ITIL-F ITIL Foundation Questions and Answers

Service level management

IT operations management

Capacity management

Incident management

2, 3 and 4 only

All of the above

1, 2 and 3 only

1, 2 and 4 only

Customers buy IT services; users use IT services

Customers design IT services; users test IT services

Customers sell IT services; users improve IT services

Customers agree the service levels; users buy IT services

Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

The IT director

The process owner

The service owner

The customer

It supports the creation of a catalogue of services

It leads to gradual and continual improvement in service quality

It provides quick and effective access to standard services

It results in higher volumes of successful change

A function is a set of responsibilities allocated to a service manager

A process is a team or group of people and the tools they use to perform one or more activities

A function is a set of specialised organisational capabilities

A process is a structured set of activities designed to accomplish a specific objective

1 only

2 and 3 only

1, 2 and 4 only

All of the above

Request fulfilment

Service portfolio management

Service desk

IT finance

To identify patterns of business activity

To ensure high levels of customer satisfaction

To secure funding to manage the provision of services

To ensure strategic plans for IT services exist

Capacity management

Governance

Service design

Service level management

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

Knowledge

Information

Wisdom

Data

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Event management, incident management, problem management, request fulfilment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfilment, and event management

Incident management, service desk, request fulfilment, access management, and event management

To ensure that a service can be managed, operated and supported

To provide training and certification in project management

To provide quality knowledge and information about services and service assets

To plan and manage the capacity and resource requirements to manage a release

1 only

2 only

3 only

All of the above

Service design

Service transition

Continual service improvement

Service operation

To ensure that a service can be managed and operated in accordance with constraints specified during design

To design and develop capabilities for service management

To provide good-quality knowledge and information about services

To plan the resources required to manage a release

The desk is co-located within or physically close to the user community it serves

The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

The desk provides 24 hour global support

There is a single desk in one location serving the whole organization

1, 2 and 4 only

2, 3 and 4 only

1, 3 and 4 only

1, 2 and 3 only

Defining where the vendor of an application should be located

Ensuring that the required functionality is available to achieve the required business outcome

Deciding who the vendor of storage devices will be

Agreeing the service levels for the service supported by the application

What is the return on investment (ROI)?

How much did it cost?

How do we keep the momentum going?

What is the value on investment (VOI)?

2 and 3 only

1 and 3 only

2 and 4 only

All of the above

It supports the creation of a portfolio of quantified services

It ensures IT services are continuously aligned to business requirements

It defines the control of service assets and configurations

It reduces the duration and frequency of service outages

Planning how to recover the cost of a change

Planning the steps required to be taken if a change is unsuccessful

Planning how to compensate a user for a failed change

Planning how to advise the change requestor of a failed change

The results specific to the clauses in a service level agreement (SLA)

The result of carrying out an activity, following a process or delivering an IT service

All the accumulated knowledge of the service provider

All incidents reported to the service desk

Service level agreements (SLAs)

Third-party contracts

The service portfolio

Operational level agreements (OLAs)

Strategic service

Delivered service

Internal service

External service

1, 2 and 3 only

1 and 2 only

1, 2 and 4 only

All of the above

To establish trends for use in problem management and other IT service management (ITSM) activities

To ensure service levels are met and breaches of agreements are avoided

To enable the incident management database to be partitioned for greater efficiency

To identify whether the user is entitled to log an incident for this particular service

To prevent problems and their resultant Incidents

To manage problems throughout their lifecycle

To restore service to a user

To eliminate recurring incidents

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Prioritizing conflicts for service transition resources

Coordinating the efforts required to manage multiple simultaneous transitions

Maintaining policies, standards and models for service transition activities and processes

Detailed planning of the build and test of individual changes

Components

Processes

The end-to-end service

Customer satisfaction

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

Incidents can only be reported by users

Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

All calls to the service desk must be logged as incidents

Incidents reported by technical staff must also be logged as problems

Change management

Service catalogue management

Supplier management

Release and deployment management

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

A set of specialized organizational capabilities for providing value to customers in the form of services

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

The management of functions within an organization to perform certain activities

Units of organizations with roles to perform certain activities

Definitive media library (DML)

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

Business services

Component services

Supporting services

Customer services

Service management

Incident management

Resource management

Service support

Implementing service and process improvements

Reviewing measurements and metrics

Creating a baseline

Defining measurable targets