ITIL Foundation

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ITIL Foundation (syllabus 2011)

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To!i" 1# Volu$e % &'E(TI)* *): 1 Which role is responsible for carrying out the activities of a process? % Process owner + Change manager , Service manager - Process practitioner %ns.er: &'E(TI)* *): 2 Which process or function is responsible for monitoring activities and events in the IT infrastructure? % Service level management + IT operations management , Capacity management - Incident management %ns.er: + &'E(TI)* *): 3 Which of the following options is a hierarchy that is used in knowledge management? % Wisdom - Information - ata - !nowledge + ata - Information - !nowledge - Wisdom , !nowledge - Wisdom - Information - ata - Information - ata - !nowledge - Wisdom %ns.er: + &'E(TI)* *): /
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"t which stage of the service lifecycle should the processes necessary to operate a new service be defined? % Service design# esign the processes + Service strategy# evelop the offerings , Service transition# Plan and prepare for deployment - Service operation# IT operations management %ns.er: % &'E(TI)* *): 0 Why are public frameworks$ such as %TI&$ attractive when compared to proprietary knowledge? % Proprietary knowledge may be difficult to adopt$ replicate or transfer since it is often undocumented + Public frameworks are always cheaper to adopt , Public frameworks are prescriptive and tell you e'actly what to do - Proprietary knowledge has been tested in a wide range of environments %ns.er: % &'E(TI)* *): 1 Which of the following is an ob(ective of business relationship management? % 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 e'ist %ns.er: + &'E(TI)* *): 7 The design of IT services re)uires the effective and efficient use of *the four Ps*+ What are these four Ps? % People$ process$ partners$ performance + Performance$ process$ products$ plans , People$ process$ products$ partners - People$ products$ plans$ partners %ns.er: , &'E(TI)* *): 2 Which of the following ,-ST describes service strategies value to the business? % "llows higher volumes of successful change + .eduction in unplanned costs through optimi/ed handling of service outages , .eduction in the duration and fre)uency of service outages - -nabling the service provider to have a clear understanding of what levels of service will make their customers successful

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%ns.er: &'E(TI)* *): 3 Which two processes will contribute 01ST to enabling effective problem detection? % Incident and financial management + Change and release and deployment management , Incident and event management - !nowledge and service level management %ns.er: , 2 &'E(TI)* *): 10 Which of the following would be used to communicate a high level description of a ma(or change that involved significant cost and risk to the organi/ation? % Change proposal + Change policy , Service re)uest - .isk register %ns.er: % &'E(TI)* *): 11 Which of the following should be documented in an incident model? %+ etails of the service level agreement 3S&"4 pertaining to the incident 5+ Chronological order of steps to resolve the incident % % only + 5 only , ,oth of the above - 6either of the above %ns.er: + &'E(TI)* *): 12 Why is it important for service providers to understand patterns of business activity 3P,"4? % P," are based on organi/ational roles and responsibilities + IT service providers C"661T schedule changes until they understand P," , emand for the services delivered by service providers are directly influenced by P," - 7nderstanding P," is the only way to enable accurate service level reporting %ns.er: , &'E(TI)* *): 13 Which one of the following would 61T be defined as part of every process?

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% .oles + Inputs and outputs , 8unctions - 0etrics %ns.er: , &'E(TI)* *): 1/ Which 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? % Service level management + Service catalogue management , emand management - Service transition %ns.er: + &'E(TI)* *): 10 " process owner has been identified with an 9I: in a ."CI matri'+ Which one of the following would be e'pected of them? % ,e accountable for the outcome of an activity + Perform an activity , ,e kept up-to-date on the progress of an activity - 0anage an activity %ns.er: , &'E(TI)* *): 11 Which of the following are ob(ectives of service level management? %# efining$ documenting and agreeing the level of 8T services to be provided 5# 0onitoring$ measuring and reporting the actual level of services provided ;# 0onitoring and improving customer satisfaction 2# Identifying possible future markets that the service provider could operate in % %$ 5 and ; only + % and 5 only , %$ 5 and 2 only - "ll of the above %ns.er: % &'E(TI)* *): 17 Which one of the following do technology metrics measure? % Components + Processes , The end-to-end service - Customer satisfaction

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%ns.er: % &'E(TI)* *): 12 Which process includes business$ service and component sub-processes? % Capacity management + Incident management , Service level management - 8inancial management %ns.er: % &'E(TI)* *): 13 Which one of the following is 61T part of the service design stage of the service lifecycle? % esigning and maintaining all necessary service transition packages + Producing )uality$ 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 - 0easuring the effectiveness and efficiency of service design and the supporting processes %ns.er: % &'E(TI)* *): 20 What is the result of carrying out an activity$ following a process or delivering an IT service known as? % 1utcome + Incident , Change - Problem %ns.er: % &'E(TI)* *): 21 Which process is responsible for managing relationships with vendors? % Change management + Service portfolio management , Supplier management - Continual service improvement %ns.er: , &'E(TI)* *): 22 Which of the following service desk organi/ational structures are described in service operation? %+ &ocal service desk 5+ <irtual service desk

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;+ IT help desk 2+ 8ollow the sun % %$ 5 and 2 only + 5$ ; and 2 only , %$ ; and 2 only - %$ 5 and ; only %ns.er: % &'E(TI)* *): 23 What are the categories of event described in the 7I& service operation book? % Informational$ scheduled$ normal + Scheduled$ unscheduled$ emergency , Informational$ warning$ e'ception - Warning$ reactive$ proactive %ns.er: , &'E(TI)* *): 2/ What would you call the groups of people who have an interest in the activities$ targets$ resources and deliverables from service management? % -mployers + Stakeholders , .egulators - "ccreditors %ns.er: + &'E(TI)* *): 20 Which of the following are the 0"I6 ob(ectives of incident management? %+ To automatically detect service-affecting events 5+ To restore normal service operation as )uickly as possible ;+ To minimi/e adverse impacts on business operations % % and 5 only + 5 and ; only , % and ; only - "ll of the above %ns.er: + &'E(TI)* *): 21 What is the name of the group that should review changes that must be implemented faster than the normal change process? % Technical management + -mergency change advisory board , 7rgent change board

