EX0-117V 3.0 with explanations

Transcription

1 EX0-117V 3.0 with explanations Number: EX0-117 Passing Score: 800 Time Limit: 120 min File Version: Thanks to ExamCollection community! Note: this is the same VCE as EXIN.Testinexam.EX0-117.v by.Anonymous.131q.vce, Except for the explanations! Note: Do not memorize the questions, study the material. Use this dump only for practice. You can find the official books on the internet, you just need to dig little deeper ;) Good luck / Boa sorte! Amra Koth - First among lions.

2 Exam A QUESTION 1 Which process or function is responsible for monitoring activities and events in the IT infrastructure? A. Service level management B. IT operations management C. Capacity management D. Incident management /Reference: IT operations management has two sub-functions that are unique and are generally organizationally distinct. These are: Facilities management;... IT operations control; This is generally staffed by shifts of operators which ensures that routine operational tasks are carried out. IT operations control will also provide centralized monitoring and control activities, usually using an operations bridge or network operations centre IT operations control oversees the execution and monitoring of operational activities and events in the IT infrastructure. Service Operation 2011 Edition pages 38, 176. QUESTION 2 At which stage of the service lifecycle should the processes necessary to operate a new service be defined? A. Service design: Design the processes B. Service strategy: Develop the offerings C. Service transition: Plan and prepare for deployment D. Service operation: IT operations management /Reference: The service design processes are principally responsible for providing key information for the design of new or changed service solutions.

3 Service Design 2011 Edition page 99. QUESTION 3

4 Which of the following is an objective of business relationship management? A. To identify patterns of business activity B. To ensure high levels of customer satisfaction C. To secure funding to manage the provision of services D. To ensure strategic plans for IT services exist /Reference: The purpose of the business relationship management process is two-fold:... Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer's requirements.... Service Strategy 2011 Edition page 256. QUESTION 4 The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps? A. People, process, partners, performance B. Performance, process, products, plans C. People, process, products, partners D. People, products, plans, partners Correct Answer: C /Reference: The information security management system (ISMS) provides a basis for the development of a cost-effective information security programme that supports the business objectives. It will involve the four P's of people, process, products (technology) and partners (suppliers) to ensure high levels of security are in place wherever it is appropriate. Service Design 2011 Edition page 199. QUESTION 5 Which of the following BEST describes service strategies value to the business? A. Allows higher volumes of successful change B. Reduction in unplanned costs through optimized handling of service outages C. Reduction in the duration and frequency of service outages D. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful /Reference: Customers continually seek to improve their business models and strategies. They want solutions that break

5 through performance barriers - and achieve higher quality of outcomes in business processes with little or no increase in cost. such solutions are usually made available through innovative products and services. If such solutions are not available within a customer's existing span of control, service contracts or value network, they are compelled to look elsewhere. Service providers should not take for granted their position and role within their customer's plans even though they have advantage of being incumbents. The value of services from a customer's perspective may change over time due to conditions, events and factors outside a providers control. A strategic view of service management means a carefully considered approach to the relationships with customers and a state of readiness in dealing with the uncertainties in the value that defines that relationship. Service Strategy 2011 Edition page 36. QUESTION 6 Which of the following should be documented in an incident model? 1.Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident A. 1 only B. 2 only C. Both of the above D. Neither of the above /Reference: The incident model should include: The steps that should be taken to handle the incident. The chronological order these steps should be taken in, with any dependencies or co-processing defined.... Service Operation 2011 Edition page 75. QUESTION 7 Which one of the following would NOT be defined as part of every process? A. Roles B. Inputs and outputs C. Functions D. Metrics Correct Answer: C /Reference:

6 Process: A structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. The four key characteristics of a process are: 1. Measurability 2. Specific results 3. Customers 4. Responsiveness to specific triggers Function: A team or group of people and the tools or other resources they use to carry out one or more processes or activities for example, the service desk. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 22. QUESTION 8 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? A. Service level management B. Service catalogue management C. Demand management D. Service transition /Reference: The purpose of the service catalogue management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. Service Design 2011 Edition page 97. QUESTION 9 Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in A. 1, 2 and 3 only B. 1 and 2 only C. 1, 2 and 4 only D. All of the above /Reference: The key activities within the SLM process should include: Determining, negotiating, documenting and agreeing requirements for new or changed services in SLRs, and managing and reviewing them through the service lifecycle into SLAs for operational services. Monitoring and measuring service performance achievements of all operational services against targets within SLAs.

7 Producing service reports. Conducting service reviews, identifying improvement opportunities for inclusion in CSI register, and managing appropriate SIPs. Collating, measuring and improving customer satisfaction, in cooperation with business relationship management.... Service Design 2011 Edition page 109. QUESTION 10 Which one of the following do technology metrics measure? A. Components B. Processes C. The end-to-end service D. Customer satisfaction /Reference: Technology metrics: These metrics are often associated with component and application-based metrics such as performance, availability etc. Continual Service Improvement 2011 Edition page 91. QUESTION 11 Which process includes business, service and component sub-processes? A. Capacity management B. Incident management C. Service level management D. Financial management /Reference: Capacity management is an extremely technical, complex and demanding process, and in order to achieve results, it requires three supporting sub-processes: Business capacity management. Service capacity management. Component capacity management. Service Design 2011 Edition page 161. QUESTION 12 Which one of the following is NOT part of the service design stage of the service lifecycle? A. Designing and maintaining all necessary service transition packages B. Producing quality, secure and resilient designs for new or improved services C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

