Question 1

Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

Accepted Answer

Event management is responsible for monitoring IT services and detecting events that indicate performance issues or other operational problems.

Question 2

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

Accepted Answer

The service operation stage focuses on delivering and managing IT services at agreed levels to business users and customers, ensuring that services are delivered effectively and efficiently.

Question 3

What is the primary focus of the business management?

Accepted Answer

The primary focus of business management in IT is to ensure that future business requirements for IT services are quantified, designed, planned, and implemented in a timely fashion to support business objectives.

Question 4

In which of the following should details of a workaround be documented?

Accepted Answer

Workarounds are temporary solutions to incidents and problems, and they should be documented in the problem record to ensure that they are available for future reference and use.

Question 5

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

Accepted Answer

Designing and developing capabilities for service management is a responsibility of the service design stage, not the service transition stage.

Question 6

Which of the following BEST describes technical management?

Accepted Answer

Technical management is responsible for providing technical expertise and managing the IT infrastructure, ensuring that the technology supports the delivery of services to customers effectively.

Question 7

In terms of adding value to the business, which one of the following describes service operation s contribution?

Accepted Answer

Service operation ensures that the service is delivered effectively and efficiently, making the value of the service visible to customers.

Question 8

Which one of the following is it the responsibility of supplier management to negotiate and agree?

Accepted Answer

Supplier management is responsible for negotiating and agreeing on third-party contracts, as they manage relationships and agreements with external suppliers.

Question 9

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

Accepted Answer

Service design is the stage of the service lifecycle that focuses on defining policies and objectives to ensure that services are designed effectively to meet business needs.

Question 10

Which one of the following statements BEST describes a definitive media library (DML)?

Accepted Answer

A definitive media library (DML) is a secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected, ensuring that only approved versions are used in the IT environment.

Question 11

Which one of the following is NOT a characteristic of a process?

Accepted Answer

A process is a set of activities that are measurable, deliver specific results, and respond to specific events, but it does not structure an organization.

Question 12

Which areas of service management can benefit from automation? 1. Design and modeling
2) Reporting
3) Pattern recognition and analysis
4) Detection and monitoring

Accepted Answer

All listed areas of service management can benefit from automation as it can enhance efficiency, accuracy, and speed in design and modeling, reporting, pattern recognition and analysis, and detection and monitoring.

Question 13

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

Accepted Answer

Outsourced is not a recognized service desk type in ITIL's service operation volume. The recognized types are Local, Centralized, and Virtual.

Question 14

Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Accepted Answer

IT service continuity management focuses on managing risks that could seriously impact IT services, ensuring that the IT service provider can maintain minimum agreed business-related service levels.

Question 15

Which of the following are types of service defined in ITIL? 1. Enabling
2) Core
3) Enhancing
4) Computer

Accepted Answer

In ITIL, services are categorized into enabling, core, and enhancing services. "Computer" is not a type of service defined in ITIL.

Question 16

Which one of the following is the BEST definition of reliability?

Accepted Answer

Reliability refers to the ability of a service or configuration item to perform its intended function without failure over a specified period.

Question 17

Which one of the following are the two primary elements that create value for customers?

Accepted Answer

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

Question 18

Which one of the following do major incidents require?

Accepted Answer

Major incidents require separate procedures because they are high-impact events that need a specific and often expedited response to minimize disruption and restore services quickly.

Question 19

Which one of the following is the BEST description of a service request?

Accepted Answer

A service request is typically a request from a user for information, advice, or for a standard change, which is a predefined, low-risk change that follows a documented process.

Question 20

Which of the following are managed by facilities management? 1. Hardware within a data centre or computer room
2) Applications
3) Power and cooling equipment
4) Recovery sites

Accepted Answer

Facilities management typically involves managing the physical infrastructure, which includes hardware within a data center, power and cooling equipment, and recovery sites. Applications are generally managed by IT or software teams, not facilities management.

Exam 2: ITIL Foundation