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- 7rgent change authority %ns.er: + &'E(TI)* *): 27 Which of the following is 61T an ob(ective of service transition? % To ensure that a service can be operated$ managed and supported + To provide training and certification in pro(ect management , To provide )uality knowledge and information about services and service assets - To plan and manage the capacity and resource re)uirements to manage a release %ns.er: + &'E(TI)* *): 22 Which of the following types of service should be included in the scope of service portfolio management? %+ Those planned to be delivered 5+ Those being delivered ;+ Those that have been withdrawn from service % % and ; only + "ll of the above , % and 5 only - 5 and ; only %ns.er: + &'E(TI)* *): 23 The ,-ST description of an incident is# % "n unplanned disruption of service unless there is a backup to that service + "n unplanned interruption to service or a reduction in the )uality of service , "ny disruption to service whether planned or unplanned - "ny disruption to service that is reported to the service desk$ regardless of whether the service is impacted or not %ns.er: + &'E(TI)* *): 30 Which one of the following is the C1..-CT set of steps for the continual service improvement approach? % evise a strategy= esign the solution= Transition into production= 1perate the solution= Continually improve + Where do we want to be?= >ow do we get there?= >ow do we check we arrived?= >ow do we keep the momentum going? , Identify the re)uired 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?= >ow do we get there?= id we get there?= >ow do we keep the momentum going?
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%ns.er: &'E(TI)* *): 31 When can a known error record be raised? %+ "t any time it would be useful to do so 5+ "fter a workaround has been found % 5 only + % only , 6either of the above - ,oth of the above %ns.er: &'E(TI)* *): 32 What body e'ists to support the authori/ation of changes and to assist change management in the assessment and prioriti/ation of changes? % The change authori/ation board + The change advisory board , The change implementer - The change manager %ns.er: + &'E(TI)* *): 33 Which process is responsible for discussing reports with customers showing whether services have met their targets? % Continual service improvement + Change management , Service level management - "vailability management %ns.er: , &'E(TI)* *): 3/ What do customer perceptions and business outcomes help to define? % The value of a service + ?overnance , Total cost of ownership 3TC14 - !ey performance indicators 3!PIs4 %ns.er: % &'E(TI)* *): 30 Which of the following are basic concepts used in access management? % Personnel$ electronic$ network$ emergency$ identity + .ights$ access$ identity$ directory services$ service@service components
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, Physical$ personnel$ network$ emergency$ service - 6ormal$ temporary$ emergency$ personal$ group %ns.er: + &'E(TI)* *): 31 Which of these statements about resources and capabilities is C1..-CT? % .esources are types of service asset and capabilities are not + .esources and capabilities are both types of service asset , Capabilities are types of service asset and resources are not - 6either capabilities nor resources are types of service asset %ns.er: + &'E(TI)* *): 37 Within service design$ what is the key output handed over to service transition? % 0easurement$ methods and metrics + Service design package , Service portfolio design - Process definitions %ns.er: + &'E(TI)* *): 32 What should a service always deliver to customers? % "pplications + Infrastructure , <alue - .esources %ns.er: , &'E(TI)* *): 33 Which process is responsible for the availability$ confidentiality and integrity of data? % Service catalogue management + Service asset and configuration management , Change management - Information security management %ns.er: &'E(TI)* *): /0 "vailability management is directly responsible for the availability of which of the following? % IT services and components + IT services and business processes , Components and business processes - IT services$ components and business processes
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%ns.er: % &'E(TI)* *): /1 What type of baseline captures the structure$ contents and details of the infrastructure and represents a set of items that are related to each other? % Configuration baseline + Pro(ect baseline , Change baseline - "sset baseline %ns.er: % &'E(TI)* *): /2 Which of the following ,-ST describes the purpose of access management? % To provide a channel for users to re)uest 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 %ns.er: + &'E(TI)* *): /3 Which of the following are reasons why ITI& is successful? %+ ITI& is vendor neutral 5+ It does not prescribe actions ;+ ITI& represents best practice % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: % &'E(TI)* *): // Which one of the following includes four stages called Plan$ % The eming Cycle + The continual service improvement approach , The seven-step improvement process - The service lifecycle %ns.er: % o$ Check and "ct?
&'E(TI)* *): /0 The consideration of value creation is a principle of which stage of the service lifecycle? % Continual service improvement + Service strategy , Service design - Service transition
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%ns.er: + &'E(TI)* *): /1 Which process is responsible for dealing with complaints$ comments$ and general en)uiries from users? % Service level management + Service portfolio management , .e)uest fulfilment - emand management %ns.er: , &'E(TI)* *): /7 Which of the following ,-ST describes partnersA in the phrase people$ processes$ products and partners*? % Suppliers$ manufacturers and vendors + Customers , Internal departments - The facilities management function %ns.er: % &'E(TI)* *): /2 Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? % The service level management + The IT service continuity management , The service catalogue management - The supplier management %ns.er: &'E(TI)* *): /3 The e'periences$ ideas$ insights and values of individuals are e'amples of which level of understanding within knowledge management? % ata + Information , !nowledge - ?overnance %ns.er: , &'E(TI)* *): 00 Which one of the following contains information that is passed to service transition to enable the implementation of a new service? % " service option + " service transition package 3STP4

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, " service design package 3S P4 - " service charter %ns.er: , &'E(TI)* *): 01 Which of the following would commonly be found in a contract underpinning an IT service? %+ 8inancial arrangements related to the contract 5+ escription of the goods or service provided ;+ .esponsibilities and dependencies for both parties % % and 5 only + % and ; only , 5 and ; only - "ll of the above %ns.er: &'E(TI)* *): 02 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 re)uest management , Service level management$ service portfolio management$ service asset and configuration management - Service asset and configuration management$ release and deployment management$ re)uest fulfillment %ns.er: % &'E(TI)* *): 03 Which statement should 61T be part of the value proposition for Service % .educed total cost of ownership + Improved )uality of service , Improved Service alignment with business goals - ,etter balance of technical skills to support live services %ns.er: esign?
&'E(TI)* *): 0/ Which process would be used to compare the value that newer services have offered over those they have replaced? % "vailability management + Capacity management , Service portfolio management - Service catalogue management %ns.er: ,

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&'E(TI)* *): 00 Consider the following list# %+ Change authority 5+ Change manager ;+ Change advisory board 3C",4 Which one of the following is the ,-ST description of the items above? % Bob descriptions + 8unctions , Teams - .oles$ people or groups %ns.er: &'E(TI)* *): 01 >ierarchic escalation is ,-ST described as? % 6otifying more senior levels of management about an incident + Passing an incident to people with a greater level of technical skill , 7sing more senior specialists than necessary to resolve an Incident to maintain customer satisfaction - 8ailing to meet the incident resolution times specified in a service level agreement %ns.er: % &'E(TI)* *): 07 Which one of the following functions would be responsible for the management of a data centre? % Technical management + Service desk , "pplication management - 8acilities management %ns.er: &'E(TI)* *): 02 Which one of the following would be the 01ST useful in helping to define roles and responsibilities in an organi/ational structure? % ."CI model + Incident model , Continual service improvement 3CSI4 approach - The eming Cycle %ns.er: % &'E(TI)* *): 03 Which process will regularly analCyse incident data to identify discernible trends? % Service level management