8 D. Measuring the effectiveness and efficiency of service design and the supporting processes /Reference: Service Design provides guidance for the design and development of services and service management practices, including design principles and methods for converting strategic objectives into portfolios of services and service assets. The scope of Service Design is not limited to new services, but includes the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of services, achievement of service levels, conformance to standards and regulations, and guidance on how to develop design capabilities for service management. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 35. QUESTION 13 Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations A. 1 and 2 only B. 2 and 3 only C. 1 and 3 only D. All of the above /Reference: The objectives of the incident management process are to: Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents. Increase visibility and communication of incidents to business and IT support staff. Enhance business perception of IT through use of professional approach in quickly resolving and communicating incidents when they occur. Align incident management activities and priorities with those of the business. Maintain user satisfaction with the quality of IT services. Service Operation 2011 Edition page 73. QUESTION 14 The BEST description of an incident is: A. An unplanned disruption of service unless there is a backup to that service B. An unplanned interruption to service or a reduction in the quality of service C. Any disruption to service whether planned or unplanned D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

9 /Reference: Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident for example, failure of one disk from a mirror set. ITIL 2011 English Glossary v1.0 page 37. QUESTION 15 Which one of the following is the CORRECT set of steps for the continual service improvement approach? A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? /Reference: Continual Service Improvement 2011 Edition page 35. QUESTION 16 When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found A. 2 only

10 B. 1 only C. Neither of the above D. Both of the above /Reference: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not yet be a permanent resolution), a known error record must be raised and placed in the KEDB so that if further incidents or problems arise, they can be identified and the service restored more quickly. In some cases it may be advantageous to raise a known error record even earlier in the overall process, even though the diagnosis may not be complete or a workaround found. This might be used for information purposes or to identify a root cause or workaround that appears to address the problem but hasn t been fully confirmed. Therefore, it is inadvisable to set a concrete procedural point for exactly when a known error record must be raised. It should be done as soon as it becomes useful to do so! Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 102. QUESTION 17 Which process is responsible for discussing reports with customers showing whether services have met their targets? A. Continual service improvement B. Change management C. Service level management D. Availability management Correct Answer: C /Reference: Service level management (SLM): The process responsible for negotiating achievable service level agreements and ensuring that these are met. It is responsible for ensuring that all IT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Service level management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. ITIL 2011 English Glossary v1.0 page 69. QUESTION 18 Which of the following options is a hierarchy that is used in knowledge management? A. Wisdom - Information - Data - Knowledge B. Data - Information - Knowledge - Wisdom C. Knowledge - Wisdom - Information - Data D. Information - Data - Knowledge - Wisdom /Reference: Knowledge management is typically displayed within the Data-to-Information-to-Knowledge-to-Wisdom

11 (DIKW) structure. Service Transition 2011 Edition page 183. QUESTION 19 Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge? A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented B. Public frameworks are always cheaper to adopt C. Public frameworks are prescriptive and tell you exactly what to do D. Proprietary knowledge has been tested in a wide range of environments /Reference: Public frameworks and standards are attractive when compared with proprietary knowledge for the following reasons: Proprietary knowledge is deeply embedded in organizations and therefore difficult to adopt, replicate or even transfer with the cooperation of th owners. Such knowledge is often in the the form of tacit knowledge which is inextricable and poorly documented.... Service Strategy 2011 Edition page 19. QUESTION 20 Which two processes will contribute MOST to enabling effective problem detection? A. Incident and financial management B. Change and release and deployment management C. Incident and event management D. Knowledge and service level management Correct Answer: C /Reference: ITIL defines a 'problem' as the underlying cause of one or more incidents. Although incident and problem management are sperate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. This will ensure effective communication when dealing with related incidents and problems. Event management provides mechanisms for early detection of incidents. Service Operations 2011 Edition pages 59, 97. QUESTION 21 Why is it important for service providers to understand patterns of business activity (PBA)? A. PBA are based on organizational roles and responsibilities B. IT service providers CANNOT schedule changes until they understand PBA C. Demand for the services delivered by service providers are directly influenced by PBA

12 D. Understanding PBA is the only way to enable accurate service level reporting Correct Answer: C /Reference: Business processes are the primary source of demand for services. Patterns of business activity (PBA) influence the demand patterns seen by the service providers. It is very important to study the customer's business to identify, analyse and classify such patterns to provide sufficient basis for capacity management. Service Strategy 2011 Edition page 251. QUESTION 22 A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them? A. Be accountable for the outcome of an activity B. Perform an activity C. Be kept up-to-date on the progress of an activity D. Manage an activity Correct Answer: C /Reference: RACI is an acronym for the four main roles of being: Responsible: The person or people responsible for correct execution for getting the job done. Accountable: The person who has ownership of quality and the end result. Only one person can be accountable for each task. Consulted: The people who are consulted and whose opinions are sought. They have involvement through input of knowledge and information. Informed: The people who are kept up to date on progress. They receive information about process execution and quality. Service Design 2011 Edition page 65. QUESTION 23 What is the result of carrying out an activity, following a process or delivering an IT service known as? A. Outcome B. Incident C. Change D. Problem /Reference: Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. ITIL 2011 English Glossary v1.0 page 52.

13 QUESTION 24 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. Employers B. Stakeholders C. Regulators D. Accreditors /Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 25 Which of the following is NOT an objective of service transition? A. To ensure that a service can be operated, managed and supported B. To provide training and certification in project management C. To provide quality knowledge and information about services and service assets D. To plan and manage the capacity and resource requirements to manage a release /Reference: Training and certification in project management?! Seriously?? :) Service Transition 2011 Edition page 4. QUESTION 26 What is the name of the group that should review changes that must be implemented faster than the normal change process? A. Technical management B. Emergency change advisory board C. Urgent change board D. Urgent change authority /Reference: emergency change advisory board (ECAB): A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change. ITIL 2011 English Glossary v1.0 page 30.

