Question 1

Which process is responsible for providing the rights to use an IT service?

Accepted Answer

Access management is responsible for providing the rights to use an IT service.

Question 2

Which of the following is the correct definition of an outcome?

Accepted Answer

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

Question 3

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

Accepted Answer

During the "Where do we want to be?" step of the CSI approach, the focus is on defining measurable targets that align with business objectives and desired outcomes.

Question 4

Which one of the following is concerned with policy and direction?

Accepted Answer

Governance is concerned with policy and direction.

Question 5

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

Accepted Answer

Design coordination ensures that utility and warranty requirements are properly addressed by coordinating all design activities, processes, and resources.

Question 6

Which process is responsible for low risk, frequently occurring, low cost changes?

Accepted Answer

Request fulfillment is responsible for handling low risk, frequently occurring, low cost changes, often referred to as service requests.

Question 7

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

Accepted Answer

All aspects including services, architectures, configuration items, and processes should be considered to ensure comprehensive and effective measurement systems, methods, and metrics.

Question 8

Which process is responsible for ensuring that appropriate testing takes place?

Accepted Answer

Release and deployment management is responsible for ensuring that appropriate testing takes place before new or changed services are deployed into the live environment.

Question 9

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) ?

Accepted Answer

The next step in the CSI model is to ensure that improvements are sustained and momentum is maintained, which is addressed by "How do we keep the momentum going?".

Question 10

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

Accepted Answer

The answer of What are the three types of metrics...

Question 11

What guidance does ITIL give on the frequency of production of service reporting?

Accepted Answer

ITIL suggests that service reporting intervals should be defined and agreed upon with the customers to ensure they meet the needs and expectations of both parties.

Question 12

In which document would you expect to see an overview of actual service achievements against targets?

Accepted Answer

The SLA monitoring chart (SLAM) is specifically designed to provide an overview of actual service achievements against agreed service level targets.

Question 13

Which statement about the emergency change advisory board (ECAB) is CORRECT

Accepted Answer

The ECAB is specifically convened to make decisions on emergency changes when there is not enough time to gather the full Change Advisory Board (CAB).

Question 14

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Accepted Answer

Supporting services are those that are not directly used by the business but are necessary for the service provider to deliver customer-facing services.

Question 15

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

Accepted Answer

A service desk typically logs incidents and service requests, provides first-line investigation and diagnosis, and works to restore service. Implementing all standard changes is not typically a service desk responsibility.

Question 16

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

Accepted Answer

Technology can support all listed areas: data mining and workflow, measurement and reporting, release and deployment, and process design during the service lifecycle.

Question 17

With which process is problem management likely to share categorization and impact coding systems?

Accepted Answer

Problem management is likely to share categorization and impact coding systems with incident management to ensure consistency and efficiency in managing and resolving issues.

Question 18

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

Accepted Answer

The "Four Ps" in service design are Partners, People, Processes, and Products.

Question 19

Which of the following is the best definition of service management?

Accepted Answer

Service management is defined as a set of specialized organizational capabilities for providing value to customers in the form of services. This definition emphasizes the capabilities and processes involved in delivering services that meet customer needs.

Question 20

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Accepted Answer

Effective risk management involves identifying risks and then analyzing and managing the exposure to those risks to mitigate their impact.

Exam 2: ITIL Foundation