Question 1

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

Accepted Answer

The service operation stage includes event management, incident management, problem management, request fulfillment, and access management.

Question 2

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

Accepted Answer

A gap analysis is typically conducted during the "Plan" phase of the Deming Cycle to identify the differences between current and desired performance, which helps in planning improvements.

Question 3

What is the ITIL guidance relating to the closure of resolved incidents?

Accepted Answer

According to ITIL guidance, the service desk is responsible for closing resolved incidents to ensure that the resolution meets the user's needs and that the incident is fully documented.

Question 4

Which CSI step would defining metrics be appropriate for?

Accepted Answer

The answer of Which CSI step would defining metrics be...

Question 5

Which of the following form part of the five major aspects of service design? 1. Service solutions for new or changed services
2) Management policies and guidelines
3) Business and governance requirements
4) Technology architectures and management architectures

Accepted Answer

Service solutions for new or changed services and technology architectures and management architectures are part of the five major aspects of service design.

Question 6

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Accepted Answer

The 7-step Continual Service Improvement (CSI) process begins with identifying the Vision and Strategy, Tactical Goals, and Operational Goals to ensure alignment with business objectives and to guide the improvement efforts effectively.

Question 7

Match the following activities with the Deming Cycle stages 1. Monitor, Measure and Review
2) Continual Improvement
3) Implement Initiatives
4) Plan for Improvement

Accepted Answer

The Deming Cycle stages are Plan, Do, Check, Act. "Plan for Improvement" corresponds to Plan, "Implement Initiatives" to Do, "Monitor, Measure and Review" to Check, and "Continual Improvement" to Act.

Question 8

What term describes actions taken to recover after a failed change or release?

Accepted Answer

Remediation refers to the actions taken to correct or recover from a failed change or release, ensuring that any issues are addressed and systems are returned to a stable state.

Question 9

Which is NOT an objective of the change management process?

Accepted Answer

The objective of change management is to manage changes in a controlled manner, not to deliver and manage IT services at agreed levels, which is the objective of service level management.

Question 10

Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action
2) Communication should not take place without a clear audience

Accepted Answer

Both statements are correct as effective communication within Service Operation requires a clear purpose and a defined audience to ensure that the communication is meaningful and actionable.

Question 11

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

Accepted Answer

A Business Case is a decision support and planning tool that projects the likely consequences of a business action, including benefits, costs, and risks.

Question 12

The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

Accepted Answer

Customer perceptions are crucial in defining the value of a service, as they reflect how customers view the service's effectiveness and benefits, alongside business outcomes and preferences.

Question 13

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

Accepted Answer

The service transaction stage is primarily concerned with managing and operating services, not designing and developing capabilities for service management, which is part of the service design stage.

Question 14

Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

Accepted Answer

Supplier Management involves negotiating and agreeing on contracts, updating the supplier and contract database, and planning for possible closure, renewal, or extension of contracts. Managing relationships with internal suppliers is not typically a part of Supplier Management.

Question 15

Which is NOT within the scope of service transition?

Accepted Answer

The answer of Which is NOT within the scope of...

Question 16

To add value to the business, what are the four reasons to monitor and measure?

Accepted Answer

The answer of To add value to the business, what...

Question 17

What are the two MAIN types of activity in problem management?

Accepted Answer

Problem management primarily involves proactive activities to prevent problems and reactive activities to resolve problems once they occur.

Question 18

Which statement about internal customers is CORRECT?

Accepted Answer

Internal customers are individuals or groups within the same organization as the service provider, meaning they share the same organizational objectives and are not bound by formal contracts like external customers.

Question 19

Which statement BEST describes the purpose of release and deployment management?

Accepted Answer

Release and deployment management aims to deliver the required functionality to the business while maintaining the integrity of existing services, ensuring smooth transitions and minimal disruptions.

Question 20

Which statement about Service Level Agreements (SLAs) is CORRECT?

Accepted Answer

The wording of SLAs must be clear and concise to ensure that all parties have a mutual understanding of the terms and conditions, reducing the risk of misunderstandings or disputes.

Exam 2: ITIL Foundation