14 QUESTION 27 What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agreed with the customers B. Reporting intervals should be set by the service provider C. Reports should be produced weekly D. Service reporting intervals must be the same for all services /Reference: Service reporting: Activities that produce and deliver reports of achievement and trends against service levels. The format, content and frequency of reports should be agreed with customers. ITIL 2011 English Glossary v1.0 page 73. QUESTION 28 Which one of the following is NOT a valid purpose or objective of problem management? A. To prevent problems and resultant incidents B. To manage problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring incidents Correct Answer: C /Reference: Problem Management Process purpose Manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal. Minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to these errors. Problem Management Process objectives Prevent problems and resulting incidents from happening. Eliminate recurring incidents. Minimize the impact of incidents that cannot be prevented. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 218. QUESTION 29 Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? A. Do B. Perform C. Implement D. Measure

15 /Reference: W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI. The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to prevent rolling backwards. PDCA sets a clear pattern for CSI efforts: Plan establish goals for improvement. Do develop and implement a project to close the gap. Check compare the implemented environment to the measures of success established in the Plan phase. Act determine if further work is required to close remaining gaps, allocation of resources necessary to support another round of improvement. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 122. QUESTION 30 Which of the following are classed as stakeholders in service management? 1. Customers 2. Users 3. Suppliers A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only /Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 31 Which of the following CANNOT be provided by a tool? A. Knowledge B. Information C. Wisdom D. Data Correct Answer: C /Reference: It is well understood that no computer-based technology can provide wisdom. It requires people to provide evaluated understanding, to answer and appreciate the Why? questions. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 258. QUESTION 32

16 What is a RACI model used for? A. Performance analysis B. Recording configuration items C. Monitoring services D. Defining roles and responsibilities /Reference: RACI models help define roles and responsibilities in processes and activities and identify who will take on each role. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 250. QUESTION 33 Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure? A. RACI model B. Incident model C. Continual service improvement (CSI) approach D. The Deming Cycle /Reference: RACI models help define roles and responsibilities in processes and activities and identify who will take on each role. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 250. QUESTION 34 Within service design, what is the key output handed over to service transition? A. Measurement, methods and metrics B. Service design package C. Service portfolio design D. Process definitions /Reference: A service is defined by a service design package (SPD), which is produced under the control of the service design coordination process. Service Transition 2011 Edition page 152. QUESTION 35 Availability management is directly responsible for the availability of which of the following?

17 A. IT services and components B. IT services and business processes C. Components and business processes D. IT services, components and business processes /Reference: Availability management (AM): The process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner. Availability management defines, analyses, plans, measures and improves all aspects of the availability of IT services, and ensures that all IT infrastructures, processes, tools, roles etc. are appropriate for the agreed service level targets for availability. ITIL 2011 English Glossary v1.0 page 7. QUESTION 36 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? A. Configuration baseline B. Project baseline C. Change baseline D. Asset baseline /Reference: A configuration baseline is the configuration of a service, product or infrastructure that has been formally reviewed and agreed, which thereafter serves as the basis for further activities and can be changed only through formal change procedures. Service Transition 2011 Edition page 96. QUESTION 37 The consideration of value creation is a principle of which stage of the service lifecycle? A. Continual service improvement B. Service strategy C. Service design D. Service transition /Reference: ITSM must be carried out effectively and efficiently. Managing IT from the business perspective enables organizational high performance and value creation. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 18.

18 QUESTION 38 Which process is responsible for dealing with complaints, comments, and general enquiries from users? A. Service level management B. Service portfolio management C. Request fulfilment D. Demand management Correct Answer: C /Reference: Request fulfilment is the process responsible for managing the lifecycle of all service requests from the users. Service Operation 2011 Edition page 87. QUESTION 39 Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? A. The service level management B. The IT service continuity management C. The service catalogue management D. The supplier management /Reference: Supplier Management Process Scope Implementation and enforcement of the supplier policy Maintenance of an SCMIS Supplier and contract categorization and risk assessment Supplier and contract evaluation and selection Development, negotiation and agreement of contracts Contract review, renewal and termination Management of suppliers and supplier performance Identification of improvement opportunities for inclusion in the CSI register, and the implementation of service and supplier improvement plans Maintenance of standard contracts, terms and conditions Management of contractual dispute resolution Management of sub-contracted suppliers Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 166. QUESTION 40 Which one of the following contains information that is passed to service transition to enable the implementation of a new service? A. A service option B. A service transition package (STP) C. A service design package (SDP) D. A service charter

19 Correct Answer: C /Reference: Service design package (SDP) - Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new IT service, major change or IT service retirement. ITIL 2011 English Glossary v1.0 page 68. QUESTION 41 Which of the following would commonly be found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. All of the above /Reference: The contents of a basic underpinning contract or service agreement are: Basic terms and conditions: the term (duration) of the contract, the parties, locations, scope, definitions and commercial basis. Service description and scope: the functionality of the services being provided and its extent, along with constraints on the service delivery, such as performance, availability, capacity, technical interface and security. Service functionality may be explicitly defined, or in the case of well-established services, included by reference to other established documents, such as the service portfolio and the service catalogue. Service standards: the service measures and the minimum levels that constitute acceptable performance and quality for example, IT may have a performance requirement to respond to a request for a new desktop system in 24 hours, with acceptable service deemed to have occurred where this performance requirement is met in 95% of cases. Service levels must be realistic, measurable and aligned to the organization s business priorities and underpin the agreed targets within SLRs and SLAs. Workload ranges: the volume ranges within which service standards apply, or for which particular pricing regimes apply. Management information: the data that must be reported by the supplier on operational performance take care to ensure that management information is focused on the most important or headline reporting measures on which the relationship will be assessed. KPIs related to supplier CSFs and balanced scorecards may form the core of reported performance data. Responsibilities and dependencies: description of the obligations of the organization (in supporting the supplier in the service delivery efforts) and of the supplier (in its provision of the service), including communication, contacts and escalation. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 74. QUESTION 42 Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management event management, service request management

