ITIL Foundation Test #2

Understanding patterns of business activity

Increasing customer value

Aligning the business with IT cost

Increasing the value of IT

Information Security Management staff only

Senior business managers and all IT staff only

Senior business managers, IT executives and the Information Security Manager only

All customers, users and IT staff

Risk

Cost

Capabilities

Value

Identification, Initial Diagnosis, Investigation, Logging, Categorization, Functional Escalation, Prioritization, Resolution and Recovery, Closure

Prioritization, Identification, Logging, Categorization, Initial Diagnosis, Functional Escalation, Investigation and Diagnosis, Resolution and Recovery, Closure

Identification, Logging, Initial Diagnosis, Categorization, Prioritization, Functional Escalation, Resolution and Recovery, Investigation and Diagnosis, Closure

Identification, Logging, Categorization, Prioritization, Initial Diagnosis, Functional Escalation, Investigation and Diagnosis, Resolution and Recovery, Closure

The CMS forms part of the SKMS

There is no relationship between the CMS and the SKMS

The CMS and SKMS are the same thing

The SKMS is part of the CMS

Thorough testing to ensure that services are designed to meet business needs

To manage the technology used to deliver services

To deliver and manage IT services

To monitor the performance of technology and processes

A workaround

A standard change

A standard change

A service capability

All of the above

3 and 4 only

1, 2 and 3 only

1 and 2 only

Overseeing the execution and monitoring of operational activities and events

It is the tools used to monitor and display the status of the IT Infrastructure and Applications

Managing the Technical and Applications Management functions

It is the Service Desk monitoring the status of the infrastructure when operators are not available

Both of the above

Neither of the above

1 only

2 only

Processes

Roles

Functions

Procedures

To monitor and report availability of components

To ensure that all targets in the Service Level Agreements (SLAs) are met

To guarantee availability levels for services and components

To ensure that service availability matches or exceeds the agreed needs of the business

Neither of the above

1 only

2 only

Both of the above

Personnel Metrics

Process Metrics

Technology Metrics

Service Metrics

Analyzing the business impact of an incident

Creating a balanced scorecard showing the overall status of service management

Documenting the roles and relationships of stakeholders in a process or activity

Defining requirements for a new service or process

Delivering service provider outcomes is important in the value of a service

Service provider preferences drive the value perception of a service

The value of a service can only ever be measured in financial terms

The customer's perception of the service is an important factor in value creation

A written agreement between the IT service provider and their customer(s) defining key targets and responsibilities of both parties

An agreement between a 3rd party Service Desk and the IT customer about fix and response times

An agreement between an IT service provider and another part of the same organization that assists in the provision of services

An agreement between two service providers about the levels of service required by the customer

Specify the relevant attributes of each Configuration Item (CI)

Account for all the financial assets of the organization

Design service models to justify ITIL implementations

Implement ITIL across the organization

Incident Management

Service Portfolio Management

Service Level Management

Service Asset and Configuration Management

People, Partners, Products, Processes

Planning, Perspective, Position, People

Perspective, Partners, Problems, People

Planning, Products, Position, Processes

The ability to detect events, make sense of them and determine the appropriate control action

The ability to detect events, restore normal service as soon as possible and minimize the adverse impact on business operations

The ability to report on the successful delivery of services by checking the uptime of infrastructure devices

The ability to monitor and control the activities of technical staff

To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the Change Manager by implementing emergency changes

To assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur

To assist the Change Manager in evaluating emergency changes and to decide whether they should be approved

All of the above

2 only

1 and 2 only

1 and 3 only

2 and 3 only

All of the above

1 only

1, 2 and 4 only

Making sure all requests within an IT organization are fulfilled

Making sure the Service Level Agreement (SLA) is met

Dealing with service requests from the users

Ensuring fulfilment of change requests