ITIL Foundation Certification Exam

Which areas of service management can benefit from automation?

Options are :

  • Design and modeling
  • Reporting
  • Pattern recognition and analysis
  • Detection and monitoring
  • All of these areas could benefit from automation (Correct)

Answer : All of these areas could benefit from automation

Explanation Automation can be useful during design and modeling, reporting, pattern recognition and analysis, and detection and monitoring.

Which one of the following is the purpose of service level management?

Options are :

  • 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 (Correct)

Answer : To ensure that an agreed level of IT service is provided for all current IT services

Explanation Service Level Management is one of the processes within the Service Design phase. It shares many activities and objectives with Continual Service Improvement. In particular, both emphasize regular measurement and review of services.

Which of these recommendations is best practice for service level management?

Options are :

  • Include legal terminology in service level agreements (SLAs)
  • It is NOT necessary to be able to measure all the targets in an SLA
  • Both of these
  • Neither of these (Correct)

Answer : Neither of these

Explanation There is no need to include legalese in the Service Level Agreements. Also, all SLAs must be measurable, otherwise they are useless in the Service Operations phase.

What is the act of transforming resources and capabilities into valuable service better known as?

Options are :

  • Service management (Correct)
  • Incident management
  • Resource management
  • Service support

Answer : Service management

Explanation Service Management is a set of specialized capabilities for delivering value to customers in the form of services. These services require resources and capabilities to operate.

Which process includes business, service, and component sub-processes?

Options are :

  • Capacity management (Correct)
  • Incident management
  • Service level management
  • Financial management

Answer : Capacity management

Explanation Capacity Management ensures cost-effective capacity exists at all times to meet or exceed agreed-upon needs of the business per the SLAs. It is defined as the maximum throughput that a service, system, or component can handle.

Which one of the following is NOT an aim of the change management process?

Options are :

  • To ensure the impact of changes are understood
  • To ensure that changes are recorded and evaluated
  • To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
  • To deliver and manage IT services at agreed levels to business users (Correct)

Answer : To deliver and manage IT services at agreed levels to business users

Explanation Change Management is concerned with recording, evaluating, approving, testing, and reviewing changes to services, systems, and other Configuration Items. All changes involve risk.

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

Options are :

  • The part of a contract that specifies the responsibilities of each party
  • An agreement between the service provider and an internal organization
  • An agreement between a service provider and an external supplier
  • An agreement between the service provider and their customer (Correct)

Answer : An agreement between the service provider and their customer

Explanation Service Level Agreements (SLAs) are an agreement between the service provider and their customer which dictate the service and quality target levels required to be achieved.

Which process is responsible for managing relationships with vendors?

Options are :

  • Change management
  • Service portfolio management
  • Supplier management (Correct)
  • Continual service improvement

Answer : Supplier management

Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with external suppliers rather than internal suppliers.

What are customers of an IT service provider who purchase services in terms of a legally-binding contract known as?

Options are :

  • Strategic customers
  • External customers (Correct)
  • Valued customers
  • Internal customers

Answer : External customers

Explanation External customers are those who purchase services from a service provider and are not part of that service provider's organization. They usually have a contract for service, which should include their specific rights and usage allotments.

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

Options are :

  • 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 (Correct)
  • To provide good-quality knowledge and information about services
  • To plan the resources required to manage a release

Answer : To design and develop capabilities for service management

Explanation Design and development of the capabilities occur initially in the Service Design phase, not in the Service Transition phase.

Which of the following IS NOT a reason why ITIL is successful?

Options are :

  • ITIL is vendor neutral
  • It does not prescribe actions
  • ITIL represents best practice
  • ITIL is a proprietary framework (Correct)

Answer : ITIL is a proprietary framework

Explanation ITIL is a public framework and does not contain proprietary information. This is one reason for its wide-spread adoption and success in the marketplace.

What BEST describes service strategy's value to the business?

Options are :

  • Allows higher volumes of successful change
  • Reduction in unplanned costs through optimized handling of service outages
  • Reduction in the duration and frequency of service outages
  • Enabling the service provider to have a clear understanding of what levels of service will make their customers successful (Correct)

Answer : Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

Explanation Service strategy allows a service provider to determine what services will it offer to its customers to provide the most value to those customers.

Which of the following options is a hierarchy that is used in knowledge management?