20 C. Service level management, service portfolio management, service asset and configuration management D. Service asset and configuration management, release and deployment management, request fulfillment /Reference: Service transition includes the following processes: Transition planning and support. Change management. Service asset and configuration management. Release and deployment management. Service validation and testing. Change evaluation, and knowledge management. ITIL 2011 English Glossary v1.0 page 74. QUESTION 43 Which statement should NOT be part of the value proposition for Service Design? A. Reduced total cost of ownership B. Improved quality of service C. Improved Service alignment with business goals D. Better balance of technical skills to support live services /Reference: Adopting and implementing standard and consistent approaches of a service design will: Reduce total cost of ownership (TCO). Improve quality of service. Improve consistency of service. Ease implementation of new or changed services. Improve service alignment. Improve service performance.... Service Design 2011 Edition page 5. QUESTION 44 Which process would be used to compare the value that newer services have offered over those they have replaced? A. Availability management B. Capacity management C. Service portfolio management D. Service catalogue management Correct Answer: C

21 /Reference: Service portfolio management evaluates the value of services throughout their lifecycles, and must be able to compare what newer services have offered over the retired services they have replaced. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 140.

22 Exam B QUESTION 1 Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle? A. Event management, incident management, problem management, request fulfilment, and access management B. Event management, incident management, change management, and access management C. Incident management, problem management, service desk, request fulfilment, and event management D. Incident management, service desk, request fulfilment, access management, and event management /Reference: Service operation process: Event management. Incident management. Request fulfilment. Problem management. Access management. Service Operation 2011 Edition page 57. QUESTION 2 Which one of the following does service metrics measure? A. Functions B. Maturity and cost C. The end-to-end service D. Infrastructure availability Correct Answer: C /Reference: Service metrics these metrics are the results of the end-to-end service. Component metrics are used to compute the service metrics. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 138. QUESTION 3 Which function or process would provide staff to monitor events in an operations bridge? A. Technical management B. IT operations management C. Request fulfilment D. Applications management

23 /Reference: IT operations control oversees execution and monitoring of operational activities and events in the IT infrastructure with the help of an operations bridge or network operations center. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 242. QUESTION 4 Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes A. All of the above B. 1, 2 and 3 only C. 2 and 4 only D. 3 and 4 only /Reference: Service desk function Objective The primary aim of the service desk is to provide a single point of contact between the services being provided and the users. Specific responsibilities will include: Logging all incident/service request details, allocating category and priority codes Providing first-line investigation and diagnosis Resolving incidents/service requests when first contacted whenever possible Escalating incidents/service requests they cannot resolve within agreed timescales Keeping users informed of progress Closing all resolved incidents, requests and other calls Conducting customer/user satisfaction call-backs/surveys as agreed Communication with users keeping them informed of incident progress, notifying them of impending changes or agreed outages etc. Updating the CMS under the direction and approval of service asset and configuration management if so agreed Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 238. QUESTION 5 Which of the following is NOT an objective of Continual Service Improvement? A. Review and analyze Service Level Achievement results B. Identify activities to improve the efficiency of service management processes C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction D. Conduct activities to deliver and manage services at agreed levels to business users /Reference: Objectives

24 Review, analyze, prioritize and make recommendations on improvement opportunities in each lifecycle stage: service strategy, service design, service transition, service operation and CSI itself. Review and analyze service level achievement Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes. Improve service delivery cost effectiveness, maintain customer satisfaction. Ensure applicable quality management methods are used to support continual improvement activities. Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements. Understand what to measure, why it is being measured and what the successful outcome should be. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 46. QUESTION 6 What are the three types of metrics that an organization should collect to support continual service improvement (CSI)? A. Return on investment (ROI), value on investment (VOI), quality B. Strategic, tactical and operational C. Critical success factors (CSFs), key performance indicators (KPIs), activities D. Technology, process and service /Reference: Three Types of Metrics to Collect to Support CSI Activies 1. Technology metrics often associated with component and application-based metrics 2. Process metrics captured in the form of CSFs, KPIs and activity metrics for the service management processes. These metrics can help determine the overall health of a process. Four key questions that KPIs can help answer are around quality, performance, value and compliance of following the process. CSI would use these metrics as input in identifying improvement opportunities for each process. 3. Service metrics these metrics are the results of the end-to-end service. Component metrics are used to compute the service metrics. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 138. QUESTION 7 Which process is responsible for sourcing and delivering components of requested standard services? A. Request fulfilment B. Service portfolio management C. Service desk D. IT finance /Reference: Request fulfilment: The process responsible for managing the lifecycle of all service requests. ITIL 2011 English Glossary v1.0 page 62. QUESTION 8

25 Which of the following is the best definition of service management? A. The ability to keep services highly available to meet the business needs B. A set of specialized organizational capabilities for providing value to customers in the form of services C. A complete set of all the documentation required to deliver world class services to customers D. An internationally recognized methodology to provide valuable services to customers /Reference: Service management: A set of specialized organizational capabilities for providing value to customers in the form of services. ITIL 2011 English Glossary v1.0 page 70. QUESTION 9 Which one of the following is the purpose of service level management? A. To carry out the service operations activities needed to support current IT services B. To ensure that sufficient capacity is provided to deliver the agreed performance of services C. To create and populate a service catalogue D. To ensure that an agreed level of IT service is provided for all current IT services /Reference: Service level agreement (SLA): An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. ITIL 2011 English Glossary v1.0 page 69. QUESTION 10 Which one of the following activities does application management perform? A. Defining where the vendor of an application should be located B. Ensuring that the required functionality is available to achieve the required business outcome C. Deciding who the vendor of the storage devices will be D. Agreeing the service levels for the service supported by the application /Reference: Application management function ROLE Custodian of technical knowledge and expertise related to managing applications; ensures that the knowledge required to design, test, manage and improve IT services is identified, developed and refined. Provides the actual resources to support the service lifecycle; ensures that resources are effectively trained and deployed to design, build, transition, operate and improve the technology required to deliver and support IT services.

