Improved ITILF2011 Vce 2021

NEW QUESTION 1
Which two elements of financial management for IT services are mandatory?

• A. Budgeting and charging
• B. Accounting and charging
• C. Budgeting and accounting
• D. Costing and charging

Answer: C

NEW QUESTION 2
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

• A. RACI model
• B. Incident model
• C. Continual service improvement (CSI) approach
• D. The Deming Cycle

Answer: A

NEW QUESTION 3
What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

• A. Strategic customers
• B. External customers
• C. Valued customers
• D. Internal customers

Answer: B

NEW QUESTION 4
Which of the following BEST describes technical management?

• A. A function responsibilities for facilities management and building control systems
• B. A function that provides hardware repair services for technology involved in the delivery of service to customers
• C. Senior managers responsibilities for all staff within the technical support function
• D. A function that includes providing technical expertise and overall management of the IT infrastructure

Answer: D

NEW QUESTION 5
Identity and Rights are two major concepts involved in which one of the following processes?

• A. Access Management
• B. Facilities Management
• C. Event Management
• D. Demand Management

Answer: A

NEW QUESTION 6
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

• A. The Service Level Manager
• B. The Configuration Manager
• C. The Change Manager
• D. The Information Security Manager

Answer: D

NEW QUESTION 7
Which statement about Service Level Agreements (SLAs) is CORRECT?

• A. They must contain legal wording because of their importance
• B. There should always be a separate SLA for each specific customer
• C. The wording must be clear and concise to allow no room for ambiguity
• D. Changes to the SLA can only be requested by the customer

Answer: C

NEW QUESTION 8
Which of the following processes are performed by the service desk?
1: Capacity management
2: Request fulfillment
3: Demand management
4: Incident management

• A. All of the above
• B. 3 and 4 only
• C. 2 and 4 only
• D. 2 only

Answer: C

NEW QUESTION 9
Consider the following list:
1: Change authority
2: Change manager
3: Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

• A. Job descriptions
• B. Functions
• C. Teams
• D. Roles, people or groups

Answer: D

NEW QUESTION 10
A process owner has been identified with an “I” in a RACI matrix. Which one of the following would be expected of them?

• A. Be accountable for the outcome of an activity
• B. Perform an activity
• C. Be kept up-to-date on the progress of an activity
• D. Manage an activity

Answer: C

NEW QUESTION 11
Availability Management is responsible for availability of the:

• A. Services and Components
• B. Services and Business Processes
• C. Components and Business Processes
• D. Services, Components and Business Processes

Answer: A

NEW QUESTION 12
What is a RACI model used for?

• A. Performance analysis
• B. Recording configuration items
• C. Monitoring services
• D. Defining roles and responsibilities

Answer: D

NEW QUESTION 13
Which one of the following do major incidents require?

• A. Separate procedures
• B. Less urgency
• C. Longer timescales
• D. Less documentation

Answer: A

NEW QUESTION 14
Which of the following CANNOT be stored and managed by a tool?

• A. Data
• B. Knowledge
• C. Wisdom
• D. Information

Answer: C

NEW QUESTION 15
Which one of the following is an objective of release and deployment management?

• A. To standardize methods and procedures used for efficient and prompt handling of all changes
• B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
• C. To ensure that the overall business risk of change is optimized
• D. To define and agree release and deployment plans with customers and stakeholders

Answer: D

NEW QUESTION 16
Which one of the following is the BEST description of a relationship in service asset and configuration management?

• A. Describes the topography of the hardware
• B. Describes how the configuration items (CIs) work together to deliver the services
• C. Defines which software should be installed on a particular piece of hardware
• D. Defines how version numbers should be used in a release

Answer: B

NEW QUESTION 17
Which of the following statements MOST correctly identifies the scope of design coordination activities?

• A. Only changes that introduce new services are included
• B. All changes are mandated to be included
• C. Only changes to business critical systems are included
• D. Any changes that would benefit the organization are included

Answer: D

NEW QUESTION 18
What is the BEST description of the purpose of the service operation stage of the service lifecycle?

• A. To decide how IT will engage with suppliers during the service lifecycle
• B. To proactively prevent all outages to IT services
• C. To design and build processes that will meet business needs
• D. To deliver and manage IT services at agreed levels to business users and customers

Answer: D

NEW QUESTION 19
Which of the following statements is CORRECT?
1: The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2: All of the phases of the lifecycle are concerned with the value of IT services

• A. Both of the above
• B. Neither of the above
• C. 2 only
• D. 1 only

Answer: C

NEW QUESTION 20
Which of the following is the best definition of IT service management?

• A. An internal service provider that is embedded within a business unit
• B. A complete set of all the documentation required to deliver world class services to customers
• C. Technical implementation of supporting IT infrastructure components
• D. The implementation and management of quality IT services that meet business needs

Answer: D

NEW QUESTION 21
Which process would be used to compare the value that newer services have offered over those they have replaced?

• A. Availability management
• B. Capacity management
• C. Service portfolio management
• D. Service catalogue management

Answer: C

NEW QUESTION 22
Which areas of service management can benefit from automation?
1: Design and modeling
2: Reporting
3: Pattern recognition and analysis
4: Detection and monitoring

• A. 1, 2 and 3 only
• B. 1, 3 and 4 only
• C. 2, 3 and 4 only
• D. All of the above

Answer: D

NEW QUESTION 23
Which process is responsible for ensuring that appropriate testing takes place?

• A. Knowledge management
• B. Release and deployment management
• C. Service asset and configuration management
• D. Service level management

Answer: B

NEW QUESTION 24
Gathering data, monitoring performance and assessing metrics in order to facilitate service improvements are all activities associated with which part of the service lifecycle?

• A. Service Operation
• B. Capacity Management
• C. Service Design
• D. Availability Management

Answer: A

NEW QUESTION 25
Which of the following are basic concepts used in access management?

• A. Personnel, electronic, network, emergency, identity
• B. Rights, access, identity, directory services, service/service components
• C. Physical, personnel, network, emergency, service
• D. Normal, temporary, emergency, personal, group

Answer: B

NEW QUESTION 26
Which of the following availability management activities are considered to be proactive as opposed to reactive?
1) Monitoring system availability
2) Designing availability into a proposed solution

• A. Neither of the above
• B. Both of the above
• C. 1 only
• D. 2 only

Answer: D

NEW QUESTION 27
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

• A. 1 only
• B. 2 only
• C. Both of the above
• D. Neither of the above

Answer: A

NEW QUESTION 28
What are underpinning contracts used to document?

• A. The provision of IT services or business services by a service provider
• B. The provision of goods and services by third party suppliers
• C. Service levels that have been agreed between the internal service provider and their customer
• D. Metrics and critical success factors (CSFs) for internal support teams

Answer: B

NEW QUESTION 29
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A. The IT director
• B. The process owner
• C. The service owner
• D. The customer

Answer: B

NEW QUESTION 30
Which of the following provides resources to resolve operational and support issues during Release and Deployment?

• A. Early Life Support
• B. Service Test Manager
• C. Evaluation
• D. Release Packaging and Build Manager

Answer: A

NEW QUESTION 31
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