Question 1

Which of the following is an enabler of best practice?

Accepted Answer

A)   Standards
B)   Technology
C)   Academic research
D)   Internal experienceE) B) and D)
F) A) and B)

Question 2

The difference between a Service Level Agreement (SLA)  and an Operional Level Agreement (OLA)  is that:

Accepted Answer

A)   An SLA is legally binding, an OLA is a best efforts agreement
B)   An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
C)   An SLA defines Service Level Requirements, an OLA defines Service Level Targets
D)   An SLA is with an external customer, an OLA is with an internal customerE) A) and B)
F) A) and C)

Question 3

Match the following activities with the Deming Cycle stages
1)  Monitor, Measure and Review
2)  Continual Improvement
3)  Implement Initiatives
4)  Plan for Improvement

Accepted Answer

A)   1 Plan, 2 Do, 3 Check, 4 Act
B)   3 Plan, 2 Do, 4 Check, 1 Act
C)   4 Plan, 3 Do, 1 Check, 2 Act
D)   2 Plan, 3 Do, 4 Check, 1 ActE) B) and C)
F) None of the above

Question 4

The group that authorizes changes that must be installed faster than the normal process is called the?

Accepted Answer

A)   Emergency CAB (ECA
B)  
B)   Urgent Change Authority (UC
A)  
C)   Urgent Change Board (UC
B)  
D)   CAB Emergency Committee (CAB/E
C)  E) A) and C)
F) All of the above

Question 5

Which of the following questions does Service Strategy help answer with its guidance?
1)  How do we prioritize investments across a portfolio?
2)  What services to offer and to whom?
3)  What are the Patterns of Business Activity (PBA) ?

Accepted Answer

A)   3 only
B)   1 only
C)   2 only
D)   All of the aboveE) A) and B)
F) B) and C)

Question 6

Which of the following are managed by facilities management?
1)  Hardware within a data centre or computer room
2)  Applications
3)  Power and cooling equipment
4)  Recovery sites

Accepted Answer

A)   1, 2 and 3 only
B)   All of the above
C)   1, 3 and 4 only
D)   1 and 3 onlyE) None of the above
F) A) and C)

Question 7

What is a RACI model used for?

Accepted Answer

A)   Performance analysis
B)   Recording configuration items
C)   Monitoring services
D)   Defining roles and responsibilitiesE) All of the above
F) A) and D)

Question 8

Which process will regularly analyze incident data to identify discernable trends?

Accepted Answer

A)   Service Level Management
B)   Problem Management
C)   Change Management
D)   Event ManagementE) None of the above
F) B) and C)

Question 9

IT Service Continuity strategy should be based on: 1)  Design of the service technology 2)  Business continuity strategy 3)  Business Impact Analysis 4)  Risk assessment

Accepted Answer

A)   1, 2 and 4 only
B)   1, 2 and 3 only
C)   2, 3 and 4 only
D)   1, 3 and 4 onlyE) A) and B)
F) B) and C)

Question 10

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

Accepted Answer

A)   Service strategy
B)   Service transition planning and support
C)   Service level management
D)   Change managementE) B) and D)
F) B) and C)

Question 11

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

Accepted Answer

A)   1 and 2 only
B)   1 and 3 only
C)   2 and 3 only
D)   All of the aboveE) A) and C)
F) C) and D)

Question 12

Which of the following statements is INCORRECT?

Accepted Answer

A)   The Service Knowledge Management System (SKMS)  includes Configuration Management Databases (CMD
B)  
B)   The SKMS is part of the Configuration Management System (CMS) 
C)   The SKMS can include data on the performance of the organization
D)   The SKMS can include user skill levelsE) C) and D)
F) B) and D)

Question 13

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

Accepted Answer

A)   RACI model
B)   Incident model
C)   Continual service improvement (CSI)  approach
D)   The Deming CycleE) B) and C)
F) All of the above

Question 14

Which Function would provide staff to monitor events in a Network Operations Centre?