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+ Problem management , CChange management - -vent management %ns.er: + &'E(TI)* *): 10 Which is the correct definition of a customer facing service? % 1ne which directly supports the business processes of customers + " service that cannot be allowed to fail , 1ne which is not covered by a service level agreement - " service not directly used by the business %ns.er: % To!i" 2# Volu$e + &'E(TI)* *): 11 Which one of the following is the ,-ST definition of the term service management? % " set of speciali/ed organi/ational capabilities for providing value to customers in the form of services + " group of interacting$ interrelated$ or independent components that form a unified whole$ operating together for a common purpose , The management of functions within an organi/ation to perform certain activities - 7nits of organi/ations with roles to perform certain activities %ns.er: % &'E(TI)* *): 12 Which of the following is 61T a valid ob(ective of problem management? % To prevent problems and their resultant Incidents + To manage problems throughout their lifecycle , To restore service to a user - To eliminate recurring incidents %ns.er: , &'E(TI)* *): 13 Which one of the following is an ob(ective of service catalogue management? % 6egotiating and agreeing service level agreement + 6egotiating and agreeing operational level agreements , -nsuring that the service catalogue is made available to those approved to access it - 1nly ensuring that ade)uate technical resources are available %ns.er: , &'E(TI)* *): 1/ Which of the following statements ,-ST describes the aims of release and deployment management?

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% To build$ test and deliver the capability to provide the services specified by service design + To ensure that each release package specified by service design consists of a set of related assets and service components , To ensure that all changes can be tracked$ tested and verified if appropriate - To record and manage deviations$ risks and issues related to the new or changed service %ns.er: % &'E(TI)* *): 10 Which one of the following activities are carried out during the *Where do we want to be?* step of the continual service improvement 3CSI4 approach? % Implementing service and process improvements + .eviewing measurements and metrics , Creating a baseline - efining measurable targets %ns.er: &'E(TI)* *): 11 Which one of the following can help determine the level of impact of a problem? % efinitive media library 3 0&4 + Configuration management system 3C0S4 , Statement of re)uirements 3S1.4 - Standard operating procedures 3S1P4 %ns.er: + &'E(TI)* *): 17 The effective management of risk re)uires specific types of action+ Which of the following pairs of actions would be ,-ST to manage risk? % Training in risk management for all staff and identification of risks + Identification of risk$ analysis and management of the e'posure to risk , Control of e'posure to risk and investment of capital - Training of all staff and investment of capital %ns.er: + &'E(TI)* *): 12 Which of the following is an enabler of best practice? % Standards + Technology , "cademic research - Internal e'perience %ns.er: + &'E(TI)* *): 13

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Service design emphasi/es the importance of the *8our Ps*+ These *8our Ps* include Partners$ People$ Processes and one other *P*+ Which of the following is the additional *P*? % Profit + Preparation , Products - Potential %ns.er: , &'E(TI)* *): 70 Which of the following is 61T one of the five individual aspects of service design? % The design of the service portfolio$ including the service catalogue + The design of new or changed services , The design of market spaces - The design of the technology architectures %ns.er: , &'E(TI)* *): 71 Where would you e'pect incident resolution targets to be documented? % " service level agreement 3S&"4 + " re)uest for change 3.8C4 , The service portfolio - " service description %ns.er: % &'E(TI)* *): 72 Which of the following provide value to the business from service strategy? %+ -nabling the service provider to have a clear understanding of what levels of service will make their customerAs successful 5+ -nabling the service provider to respond )uickly and effectively to changes in the business environment ;+ .eduction in the duration and fre)uency of service outages % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: , &'E(TI)* *): 73 What are the categories of event described in the ITI& service operation book? % Informational$ scheduled$ normal + Scheduled$ unscheduled$ emergency , Informational$ warning$ e'ception - Warning$ reactive$ proactive

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%ns.er: , &'E(TI)* *): 7/ " process owner is responsible for which of the following? %+ efining the process strategy 5+ "ssisting with process design ;+ Improving the process 2+ Performing all activities involved in a process % 5$ ; and 2 only + "ll of the above , %$ 5 and ; only - %$ 5 and 2 only %ns.er: , &'E(TI)* *): 70 Which one of the following is concerned with policy and direction? % Capacity management + ?overnance , Service design - Service level management %ns.er: + &'E(TI)* *): 71 Which of the following should be considered when designing measurement systems$ methods and metrics? %+ The services 5+ The architectures ;+ The configuration items 2+ The processes % %$ 5 and ; only + %$ ; and 2 only , 5$ ; and 2 only - "ll of the above %ns.er: &'E(TI)* *): 77 Which of the following is the best definition of IT service management? % "n internal service provider that is embedded within a business unit + " complete set of all the documentation re)uired to deliver world class services to customers , Technical implementation of supporting IT infrastructure components - The implementation and management of )uality IT services that meet business needs %ns.er: For more exams dumps contact us on sapsappers@gmail.com Www.Sappers.co.in 1 |Page

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&'E(TI)* *): 72 Which of the following is service transition planning and support 61T responsible for? % Prioriti/ing conflicts for service transition resources + Coordinating the efforts re)uired to manage multiple simultaneous transitions , 0aintaining policies$ standards and models for service transition activities and processes - etailed planning of the build and test of individual changes %ns.er: &'E(TI)* *): 73 What are underpinning contracts used to document? % 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 - 0etrics and critical success factors 3CS8s4 for internal support teams %ns.er: + &'E(TI)* *): 20 In which document would you e'pect to see an overview of actual service achievements against targets? % 1perational level agreement 31&"4 + Capacity plan , Service level agreement 3S&"4 - S&" monitoring chart 3S&"04 %ns.er: &'E(TI)* *): 21 Who is responsible for ensuring that the re)uest fulfillment process is being performed according to the agreed and documented standard? % The IT director + The process owner , The service owner - The customer %ns.er: + &'E(TI)* *): 22 Which process is responsible for ensuring that appropriate testing takes place? % !nowledge management + .elease and deployment management , Service asset and configuration management - Service level management %ns.er: +
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&'E(TI)* *): 23 Which of the following identify the purpose of business relationship management? %+ To establish and maintain a business relationship between service provider and customer 5+ To identify customer needs and ensure that the service provider is able to meet % ,oth of the above + % only , 5 only - 6either of the above %ns.er: % &'E(TI)* *): 2/ Which of the following is the correct definition of an outcome? % The results specific to the clauses in a service level agreement 3S&"4 + The result of carrying out an activity$ following a process or delivering an IT service , "ll the accumulated knowledge of the service provider - "ll incidents reported to the service desk %ns.er: + &'E(TI)* *): 20 7nderstanding what to measure and why it is being measured are key contributors to which part of the Service &ifecycle? % Service Strategy + Continual Service Improvement , Service 1peration - Service esign %ns.er: + &'E(TI)* *): 21 Which process would ensure that utility and warranty re)uirements are properly addressed in service designs? % "vailability management + Capacity management , esign coordination - .elease management %ns.er: , &'E(TI)* *): 27 What would you call the groups of people who have an interest in the activities$ targets$ resources and deliverables from service management? % -mployers + Stakeholders , .egulators

