Question 1

Which process works with incident management to ensure that security breaches are detected and logged?

Accepted Answer

Access management is responsible for granting authorized users the right to use a service while preventing access to unauthorized users, which helps in detecting and logging security breaches.

Question 2

Which process is used to compare the value that new services offer with the value of the services they have replaced?

Accepted Answer

Service portfolio management is responsible for comparing the value of new services with the value of the services they have replaced, ensuring alignment with business objectives.

Question 3

Which is the correct explanation of the 'R' role in a RACI matrix?

Accepted Answer

The 'R' in a RACI matrix stands for "Responsible," which means this role has ownership of the end result and is responsible for completing the task or deliverable.

Question 4

What service could include a differentiation as an "excitement factor"?

Accepted Answer

An enhancing service can include an "excitement factor" as it goes beyond the basic expectations to delight and surprise customers, adding extra value and differentiation.

Question 5

Which is an objective of the design coordination process?

Accepted Answer

The objective of the design coordination process is to ensure that service design packages are produced and handed over to service transition, facilitating the smooth transition of services into the live environment.

Question 6

What BEST describes the value of service design to the business?

Accepted Answer

It reduces total cost of ownership (TCO) of services

Question 7

Which term is used to describe the prediction and control of income and expenditure within an organization?

Accepted Answer

Budgeting is the process of predicting and controlling income and expenditure within an organization.

Question 8

Which statement about the 'four Ps" of service design is CORRECT?

Accepted Answer

In the context of service design, "Partners" refers to suppliers and vendors who are involved in the delivery of a service.

Exam 2: ITIL Foundation