Free ITIL – ITIL Foundation (syllabus 2011) Practice Test Question

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  Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

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  Public frameworks are always cheaper to adopt

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  Public frameworks are prescriptive and tell you exactly what to do

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  Proprietary knowledge has been tested in a wide range of environments
  

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  Process owner

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  Change manager

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  Service manager

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  Process practitioner
  

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  Early Life Support

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  Service Test Manager

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  Evaluation

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  Release Packaging and Build Manager
  

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  Standards

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  Technology

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  Academic research

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  Internal experience
  

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  It is a record of all authorised changes and their planned implementation dates

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  It is a record of proposed improvement opportunities and the benefits that will be achieved

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  It is a record of new services to be approved by a customer, including proposed implementation dates

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  It is a record of completed improvements and the relevant customer satisfaction metric
  
  

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  1, 2 and 3 only

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  1, 3 and 4 only

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  2, 3 and 4 only

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  None of the above
  

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  Business Objectives, IT Objectives, Process Metrics

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  Process Models, Goals and Objectives

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  Vision and Strategy, Tactical Goals and Operational Goals

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  Business and IT Strategy and Process Definitions
  

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  All of the above

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  1 and 3 only

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  1 and 2 only

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  2 and 3 only
  

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  All of the above

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  1, 2 and 3 only

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  2 and 4 only

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  3 and 4 only
  

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  A change to a contract with a supplier

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  A firmware upgrade to a server that is only used for IT Service Continuity purposes

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  An urgent need to replace a CPU to restore a service during an incident

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  A change to a business process that depends on IT Services
  

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  All of the above

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  1 and 3 only

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  1 and 2 only

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  2 and 3 only
  

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  To ensure the impact of changes are understood

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  To ensure that changes are recorded and evaluated

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  To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

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  To deliver and manage IT services at agreed levels to business users
  

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  A secure location where definitive hardware spares are held

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  A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

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  A database that contains definitions of all media CIs

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  A secure library where definitive authorized versions of all software and back-ups are stored and protected
  

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  How quickly a service or component can be restored to normal working order

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  How long a service or component can perform its agreed function without failure

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  The ability of a third-party supplier to meet the terms of its contract

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  The part of the business process that is critical to providing the service
  

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  Strategic service

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  Delivered service

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  Internal service

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  External service
  

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  Change proposal

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  Change policy

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  Service request

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  Risk register
  

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  Remediation planning

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  Categorization

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  Prioritization

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  Review and close
  

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  Access management

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  Request Fulfillment

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  Release and Deployment Management

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  Incident Management
  

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  The change management process owner

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  The change advisory board (CAB)

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  The service owner

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  The continual service improvement manager
  

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  Carried out by Service Operations

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  Carried out by lots of people

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  Critical to the success of the business mission

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  Simple and well understood