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- "ccreditors %ns.er: + &'E(TI)* *): 22 What would be the ne't step in the continual service improvement 3CSI4 model after? %+ What is the vision? 5+ Where are we now? ;+ Where do we want to be? 2+ >ow do we get there? D+ id we get there? E+ ? % What is the return on investment 3.1I4? + >ow much did it cost? , >ow do we keep the momentum going? - What is the value on investment 3<1I4? %ns.er: , &'E(TI)* *): 23 Which statement about the emergency change advisory board 3-C",4 is C1..-CT? % The -C", considers every high priority re)uest for change 3.8C4 + "mongst the duties of the -C", is the review of completed emergency changes , The -C", will be used for emergency changes where there may not be time to call a full C", - The -C", will be chaired by the IT irector %ns.er: , &'E(TI)* *): 30 Which of the following ,-ST describes a problem? % "n issue reported by a user + The cause of two or more incidents , " serious incident which has a critical impact to the business - The cause of one or more incidents %ns.er: &'E(TI)* *): 31 Which of the following is 61T a recogni/ed e'ample of a service provider type within the ITI& framework? % Internal + -'ternal , Service desk - Shared services unit %ns.er: , &'E(TI)* *): 32

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Which one of the following statements about incident reporting and logging is C1..-CT? % Incidents can only be reported by users + Incidents can be reported by anyone who detects a disruption or potential disruption to normal service , "ll calls to the service desk must be logged as incidents - Incidents reported by technical staff must also be logged as problems %ns.er: + &'E(TI)* *): 33 Which process is responsible for providing the rights to use an IT service? % Incident management + "ccess management , Change management - .e)uest fulfillment %ns.er: + &'E(TI)* *): 3/ What type of services are 61T directly used by the business but are re)uired by the service provider to deliver customer facing services? % ,usiness services + Component services , Supporting services - Customer services %ns.er: , &'E(TI)* *): 30 Which of the following areas would technology help to support during the service lifecycle? %+ ata mining and workflow 5+ 0easurement and reporting ;+ .elease and deployment 2+ Process design % 5$ ; and 2 only + %$ ; and 2 only , %$ 5 and ; only - "ll of the above %ns.er: &'E(TI)* *): 31 >ow many people should be accountable for a process as defined in the ."CI model? % "s many as necessary to complete the activity + 1nly one - the process owner , Two - the process owner and the process enactor

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- 1nly one - the process architect %ns.er: + &'E(TI)* *): 37 The addition$ modification or removal of an authori/ed$ planned or supported service or service component and its associated documentation is a definition of what? % " change + " change model , " change re)uest - " change advisory board %ns.er: % &'E(TI)* *): 32 Where should the following information be stored? %+ The e'perience of staff 5+ .ecords of user behaviour ;+ SupplierAs abilities and re)uirements 2+ 7ser skill levels % The forward schedule of change + The service portfolio , " configuration management database 3C0 ,4 - The service knowledge management system 3S!0S4 %ns.er: &'E(TI)* *): 33 Which of the following statements about standard changes are C1..-CT? %+ The approach is pre-authori/ed 5+ The risk is usually low and well understood ;+ etails of the change will be recorded 2+ Some standard changes will be triggered by the re)uest fulfilment process % % only + 5 and ; only , %$ 5 and 2 only - "ll of the above %ns.er: &'E(TI)* *): 100 Which one of the following provides the C1..-CT list of processes within the service operation stage of the service lifecycle? % -vent management$ incident management$ problem management$ re)uest fulfilment$ and access management + -vent management$ incident management$ change management$ and access management

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, Incident management$ problem management$ service desk$ re)uest fulfilment$ and event management - Incident management$ service desk$ re)uest fulfilment$ access management$ and event management %ns.er: % &'E(TI)* *): 101 With which process is problem management likely to share categori/ation and impact coding systems? % Incident management + Service asset and configuration management , Capacity management - IT service continuity management %ns.er: % &'E(TI)* *): 102 What guidance does ITI& give on the fre)uency of production of service reporting? % Service reporting intervals must be defined and agreed with the customers + .eporting intervals should be set by the service provider , .eports should be produced weekly - Service reporting intervals must be the same for all services %ns.er: % &'E(TI)* *): 103 Which one of the following does service metrics measure? % 8unctions + 0aturity and cost , The end-to-end service - Infrastructure availability %ns.er: , &'E(TI)* *): 10/ Which one of the following is 61T a valid purpose or ob(ective of problem management? % To prevent problems and resultant incidents + To manage problems throughout their lifecycle , To restore service to a user - To eliminate recurring incidents %ns.er: , &'E(TI)* *): 100 Which process is responsible for low risk$ fre)uently occurring$ low cost changes? % emand management + Incident management

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, .elease and deployment management - .e)uest fulfillment %ns.er: &'E(TI)* *): 101 Which function or process would provide staff to monitor events in an operations bridge? % Technical management + IT operations management , .e)uest fulfillment - "pplications management %ns.er: + &'E(TI)* *): 107 Which of the following activities are performed by a service desk? %+ &ogging details of incidents and service re)uests 5+ Providing first-line investigation and diagnosis ;+ .estoring service 2+ Implementing all standard changes % "ll of the above + %$ 5 and ; only , 5 and 2 only - ; and 2 only %ns.er: + &'E(TI)* *): 102 Which of the following is 61T an ob(ective of Continual Service Improvement? % .eview and analy/e Service &evel "chievement 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 %ns.er: &'E(TI)* *): 103 Check$ "ct and Plan are three of the stages of the % o + Perform , Implement - 0easure %ns.er: % eming Cycle+ Which is the fourth?
&'E(TI)* *): 110 What are the three types of metrics that an organi/ation should collect to support continual service improvement 3CSI4?

