ITIL FOUNDATION

Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services

2. Setting the rights or privileges of systems to allow access to authorized users

3. Defining security policies for system access

4. Monitoring the availability of systems that users should have access to

Which of the following questions is NOT answered by Service Portfolio Management?

Which of the following are objectives of the Release and Deployment Management process?

1. To ensure there are clear release and deployment plans

2. To ensure that skills and knowledge are transferred to operations and support staff

3. To ensure there is minimal unpredicted impact on production services

4. To provide cost justifiable IT capacity that is matched to the needs of the business

Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model?

Demand Management is primarily used to?

A Process owner is responsible for which of the following?

Which of the following statements BEST describes the role of Communication during Service Operation?

In which core publication can you find detailed descriptions of the following?

1. Service Portfolio Management

2. Demand Management

3. Financial Management

How does an organization use Resources and Capabilities in creating value?

Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues

2. The Service Desk is always the owner of the Incident Management process

Which of the following is the most appropriate approach to carrying out Service Operations?

Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

Which of the following Roles is responsible for identifying opportunities for improvement?

1. Service Owner

2. Continual Service Improvement (CSI) Manager

3. Process Owner

Which aspect of Service Design is missing from the list below?

1. The design of services

2. The design of Service Ma

nagement systems and tools

3. The design of technology arch

itecture and mana

gement systems

4. The design of the processes required

5. ?

The ITIL V3 core is best described as?

Error Control is carried out by which ITIL discipline?

You are a Change Manager for a large company. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is very limited which of the following Change activities might you for go?

Service Support & Service Delivery are 2 of the 5 core books within ITIL. Which 3 of the following titles complete the core group ?

Some well known methods of Service Desk charging include: (Select 3)

Which of the following Incident Management responsibilities is the Service Desk responsible for?

Of the following classifications, what are the 3 types of Technical models that should be considered when implementing a Service Desk?

Within the realm of Security what do the letters C.I.A stand for,

Complete the Phrase. The _______ is a strategic concept that stipulates the future direction of the company.

 ITIL refer to the implementation of a permanent fix (i.e. to a Known Error etc) as a ___________.

 With respect to cost types outlined under Financial Management for IT, Transfer Costs refer to:

While engaged in a conversation about ITIL, your friend, who works for a large organisation, advises you that Change Management and Configuration Management are the most important processes and should be implemented first at every organisation.

Who is responsible for preparing Management Reports concerning Incident Management data ?

A Process can be measured in such a way so as to find its effectiveness & its efficiency.

As the Service Level Manager for a medium sized company you are responsible for documenting the required level of service between your company and an external supplier from whom certain support services are required. Such a document is referred to as an