Accepted Answer

A)   IT Operations Management
B)   Applications Management
C)   Service Desk
D)   Technical ManagementE) A) and D)
F) A) and B)

Question 15

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Accepted Answer

A)   A capacity database
B)   A definitive media library
C)   A request for change
D)   A known error databaseE) B) and C)
F) All of the above

Question 16

Which of the following are reasons why ITIL is successful?
1)  ITIL is vendor neutral
2)  It does not prescribe actions
3)  ITIL represents best practice

Accepted Answer

A)   All of the above
B)   1 and 3 only
C)   1 and 2 only
D)   2 and 3 onlyE) B) and D)
F) All of the above

Question 17

Which one of the following is concerned with policy and direction?

Accepted Answer

A)   Capacity management
B)   Governance
C)   Service design
D)   Service level managementE) All of the above
F) B) and C)

Question 18

A process owner is responsible for which of the following?
1)  Defining the process strategy
2)  Assisting with process design
3)  Improving the process
4)  Performing all activities involved in a process

Accepted Answer

A)   2, 3 and 4 only
B)   All of the above
C)   1, 2 and 3 only
D)   1, 2 and 4 onlyE) All of the above
F) None of the above

Question 19

Which one of the following is an objective of release and deployment management?

Accepted Answer

A)   To standardize methods and procedures used for efficient and prompt handling of all changes
B)   To ensure all changes to service assets and configuration items (CIs)  are recorded in the configuration management system (CMS) 
C)   To ensure that the overall business risk of change is optimized
D)   To define and agree release and deployment plans with customers and stakeholdersE) B) and C)
F) A) and D)

Question 20

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Accepted Answer

A)   Service Level Management
B)   Change Management
C)   Incident Management
D)   Service Asset and Configuration ManagementE) A) and B)
F) A) and C)

Exam 5: Information Security Foundation (based on ISO/IEC 27002

Which Function would provide staff to monitor events in a Network Operations Centre?

Correct AnswerverifiedShow Answer

The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

Correct AnswerverifiedShow Answer

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

Correct AnswerverifiedShow Answer

Which of the following questions does Service Strategy help answer with its guidance? 1) How do we prioritize investments across a portfolio? 2) What services to offer and to whom? 3) What are the Patterns of Business Activity (PBA) ?

Correct AnswerverifiedShow Answer

Which of the following are managed by facilities management? 1) Hardware within a data centre or computer room 2) Applications 3) Power and cooling equipment 4) Recovery sites

Correct AnswerverifiedShow Answer

Which of the following are reasons why ITIL is successful? 1) ITIL is vendor neutral 2) It does not prescribe actions 3) ITIL represents best practice

Correct AnswerverifiedShow Answer

Which process will regularly analyze incident data to identify discernable trends?

Correct AnswerverifiedShow Answer

Which of the following statements is INCORRECT?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which one of the following is an objective of release and deployment management?

Correct AnswerverifiedShow Answer

Which of the following is an enabler of best practice?

Correct AnswerverifiedShow Answer

The group that authorizes changes that must be installed faster than the normal process is called the?

Correct AnswerverifiedShow Answer

Which one of the following is concerned with policy and direction?

Correct AnswerverifiedShow Answer

Match the following activities with the Deming Cycle stages 1) Monitor, Measure and Review 2) Continual Improvement 3) Implement Initiatives 4) Plan for Improvement

Correct AnswerverifiedShow Answer

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

Correct AnswerverifiedShow Answer

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

Correct AnswerverifiedShow Answer

A process owner is responsible for which of the following? 1) Defining the process strategy 2) Assisting with process design 3) Improving the process 4) Performing all activities involved in a process

Correct AnswerverifiedShow Answer

Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided Responsibilities and dependencies for both parties

Correct AnswerverifiedShow Answer

IT Service Continuity strategy should be based on: 1) Design of the service technology 2) Business continuity strategy 3) Business Impact Analysis 4) Risk assessment

Correct AnswerverifiedShow Answer

What is a RACI model used for?

Correct AnswerverifiedShow Answer

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