26 Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 240. QUESTION 11 What is the PRIMARY process for strategic communication with the service provider's customers? A. Service catalogue management B. Service portfolio management C. Service desk D. Business relationship management /Reference: The business relationship management function s primary role is to act as a translator for the business, to translate the value of a proposed or current service or change or problem resolution or opportunity found in a technology trend for the customer. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 147. QUESTION 12 Which one of the following is NOT an aim of the change management process? A. To ensure the impact of changes are understood B. To ensure that changes are recorded and evaluated C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS) D. To deliver and manage IT services at agreed levels to business users /Reference: Change Management Process Objectives Respond to the customer s changing business requirements while maximizing value and reducing incidents, disruption and re-work. Respond to the business and IT requests for change that will align the services with the business needs. Ensure changes are recorded and evaluated, and authorized changes are prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. Ensure that all changes to configuration items are recorded in the configuration management system. Optimize overall business risk it is often correct to minimize business risk, but sometimes appropriate to knowingly accept a risk because of the potential benefit. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 180. QUESTION 13

27 In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management? A. Service strategy B. Service design C. Service transition D. Service operation /Reference: Service design processes: Design coordination. Service catalogue management. Service level management. Availability management. Capacity management. IT service continuity management (ITSCM). Information security management. Supplier management. Service Design 2011 Edition page 85. QUESTION 14 Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only /Reference: Service Strategy s Value to the business Selecting and adopting the best practice as recommended in the service strategy publication will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will: Support the ability to link activities performed by the service provider to outcomes that are critical to internal or external customers. Enable the service provider to have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring increased competitive advantage over time. Support the creation and maintenance of a portfolio of quantified services that will enable the

28 business to achieve positive return on its investment in services. Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered. Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 32. QUESTION 15 What are customers of IT services who work in the same organization as the service provider known as? A. Strategic customers B. External customers C. Valued customers D. Internal customers /Reference: Customer: Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. Internal customer: A customer who works for the same business as the IT service provider. External customer: A customer who works for a different business from the IT service provider. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 12. QUESTION 16 Access management is closely related to which other process? A. Capacity management only B. 3rd line support C. Information security management D. Change management Correct Answer: C /Reference: Access Management Process Purpose Provide the right for users to be able to use a service or group of services. The execution of policies and actions defined in information security management. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 232. QUESTION 17 The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk? A. Training in risk management for all staff and identification of risks B. Identification of risk, analysis and management of the exposure to risk C. Control of exposure to risk and investment of capital D. Training of all staff and investment of capital

29 /Reference: Identifying the risks involves naming the risk. When first identifying the risk it is not necessary to try to explain or quantify the risk, but just to get as many ideas as possible about what might threaten the success of a project or strategy. Each identified or suspected risk should be documented together with its potential consequences. Analysing the risks quantifying the impact and probability of the risk. The impact is the effect on a strategy or project (and its customers) should the risk become reality. Most risk management approaches use both qualitative and quantitative descriptions of these areas. Managing risks once risks have been assessed and documented, together with their action plans, the risk management plan must be reviewed regularly to ensure appropriate actions have been taken and are working as expected. Any of the risks may change status throughout the project. These changes must be monitored and built into the normal project control mechanisms e.g. every project meeting should include a review of the risk management plan and the assessment of any new risks. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 64. QUESTION 18 A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process A. 2, 3 and 4 only B. All of the above C. 1, 2 and 3 only D. 1, 2 and 4 only Correct Answer: C /Reference: Process Owner Responsibilities Sponsoring, designing and change managing the process and its metrics. Defining the process strategy. Assisting with process design. Ensuring that appropriate process documentation is available and current. Defining appropriate policies and standards to be employed throughout the process. Periodically auditing the process to ensure compliance to policy and standards. Periodically reviewing the process strategy to ensure that it is still appropriate and change as required. Communicating process information or changes as appropriate to ensure awareness. Providing process resources to support activities required throughout the service lifecycle. Ensuring that process technicians have the required knowledge and the required technical and business understanding to deliver the process, and understand their role in the process. Reviewing opportunities for process enhancements and for improving the efficiency and effectiveness of the process. Addressing issues with the running of the process. Identifying improvement opportunities for inclusion in the CSI register. Working with the CSI manager and process manager to review and prioritize improvements in the CSI

30 register. Making improvements to the process. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 246. QUESTION 19 Which one of the following is concerned with policy and direction? A. Capacity management B. Governance C. Service design D. Service level management /Reference: Governance: Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified. ITIL 2011 English Glossary v1.0 page 36. QUESTION 20 What are underpinning contracts used to document? A. The provision of IT services or business services by a service provider B. The provision of goods and services by third party suppliers C. Service levels that have been agreed between the internal service provider and their customer D. Metrics and critical success factors (CSFs) for internal support teams /Reference: underpinning contract (UC): A contract between an IT service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer. The underpinning contract defines targets and responsibilities that are required to meet agreed service level targets in one or more service level agreements. ITIL 2011 English Glossary v1.0 page 84. QUESTION 21 Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? A. The IT director B. The process owner C. The service owner D. The customer

31 /Reference: Process owner: The person who is held accountable for ensuring that a process is fit for purpose. The process owner s responsibilities include sponsorship, design, change management and continual improvement of the process and its metrics. This role can be assigned to the same person who carries out the process manager role, but the two roles may be separate in larger organizations. ITIL 2011 English Glossary v1.0 page 56. QUESTION 22 Which of the following is the correct definition of an outcome? A. The results specific to the clauses in a service level agreement (SLA) B. The result of carrying out an activity, following a process or delivering an IT service C. All the accumulated knowledge of the service provider D. All incidents reported to the service desk /Reference: Outcome: The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results. ITIL 2011 English Glossary v1.0 page 52. QUESTION 23 What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? A. Employers B. Stakeholders C. Regulators D. Accreditors /Reference: Stakeholder: A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. ITIL 2011 English Glossary v1.0 page 76. QUESTION 24 Which process is responsible for providing the rights to use an IT service? A. Incident management B. Access management C. Change management D. Request fulfilment