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% .eturn on investment 3.1I4$ value on investment 3<1I4$ )uality + Strategic$ tactical and operational , Critical success factors 3CS8s4$ key performance indicators 3!PIs4$ activities - Technology$ process and service %ns.er: &'E(TI)* *): 111 Which of the following are classed as stakeholders in service management? %+ Customers 5+ 7sers ;+ Suppliers % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: % &'E(TI)* *): 112 8rom the perspective of the service provider$ what is the person or group who defines or and agrees their service targets known as? % 7ser + Customer , Supplier - "dministrator %ns.er: + &'E(TI)* *): 113 Which process is responsible for sourcing and delivering components of re)uested standard services? % .e)uest fulfilment + Service portfolio management , Service desk - IT finance %ns.er: % &'E(TI)* *): 11/ Which of the following is the best definition of service management? % The ability to keep services highly available to meet the business needs + " set of speciali/ed organi/ational capabilities for providing value to customers in the form of services , " complete set of all the documentation re)uired to deliver world class services to customers - "n internationally recogni/ed methodology to provide valuable services to customers %ns.er: +

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&'E(TI)* *): 110 Which of the following C"661T be provided by a tool? % !nowledge + Information , Wisdom - ata %ns.er: , &'E(TI)* *): 111 Which one of the following is the purpose of service level management? % To carry out the service operations activities needed to support current IT services + To ensure that sufficient capacity is provided to deliver the agreed performance of services , To create and populate a service catalogue - To ensure that an agreed level of IT service is provided for all current IT services %ns.er: &'E(TI)* *): 117 Which one of the following activities does application management perform? % efining where the vendor of an application should be located + -nsuring that the re)uired functionality is available to achieve the re)uired business outcome , eciding who the vendor of the storage devices will be - "greeing the service levels for the service supported by the application %ns.er: + &'E(TI)* *): 112 What is a ."CI model used for? % Performance analysis + .ecording configuration items , 0onitoring services - efining roles and responsibilities %ns.er: &'E(TI)* *): 113 The remediation plan should be evaluated at what point in the change lifecycle? % ,efore the change is approved + Immediately after the change has failed and needs to be backed out , "fter implementation but before the post implementation review - "fter the post implementation review has identified a problem with the change %ns.er: % &'E(TI)* *): 120

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Which of the following statements 01ST correctly identifies the scope of design coordination activities? % 1nly changes that introduce new services + It is mandatory that all changes are sub(ect to design coordination activity , 1nly changes to business critical systems - "ny change that the organi/ation believes could benefit %ns.er: -
To!i" 3# Volu$e , &'E(TI)* *): 121 What is the P.I0".F process for strategic communication with the service providerAs customers? % Service catalogue management + Service portfolio management , Service desk - ,usiness relationship management %ns.er: &'E(TI)* *): 122 Which one of the following is 61T an aim of the change management process? % To ensure the impact of changes are understood + To ensure that changes are recorded and evaluated , To ensure that all changes to configuration items 3CIs4 are recorded in the configuration management system 3C0S4 - To deliver and manage IT services at agreed levels to business users %ns.er: &'E(TI)* *): 123 What are customers of IT services who work in the same organi/ation as the service provider known as? % Strategic customers + -'ternal customers , <alued customers - Internal customers %ns.er: &'E(TI)* *): 12/ "ccess management is closely related to which other process? % Capacity management only + ;rd line support , Information security management
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- Change management %ns.er: , &'E(TI)* *): 120 In which core ITI& publication can you find detailed descriptions of service catalogue management$ information security management$ and supplier management? % Service strategy + Service design , Service transition - Service operation %ns.er: + &'E(TI)* *): 121 Which of the following is the ,-ST reason for categori/ing incidents? % To establish trends for use in problem management and other IT service management 3ITS04 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 %ns.er: % &'E(TI)* *): 127 " known error has been created after diagnosis of a problem was complete but before a workaround has been found+ Is this a valid approach? % Fes# for information purposes$ a known error record can be created at any time it is prudent to do so + 6o# the !nown -rror should be created before the problem is logged , 6o# a known error record is created when the original incident is raised - 6o# a known error record should be created with the ne't release of the service %ns.er: % &'E(TI)* *): 122 Which of the following provide value to the business from service strategy? %+ -nabling the service provider to have a clear understanding of what levels of service will make their customers successful 5+ -nabling the service provider to respond )uickly and effectively to changes in the business environment ;+ Support the creation of a portfolio of )uantified services % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: %

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&'E(TI)* *): 123 Which of the following would be e'amined by a ma(or problem review? %+ Things that were done correctly 5+ Things that were done incorrectly ;+ >ow to prevent recurrence 2+ What could be done better in the future % % only + 5 and ; only , %$ 5 and 2 only - "ll of the above %ns.er: &'E(TI)* *): 130 Which one of the following is the ,-ST description of a relationship in service asset and configuration management? % escribes the topography of the hardware + escribes how the configuration items 3CIs4 work together to deliver the services , efines which software should be installed on a particular piece of hardware - efines how version numbers should be used in a release %ns.er: + &'E(TI)* *): 131 Which of the following are sources of best practice? %+ "cademic research 5+ Internal e'perience ;+ Industry practices % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: % &'E(TI)* *): 132 Which of these should a change model include? %+ The steps that should be taken to handle the change 5+ .esponsibilities= who should do what$ including escalation ;+ Timescales and thresholds for completion of the actions 2+ Complaints procedures % %$ 5 and ; only + "ll of the above , % and ; only - 5 and 2 only %ns.er: %

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&'E(TI)* *): 133 Which one of the following is 61T an ob(ective of problem management? % 0inimi/ing the impact of incidents that cannot be prevented + Preventing problems and resulting incidents from happening , -liminating recurring incidents - .estoring normal service operation as )uickly as possible %ns.er: &'E(TI)* *): 13/ Which of the following statements about service asset and configuration management is@are C1..-CT? %+ " configuration item 3CI4 can e'its as part of any numbers other CIs at the same time 5+ Choosing which CIs to record will depend on the level of control an organi/ation wishes to e'ert+ % % only + 5 only , ,oth of the above - 6either of the above %ns.er: , &'E(TI)* *): 130 Which of the following are types of service defined in ITI&? %+ -nabling 5+ Core ;+ -nhancing 2+ Computer % %$ ; and 2 only + 5$ ; and 2 only , %$ 5 and 2 only - %$ 5 and ; only %ns.er: &'E(TI)* *): 131 In which of the following should details of a workaround be documented? % The service level agreement 3S&"4 + The problem record , The availability management information system - The IT service plan %ns.er: + &'E(TI)* *): 137 Which one of the following is 61T a characteristic of a process? % It is measureable + It delivers specific results

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, It responds to specific events - It structure an organi/ation %ns.er: &'E(TI)* *): 132 Which one of the following is 61T a responsibility of the service transaction stage of the service lifecycle? % To ensure that a service managed and operated accordance with constraints specified during design + To design and develop capabilities for service management , To provide good-)uality knowledge and information about services - To plan the resources re)uired to manage a release %ns.er: + &'E(TI)* *): 133 Which of the following ,-ST describes technical management? % " function responsibilities for facilities management and building control systems + " function that provides hardware repair services for technology involved in the delivery of service to customers , Senior managers responsibilities for all staff within the technical support function - " function that includes providing technical e'pertise and overall management of the IT infrastructure %ns.er: &'E(TI)* *): 1/0 Which of the following is not a service desk type recogni/ed in the service operation volume of ITI&? % &ocal + Centrali/ed , 1utsourced - <irtual %ns.er: , &'E(TI)* *): 1/1 What is the primary focus of the business management? % 0anagement$ control and prediction of the performance$ utili/ation and capacity of individual elements of IT technology + .eview of all capacity supplier agreements and underpinning contracts with supplier management , 0anagement$ control and prediction of the end-to-end performance and capacity of the live$ operational IT services - 8uture business re)uirements for IT services are )uantified$ designed$ planned and implemented in a timely fashion %ns.er: For more exams dumps contact us on sapsappers@gmail.com Www.Sappers.co.in 32 | P a g e

