ITIL-F

ITIL Foundation (syllabus 2011)

Version 9.0

QUESTION NO: 1Which role is responsible for carrying out the activities of a process?

A. Process ownerB. Change managerC. Service managerD. Process practitioner

Answer: D

QUESTION NO: 2Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. Service level managementB. IT operations managementC. Capacity managementD. Incident management

Answer: B

QUESTION NO: 3Which of the following options is a hierarchy that is used in knowledge management?

A. Wisdom - Information - Data - KnowledgeB. Data - Information - Knowledge - WisdomC. Knowledge - Wisdom - Information - DataD. Information - Data - Knowledge - Wisdom

Answer: B

QUESTION NO: 4At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. Service design: Design the processesB. Service strategy: Develop the offeringsC. Service transition: Plan and prepare for deploymentD. Service operation: IT operations management

Answer: A

QUESTION NO: 5Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumentedB. Public frameworks are always cheaper to adoptC. Public frameworks are prescriptive and tell you exactly what to doD. Proprietary knowledge has been tested in a wide range of environments

Answer: A

QUESTION NO: 6Which of the following is an objective of business relationship management?

A. To identify patterns of business activityB. To ensure high levels of customer satisfactionC. To secure funding to manage the provision of servicesD. To ensure strategic plans for IT services exist

Answer: B

QUESTION NO: 7The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. People, process, partners, performanceB. Performance, process, products, plansC. People, process, products, partnersD. People, products, plans, partners

Answer: C

QUESTION NO: 8Which of the following BEST describes service strategies value to the business?

A. Allows higher volumes of successful changeB. Reduction in unplanned costs through optimized handling of service outagesC. Reduction in the duration and frequency of service outagesD. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Answer: D

QUESTION NO: 9Which two processes will contribute MOST to enabling effective problem detection?

A. Incident and financial managementB. Change and release and deployment managementC. Incident and event managementD. Knowledge and service level management

Answer: C

QUESTION NO: 10Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Change proposalB. Change policyC. Service requestD. Risk register

Answer: A

QUESTION NO: 11Which of the following should be documented in an incident model?

1. Details of the service level agreement (SLA) pertaining to the incident2. Chronological order of steps to resolve the incident

A. 1 onlyB. 2 onlyC. Both of the aboveD. Neither of the above

Answer: B

QUESTION NO: 12Why is it important for service providers to understand patterns of business activity (PBA)?

A. PBA are based on organizational roles and responsibilitiesB. IT service providers CANNOT schedule changes until they understand PBAC. Demand for the services delivered by service providers are directly influenced by PBAD. Understanding PBA is the only way to enable accurate service level reporting

Answer: C

QUESTION NO: 13Which one of the following would NOT be defined as part of every process?

A. RolesB. Inputs and outputsC. FunctionsD. Metrics

Answer: C

QUESTION NO: 14Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A. Service level managementB. Service catalogue managementC. Demand managementD. Service transition

Answer: B

QUESTION NO: 15A process owner has been identified with an I in a RACI matrix. Which one of the following would be expected of them?

A. Be accountable for the outcome of an activityB. Perform an activityC. Be kept up-to-date on the progress of an activityD. Manage an activity

Answer: C

QUESTION NO: 16Which of the following are objectives of service level management?

1: Defining, documenting and agreeing the level of FT services to be provided2: Monitoring, measuring and reporting the actual level of services provided3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate in

A. 1, 2 and 3 onlyB. 1 and 2 onlyC. 1, 2 and 4 onlyD. All of the above

Answer: A

QUESTION NO: 17Which one of the following do technology metrics measure?

A. ComponentsB. ProcessesC. The end-to-end serviceD. Customer satisfaction

Answer: A

QUESTION NO: 18Which process includes business, service and component sub-processes?

A. Capacity managementB. Incident managementC. Service level managementD. Financial management

Answer: A

QUESTION NO: 19Which one of the following is NOT part of the service design stage of the service lifecycle?

A. Designing and maintaining all necessary service transition packagesB. Producing quality, secure and resilient designs for new or improved servicesC. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are producedD. Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

QUESTION NO: 20What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. OutcomeB. IncidentC. ChangeD. Problem

Answer: A

QUESTION NO: 21Which process is responsible for managing relationships with vendors?

A. Change managementB. Service portfolio managementC. Supplier managementD. Continual service improvement

Answer: C

QUESTION NO: 22Which of the following service desk organizational structures are described in service operation?

1. Local service desk2. Virtual service desk3. IT help desk4. Follow the sun

A. 1, 2 and 4 onlyB. 2, 3 and 4 onlyC. 1, 3 and 4 onlyD. 1, 2 and 3 only

Answer: A

QUESTION NO: 23What are the categories of event described in the UIL service operation book?