32 /Reference: Access Management Process Objectives Manage access to services based on policies and actions defined in information security management. Efficiently respond to requests for granting access to services, changing access rights or restricting access, ensuring the rights provided or changed are properly granted. Oversee access to services and ensure rights being provided are not improperly used. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 232. QUESTION 25 How many people should be accountable for a process as defined in the RACI model? A. As many as necessary to complete the activity B. Only one - the process owner C. Two - the process owner and the process enactor D. Only one - the process architect /Reference: Applying RACI to a process; only one person should hold end-to-end accountability for the process, typically the process owner. Similarly, there is only one person accountable for any individual activity, although several people may be responsible for executing parts of it. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 251. QUESTION 26 The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? A. A change B. A change model C. A change request D. A change advisory board /Reference: Change: The addition, modification or removal of anything that could have an effect on IT services. The scope should include changes to all architectures, processes, tools, metrics and documentation, as well as changes to IT services and other configuration items. ITIL 2011 English Glossary v1.0 page 15. QUESTION 27 Which of the following are basic concepts used in access management? A. Personnel, electronic, network, emergency, identity

33 B. Rights, access, identity, directory services, service/service components C. Physical, personnel, network, emergency, service D. Normal, temporary, emergency, personal, group /Reference: Access: Refers to the level and extent of a service's functionality or data that a user is entitled to use. Identify: Refers to the information about them that distinguishes them as an individual and which verifies their status within the organization. By definition, the identity of a user is unique to that user. Rights: (Also called privileges) refer to the actual settings whereby a user is provided access to a service or group of services. Typical rights, or levels of access, include read, write, execute, change, delete. Services or service groups: Most users do not use only one service, and users performing a similar set of activities will use a similar set of services. Instead of providing access to each service for each user separately, it is more efficient to be able to grant each user - or group of users - access to the whole set of services that they are entitled to use at the same time. Directory services: Refer to specific types of tools that are used to manage access and rights. Service Operation 2011 Edition page 111. QUESTION 28 What should a service always deliver to customers? A. Applications B. Infrastructure C. Value D. Resources Correct Answer: C /Reference: Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The term service is sometimes used as a synonym for core service, IT service or service package. ITIL 2011 English Glossary v1.0 page 66. QUESTION 29 Which process is responsible for the availability, confidentiality and integrity of data? A. Service catalogue management B. Service asset and configuration management C. Change management D. Information security management /Reference: Information security management (ISM): The process responsible for ensuring that the confidentiality, integrity and availability of an organization s assets, information, data and IT services match the agreed

34 needs of the business. Information security management supports business security and has a wider scope than that of the IT service provider, and includes handling of paper, building access, phone calls etc. for the entire organization. See also security management information system. ITIL 2011 English Glossary v1.0 page 38. QUESTION 30 Which of the following BEST describes the purpose of access management? A. To provide a channel for users to request and receive standard services B. Provides the rights for users to be able to use a service or group of services C. To prevent problems and resulting Incidents from happening D. To detect security events and make sense of them /Reference: Access management: The process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. ITIL 2011 English Glossary v1.0 page 3. QUESTION 31 Which one of the following includes four stages called Plan, Do, Check and Act? A. The Deming Cycle B. The continual service improvement approach C. The seven-step improvement process D. The service lifecycle /Reference: W. Edwards Deming proposed the Deming Cycle for quality improvement which is very applicable in CSI. The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to prevent rolling backwards. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 122. QUESTION 32 Which of the following BEST describes partners' in the phrase people, processes, products and partners"? A. Suppliers, manufacturers and vendors B. Customers C. Internal departments D. The facilities management function

35 /Reference: Many designs, plans and projects fail from lack of preparation and management; ITSM implementation requires preparing and planning the effective and efficient use of the four Ps: the people, the processes, the products (services, technology and tools) and partners (suppliers, manufacturers and vendors). Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 130. QUESTION 33 Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above? A. Job descriptions B. Functions C. Teams D. Roles, people or groups /Reference: Change advisory board (CAB): A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: all areas within the IT service provider; the business; and third parties such as suppliers. The change manager normally chairs the CAB; potential members include: Customer(s) User manager(s)... A CAB is often the change authority for one or more change categories... Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 187. QUESTION 34 Which one of the following is the BEST definition of the term service management? A. A set of specialized organizational capabilities for providing value to customers in the form of services B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose C. The management of functions within an organization to perform certain activities D. Units of organizations with roles to perform certain activities /Reference: Service management: A set of specialized organizational capabilities for providing value to customers in the form of services. ITIL 2011 English Glossary v1.0 page 70.

36 QUESTION 35 Which one of the following is an objective of service catalogue management? A. Negotiating and agreeing service level agreement B. Negotiating and agreeing operational level agreements C. Ensuring that the service catalogue is made available to those approved to access it D. Only ensuring that adequate technical resources are available Correct Answer: C /Reference: Service Catalogue Management Process Objectives Manage the information contained within the service catalogue. Ensure that the service catalogue is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run, or being prepared to run, in the live environment, according to the defined policies. Ensure the service catalogue is made available to those approved to access it in a way that supports their effective and efficient use of service catalogue information. Ensure the service catalogue supports evolving needs of other service management processes for service catalogue information, including interfaces and dependencies. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 156. QUESTION 36 Which of the following statements BEST describes the aims of release and deployment management? A. To build, test and deliver the capability to provide the services specified by service design B. To ensure that each release package specified by service design consists of a set of related assets and service components C. To ensure that all changes can be tracked, tested and verified if appropriate D. To record and manage deviations, risks and issues related to the new or changed service /Reference: Release and deployment management: The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. ITIL 2011 English Glossary v1.0 page 60. QUESTION 37 Which one of the following can help determine the level of impact of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP)

