service Improvement Plan
B. Availability Management Plan
C. Service Metric Analysis
D. Capacity Management Plan
6. A - Service Improvement Plans are used to implement
necessary changes to improve a service. A baseline measurement
is used as a reference point to determine if
improvement goals have been met. - ITIL - Selected Processes
[ITIL Selected Processes]
7. Financial Management for IT is comprised of which
three activities?
A. Budgeting, IT accounting, and demand management
B. Budgeting, IT accounting, and charging
C. Budgeting, opportunity management, and charging.
D. Budgeting, analysis, and charging
7. B - Budgeting, IT accounting, and charging are the primary
activities performed in Financial Management for
IT. - ITIL - Selected Processes [ITIL Selected Processes]
8. Which of the following are inputs into Capacity Management
processes?
A. Budgets
B. Business strategies
C. Business requirements
D. All of the above
8. D - Capacity management uses inputs from both
business and technical camps to ensure adequate and appropriate
performance and capacity of IT services and
components. - ITIL - Selected Processes [ITIL Selected Processes]
9. ITIL separates which of the following into these
groups: Process, Technology, and Service?
A. Metrics
B. Business requirements
C. Contracts
D. Personnel
9. A - ITIL categorizes metrics as either Process, Technology,
or Service. Process Metrics are captured as KPis,
Technology Metrics are associated with infrastructure
and applications, and Service Metrics measure the end
to end performance of a service by combining multiple
component metrics. - ITIL - Service Management as a
Practice [Service Management as a Practice]
10. Which ITIL lifecycle process is most concerned with
disaster recovery planning?
A. IT Service Continuity Management
B. Availability Management
C. Capacity Management
D. Risk Management
10. A - IT Service Continuity Management ensures that
the required IT infrastructure and services that support
critical business processes can be recovered within required
timeframes. - ITIL - Selected Processes
20. Which of the fallowing best describe the phases of an
incident between occurrence and restore point?
A. Detection, Diagnosis, Repair, Recovery
B. Monitoring, Measuring, Reporting, Recovery
C. Detection Diagnosis, Notification, Recovery
D. Detection, Management, Reporting, Analysis
20. A - The phases of the incident lifecycle are Detection,
Diagnosis, Repair, and Recovery. Time metrics are used to
measure these phases. - ITIL - Key Principles and Models
[ITIL Key Principles and Models]
21. Deepak is the Service Level Manager for a cloud serv
ices provider. Which of the following is not one of his
responsibilities:
A. Developing Underpinning Contracts
B. Vendor relationship management
C. Developing Service Level Agreements
D. Service Testing
21. D - Service Level Managers are responsible for developing and managing service level agreements as well as
the supporting vendor contracts the service requires. -
ITIL - Selected Roles [ITIL Selected Roles]
22. The Change Manager at Phillips Morgan Accounting
does not have the technical expertise to understand the
possible impacts of a proposed change to a database
server. According to ITIL, upon which of the following
would the Change Manager rely to provide advice and
guidance?
A. Change Advisory Board
B. Finance Director
C. IT Director
D. Suppliers
22. A - The Change Advisory Board (CAB) is the body of
experts that the Change Manager relies on for advice and
information when changes are proposed. The CAB is composed
of representatives from various stakeholder groups
such as IT, Finance, HR, or even 3rd party suppliers. - ITIL
- Selected Roles [ITIL Selected Roles]
23. Donna is the Change Manager at ABC Manufacturing.
In order for her to provide final authorization for a change, she must have approval from which three organization
areas?
A. Suppliers, Business, Technology
B. Finance, Executive, Technology
C. CAB, ECAB, Configuration Management
D. Finance, Business, Technology
23. D - Although the Change Manager is responsible for
authorizing Changes, he or she must have Financial, Business,
and Technology approval before final approval is
granted. - ITIL - Selected Roles [ITIL Selected Roles]
24. A service provider wants to identify the roles of the
stakeholders of a new product it will offer. Which of the
following models would be useful for this purpose?
A. Flowchart
B. Swim-lane
C. FMIT
D. RACI
24. D - A RACI model is used to document roles and relationships
between stakeholders. Stakeholders are identified
as one or more of the following: Responsible, Accountable,
Consult, and Inform. - ITIL - Key Principles
and Models [ITIL Key Principles and Models]
2S. Which of the following types of support models offers
the highest first call resolution rate?
A. Call Center
B. Service Desk
C. Help Desk
D. Customer Service Desk
24. D - A RACI model is used to document roles and relationships
between stakeholders. Stakeholders are identified
as one or more of the following: Responsible, Accountable,
Consult, and Inform. - ITIL - Key Principles
and Models [ITIL Key Principles and Models]
26. Echo Systems has setup databases and tools to capture
facts and statistics about its IT services. Which of the
following can not be captured this way?
A. Wisdom
B. Information
C. Knowledge
D. Data
26. A - Wisdom comes from having knowledge and experience to make sound judgments and decisions. It is a
quality that can not be captured in a database or tool. -
ITIL - Key Principles and Models [ITIL Key Principles and
Models]
27. Ensuring the confidentiality, integrity, and availability
of an organizations IT assets is the goal of which ITIL
lifecycle process?
A. Information Security Management
B. IT Service Management
C. IT Service Continuity Management
D. Availability Management
27. A - Information Security Management ensures that
the confidentiality, integrity, and availability of an organization's
assets, including data, services, and infrastructure,
is maintained in accordance with the organization's
policies. - ITIL - Selected Functions [ITIL Selected Functions]
28. ITIL describes a model for ensuring a service is ready
for release to customers that involves specifying and validating
all requirements. What is this model called?
