ITILFND : ITIL 4 Foundation : Part 05

  1. Which is one of the five aspects of service design?

    • Management information systems and tools
    • Risk analysis and management approach
    • Management policy for business case creation
    • Corporate governance and policy
  2. Which statement about IT service management is CORRECT?

    • It is performed by customers using a mix of IT systems, services and processes
    • It is performed by IT service providers using a mix of suppliers and their products
    • It is performed by the service desk using a mix of people, process and technology
    • It is performed by IT service providers using a mix of people, process and technology
  3. Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?

    • This role ensures that activities are executed correctly
    • This role has ownership of the end result
    • This role is involved in providing knowledge and input
    • This role ensures the flow of information to stakeholders
  4. Which statement about change management is CORRECT?

    • It optimizes overall business risk
    • It optimizes financial exposure
    • It ensures that all changes are authorized by the change advisory board (CAB)
    • It ensures that service requests follow the normal change management process
  5. Which statement about the ‘four Ps’ of service design is CORRECT?

    • Processes refers to skill and training
    • Partners refers to suppliers and vendors
    • People refers to technology and tools
    • Products refers to producers and metrics
  6. What is the primary focus of business capacity management?

    • Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
    • Review of all capacity supplier agreements and underpinning contracts with supplier management
    • Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
    • Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
  7. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

    • Local
    • Centralized
    • Outsourced
    • Virtual
  8. What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

    • A standard change
    • An emergency change
    • An internal change
    • A normal change
  9. Which service transition process provides guidance about converting data into information?

    • Change evaluation
    • Knowledge management
    • Service validation and testing
    • Service asset and configuration management
  10. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

    • Service-based SLA view
    • Wholesale customer view
    • Retail customer view
    • Supporting services view
  11. Service transition contains detailed descriptions of which processes?

    • Change management, service asset and configuration management, release and deployment management
    • Change management, capacity management, event management, service request management
    • Service level management, service portfolio management, service asset and configuration management
    • Service asset and configuration management, release and deployment management, request fulfillment
  12. Which is an objective of the design coordination process?

    • To produce service design packages and ensure they are handed over to service transition
    • To assess and evaluate all changes and their impact on service designs
    • To document the initial structure and relationship between services and customers
    • To gather and document new service level requirements from the customer
  13. What MAIN factors are considered to assess the priority of an incident?

    • The urgency and impact
    • The impact and complexity
    • The cost and urgency
    • The complexity and cost
  14. Which term is used to describe the prediction and control of income and expenditure within an organization?

    • Charging
    • Governance
    • Budgeting
    • Accounting
  15. Where should all master copies of controlled software and documentation be stored?

    • In the definitive capacity library
    • In the definitive media library
    • In the definitive security library
    • In the definitive production library
  16. Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

    • Service operation
    • Service transition
    • Continual service improvement
    • Service strategy
  17. Which of the following should IT service continuity strategy be based on?

    1. Design of the service metrics
    2. Business continuity strategy
    3. Business impact analysis (BIA)
    4. Risk assessment

    • 1, 2 and 4 only
    • 1, 2 and 3 only
    • 2, 3 and 4 only
    • 1, 3 and 4 only
  18. What is NOT within the scope of service catalogue management?

    • Contribution to the definition of services
    • Interfaces between all services and supporting services
    • Interfaces between the service catalogue and service portfolio
    • Fulfilment of business service requests
  19. What three elements make up the Service Portfolio?

    • Customer portfolio, service catalogue and retired services
    • Customer portfolio, configuration management system and service catalogue
    • Service pipeline, service catalogue and retired services
    • Service pipeline, configuration management system and service catalogue
  20. Who is responsible for defining metrics for change management?

    • The change management process owner
    • The change advisory board (CAB)
    • The service owner
    • The continual service improvement manager
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