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&'E(TI)* *): 1/2 Which process has the purpose to ensure that$ by managing the risks which could seriously affect IT services$ the IT service provider can always provide minimum agreed business-related service levels? % Change management + IT service continuity management , 8inancial management for IT services - Service catalog management %ns.er: + &'E(TI)* *): 1/3 Which one of the following is the ,-ST description of a service re)uest? % " re)uest from a user for information$ advice or for a standard change + "nything that the customer wants and is prepared to pay for , "ny re)uest or demand that is entered by a user via a self-help web-based interface - "ny re)uest for change 3.8C4 that is low-risk and which can be approved by the change manager without a change advisory board 3C",4 meeting %ns.er: % &'E(TI)* *): 1// Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits? % Service asset and configuration management + -vent management , Service catalogue management - Problem management %ns.er: + &'E(TI)* *): 1/0 Which one of the following do ma(or incidents re)uire? % Separate procedures + &ess urgency , &onger timescales - &ess documentation %ns.er: % &'E(TI)* *): 1/1 What is the ,-ST description of the purpose of the service operation stage of the service lifecycle? % To decide how IT will engage with suppliers during the service lifecycle + To proactively prevent all outages to IT services , To design and build processes that will meet business needs - To deliver and manage IT services at agreed levels to business users and customers

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%ns.er: &'E(TI)* *): 1/7 In terms of adding value to the business$ which one of the following describes service operation s contribution? % The cost of the service is designed$ predicted and validated + 0easures for optimi/ation are identified , Service value is modeled - Service value is visible to customers %ns.er: &'E(TI)* *): 1/2 Which one of the following are the two primary elements that create value for customers? % <alue on investment 3<1I4 and return on investment 3.1I4 + Customer and user satisfaction , Service re)uirements and warranty - .esources and capabilities %ns.er: &'E(TI)* *): 1/3 Which one of the following statements ,-ST describes a definitive media library 3 0&4? % " secure location where definitive hardware spares are held + " secure library where definitive authori/ed versions of all media configuration items 3CIs4 are stored and protected , " database that contains definitions of all media CIs - " secure library where definitive authori/ed versions of all software and back-ups are stored and protected %ns.er: + &'E(TI)* *): 100 Which one of the following is it the responsibility of supplier management to negotiate and agree? % Service level agreements 3S&"s4 + Third-party contracts , The service portfolio - 1perational level agreements 31&"s4 %ns.er: + &'E(TI)* *): 101 Which one of the following is 61T a responsibility of the service transition stage of the service lifecycle? % To ensure that a service can be managed and operated in accordance with constraints specified during design

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+ To design and develop capabilities for service management , To provide good-)uality knowledge and information about services - To plan the resources re)uired to manage a release %ns.er: + &'E(TI)* *): 102 Which of the following are managed by facilities management? %+ >ardware within a data centre or computer room 5+ "pplications ;+ Power and cooling e)uipment 2+ .ecovery sites % %$ 5 and ; only + "ll of the above , %$ ; and 2 only - % and ; only %ns.er: , &'E(TI)* *): 103 Which stage of the service lifecycle is 01ST concerned with defining policies and ob(ectives? % Service design + Service transition , Continual service improvement - Service operation %ns.er: % &'E(TI)* *): 10/ Which areas of service management can benefit from automation? %+ esign and modeling 5+ .eporting ;+ Pattern recognition and analysis 2+ etection and monitoring % %$ 5 and ; only + %$ ; and 2 only , 5$ ; and 2 only - "ll of the above %ns.er: &'E(TI)* *): 100 Which one of the following is the ,-ST definition of reliability? % The availability of a service or component + The level of risk that affects a service or process , >ow long a service or configuration item 3CI4 can perform its function without failing - >ow )uickly a service or component can be restored to normal working order

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%ns.er: , &'E(TI)* *): 101 Which one of the following is 61T the responsibility of service catalogue management? % -nsuring that information in the service catalogue is accurate + -nsuring that service level agreements are maintained , -nsuring that information in the service catalogue is consistent with information in the service portfolio - -nsuring that all operational services are recorded in the service catalogue %ns.er: + &'E(TI)* *): 107 Which one of the following is an ob(ective of release and deployment management? % To standardi/e methods and procedures used for efficient and prompt handling of all changes + To ensure all changes to service assets and configuration items 3CIs4 are recorded in the configuration management system 3C0S4 , To ensure that the overall business risk of change is optimi/ed - To define and agree release and deployment plans with customers and stakeholders %ns.er: &'E(TI)* *): 102 Which one of the following statements is C1..-CT? % The configuration management system is part of the known error database + The service knowledge management system is part of the configuration management system , The configuration management system is part of the service knowledge management system - The configuration management system is part of the configuration management database %ns.er: , &'E(TI)* *): 103 Implementation of ITI& service management re)uires the preparation and planning of the effective and efficient use of *the four Ps+* What are these four Ps? % People$ process$ partners$ performance + Performance$ process$ products$ problems , People$ process$ products$ partners - People$ products$ perspective$ partners %ns.er: , &'E(TI)* *): 110 Which of the following should IT service continuity strategy be based on? %+ esign of the service metrics

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5+ ,usiness continuity strategy ;+ ,usiness impact analysis 3,I"4 2+ .isk assessment % %$ 5 and 2 only + %$ 5 and ; only , 5$ ; and 2 only - %$ ; and 2 only %ns.er: , &'E(TI)* *): 111 What is the ,-ST description of an operational level agreement 31&"4? % "n agreement between the service provider and another part of the same organi/ation + "n agreement between the service provider and an e'ternal organi/ation , " document that describes to a customer how services will be operated on a day-today basis - " document that describes business services to operational staff %ns.er: % &'E(TI)* *): 112 Which one of the following generates demand for services? % Infrastructure trends + Patterns of business activity 3P,"4 , Cost of providing support - Service level agreements 3S&"4 %ns.er: + &'E(TI)* *): 113 Which one of the following is an ob(ective of service transition? % To negotiate service levels for new services + To ensure that service changes create the e'pected business value , To minimi/e the impact of service outages on day-to-day business activities - To plan and manage entries in the service catalogue %ns.er: + &'E(TI)* *): 11/ Which one of the following is the ,-ST definition of an event? % "ny change of state that has significance for the management of a configuration item 3CI4 or IT service + "n unplanned interruption to an IT service or a reduction in the )uality of an IT service , The unknown cause of one or more incidents that have an impact on an IT service - .educing or eliminating the cause of an incident or problem %ns.er: %