A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactive

Answer: C

QUESTION NO: 24What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. EmployersB. StakeholdersC. RegulatorsD. Accreditors

Answer: B

QUESTION NO: 25Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events2. To restore normal service operation as quickly as possible3. To minimize adverse impacts on business operations

A. 1 and 2 onlyB. 2 and 3 onlyC. 1 and 3 onlyD. All of the above

Answer: B

QUESTION NO: 26What is the name of the group that should review changes that must be implemented faster than the normal change process?

A. Technical managementB. Emergency change advisory boardC. Urgent change boardD. Urgent change authority

Answer: B

QUESTION NO: 27Which of the following is NOT an objective of service transition?

A. To ensure that a service can be operated, managed and supportedB. To provide training and certification in project managementC. To provide quality knowledge and information about services and service assetsD. To plan and manage the capacity and resource requirements to manage a release

Answer: B

QUESTION NO: 28Which of the following types of service should be included in the scope of service portfolio management?

1. Those planned to be delivered2. Those being delivered3. Those that have been withdrawn from service

A. 1 and 3 onlyB. All of the aboveC. 1 and 2 onlyD. 2 and 3 only

Answer: B

QUESTION NO: 29The BEST description of an incident is:

A. An unplanned disruption of service unless there is a backup to that serviceB. An unplanned interruption to service or a reduction in the quality of serviceC. Any disruption to service whether planned or unplannedD. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

QUESTION NO: 30Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improveB. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solutionD. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Answer: D

QUESTION NO: 31When can a known error record be raised?

1. At any time it would be useful to do so2. After a workaround has been found

A. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the above

Answer: D

QUESTION NO: 32What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. The change authorization boardB. The change advisory boardC. The change implementerD. The change manager

Answer: B

QUESTION NO: 33Which process is responsible for discussing reports with customers showing whether services have met their targets?

A. Continual service improvementB. Change managementC. Service level managementD. Availability management

Answer: C

QUESTION NO: 34What do customer perceptions and business outcomes help to define?

A. The value of a serviceB. GovernanceC. Total cost of ownership (TCO)D. Key performance indicators (KPIs)

Answer: A

QUESTION NO: 35Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identityB. Rights, access, identity, directory services, service/service componentsC. Physical, personnel, network, emergency, serviceD. Normal, temporary, emergency, personal, group

Answer: B

QUESTION NO: 36Which of these statements about resources and capabilities is CORRECT?

A. Resources are types of service asset and capabilities are notB. Resources and capabilities are both types of service assetC. Capabilities are types of service asset and resources are notD. Neither capabilities nor resources are types of service asset

Answer: B

QUESTION NO: 37Within service design, what is the key output handed over to service transition?

A. Measurement, methods and metricsB. Service design packageC. Service portfolio designD. Process definitions

Answer: B

QUESTION NO: 38What should a service always deliver to customers?

A. ApplicationsB. InfrastructureC. ValueD. Resources

Answer: C

QUESTION NO: 39Which process is responsible for the availability, confidentiality and integrity of data?

A. Service catalogue managementB. Service asset and configuration managementC. Change managementD. Information security management

Answer: D

QUESTION NO: 40Availability management is directly responsible for the availability of which of the following?

A. IT services and componentsB. IT services and business processesC. Components and business processesD. IT services, components and business processes

Answer: A

QUESTION NO: 41What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. Configuration baselineB. Project baselineC. Change baselineD. Asset baseline

Answer: A

QUESTION NO: 42Which of the following BEST describes the purpose of access management?

A. To provide a channel for users to request and receive standard servicesB. Provides the rights for users to be able to use a service or group of servicesC. To prevent problems and resulting Incidents from happeningD. To detect security events and make sense of them

Answer: B

QUESTION NO: 43Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practice

A. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 only

Answer: A

QUESTION NO: 44Which one of the following includes four stages called Plan, Do, Check and Act?

A. The Deming CycleB. The continual service improvement approachC. The seven-step improvement processD. The service lifecycle

Answer: A

QUESTION NO: 45The consideration of value creation is a principle of which stage of the service lifecycle?

A. Continual service improvementB. Service strategyC. Service designD. Service transition

Answer: B

QUESTION NO: 46Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Service level managementB. Service portfolio managementC. Request fulfilmentD. Demand management

Answer: C

QUESTION NO: 47Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A. Suppliers, manufacturers and vendorsB. CustomersC. Internal departmentsD. The facilities management function

Answer: A

QUESTION NO: 48Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level managementB. The IT service continuity managementC. The service catalogue managementD. The supplier management

Answer: D

QUESTION NO: 49The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. DataB. InformationC. KnowledgeD. Governance

Answer: C

QUESTION NO: 50Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service optionB. A service transition package (STP)C. A service design package (SDP)D. A service charter

Answer: C

QUESTION NO: 51Which of the following would commonly be found in a contract underpinning an IT service?

