ITIL Foundations v3 Sample Exam 1 Questions and Answers & notes summaries
What types of changes are NOT usually included within the scope of change management?
a) Changes to a minaframe computer
b) Changes to business strategy
c) Changes to a service level agreement (SLA)
What types of changes are NOT usually included within the scope of change management?
a) Changes to a minaframe computer
b) Changes to business strategy
c) Changes to a service level agreement (SLA)
d) The retirement of a service ** Answ** Answer is B. A change request is a formal
communication seeking an alteration to one of more configuration items (CI's).
Which of the following is NOT a purpose of service operation?
a) To undertake testing to ensure services are designed to meet business needs
b) To deliver and manage IT services
c) To manage the technology used to deliver services
d). To monitor the performance of technology and processes ** Answ** Answer is A. Each
of these are a purpose of service operation except for option A. Option A is part of service
transition
What does the term IT operations contorl refer to?
a) Managing the technical and applications management functions
b) Overseeing the execution and monitoring of operational activities and events
c) A set of tools used to monitor and display the status of the IT infrastructure and applications
d) A service desk monitoring the status of the infrastructure when operators are not available
** Answ** Answer is B. IT operations control oversees the execution and monitoring of
operational activities and events in the IT infrastructure.
Which process is responsible for recording relationships between service components?
, a) Service level management
b) Service portfolio management
c) Service asset and configuration management (SACM)
d) Incident management ** Answ** Answer is C. Part of the SACM's purpose is to maintain
accurate information about assets, including the relationship between assets
What is the RACI model used for?
a) Documenting the roles and responsibilities of stakeholders in a process or activity
b) Defining requirements for a new service or process
c) Analysing the business impact of an incident
d) Creating a balanced scorecard showing the overall status of service management ** Answ**
Answer is A. RACI is a responsiblity model used by ITIL to help define roles and
responsibilities.
Which of the following is the BEST description of an operational level agreement (OLA)?
a) An agreement between an IT service provider and another part of the same orgazation that
assists in the provision of services
b) A written agreement between the IT Service provider and their customer(s) defining key
targets and responsibilities of both parties
c) An agreement between two service providers about the levels of service required by the
customer
d) An agreement between a third party service desk and the IT customer about fix and response
times ** Answ** Answer is A. A is the OLA, B is the definition of an SLA, C doesn't
correspond to an ITIL definition, D involves a third party and is a contract
What is the MAIN purpose of availability management?
a) To monitor and report availability of components
b) To ensure that all targets in the service level agreements (SLAs) are met
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