37 /Reference: Configuration management system (CMS): A set of tools, data and information that is used to support service asset and configuration management. The CMS is part of an overall service knowledge management system and includes tools for collecting, storing, managing, updating, analysing and presenting data about all configuration items and their relationships. The CMS may also include information about incidents, problems, known errors, changes and releases. The CMS is maintained by service asset and configuration management and is used by all IT service management processes. ITIL 2011 English Glossary v1.0 page 21. QUESTION 38 What are the categories of event described in the ITIL service operation book? A. Informational, scheduled, normal B. Scheduled, unscheduled, emergency C. Informational, warning, exception D. Warning, reactive, proactive Correct Answer: C /Reference: There are many different types of events, such informational events, warning events and exception events. Service Operation 2011 Edition page 74. QUESTION 39 In which document would you expect to see an overview of actual service achievements against targets? A. Operational level agreement(ola) B. Capacity plan C. Service level agreement(sla) D. SLA monitoring chart(slam) /Reference: SLAM chart: A service level agreement monitoring chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically colour-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months. ITIL 2011 English Glossary v1.0 page 75. QUESTION 40 Which process is responsible for ensuring that appropriate testing takes place? A. Knowledge management B. Release and deployment management C. Service asset and configuration management D. Service level management

38 /Reference: Release and deployment management: The process responsible for planning, scheduling and controlling the build, test and deployment of releases, and for delivering new functionality required by the business while protecting the integrity of existing services. ITIL 2011 English Glossary v1.0 page 60. QUESTION 41 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? 6.? A. What is the return on investment (ROI)? B. How much did it cost? C. How do we keep the momentum going? D. What is the value on investment (VOI)? Correct Answer: C /Reference: Continual Service Improvement 2011 Edition page 35. QUESTION 42

39 Which statement about the emergency change advisory board (ECAB) is CORRECT A. The ECAB considers every high priority request for change (RFC) B. Amongst the duties of the ECAB is the review of completed emergency changes C. The ECAB will be used for emergency changes where there may not be time to call a full CAB D. The ECAB will be chaired by the IT Director Correct Answer: C /Reference: Emergency change advisory board (ECAB): A subgroup of the change advisory board that makes decisions about emergency changes. Membership may be decided at the time a meeting is called, and depends on the nature of the emergency change. ITIL 2011 English Glossary v1.0 page 30. QUESTION 43 Which of the following BEST describes a problem? A. An issue reported by a user B. The cause of two or more incidents C. A serious incident which has a critical impact to the business D. The cause of one or more incidents /Reference: Problem: A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation. ITIL 2011 English Glossary v1.0 page 55.

40 Exam C QUESTION 1 Which of the following is NOT one of the five individual aspects of service design? A. The design of the service portfolio, including the service catalogue B. The design of new or changed services C. The design of market spaces D. The design of the technology architectures Correct Answer: C /Reference: You can see from the opposite page that service design is a bit of a misnomer. Yes, the scope of service design includes services adding them, changing them. But it also includes the design of things that are not services per se, but underpin services and service management: The design of the service portfolio. Technology and management architecture design. The design of processes. The design of measurement methods and metrics. As you can see, the last four things mentioned above are not services; it is important to remember is that they are in-scope for service design (hence the misnomer) and taken together with service design, they are called the five major aspects of service design in ITIL. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 133. QUESTION 2 Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Reduction in the duration and frequency of service outages A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only Correct Answer: C /Reference: Service Strategy s Value to the business Selecting and adopting the best practice as recommended in the service strategy publication will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will: Support the ability to link activities performed by the service provider to outcomes that are critical to internal or external customers. Enable the service provider to have a clear understanding of what types and levels of service will make its customers successful and then organize itself optimally to deliver and support those services. Enable the service provider to respond quickly and effectively to changes in the business environment, ensuring increased competitive advantage over time.

41 Support the creation and maintenance of a portfolio of quantified services that will enable the business to achieve positive return on its investment in services. Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered. Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 32. QUESTION 3 Which of the following should be considered when designing measurement systems, methods and metrics? 1. The services 2. The architectures 3. The configuration items 4. The processes A. 1, 2 and 3 only B. 1, 3 and 4 only C. 2, 3 and 4 only D. All of the above /Reference: Measurement systems, methods and metrics for the services, the architectures, their constituent components and the processes. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 180. QUESTION 4 Which of the following is the best definition of IT service management? A. An internal service provider that is embedded within a business unit B. A complete set of all the documentation required to deliver world class services to customers C. Technical implementation of supporting IT infrastructure components D. The implementation and management of quality IT services that meet business needs /Reference: IT service management (ITSM): The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology. ITIL 2011 English Glossary v1.0 page 36. QUESTION 5 Which of the following is service transition planning and support NOT responsible for? A. Prioritizing conflicts for service transition resources B. Coordinating the efforts required to manage multiple simultaneous transitions C. Maintaining policies, standards and models for service transition activities and processes

42 D. Detailed planning of the build and test of individual changes /Reference: Transition Planning and Support Process Scope Maintaining policies, standards and models for service transition activities, processes Guiding each major change or new service through all service transition processes Coordinating efforts to enable multiple transitions to be managed at the same time Prioritizing conflicting requirements for service transition resources Planning budget and resources to fulfill future requirements for service transition Reviewing and improving performance of transition planning and support activities Ensuring that service transition is coordinated with program and project management, service design and service development activities Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 202. QUESTION 6 Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet A. Both of the above B. 1 only C. 2 only D. Neither of the above /Reference: Business Relationship Management Process Purpose Establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs Identify customer needs and ensure that the service provider is able to meet these needs as business needs change over time and between circumstances Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 146. QUESTION 7 Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? A. Service Strategy B. Continual Service Improvement C. Service Operation D. Service Design

43 /Reference: The seven-step improvement process Objectives Understanding what to measure, why it is being measured and carefully defining the successful outcome. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 234. QUESTION 8 Which process would ensure that utility and warranty requirements are properly addressed in service designs? A. Availability management B. Capacity management C. Design coordination D. Release management Correct Answer: C /Reference: Design Coordination Process Scope Ensuring that all requirements are appropriately addressed in service designs, particularly utility and warranty requirements Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 178. QUESTION 9 Which of the following is NOT a recognized example of a service provider type within the ITIL framework? A. Internal B. External C. Service desk D. Shared services unit Correct Answer: C /Reference: THREE main types of service providers: internal, shared, external Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 66.