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&'E(TI)* *): 110 Which one of the following is the ,-ST description of the purpose of the service operation stage of the service lifecycle? % To decide how IT will engage with suppliers during the service lifecycle + To proactively prevent all outages to IT services , To design and build processes which will meet business needs - To deliver and manage IT services at agreed levels to business users and customers %ns.er: &'E(TI)* *): 111 Which one of the following is the ,-ST description of a ma(or incident? % "n incident which is so comple' that it re)uires root cause analysis before a workaround can be found + "n incident which re)uires a large number of people to resolve , "n incident logged by a senior manager - "n incident which has a high priority or a high impact on the business %ns.er: &'E(TI)* *): 117 Which of the following availability management activities is@are considered to be proactive as opposed to reactive? %+ 0onitoring system availability 5+ esigning availability into a proposed solution % 6one of the above + ,oth of the above , % only - 5 only %ns.er: &'E(TI)* *): 112 Which one of the following would 61T involve event management? % Intrusion detection + .ecording and monitoring environmental conditions in the data centre , .ecording service desk staff absence - 0onitoring the status of configuration items %ns.er: , &'E(TI)* *): 113 The multi-level S&"A is a three-layer structure+ Which one of the following layers is 61T part of this type of S&"? % Customer level + Service level , Corporate level

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- Configuration level %ns.er: &'E(TI)* *): 170 Which processes are responsible for the regular review of underpinning contracts? % Supplier management and service level management + Supplier management and change management , "vailability management and service level management - Supplier management and availability management %ns.er: % &'E(TI)* *): 171 Which process is responsible for controlling$ recording and reporting on the relationships between components of the IT infrastructure? % Service level management + Change management , Incident management - Service asset and configuration management %ns.er: &'E(TI)* *): 172 Which one of the following activities is 61T part of the % "ct + Plan , o - Co-ordinate %ns.er: eming Cycle?
&'E(TI)* *): 173 Which one of the following is the ,-ST description of a service level agreement 3S&"4? % The part of a contract that specifies the responsibilities of each party + "n agreement between the service provider and an internal organi/ation , "n agreement between a service provider and an e'ternal supplier - "n agreement between the service provider and their customer %ns.er: &'E(TI)* *): 17/ Which of the following is an ob(ective@are ob(ectives of the service strategy stage of the service lifecycle? %+ Providing an understanding of what strategy is 5+ -nsuring a working relationship between the customer and service provider ;+ efining how value is created % % only + 5 only

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, ; only - "ll of the above %ns.er: &'E(TI)* *): 170 In which of the following areas would ITI& complementary guidance provide assistance? %+ "dapting best practice for specific industry sectors 5+ Integrating ITI& with other operating models % ,oth of the above + 6either of the above , 1ption % only - 1ption 5 only %ns.er: % &'E(TI)* *): 171 Which one of the following is the ,-ST description of a service-based service level agreement 3S&"4? % "n agreement with an individual customer group$ covering all the services that they use + "n agreement that covers one service for a single customer , "n agreement that covers service specific issues in a multi-level S&" structure - "n agreement that covers one service for all customers of that service %ns.er: &'E(TI)* *): 177 Which one of the following activities would be performed by access management? % Providing physical security for staff at data centers and other buildings + 0anaging access to computer rooms and other secure locations , 0anaging access to the service desk - 0anaging the rights to use a service or group of services %ns.er: &'E(TI)* *): 172 Which one of the following provides the C1..-CT list of processes within the service operation stage of the service lifecycle? % -vent management$ incident management$ problem management$ re)uest fulfillment$ and access management + -vent management$ incident management$ change management$ and access management , Incident management$ problem management$ service desk$ re)uest fulfillment$ and event management - Incident management$ service desk$ re)uest fulfillment$ access management$ and event management %ns.er: %

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&'E(TI)* *): 173 Which of the following activities are performed by a desk? %+ &ogging details of incidents and service re)uests 5+ Providing first-line investigation and diagnosis ;+ .estoring service 2+ Implementing all standard changes % "ll of the above + %$ 5 and ; only , 5 and 2 only - ; and 2 only %ns.er: + &'E(TI)* *): 120 Who is responsible for defining metrics for change management? % The change management process owner + The change advisory board 3C",4 , The service owner - The continual service improvement manager %ns.er: % To!i" /# Volu$e &'E(TI)* *): 121 Which of the following are within the scope of service asset and configuration management? %+ Identification of configuration items 3CIs4 5+ .ecording relationships between CIs ;+ .ecording and control of virtual CIs 2+ "pproving finance for the purchase of software to support service asset and configuration management % %$ 5 and ; only + "ll of the above , %$ 5 and 2 only - ; and 2 only %ns.er: % &'E(TI)* *): 122 &ooking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle? % Service operation + Service transition , Continual service improvement - Service strategy %ns.er: ,

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&'E(TI)* *): 123 Which stage of the continual service improvement 3CSI4 approach is ,-ST described by the phrase A7nderstand and agree on the priorities for improvement based on a deeper development of the principles defined in the visionA? % Where are we now? + Where do we want to be? , >ow do we get there? - id we get there? %ns.er: + &'E(TI)* *): 12/ Which of the following processes contributes 01ST to )uantifying the financial value of IT services to the business? % Service level management + 8inancial management , emand management - .isk management %ns.er: + &'E(TI)* *): 120 Which of the following is the ,-ST description of a service-based service level agreement 3S&"4? % The S&" covers one service$ for all the customers of that service + The S&" covers an individual customer group for all services they use , "n S&" that covers all customers for all services - "n S&" for a service with no customers %ns.er: % &'E(TI)* *): 121 Which of the following is 61T a source of best practice? % Standards + Technology , "cademic research - Internal e'perience %ns.er: + &'E(TI)* *): 127 What is a service delivered between two business units in the same organi/ation known as? % Strategic service + elivered service , Internal service - -'ternal service

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%ns.er: , &'E(TI)* *): 122 What is the act of transforming resources and capabilities into valuable service better known as? % Service management + Incident management , .esource management - Service support %ns.er: % &'E(TI)* *): 123 8rom the perspective of the service provider$ who is the person or group that agrees their service targets? % The user + The customer , The supplier - The administrator %ns.er: + &'E(TI)* *): 130 Which of the following identifies the purpose of service transition planning and support? % Provide overall planning for service transitions and co-ordinate the resources they re)uire + -nsure that all service transitions are properly authori/ed , Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked - To define testing scripts to ensure service transitions are unlikely to ever fail %ns.er: % &'E(TI)* *): 131 Which process would maintain policies$ standards and models for service transition activities and processes? % Change management + Capacity management , Service transition planning and support - .elease management %ns.er: , &'E(TI)* *): 132 Which of the following identifies the purpose of design coordination? % Provide a single point of control for all activities and processes within the service design stage of the lifecycle + -nsuring all service designs have availability designed into them

