ITIL® Foundation (ITIL-F) Practice Test

Questions # 61:

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Options:

Perform

Implement

Measure

Questions # 62:

Which of the following are types of service defined in ITIL?

1. Enabling

2. Core

3. Enhancing

4. Computer

Options:

1, 3 and 4 only

2, 3 and 4 only

1, 2 and 4 only

1, 2 and 3 only

Questions # 63:

What are underpinning contracts used to document?

Options:

The provision of IT services or business services by a service provider

The provision of goods and services by third party suppliers

Service levels that have been agreed between the internal service provider and their customer

Metrics and critical success factors (CSFs) for internal support teams

Questions # 64:

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Options:

Configuration baseline

Project baseline

Change baseline

Asset baseline

Questions # 65:

From the perspective of the service provider, who is the person or group that agrees their service targets?

Options:

The user

The customer

The supplier

The administrator

Questions # 66:

The BEST description of an incident is:

Options:

An unplanned disruption of service unless there is a backup to that service

An unplanned interruption to service or a reduction in the quality of service

Any disruption to service whether planned or unplanned

Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Questions # 67:

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

Options:

Capacity management

Governance

Service design

Service level management

Questions # 68:

What is the BEST description of an operational level agreement (OLA)?

Options:

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

Questions # 69:

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

Options:

Training in risk management for all staff and identification of risks

Identification of risk, analysis and management of the exposure to risk

Control of exposure to risk and investment of capital

Training of all staff and investment of capital

Questions # 70:

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

Options:

A change

A change model

A change request

A change advisory board

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