A. Matrix
B. Iterative
C. Waterfall
D. Service V
28. D - The Service V Model is a structured approach to
defining acceptance requirements against requirements
for features, functionality, performance. When the acceptance
requirements for all aspects of the service have
been met, the service is deemed ready for release to customers.
- ITIL - Generic Concepts and Definitions [ITIL
Generic Concepts and Definitions]
29. Richard maintains a large inventory of spare parts
for the systems in his company's IT infrastructure. These
spares include disk drives, network switches, and VoIP
phones, all of which are pre-configured and ready to be
put into production. What is this inventory called?
A. Hardware Library
B. Definitive Spares
C. Just In Time Inventory
D. Hot Spares
29. B - Spare equipment and components that are preconfigured
and maintained at the same level as the production
environment are housed in an inventory called Definitive
Spares (DS). - ITIL - Technology and Architecture
[ITIL Technology and Architecture]
30. Plan, Do, Check, Act are the four phases of which continuous process improvement model?
A. Ishikawa Model
B. ITIL
C. Deming Cycle
D. Maslow's Hierarchy
30. C - The Deming Cycle, also known as POCA, is a continuous
process improvement model. Each step is carried
out in this specific order, as many times as necessary. -
ITIL - Key Principles and Models [ITIL Key Principles and Models]
31. Which of the following is not one of the four perspectives
of ITSM?
A. People
B. Partners
C. Policy
D. Products
31. C - The four perspectives of IT service management,
also known as ''4P's'', are partners, people, products, and
processes. - ITIL - Service Management as a Practice [Service
Management as a Practice]
32. Which of the following is not a type of control used by
Information Security Management?
A. Technical
B. Operational
C. Physical
D. Procedural
32. B - Information Security Management uses organizational,
procedural, physical, and technical controls to secure
IT assets. - ITIL - Selected Functions [ITIL Selected
Functions]
33. Separating file backup and file restore tasks between
staff members is an example of what type of security control?
A. Organizational
B. Physical
C. Procedural
D. Technical
33. C - Separation of duties between two or more staff
members is a procedural security control. - ITIL - Selected
Functions [ITIL Selected Functions]
34. Solis Enterprises experienced a 45-minute outage
on its primary internet connection during core business
hours. T he network group manually transitioned
the company's internet access to a slower speed backup
connection until the primary circuit came back online.
Which process best describes this response?
A. Event Management
B. Availability Management
C. Incident Management
D. Problem Management
34. C - Incident Management addresses the symptoms of
an unplanned disruption or outage to restore service operation
as quickly as possible. It does not address the root
cause of the issue. - ITIL - Selected Processes [ITIL Selected
Processes]
3S. Any time a new service is developed or an existing
service is modified, it must be checked against which of
the following?
A. Processes
B. Technology architectures
C. Business requirements
D. Service pipeline
3S. C - An organization must cross check every new and
modified service offering against business requirements,
to be sure it is fit for its purpose. - ITIL - Key Principles and
Models [ITIL Key Principles and Models]
36. Mary Beth is the Release and Deployment Manager at
Stepco Design. She interfaces with the Change Management
Team as well as various engineering and infrastructure
groups developing new services. Which of the following
skills would Mary Beth most need to be successful
in this role?
A. Project Management
B. Public Relations
C. Business Awareness
D. Budgeting
36. A - The Release and Deployment Manager must coordinate
tasks, deadlines, and delivery of services and service
changes with many different groups within an organization.
Of the skills listed, strong project management skills will be most beneficial for this role. - ITIL - Selected
Roles [ITIL Selected Roles]
3 7. A new or modified service that is released to all users
is known as what type of deployment?
A. Push
B. Attended
C. Automated
D. Big Bang
37. D - Big Bang deployments are used for new or modified
services that are rolled out to all users at once. A
phased approach impacts only a specific group or groups
of users at a time. - ITIL - Selected Functions [ITIL Selected
Functions]
38. Monitoring, measuring, and analyzing the performance
of a server with the intent to alert IT an outage has
occurred is which type of activity?
A. Proactive
B. Reliability management
C. Outage management
D. Reactive
38. D -Activities that are performed with the intent to address
a problem or incident after it has already occurred,
such as a server outage, are reactive activities. - ITIL - Selected
Functions [ITIL Selected Functions]
39. An organization has determined a service no longer
meets minimum functional and technical requirements.
Which of the following outcomes should the organization
choose for this service?
A. Replace
B. Retire
C. Renew
D. Refactor
39. B - When a service is deemed to no longer meet
minimum technical and functional requirements, it is no
longer fit for service and should be retired. In order to
be renewed, replaced, or refactored, the service must still
meet minimum fitness requirements. - ITIL - Key Principles
and Models [ITIL Key Principles and Models]
40. Which of the following processes is found in two ITIL
Lifecycle phases?
A. Problem Management
B. Requirements Management
C. Service Level Management
D. Capacity Management
40. C - Service Level Management is found in both the Service
Design and Continuous Service Improvement Processes.
In Service Design, service levels are designed and
negotiated, while in Continuous Service Improvement,
service levels are monitored, evaluated, and improved.
- ITIL - Generic Concepts and Definitions [ITIL Generic
Concepts and Definitions]
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