ITIL-F ITIL Foundation Question and Answers

2 and 3 only

1 and 3 only

2 and 4 only

All of the above

Providing physical security for staff at data centres and other buildings

Managing access to computer rooms and other secure locations

Managing access to the service desk

Managing the rights to use a service or group of services

Capacity management only

3rd line support

Information security management

Change management

Request fulfilment

Service portfolio management

Service desk

IT finance

Informational, scheduled, normal

Scheduled, unscheduled, emergency

Informational, warning, exception

Warning, reactive, proactive

Change management

Service catalogue management

Supplier management

Release and deployment management

Reduced total cost of ownership

Improved quality of service

Improved Service alignment with business goals

Better balance of technical skills to support live services

Service Strategy

Continual Service Improvement

Service Operation

Service Design

Designing and maintaining all necessary service transition packages

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

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

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

Event management, incident management, problem management, request fulfilment, and access management

Event management, incident management, change management, and access management

Incident management, problem management, service desk, request fulfilment, and event management

Incident management, service desk, request fulfilment, access management, and event management

Both of the above

Neither of the above

Option 1 only

Option 2 only

Continual service improvement

Change management

Service level management

Availability management

Before the change is approved

Immediately after the change has failed and needs to be backed out

After implementation but before the post implementation review

After the post implementation review has identified a problem with the change

1 only

Both of the above

2 only

Neither of the above

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

The ECAB considers every high priority request for change

Amongst the duties of the ECAB is the review of completed emergency changes

The ECAB will be used for emergency changes where there may not be time to call a full CAB

The ECAB will be chaired by the IT director

1, 2 and 3 only

1, 3 and 4 only

2, 3 and 4 only

All of the above

Knowledge

Information

Wisdom

Data

2 and 3 only

2 and 4 only

1 and 3 only

All of the above

Wisdom - Information - Data - Knowledge

Data - Information - Knowledge - Wisdom

Knowledge - Wisdom - Information - Data

Information - Data - Knowledge - Wisdom

All of the above

3 and 4 only

2 and 4 only

2 only

Be accountable for the outcome of an activity

Perform an activity

Be kept up-to-date on the progress of an activity

Manage an activity

Process owner

Change manager

Service manager

Process practitioner

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

As many as necessary to complete the activity

Only one - the process owner

Two - the process owner and the process enactor

Only one - the process architect

In the definitive software library

In the definitive media library

In the definitive security library

In the definitive production library

Customers, providers and documents

Information technology, people and processes

Information technology, networks and people

People, process and customers

Service level management

Incident management

Problem management

Availability management

Service strategy

Service transition planning and support

Service level management

Change management

Management, control and prediction of the performance, utilization and capacity of individual

elements of IT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live,

operational IT services

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

One which directly supports the business processes of customers

A service that cannot be allowed to fail

One which is not covered by a service level agreement

A service not directly used by the business

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

All of the above

1 and 3 only

1 and 2 only

2 and 3 only

Employers

Stakeholders

Regulators

Accreditors

The ability to keep services highly available to meet the business needs

A set of specialized organizational capabilities for providing value to customers in the form of services

A complete set of all the documentation required to deliver world class services to customers

An internationally recognized methodology to provide valuable services to customers

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

An agreement between the service provider and an external organization

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

A document that describes business services to operational staff

1 only

2 and 3 only

1, 2 and 4 only

All of the above

An issue reported by a user

The cause of two or more incidents

A serious incident which has a critical impact to the business

The cause of one or more incidents

Do

Perform

Implement

Measure

Outcome

Incident

Change

Problem

People, process, partners, performance

Performance, process, products, plans

People, process, products, partners

People, products, plans, partners