Options are :

  • Wisdom - Information - Data - Knowledge
  • Data - Information - Knowledge - Wisdom (Correct)
  • Knowledge - Wisdom - Information - Data
  • Information - Data - Knowledge - Wisdom

Answer : Data - Information - Knowledge - Wisdom

Explanation The data-information-knowledge-wisdom (DIKW) model is a common one in knowledge management. This model takes data, converts it to information, then creates knowledge, and hopefully helps leadership to find wisdom.

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

Options are :

  • Service operation
  • Service transition
  • Continual service improvement (Correct)
  • Service strategy

Answer : Continual service improvement

Explanation Continual Service Improvement is about the alignment and re-alignment of services, processes, functions, etc. with changing business needs. It is concerned with the consistent application of quality management methods to the service.

Which one of the following includes four stages called Plan, Do, Check, and Act?

Options are :

  • Deming cycle (Correct)
  • Continual service improvement approach
  • Seven-step improvement process
  • Service lifecycle

Answer : Deming cycle

Explanation The Deming Cycle is an improvement model originally created by W. Edwards Deming and is used to great success in the Japanese auto industry. It consists of four simple steps (Plan, Do, Check, Act).

Which level of understanding within knowledge management represents the experiences, ideas, insights, and values of individuals?

Options are :

  • Data
  • Information
  • Knowledge (Correct)
  • Governance

Answer : Knowledge

Explanation Knowledge is information that has been processed and analyzed in a wide context. This includes experiences, ideas, and insights of an individual.

Which two processes will contribute MOST to enable effective problem detection?

Options are :

  • Incident and financial management
  • Change and release and deployment management
  • Incident and event management (Correct)
  • Knowledge and service level management

Answer : Incident and event management

Explanation Incident Management is concerned with the rapid restoration of services and with minimization of impact to the business. Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions.

In which document would you expect to see an overview of actual service achievements against agreed-upon levels of service?

Options are :

  • Operational level agreement (OLA)
  • Capacity plan
  • Service level agreement (SLA)
  • SLA monitoring chart (SLAM) (Correct)

Answer : SLA monitoring chart (SLAM)

Explanation SLAM charts provide an attractive and visual representation of achievement against targets of an SLA. Also known as stoplight charts, or Red-Yellow-Green charts.

Which one of the following is the BEST definition of an event?

Options are :

  • Any change of state that has significance for the management of a configuration item or IT service (Correct)
  • An unplanned interruption to an IT service or a reduction in the quality of an IT service
  • The unknown cause of one or more incidents that have an impact on an IT service
  • Reducing or eliminating the cause of an incident or problem

Answer : Any change of state that has significance for the management of a configuration item or IT service

Explanation An Event is any change of state which has significance for the delivery of a service. Event Management mainly focuses on IT detecting and addressing issues at the infrastructure level and is most commonly a largely automated process.

Which one of the following is NOT an objective of problem management?

Options are :

  • Minimizing the impact of incidents that cannot be prevented
  • Preventing problems and resulting incidents from happening
  • Eliminating recurring incidents
  • Restoring normal service operation as quickly as possible (Correct)

Answer : Restoring normal service operation as quickly as possible

Explanation "Restoring normal service operation as quickly as possible" falls under Incident Management, not Problem Management.

What would be the next step in the continual service improvement (CSI) model after? (1) What is the vision? (2) Where are we now? (3) Where do we want to be? (4) How do we get there? (5) Did we get there?

Options are :

  • What is the return on investment (ROI)?
  • How much did it cost?
  • How do we keep the momentum going? (Correct)
  • What is the value on investment (VOI)?

Answer : How do we keep the momentum going?

Explanation How do we maintain momentum? is the 6th step in the CSI process, and then the cycle repeats.

The definitive media library is the responsibility of:

Options are :

  • Facilities management
  • Access management
  • Request fulfillment
  • Service asset and configuration management (Correct)

Answer : Service asset and configuration management

Explanation The Definitive Media Library (DML) is the responsibility of the Service Asset and Configuration Management (SACM) process.

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Options are :

  • Service level management
  • Problem management (Correct)
  • Change Management
  • Event management

Answer : Problem management

Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which cause incidents. Problem Management helps reduce and prevent incidents.

Which one of the following generates demand for services?

Options are :

  • Infrastructure trends
  • Patterns of business activity (PBA) (Correct)
  • Cost of providing support
  • Service level Agreements (SLA)

Answer : Patterns of business activity (PBA)

Explanation Patterns of Business Activity (PBA) represent the way that users in different user profiles access a service over the course of a given time period. This PBA generates a demand for services.

