Exin ITIL Foundation v.3 Set 6

1.

Which of the following defines the level of protection in Information Security Management?

The IT Executive The ISO27001 Standard The Business The Service Level Manager

2.

Which of these would fall outside the scope of a typical service change management process?

A change to a contract with a supplier A firmware upgrade to a server that is only used for IT Service Continuity purposes An urgent need to replace a CPU to restore a service during an incident A change to a business process that depends on IT Services

3.

Hierarchic escalation is best described as?

Notifying more senior levels of management about an Incident Passing an Incident to people with a greater level of technical skill Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction Failing to meet the Incident resolution times specified in a Service Level Agreement

4.

Which of the following is NOT a valid objective of Problem Management?

To prevent Problems and their resultant Incidents To manage Problems throughout their lifecycle To restore service to a user To eliminate recurring Incidents

5.

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? 1. Progress 2. Effectiveness 3. Efficiency 4. ?

Cost Conformance Compliance Capacity

6.

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

Incident management Access management Change management Request fulfilment

7.

Which of the following can help determine the level of impact of a problem?

Definitive Media Library (DML) Configuration Management System (CMS) Statement of Requirements (SOR) Standard Operating Procedures (SOP)

8.

Which statement should NOT be part of the value proposition for Service Design?

Reduced Total Cost of Ownership Improved quality of service Improved Service alignment with business goals Better balance of technical skills to support live services

9.

Which of the following are objectives of Service Level Management? 1: Defining, documenting and agreeing the level of IT Services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the Service Provider could operate in

1, 2 and 3 only 1 and 2 only 1, 2 and 4 only All of the above

10.

What is the objective of Access Management?

To provide security staff for Data Centers and other buildings To manage access to computer rooms and other secure locations To manage access to the Service Desk To manage the right to use a service or group of services

Exin ITIL Foundation v.3 Set 6

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Exin ITIL Foundation v.3 Set 6

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