44 QUESTION 10 Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design A. 2, 3 and 4 only B. 1, 3 and 4 only C. 1, 2 and 3 only D. All of the above /Reference: QUESTION 11 Which of the following are sources of best practice? 1. Academic research 2. Internal experience 3. Industry practices A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only /Reference: Service management is more than just a set of capabilities. It is also a professional practice supported by an extensive body of knowledge, experience and skills. A global community of individuals and organizations in the public and private sectors fosters its growth and maturity. Formal schemes exist for the education, training and certification of practicing organizations, and individuals influence its quality. Industry best practices, academic research and formal standards contribute to and draw from its intellectual capital. Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 16. QUESTION 12 Which one of the following is the BEST description of a relationship in service asset and configuration management? A. Describes the topography of the hardware B. Describes how the configuration items (CIs) work together to deliver the services C. Defines which software should be installed on a particular piece of hardware D. Defines how version numbers should be used in a release

45 /Reference: Service asset and configuration management (SACM): The process responsible for ensuring that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets. management system. ITIL 2011 English Glossary v1.0 page 66. QUESTION 13 Which of the following is NOT a valid objective of problem management? A. To prevent problems and their resultant Incidents B. To manage problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring incidents Correct Answer: C /Reference: Problem Management Process objectives Prevent problems and resulting incidents from happening Eliminate recurring incidents Minimize the impact of incidents that cannot be prevented Passing the ITIL Foundation Exam 2011 Edition - Van Haren Publishing - page 218. QUESTION 14 Which role is responsible for carrying out the activities of a process? A. Process owner B. Change manager C. Service manager D. Process practitioner /Reference: A process practitioner is responsible for carrying out one or more process activities. Service Transition 2011 Edition page 226. QUESTION 15 Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? A. Change proposal B. Change policy C. Service request D. Risk register

46 /Reference: Major changes that involve significant cost, risk or organizational impact will usually be initiated through the service portfolio management process. Before the new or changed service is chartered it is important that the change is reviewed for its potential impact on the services, on shared resources, and on the change schedule. Change proposals are submitted to change management before chartering new or changed services in order to ensure that potential conflicts for resources or other issues are identified. Service Transition 2011 Edition page 67. QUESTION 16 Which process is responsible for managing relationships with vendors? A. Change management B. Service portfolio management C. Supplier management D. Continual service improvement Correct Answer: C /Reference: The main objectives of the supplier management process are to: Obtain value for money from suppliers and contracts. Ensure that contracts with suppliers are aligned to business needs, and support and align with agreed targets in SLRs and SLAs, in conjunction with SLM. Manage relationships with suppliers.... Service Design 2011 Edition page 207. QUESTION 17 Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun A. 1, 2 and 4 only B. 2, 3 and 4 only C. 1, 3 and 4 only D. 1, 2 and 3 only /Reference: There are many wats of structuring service desks and locating them - and the correct solution will vary for different organizations.

47 The primary options are: Local service desk. Centralized service desk. Virtual Service desk. Follow the sun. Specialized service desk groups. Service Operation 2011 Edition pages 158 to 162. QUESTION 18 What are the categories of event described in the UIL service operation book? A. Informational, scheduled, normal B. Scheduled, unscheduled, emergency C. Informational, warning, exception D. Warning, reactive, proactive Correct Answer: C /Reference: Every organization will have its own categorization of the significance of an event, but it is suggested that at least these three broad categories be represented: Informational. Warning. Exception. Service Operation 2011 Edition page 66. QUESTION 19 Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service A. 1 and 3 only B. All of the above C. 1 and 2 only D. 2 and 3 only /Reference: The scope of service portfolio management is all services a service provider plans to deliver, those currently delivered and those that have been withdrawn from service. Service Strategy 2011 Edition page 171. QUESTION 20 What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

48 A. The change authorization board B. The change advisory board C. The change implementer D. The change manager /Reference: Change advisory board (CAB): A group of people that support the assessment, prioritization, authorization and scheduling of changes. A change advisory board is usually made up of representatives from: All areas within the IT service provider. The business. And third parties such as suppliers. ITIL 2011 English Glossary v1.0 page 15. QUESTION 21 Where should the following information be stored? 1. The experience of staff 2. Records of user behaviour 3. Supplier's abilities and requirements 4. User skill levels A. The forward schedule of change B. The service portfolio C. A configuration management database (CMDB) D. The service knowledge management system (SKMS) /Reference: Service knowledge management system (SKMS): A set of tools and databases that is used to manage knowledge, information and data. The service knowledge management system includes the configuration management system, as well as other databases and information systems. The service knowledge management system includes tools for collecting, storing, managing, updating, analyzing and presenting all the knowledge, information and data that an IT service provider will need to manage the full lifecycle of IT services. ITIL 2011 English Glossary v1.0 page 69. QUESTION 22 Which of the following statements about standard changes are CORRECT? 1. The approach is pre-authorized 2. The risk is usually low and well understood 3. Details of the change will be recorded 4. Some standard changes will be triggered by the request fulfilment process A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above

49 /Reference: Standard change: A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request. ITIL 2011 English Glossary v1.0 page 77. QUESTION 23 With which process is problem management likely to share categorization and impact coding systems? A. Incident management B. Service asset and configuration management C. Capacity management D. IT service continuity management /Reference: An effective way of calculating impact and urgency and other elements and deriving an overall priority level for each incident is given in SO Table 4.1.