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, esigning of all the links between every service design process and all other processes in the service lifecycle - Control of all supplier relationships from design right through to the production environment %ns.er: % &'E(TI)* *): 133 Which process has the following ob(ective$ AProduce service design packages 3S Ps4 based on service charters and change re)uestsA? % Service transition planning and support + esign coordination , Service level management - Change management %ns.er: + &'E(TI)* *): 13/ Which of the following activities would be performed by a process manager? %+ 0onitoring and reporting on process performance 5+ Identifying improvement opportunities ;+ "ppointing people to re)uired roles % "ll of the above + % and ; only , % and 5 only - 5 and ; only %ns.er: % &'E(TI)* *): 130 Which role is accountable for the operational management of a process? % Process practitioner + Process manager , Service manager - Change manager %ns.er: + &'E(TI)* *): 131 Which of the following statements is C1..-CT for every process? %+ It delivers its primary results to a customer or stakeholder 5+ It defines activities that are e'ecuted by a single function % ,oth of the above + % only , 6either of the above - 5 only %ns.er: +

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&'E(TI)* *): 137 Which of the following should be done when closing an incident? %+ Check the incident categori/ation and correct it if necessary 5+ Check that the user is satisfied with the outcome % % only + ,oth of the above , 5 only - 6either of the above %ns.er: + &'E(TI)* *): 132 Which of the following is 61T an ob(ective of re)uest fulfillment? % To provide information to users about what services are available and how to re)uest them + To update the service catalogue with services that may be re)uested through the service desk , To provide a channel for users to re)uest and receive standard services - To source and deliver the components of standard services that have been re)uested %ns.er: + &'E(TI)* *): 133 Which process would you 01ST e'pect to be involved in the management of underpinning contracts? % Change management + Service catalogue management , Supplier management - .elease and deployment management %ns.er: , &'E(TI)* *): 200 Which of the following are valid parts of the service portfolio? %+ Service pipeline 5+ Service knowledge management system 3S!0S4 ;+ Service catalogue % % and 5 only + ; only , % and ; only - "ll of the above %ns.er: , &'E(TI)* *): 201

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" Service design package 3S P4 would normally be produced for which of the following? %+ " new IT service 5+ " ma(or change to an IT service ;+ "n emergency change to an IT service 2+ "n IT service retirement % 5$ ; and 2 only + %$ 5 and 2 only , 6one of the above - "ll of the above %ns.er: + &'E(TI)* *): 202 Which of the following are benefits to the business of implementing service transition? %+ ,etter reuse and sharing of assets across pro(ects and resources 5+ .educed cost to design new services ;+ .esult in higher volume of successful changes % % and 5 only + 5 and ; only , % and ; only - 6one of the above %ns.er: , &'E(TI)* *): 203 Which of the following processes are performed by the service desk? %+ Capacity management 5+ .e)uest fulfillment ;+ emand management 2+ Incident management % "ll of the above + ; and 2 only , 5 and 2 only - 5 only %ns.er: , &'E(TI)* *): 20/ .emediation planning is ,-ST described in which of the following ways? % Planning how to recover the cost of a change + Planning the steps re)uired to be taken if a change is unsuccessful , Planning how to compensate a user for a failed change - Planning how to advise the change re)uestor of a failed change %ns.er: + &'E(TI)* *): 200

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Exin EX0-117
Which statement ,-ST represents the guidance on incident logging? % Incidents must only be logged if a resolution is not immediately available + 1nly incidents reported to the service desk can be logged , "ll incidents must be fully logged - The service desk decide which incidents to log %ns.er: , &'E(TI)* *): 201 Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? % Categori/ation + etection , Prioriti/ation - -scalation %ns.er: % &'E(TI)* *): 207 Which process is responsible for eliminating recurring incidents and minimi/ing the impact of incidents that cannot be prevented? % Service level management + Problem management , Change management - -vent management %ns.er: + &'E(TI)* *): 202 What are the categories of events described in the ITI& service operation book? % Informational$ scheduled$ normal + Scheduled$ unscheduled$ emergency , Informational$ warning$ e'ception - Warning$ reactive$ proactive %ns.er: , &'E(TI)* *): 203 Which of the following is the ,-ST description of a centrali/ed service desk? % 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 52 hour global support - There is a single desk in one location serving the whole organi/ation %ns.er: &'E(TI)* *): 210

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Exin EX0-117
Which of the following would be most useful in helping to implement a workaround as )uickly as possible? % " capacity database + " definitive media library , " re)uest for change - " known error database %ns.er: &'E(TI)* *): 211 Which of the following would 61T be contained in a release policy? % 6aming and numbering conventions + -ntry and e'it criteria of the release into testing , .oles and responsibilities for the release - The risk register for the release %ns.er: &'E(TI)* *): 212 Which reason describes why ITI& is so successful? % The five ITI& volumes are concise + It is not tied to any particular vendor platform , It tells service providers e'actly how to be successful - It is designed to be used to manage pro(ects %ns.er: + &'E(TI)* *): 213 What type of record should you raise when a problem diagnosis is complete and a workaround is available? % " service ob(ect + "n incident , " change - " known error %ns.er: &'E(TI)* *): 21/ Which two elements of financial management for IT services are mandatory? % ,udgeting and charging + "ccounting and charging , ,udgeting and accounting - Costing and charging %ns.er: , &'E(TI)* *): 210 What is the primary focus of business capacity management?

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Exin EX0-117
% 0anagement$ control and prediction of the performance$ utili/ation and capacity of individual elements of IT technology + .eview of all capacity supplier agreements and underpinning contracts with supplier management , 0anagement$ control and prediction of the end-to-end performance and capacity of the live$ operational IT services - 8uture business re)uirements for IT services are )uantified$ designed$ planned and implemented in a timely fashion %ns.er: &'E(TI)* *): 211 Which statement about the service portfolio is T.7-? % The service portfolio includes ail services e'cept those managed by third parties + It is an integral part of the service catalogue , It allows the organi/ation unlimited resources when planning for new service deployments - It represents all resources presently engaged or being released in various stages of the service lifecycle %ns.er: &'E(TI)* *): 217 Which of the following statements describes the ob(ectives of service asset and configuration management? %+ To identify$ control$ report and verify service assets and configuration items 3CIs4 5+ To account for$ manage and protect the integrity of service assets and configuration items ;+ To establish and maintain an accurate and complete configuration management system 2+ To document all security controls together with their operation and maintenance % % and 5 only + %$ 5$ and ; only , %$ ; and 2 only - "ll of the above %ns.er: %
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ITIL Foundation (syllabus 2011)

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ITIL Foundation (syllabus 2011)

ITIL Foundation (syllabus 2011)

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ITIL Foundation (syllabus 2011)

ITIL Foundation (syllabus 2011)

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