Question 1

Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

Accepted Answer

Service Operation is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers.

Question 2

Which of the following would be carried out as part of a post-project benefits review?

Accepted Answer

A post-project benefits review focuses on evaluating the performance and impact of the project's deliverables in their operational environment, including any unintended side-effects, to ensure that the anticipated benefits are being realized.

Question 3

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? (1) Progress (2) Effectiveness (3) Efficiency (4) ?

Accepted Answer

The answer of There are four types of metrics that...

Question 4

Which of the following is the BEST definition of a Risk?

Accepted Answer

Risk is defined as the possibility of an event occurring that may have an impact on objectives, meaning it is something that might happen.

Question 5

Which of the following are goals of Service Operation? (1) To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business (2) The successful release of services into the live environment

Accepted Answer

Service Operation's primary goal is to ensure that IT services are delivered effectively and efficiently, which aligns with coordinating and managing services at agreed levels. The successful release of services is more related to Service Transition.

Question 6

Which Function would provide staff to monitor events in an Operations Bridge?

Accepted Answer

IT Operations Management is responsible for monitoring and controlling IT services and infrastructure, including staffing the Operations Bridge to oversee events.

Question 7

What is the objective of Access Management?

Accepted Answer

Access Management's objective is to manage the rights and permissions of users to ensure they have the appropriate access to services and information.

Question 8

Which of the following is one of the primary objectives of Service Strategy?

Accepted Answer

The answer of Which of the following is one of...

Question 9

Which of the following should be available to the Service Desk? (1) Known Error Data (2) Change Schedules (3) Service Knowledge Management System (4) The output from monitoring tools

Accepted Answer

The Service Desk should have access to all these resources: Known Error Data, Change Schedules, Service Knowledge Management System, and the output from monitoring tools to effectively manage incidents and service requests.

Question 10

Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

Accepted Answer

Service Transition is the part of the service lifecycle that focuses on managing changes and ensuring that they are implemented smoothly and effectively, thus adding business value by understanding risk and ensuring compliance with governance requirements.

Question 11

In which of the following situations should a Problem Record be created?

Accepted Answer

A Problem Record should be created when a permanent resolution is identified for recurring incidents to prevent future occurrences.

Question 12

Which of these would fall outside the scope of a typical service change management process?

Accepted Answer

A change to a business process that depends on IT Services is outside the scope of a typical service change management process because it is not a change to an IT service.

Question 13

Which of the following does the Availability Management process include? (1) Ensuring services are able to meet availability targets (2) Monitoring and reporting actual availability (3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

Accepted Answer

Availability Management includes ensuring services meet availability targets, monitoring and reporting actual availability, and conducting improvement activities to maintain or exceed availability goals.

Question 14

Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?

Accepted Answer

The Service Portfolio includes all services across their lifecycle, while the Service Catalogue is a subset that includes only services that are live or being prepared for deployment.

Question 15

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

Accepted Answer

The answer of The difference between a Service Level Agreement...

Question 16

Identity and Rights are two major concepts involved in which one of the following processes?

Accepted Answer

Access Management involves the processes of identifying individuals and managing their rights to access systems and information.

Question 17

Which of the following defines the level of protection in Information Security Management?

Accepted Answer

The business defines the level of protection needed based on its requirements, risk appetite, and regulatory obligations.

Question 18

What are the publications that provide guidance specific to industry sectors and organization types known as?

Accepted Answer

The ITIL Complementary Guidance provides specific guidance tailored to different industry sectors and organization types, offering more specialized advice beyond the core ITIL publications.

Question 19

Access Management is closely related to which other processes?

Accepted Answer

Access Management is closely related to both Information Security Management, which ensures that access is granted based on security policies, and Availability Management, which ensures that the necessary resources are available to provide access.

Question 20

"Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

Accepted Answer

Service Transition is responsible for planning and managing the resources required to deploy a release into production.

Exam 2: ITIL Foundation