PEOPLECERT ITIL -2011 Foundation Set 1

1.

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

Availability management Capacity management Service portfolio management Service catalogue management

2.

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?

Job descriptions Functions Teams Roles, people or groups

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 one of the following functions would be responsible for the management of a data centre?

Technical management Service desk Application management Facilities management

5.

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

RACI model Incident model Continual service improvement (CSI) approach The Deming Cycle

6.

Which process will regularly anal0yse incident data to identify discernible trends?

Service level management Problem management Change management Event management

7.

Which is the correct definition of a customer facing service?

One which directly supports the business processes of customers A service that cannot be allowed to fail One which is not covered by a service level agreement A service not directly used by the business

8.

Which one of the following is the BEST definition of the term service management?

A set of specialized organizational capabilities for providing value to customers in the form of services A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose The management of functions within an organization to perform certain activities Units of organizations with roles to perform certain activities

9.

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

10.

Which one of the following is an objective of service catalogue management?

Negotiating and agreeing service level agreement Negotiating and agreeing operational level agreements Ensuring that the service catalogue is made available to those approved to access it Only ensuring that adequate technical resources are available

PEOPLECERT ITIL -2011 Foundation Set 1

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PEOPLECERT ITIL -2011 Foundation Set 1

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