Which process is responsible for ensuring that appropriate testing takes place?

Options are :

  • Knowledge management
  • Release and deployment management (Correct)
  • Service asset and configuration management
  • Service level management

Answer : Release and deployment management

Explanation Release and Deployment Management would focus more exclusively on deployment/release logistics and testing would become the domain of the new process.

What is the BEST description of a service request?

Options are :

  • A request from a user for information, advice, or for a standard change (Correct)
  • Anything that the customer wants and is prepared to pay for
  • Any request or demand that is entered by a user via a self-help web-based interface
  • Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

Answer : A request from a user for information, advice, or for a standard change

Explanation Service requests can be anything requested by a user, including service, help, advice, guidance, a standard change, or even a continual service improvement suggestion.

Which of the following is NOT an objective of request fulfillment?

Options are :

  • To provide information to users about what services are available and how to request them
  • To update the service catalogue with services that may be requested through the service desk (Correct)
  • To provide a channel for users to request and receive standard services
  • To source and deliver the components of standard services that have been requested

Answer : To update the service catalogue with services that may be requested through the service desk

Explanation Service Request Fulfillment is the process charged with assisting users in situations where no service degradation or interruption is involved. It provides a means for common user requests for non-incident support, new equipment, training, etc.

Which one of the following is the BEST description of a major incident?

Options are :

  • An incident which is so complex that it requires root cause analysis before a workaround can be found
  • An incident which requires a large number of people to resolve
  • An incident logged by a senior manager
  • An incident which has a high priority or a high impact on the business (Correct)

Answer : An incident which has a high priority or a high impact on the business

Explanation A major incident has a high impact on the business or affects a high priority customer.

Which process is responsible for the availability, confidentiality, and integrity of data?

Options are :

  • Service catalogue management
  • Service asset and configuration management
  • Change Management
  • Information security management (Correct)

Answer : Information security management

Explanation The Information Security Management (ISyM) process is concerned with the three tenants of information systems security: Confidentiality, Integrity, and Availability.

What do customer perceptions and business outcomes help to define?

Options are :

  • Value of a service (Correct)
  • Governance
  • Total cost of ownership (TCO)
  • Key Performance indicators (KPIs)

Answer : Value of a service

Explanation Business outcomes and customer perception help to define whether or not a service has value. It is all in the eye of your customers!

Which of the following is NOT a MAIN objective of incident management?

Options are :

  • To automatically detect service-affecting events (Correct)
  • To restore normal service operation as quickly as possible
  • To minimize adverse impacts on business operations

Answer : To automatically detect service-affecting events

Explanation Incident management is designed to respond to events, minimize the negative impact to the business, and restore operations as quickly as possible. It is not designed to automatically detect a service-affecting event.

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

Options are :

  • RACI model (Correct)
  • Incident model
  • Continual service improvement (CSI) approach
  • The Deming Cycle

Answer : RACI model

Explanation RACI model is a generic tool for reviewing and assigning four key roles to any important task or activity. The RACI model holds particular value for ensuring that roles are appropriately filled or covered within processes.

Which one of the following functions would be responsible for the management of a data center?

Options are :

  • Technical management
  • Service desk
  • Application management
  • Facilities management (Correct)

Answer : Facilities management

Explanation Facilities Management is concerned with maintenance of the facilities which house IT operations, e.g. data centers, call centers, development facilities, etc.

Which of the following statements is CORRECT for every process?

Options are :

  • It delivers its primary results to a customer or stakeholder (Correct)
  • It defines activities that are executed by a single function
  • Both of these
  • Neither of these

Answer : It delivers its primary results to a customer or stakeholder

Explanation Processes are structured sets of activities designed to achieve a specific objective. They deliver results to a specific customer or stakeholder, transform inputs into outputs, are measurable, and are triggered by specific events.

What are the categories of event described in the ITIL Service Operations book?

Options are :

  • Informational, scheduled, normal
  • Scheduled, unscheduled, emergency
  • Informational, warning, exception (Correct)
  • Warning, reactive, proactive

Answer : Informational, warning, exception

Explanation Events are classified as Informational (no action required), Warning (item is approaching a performance or capacity limitation), or Exception (item has exceeded a threshold).

Which of the following is an objective of business relationship management?

