Question 1

Which stage of the change management process deals with what should be done if the change is unsuccessful?

Accepted Answer

A)   Remediation planning
B)   Categorization
C)   Prioritization
D)   Review and close

Question 2

A process owner is responsible for which of the following? 1. Defining the process strategy
2)  Assisting with process design
3)  Improving the process
4)  Performing all activities involved in a process

Accepted Answer

A)   2, 3 and 4 only
B)   All of the above
C)   1, 2 and 3 only
D)   1, 2 and 4 only

Question 3

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is
2)  Ensuring a working relationship between the customer and service provider
3)  Defining how value is created

Accepted Answer

A)   1 only
B)   2 only
C)   3 only
D)   All of the above

Question 4

Which statement about the known error database (KEDB)  is CORRECT?

Accepted Answer

A)   It is maintained by the service desk and updated with the details of each new incident
B)   It is a part of the configuration management database (CMD
B)   and contains workarounds
C)   It is maintained by problem management and is used by the service desk to help resolve incidents
D)   It is maintained by incident management and contains solutions to be implemented by problem management

Question 5

Which one of the following is an objective of release and deployment management?

Accepted Answer

A)   To standardize methods and procedures used for efficient and prompt handling of all changes
B)   To ensure all changes to service assets and configuration items (CIs)  are recorded in the configuration management system (CMS) 
C)   To ensure that the overall business risk of change is optimized
D)   To define and agree release and deployment plans with customers and stakeholders

Question 6

Which is NOT within the scope of service transition?

Accepted Answer

A)   Managing major changes or new services into the operational environment.
B)   Defining how the service provider will meet the customer's required business outcomes.
C)   Ensuring that emergency changes are assessed for impact before implementation.
D)   Creating a logical model between the individual components and the overall service.

Question 7

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Accepted Answer

A)   Outcome
B)   Incident
C)   Change
D)   Problem

Question 8

Which of the following statements about processes is INCORRECT?

Accepted Answer

A)   They are units of organizations designed to perform certain types of work
B)   We must be able to measure them in a relevant manner
C)   They deliver specific results
D)   They respond to specific events

Question 9

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Accepted Answer

A)   Customer level
B)   Service level
C)   Corporate level
D)   Configuration level

Question 10

What BEST describes the value of service design to the business?

Accepted Answer

A)   It supports the creation of a portfolio of quantified services
B)   It reduces total cost of ownership (TCO)  of services
C)   It improves the control of service assets and configurations
D)   It provides quick and effective access to standard services

Question 11

Remediation planning is a key part of which process?

Accepted Answer

A)   Capacity management
B)   Change management
C)   Financial management for IT services
D)   Availability management

Question 12

Which statement about the 'four Ps" of service design is CORRECT?

Accepted Answer

A)   Processes refers to skills and training
B)   Partners refers to suppliers and vendors
C)   People refers to technology and tools
D)   Products refers to procedures and metrics

Question 13

Which stage of the continual service improvement (CSI)  approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Accepted Answer

A)   Where are we now?
B)   Where do we want to be?
C)   How do we get there?
D)   Did we get there?

Question 14

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Accepted Answer

A)   Continual Service Improvement
B)   Service Transition
C)   Service Design
D)   Service Operation

Question 15

Which are the elements of process control?

Accepted Answer

A)   Inputs, outputs and triggers
B)   Work instructions, procedures and roles
C)   Resources, capabilities and metrics
D)   Process owner, policy and objectives

Question 16

Which one of the following is the BEST description of a service-based service level agreement (SLA) ?

Accepted Answer

A)   An agreement with an individual customer group, covering all the services that they use
B)   An agreement that covers one service for a single customer
C)   An agreement that covers service specific issues in a multi-level SLA structure
D)   An agreement that covers one service for all customers of that service

Question 17

What can be used to help determine the impact level of a problem?

Accepted Answer

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

Question 18

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Accepted Answer

A)   Availability management
B)   Capacity management
C)   Design coordination
D)   Release management

Question 19

Which service lifecycle stage provides the following values to the business?

Accepted Answer

A)   Service transition
B)   Service strategy
C)   Service operation
D)   Service design

Question 20

IT Service Continuity strategy should be based on: (1)  Design of the service technology (2)  Business continuity strategy (3)  Business Impact Analysis (4)  Risk assessment

Accepted Answer

A)   1, 2 and 4 only
B)   1, 2 and 3 only
C)   2, 3 and 4 only
D)   1, 3 and 4 only

Exam 2: ITIL Foundation

Remediation planning is a key part of which process?

Correct AnswerverifiedShow Answer

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Correct AnswerverifiedShow Answer

Which statement about the known error database (KEDB) is CORRECT?

Correct AnswerverifiedShow Answer

What can be used to help determine the impact level of a problem?

Correct AnswerverifiedShow Answer

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

Correct AnswerverifiedShow Answer

A process owner is responsible for which of the following? 1. Defining the process strategy 2) Assisting with process design 3) Improving the process 4) Performing all activities involved in a process

Correct AnswerverifiedShow Answer

Which service lifecycle stage provides the following values to the business?

Correct AnswerverifiedShow Answer

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

Correct AnswerverifiedShow Answer

Which stage of the change management process deals with what should be done if the change is unsuccessful?

Correct AnswerverifiedShow Answer

What BEST describes the value of service design to the business?

Correct AnswerverifiedShow Answer

What is the result of carrying out an activity, following a process or delivering an IT service known as?

Correct AnswerverifiedShow Answer

Which are the elements of process control?

Correct AnswerverifiedShow Answer

Which one of the following is the BEST description of a service-based service level agreement (SLA) ?

Correct AnswerverifiedShow Answer

IT Service Continuity strategy should be based on: (1) Design of the service technology (2) Business continuity strategy (3) Business Impact Analysis (4) Risk assessment

Correct AnswerverifiedShow Answer

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Correct AnswerverifiedShow Answer

Which statement about the 'four Ps" of service design is CORRECT?

Correct AnswerverifiedShow Answer

Which of the following statements about processes is INCORRECT?

Correct AnswerverifiedShow Answer

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle? 1. Providing an understanding of what strategy is 2) Ensuring a working relationship between the customer and service provider 3) Defining how value is created

Correct AnswerverifiedShow Answer

Which is NOT within the scope of service transition?

Correct AnswerverifiedShow Answer

Which one of the following is an objective of release and deployment management?

Correct AnswerverifiedShow Answer

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