WorksheetsITILv3-Foundation-Post
Total questions: 20
Worksheet time: 13mins
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
Which one of the following functions would be responsible for the management of a data center
Technical management
Service desk
Application management
Facilities management
Service transition contains detailed descriptions of which processes?
Change management, service asset and configuration management, release and deployment management
Change management, capacity management event management, service request management
Service level management, service portfolio management, service asset and configuration management
Service asset and configuration management, release and deployment management, request fulfillment
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process
The IT Director
The Process Owner
The Service Owner
The Customer
Which Service Design process makes the most use of data supplied by Demand Management
Service Catalogue Management
Service Level Management
IT Service Continuity Management
Capacity Management
Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?
Technology, Customer, User
Corporate, Customer, Service
Corporate, Customer, Technology
Service, User, IT
Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement
1 Plan, 2 Do, 3 Check, 4 Act
3 Plan, 2 Do, 4 Check, 1 Act
4 Plan, 3 Do, 1 Check, 2 Act
2 Plan, 3 Do, 4 Check, 1 Act
In which of the following should details of a workaround be documented?
The service level agreement (SLA)
The problem record
The availability management information system
The IT service plan
Which one of the following is NOT a characteristic of a process
It is measureable
It delivers specific results
It responds to specific events
It structure an organization
Which of the following is not a service desk type recognized in the service operation volume of ITIL
Local
Centralized
Outsourced
Virtual
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels
Change management
IT service continuity management
Financial management for IT services
Service catalog management
Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits
Service asset and configuration management
Event management
Service catalogue management
Problem management
Which one of the following do major incidents require
Separate procedures
Less urgency
Longer timescales
Less documentation
Which one of the following are the two primary elements that create value for customers
Value on investment (VOI) and return on investment (ROI)
Customer and user satisfaction
Service requirements and warranty
Resources and capabilities
Which of the following are managed by facilities management?
1. Hardware within a data center or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
1, 2 and 3 only
All of the above
1, 3 and 4 only
1 and 3 only
What is the BEST description of an operational level agreement (OLA)?
An agreement between the service provider and another part of the same organization
An agreement between the service provider and an external organization
A document that describes to a customer how services will be operated on a day-to-day basis
A document that describes business services to operational staff
Which of the following is NOT a recognized example of a service provider type within the ITIL framework
Internal
External
Service desk
Shared services unit
Which process is responsible for providing the rights to use an IT service?
Incident management
Access management
Change management
Request fulfillment
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A change
A change model
A change request
A change advisory board
Which one of the following does service metrics measure
Functions
Maturity and cost
The end-to-end service
Infrastructure availability