1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties

A. 1 and 2 onlyB. 1 and 3 onlyC. 2 and 3 onlyD. All of the above

Answer: D

QUESTION NO: 52Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment managementB. Change management, capacity management event management, service request managementC. Service level management, service portfolio management, service asset and configuration managementD. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

QUESTION NO: 53Which statement should NOT be part of the value proposition for Service Design?

A. Reduced total cost of ownershipB. Improved quality of serviceC. Improved Service alignment with business goalsD. Better balance of technical skills to support live services

Answer: D

QUESTION NO: 54Which process would be used to compare the value that newer services have offered over those they have replaced?

A. Availability managementB. Capacity managementC. Service portfolio managementD. Service catalogue management

Answer: C

QUESTION NO: 55Consider the following list:

1. Change authority2. Change manager3. Change advisory board (CAB)

Which one of the following is the BEST description of the items above?

A. Job descriptionsB. FunctionsC. TeamsD. Roles, people or groups

Answer: D

QUESTION NO: 56Hierarchic escalation is BEST described as?

A. Notifying more senior levels of management about an incidentB. Passing an incident to people with a greater level of technical skillC. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfactionD. Failing to meet the incident resolution times specified in a service level agreement

Answer: A

QUESTION NO: 57Which one of the following functions would be responsible for the management of a data centre?

A. Technical managementB. Service deskC. Application managementD. Facilities management

Answer: D

QUESTION NO: 58Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. RACI modelB. Incident modelC. Continual service improvement (CSI) approachD. The Deming Cycle

Answer: A

QUESTION NO: 59Which process will regularly analyse incident data to identify discernible trends?

A. Service level managementB. Problem managementC. Change managementD. Event management

Answer: B

QUESTION NO: 60Which is the correct definition of a customer facing service?

A. One which directly supports the business processes of customersB. A service that cannot be allowed to failC. One which is not covered by a service level agreementD. A service not directly used by the business

Answer: A

QUESTION NO: 61Which one of the following is the BEST definition of the term service management?

A. A set of specialized organizational capabilities for providing value to customers in the form of servicesB. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purposeC. The management of functions within an organization to perform certain activitiesD. Units of organizations with roles to perform certain activities

Answer: A

QUESTION NO: 62Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant IncidentsB. To manage problems throughout their lifecycleC. To restore service to a userD. To eliminate recurring incidents

Answer: C

QUESTION NO: 63Which one of the following is an objective of service catalogue management?

A. Negotiating and agreeing service level agreementB. Negotiating and agreeing operational level agreementsC. Ensuring that the service catalogue is made available to those approved to access itD. Only ensuring that adequate technical resources are available

Answer: C

QUESTION NO: 64Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service designB. To ensure that each release package specified by service design consists of a set of related assets and service componentsC. To ensure that all changes can be tracked, tested and verified if appropriateD. To record and manage deviations, risks and issues related to the new or changed service

Answer: A

QUESTION NO: 65Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvementsB. Reviewing measurements and metricsC. Creating a baselineD. Defining measurable targets

Answer: D

QUESTION NO: 66Which one of the following can help determine the level of impact of a problem?

A. Definitive media library (DML)B. Configuration management system (CMS)C. Statement of requirements (SOR)D. Standard operating procedures (SOP)

Answer: B

QUESTION NO: 67The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A. Training in risk management for all staff and identification of risksB. Identification of risk, analysis and management of the exposure to riskC. Control of exposure to risk and investment of capitalD. Training of all staff and investment of capital

Answer: B

QUESTION NO: 68Which of the following is an enabler of best practice?

A. StandardsB. TechnologyC. Academic researchD. Internal experience

Answer: B

QUESTION NO: 69Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. ProfitB. PreparationC. ProductsD. Potential

Answer: C

QUESTION NO: 70Which of the following is NOT one of the five individual aspects of service design?

A. The design of the service portfolio, including the service catalogueB. The design of new or changed servicesC. The design of market spacesD. The design of the technology architectures

Answer: C

QUESTION NO: 71Where would you expect incident resolution targets to be documented?

A. A service level agreement (SLA)B. A request for change (RFC)C. The service portfolioD. A service description

Answer: A

QUESTION NO: 72Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outages

A. All of the aboveB. 1 and 3 onlyC. 1 and 2 onlyD. 2 and 3 only

Answer: C

QUESTION NO: 73What are the categories of event described in the ITIL service operation book?

A. Informational, scheduled, normalB. Scheduled, unscheduled, emergencyC. Informational, warning, exceptionD. Warning, reactive, proactive

Answer: C

QUESTION NO: 74A process owner is responsible for which of the following?

1. Defining the process strategy2. Assisting with process design3. Improving the process4. Performing all activities involved in a process

A. 2, 3 and 4 onlyB. All of the aboveC. 1, 2 and 3 onlyD. 1, 2 and 4 only

Answer: C

QUESTION NO: 75Which one of the following is concerned with policy and direction?

A. Capacity managementB. GovernanceC. Service designD. Service level management

Answer: B