Options are :

  • To identify patterns of business activity
  • To ensure high levels of customer satisfaction (Correct)
  • To secure funding to manage the provision of services
  • To ensure strategic plans for IT services exist

Answer : To ensure high levels of customer satisfaction

Explanation Business Relationship Management is responsible for obtaining high levels of customer satisfaction and ensuring that the business actually takes responsibility for making business decisions, and doesn't let decisions be made by the IT service provider.

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Options are :

  • Service asset and configuration management
  • Event management (Correct)
  • Service catalogue management
  • Problem management

Answer : Event management

Explanation Event Management is concerned with detection of events in the infrastructure and with selection of appropriate response actions. It monitors things such as technical components, environmental conditions, software, and security CIs to ensure performance.

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Options are :

  • Service level management
  • IT service continuity management
  • Service catalog management
  • Supplier management (Correct)

Answer : Supplier management

Explanation Supplier Management is the process charged with obtaining value for money from third-party suppliers. Supplier Management plays a very similar role to that of Service Level Management, but with respect to external suppliers.

Availability management is directly responsible for the availability of which of the following?

Options are :

  • IT services and components (Correct)
  • IT services and business processes
  • Components and business processes
  • IT services, components, and business processes

Answer : IT services and components

Explanation The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.

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

Options are :

  • Remediation planning (Correct)
  • Categorization
  • Prioritization
  • Review and close

Answer : Remediation planning

Explanation If a change is unsuccessful, then a branch plan must be executed. This could involve remediation planning (how to work around the issues until a new solution can be created) or a redesign of the service.

Which process will regularly analyze incident data to identify discernible trends?

Options are :

  • Event management
  • Problem management (Correct)
  • Service level management
  • Change Management

Answer : Problem management

Explanation Problem Management is concerned with the identification and correction of flaws or errors in the environment which causes incidents. Problem Management helps reduce and prevent incidents.

What is concerned with policy and direction?

Options are :

  • Service level management
  • Governance (Correct)
  • Capacity management
  • Service Design

Answer : Governance

Explanation Governance is concerned with policy and direction, and ensures we focus on conformance and compliance, especially compliance to legislative requirements like Sarbanes-Oxley, Freedom of Information, Data Protection, etc.

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

Options are :

  • Problem
  • Outcome (Correct)
  • Change
  • Incident

Answer : Outcome

Explanation An outcome is the result of carrying out an activity, following a process, or delivery of an IT service. This is the intended or actual result.

Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

Options are :

  • Proprietary knowledge has been tested in a wide range of environments
  • Public frameworks are prescriptive and tell you exactly what to do
  • Public frameworks are always cheaper to adopt
  • Proprietary knowledge may be difficult to adopt, replicate, or transfer since it is often undocumented (Correct)

Answer : Proprietary knowledge may be difficult to adopt, replicate, or transfer since it is often undocumented

Explanation Since ITIL is a public framework, it is well-documented, tested across a wide variety of organizations, and overall is easier to implement.

Which one of the following activities are carried out during the "Where do we want to be?" step of the Continual Service Improvement (CSI) approach?

Options are :

  • Reviewing measurements and metrics
  • Creating a baseline
  • Implementing service and process improvements
  • Defining measurable targets (Correct)

Answer : Defining measurable targets

Explanation Metrics are useful in determining where you currently are and determining where you want to be in terms of service levels during the Continual Service Improvement (CSI) phase.

Which of the following is an enabler of best practice?

Options are :

  • Standards
  • Internal experience
  • Technology (Correct)
  • Academic research

Answer : Technology

Explanation Standards, academic research, and internal experience can be good sources of best practices, but technology is an enabler of best practices!

Consider the following list: (1) Change authority, (2) Change manager, and (3) Change advisory board (CAB). What is the BEST description of the items above?

Options are :

  • Functions
  • Teams
  • Job descriptions
  • Roles, people, or groups (Correct)

Answer : Roles, people, or groups

Explanation Roles are defined as collections of specific responsibilities and privileges. These can be held by a person or a group of people.

What is defined as the ability of a service, component, or configuration item (CI) to perform its agreed function when required?

Options are :

  • Availability (Correct)
  • Capacity
  • Serviceability
  • Continuity

Answer : Availability

Explanation Availability is defined as the ability of a system, service, or configuration item (CI) to perform its function, when required.

Comment / Suggestion Section
Point our Mistakes and Post Your Suggestions