ITIL-Foundation ITIL Foundation Certification - IT Service Management Questions and Answers

An agreement between the service provider and another part of the same organization

An agreement between the service provider and an external organization

A document that describes to a customer how services will be operated on a day-to-day basis

A document that describes business services to operational staff

Service design

Service strategy

Continual service improvement

Service operation

PBA are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

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

Service operation

Service transition

Continual service improvement

Service strategy

A capacity database

A definitive media library

A request for change

A known error database

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

Incident management

Service asset and configuration management

Capacity management

IT service continuity management

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

Service transition planning and support

Design coordination

Service level management

Change management

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Change management

Service portfolio management

Supplier management

Continual service improvement

Capacity management

Incident management

Service level management

Financial management

1, 2 and 4 only

2, 3 and 4 only

1, 3 and 4 only

1, 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

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

The IT director

The process owner

The service owner

The customer

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

RACI model

Incident model

Continual service improvement (CSI) approach

The Deming Cycle

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

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

Incident and financial management

Change and release and deployment management

Incident and event management

Knowledge and service level management

Customers are a source of best practice and will advise service providers how it should be

implemented

Internal experience is the only source of best practice because it is developed within the service

provider

ITIL is a source of best practice and is validated across a wide set of environments and situations

Suppliers are a source of best practice and they will improve the services delivered by a service

Provider

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Standards

Technology

Academic research

Internal experience

To provide a channel for users to request and receive standard services

Provides the rights for users to be able to use a service or group of services

To prevent problems and resulting Incidents from happening

To detect security events and make sense of them

Customers, suppliers, advisors

Industry practices, academic research, training and education

Substitutes, regulators, customers

Competition, compliance, commitments

1 only

2 only

Both of the above

Neither of the above

Negotiating and agreeing service level agreement

Negotiating and agreeing operational level agreements

Ensuring that the service catalogue is made available to those approved to access it

Only ensuring that adequate technical resources are available

Applications

Infrastructure

Value

Resources

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

Strategic service

Delivered service

Internal service

External service

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

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?

2 and 3 only

1 and 3 only

2 and 4 only

All of the above

Functions

Maturity and cost

The end-to-end service

Infrastructure availability

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Conduct activities to deliver and manage services at agreed levels to business users

Designing and maintaining all necessary service transition packages

Producing quality, secure and resilient designs for new or improved services

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

Measuring the effectiveness and efficiency of service design and the supporting processes