Exin ITIL Foundation Set 14

1.

To add value to the business, what are the four reasons to monitor and measure?

Validate; Direct; Justify; Improve Evaluate; Diagnose; Justify; Intervene Validate; Direct; Justify; Intervene Evaluate; Direct; Justify; Improve

2.

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Business Objectives, IT Objectives, Process Metrics Process Models, Goals and Objectives Vision and Strategy, Tactical Goals and Operational Goals Business and IT Strategy and Process Definitions

3.

What is the definition of an Alert?

An error message to the user of an application A warning that a threshold has been reached or that something has changed A type of Incident An audit report that indicates areas where IT is not performing according to agreed procedures

4.

Which of the following would NOT be a task carried out by the Request Fulfillment process?

The sourcing and delivering of the components of requested standard services (e.g. licenses and software media) Provision of a channel for users to request and receive standard services for which a pre-defined approval and qualification process exists Provision of information used to compare actual performance against design standards Provision of information to users and customers about the availability of services and the procedure for obtaining them

5.

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

Data Wisdom Information Knowledge

6.

Which process would you MOST expect to be involved in the management of Underpinning Contracts?

IT Designer/Architect Process Manager Service Catalogue Manager Supplier Manager

7.

What is the name given to the individual assigned to carry out a risk response action or actions to respond to a particular risk or set of risks?

Risk Manage Risk Coordinator Risk Actionee Risk Owner

8.

The difference between service metrics and technology metrics is BEST described as?

Service metrics measure the end to end service; Technology metrics measure individual components Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

9.

Which of the following describes risk proximity?

The timeframe over which the risk mitigation actions should be implemented The schedule for the risk management activities related to a plan The timeframe over which a risk will be monitored by the risk owner The timeframe for when the risk might materialize

10.

Which of the following is the BEST definition of an Incident?

A warning that a threshold has been reached, something has changed, or a failure has occurred An unplanned interruption to an IT service or reduction in the quality of an IT service A change of state which has significance for the management of a Configuration Item or IT Service Loss of ability to operate to specification, or to deliver the required output

Exin ITIL Foundation Set 14

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Exin ITIL Foundation Set 14

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