ITIL Foundation Exam - Question Dumps 1

Below are important question for ITIL Foundation Exam certification:

1. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

A Service Level Manager
B Capacity Manager
C Change Manager
D Financial Manager

2. Which of the following would normally be included in a Capacity Plan?
  1 Options
  2 Management summary
  3 Business workload forecasts
  4 Backout plans

A 2, 3 and 4
B All of them
C 2 and 3 only
D 1, 2 and 3

3. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

A The going rate that is agreed with Customers
B Market rate
C Cost-plus
D Profitable

4. Which of the following is not an element of Availability Management?

A. Verification
B. Security
C. Reliability
D. Maintainability

5. The extent of CI information held in the CMDB should:

A Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money
B Be as high level as possible
C Match the organisation’s requirement for information to be held
D Vary according to cost

6. A customer-based Service Level Agreement structure includes:

A An SLA covering all Customer groups and all the services they use
B SLAs for each service that are Customer-focused and written in business language
C An SLA for each service type, covering all those Customer groups that use that
D An SLA with each individual Customer group, covering all of the services they use

7. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

A Improved user satisfaction
B Incident volume reduction
C Elimination of lost incidents
D Less disruption to both IT support staff and users

8. Configuration Management plans should be integrated with those of:

A Change & Release Management
B Service Level Management
C IT Service Financial & Continuity Management.
D Change & Capacity Management

9. Possible problems with Change Management include:

A Lack of ownership of impacted services
B Increased visibility and communication of changes
C Better alignment of IT services to actual business needs
D The ability to absorb a larger volume of change

10. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

A Develop Procedures and Initial Testing
B Education and Awareness
C Review, Audit and Assurance
D Ongoing Training and Testing

11. Which of the following are likely to be members of the CAB?
  1 Problem Manager
  2 Customer representatives
  3 Change Manager
  4 Senior IT technical managers

A 2 and 3 only
B All of them
C 1, 2 &4
D 1, 3 &4

12. Consider the following activities, Which of the above should be easier after implementing a good IT Service Management software tool?
  1 The analysis of raw data
  2 The identification of trends
  3 The definition of Service Management processes
  4 The implementation of preventive measures

A 1, 2 & 4
B 2 & 3
C All of them
D None of them

13. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

A Root Cause Analysis
B Business Impact Analysis
C Service Outage Analysis
D Component Failure Impact Analysis

14. Intermediate Recovery is initially concerned with which of the following time periods?

A 4 to 24 hours
B More than 72 hours
C 24 to 72 hours
D 4 to 8 hours

15. Which of these best describes the purpose of Capacity Management?

A To reduce costs and performance levels to a minimum
B To ensure that there is always sufficient capacity available to meet all customer
C To ensure that business demands are affordable and achievable
D To provide cost-effective IT capacity to meet agreed service levels

16. Serviceability is an element of Availability Management. How is it best defined?

A The prevention of failure, and the ability to keep services and components operable
B The ability to restore services or components back to normal operation
C The percentage of the agreed service hours for which the service is available
D The support which external suppliers can be contracted to provide for parts of the IT infrastructure

17. Which one of the following statements is NOT FALSE?

A Depreciation is used to calculate how maintenance can be offset against tax
B Staff costs are capital costs because of their high value
C Cost centres are used to measure ROCE (Return on Capital Employed)
D Direct costs can be allocated to a single customer, service or activity

18. Which one of the following is NOT a major CI type?

A Documentation
B Software
C Purchase order
D Accommodation

19. Where would the information relating to software release components be stored?


20. The following activities are involved in implementing a Service Management function:
  1 Tool selection
  2 Tool specification
  3 Process design
  4 Functional requirements analysis
    In which order should the above activities be taken?

A 4 2 1 3
B 4 3 2 1
C 2 1 4 3
D 2 1 3 4

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