Question 1

Which of the following questions does the guidance in service strategy help to answer? 
(1) What services should we offer and to whom? 
(2) How do we differentiate ourselves from competing alternatives? 
(3) How do we create value for our customers?

Accepted Answer

Service strategy guidance helps answer all these questions by defining the services to offer, identifying differentiation strategies, and focusing on value creation for customers.

Question 2

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

Accepted Answer

Effective Service Transition focuses on managing changes and releases, ensuring that new or changed services are deployed smoothly and efficiently, which helps in handling high volumes of changes and releases.

Question 3

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Accepted Answer

Demand Management is primarily supported by the analysis of Patterns of Business Activity (PBA). PBA helps in understanding the demand patterns and trends, which is crucial for effective demand management.

Question 4

Which of the following are benefits to the business of implementing Service Transition? (1) Ability to adapt quickly to new requirements (2) Reduced cost to design new services (3) Improved success in implementing changes

Accepted Answer

Service Transition helps businesses adapt quickly to new requirements and improves the success rate of implementing changes by providing structured processes and guidelines.

Question 5

Which is a definition of a risk cause?

Accepted Answer

A risk cause is the source or origin of a risk, which can lead to a potential risk event.

Question 6

Which of the following are objectives of Service Design? (1) Design Services to satisfy business objectives. (2) Identify and manage risk. (3) Design effective and efficient processes (4) Design a secure and resilient IT infrastructure.

Accepted Answer

Service Design aims to design services that meet business objectives, manage risks, create efficient processes, and ensure a secure and resilient IT infrastructure.

Question 7

What are the processes within Service Operation?

Accepted Answer

Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management are all processes within Service Operation.

Question 8

Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

Accepted Answer

The answer of Implementation of ITIL Service Management requires preparing...

Question 9

Which of the following are included within Release and Deployment Models? (1) Roles and responsibilities (2) Template release and deployment (3) Supporting systems, tools and procedures. (4) Handover activities and responsibilities

Accepted Answer

Release and Deployment Models typically include roles and responsibilities, template release and deployment, supporting systems, tools and procedures, and handover activities and responsibilities.

Question 10

Which is the CORRECT description of an outcome?

Accepted Answer

An outcome is the result of carrying out an activity, following a process, or delivering an IT service.

Question 11

A configuration model can be used to help (1) Assess the impact and cause of incidents and problems (2) Assess the impact of proposed changes (3) Plan and design new or changed services (4) Plan technology refresh and software upgrades

Accepted Answer

A configuration model is comprehensive and can be used for assessing impacts and causes of incidents and problems, assessing proposed changes, planning and designing new or changed services, and planning technology refresh and software upgrades.

Question 12

Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. (1) Allocate roles and responsibilities to work on CSI initiatives. (2) Measure and review that the CSI plan is executed and its objectives are being achieved. (3) Identify the scope, objectives and requirements for CSI. (4) Decision on implementation of further enhancement.

Accepted Answer

The correct sequence in alignment with the PDCA model is: Plan (Identify the scope, objectives and requirements for CSI), Do (Allocate roles and responsibilities to work on CSI initiatives), Check (Measure and review that the CSI plan is executed and its objectives are being achieved), Act (Decision on implementation of further enhancement).

Question 13

Which of the following is NOT defined as part of every process?

Accepted Answer

Functions are not typically defined as part of every process. Processes usually include roles, inputs and outputs, and metrics to measure performance.

Question 14

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

Accepted Answer

Service Design phase focuses on designing IT services, including all aspects such as processes and technology, to ensure that the Total Cost of Ownership (TCO) is minimized.

Question 15

When is it confirmed if a project's objectives have been achieved?

Accepted Answer

The confirmation of whether a project's objectives have been achieved occurs during the Closing a Project process, where the project's performance is reviewed against the objectives set out in the project initiation documentation.

Question 16

Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

Accepted Answer

These activities are part of Service Operation, which focuses on the day-to-day management of IT services and ensuring they meet agreed service levels.

Question 17

Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

Accepted Answer

Categorization helps in organizing problems in a way that makes it easier to trace their nature and extract meaningful management information.

Question 18

Customer perceptions and business outcomes help lo define what?

Accepted Answer

Customer perceptions and business outcomes are integral to defining the value of a service, as they reflect how well the service meets customer needs and contributes to business success.

Question 19

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

Accepted Answer

Service Asset and Configuration Management is responsible for managing the Definitive Media Library and Definitive Spares, ensuring that all components are properly stored, maintained, and recorded.

Question 20

In the phrase "People, Processes, Products and Partners". Products refers to:

Accepted Answer

Products in this context refer to services, technology, and tools that are part of the offerings or capabilities of an organization, rather than just physical goods or assets.

Exam 2: ITIL Foundation

Which of the following questions does the guidance in service strategy help to answer? (1) What services should we offer and to whom? (2) How do we differentiate ourselves from competing alternatives? (3) How do we create value for our customers?