Itil

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 About the exam e xam Dear Student, Greetings! You have completed the "Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination" exam.  At this juncture, it is i s imp ortant for you to understand un derstand your strengths an d focus on them to achieve the b est results. resul ts. We present here a snapshot of your performance in "Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination" exam in terms of marks scored by you in each section, question-wise response pattern and difficulty-wise analysis of your performance. This Report consists of the following sections that can be accessed using the left navigation panel: Overall Performance: This Performance:  This part of report shows the summary of marks scored by you across all sections of the exam and the comparison of your performance across all sections. Section-wise Section-wise Performa nce: You nce:  You can click on a section name in the left navigation panel to check your performance in that section. Section-wise performance includes the details of your response at each question level and difficulty-wise analysis of  your performance for that section. NOTE : For Short Answer, Subjective, Typing and Programing Type Questions stidents will not be able to view Bar Chart Report in the Performance Analysis.

Subject

 

Questions   Correct Correct Score Score Attempted

Mandatory Exit Test ITIL 2011 Foundation Certification Course 40/40 Examination 1

40

40

Marks Obtained Subject Wise

Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination 1

NOTE : Subject having negative marks are not considered in the pie chart. Pie chart will not be shown if all the subject contains 0 marks. Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination 1 The Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination 1 section comprises of a total of 40 questions with the following difficulty level distribution: -

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Difficulty LevelNo. of questions Ea s y 0 Moderate 0 Hard 0 Question Question w ise details Please click on question to view detailed analysis

= Not Evaluated = Evaluated = Correct = Incorrect = Not Attempted = Correct Option = Your Option Question Question Details Q1. Which of the following is NOT a FUNCTION? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 3 Status : Correct

Option 1 : Application Management Management Option Option 2 : Service Service Desk Option 3 : Incident Management Management Option 4 : Technical Management Management Q2. Which of the following is NOT a vali d objective of Re quest Fulfilment? Fulfilment? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 To provide information to users about what services are available and how to : request them Option 2 To update the Service Catalogue with services that may be requested through the : Service Desk Option 3 To provide a channel for users to request and receive standard services : Option 4 To source and deliver the components of standard services that have been : requested Q3. Which Functions are included in IT Operations Management? Difficulty Level :

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Response : 3 Status : Correct

Option 1 : Network Management and Application Management Option 2 : Technical Management Management and Application Management Management Option 3 : IT Operations Control and Facilities Management Option 4 : Facilities Management and Technical Management Q4. Which of the following should be supported by technology? 1: Verification of Configuration Management System (CMS) data 2: Control of user desk-tops 3: Creation and use of diagnostic scripts 4: Visibility of overall IT Service performance Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option Option 1 : 2, 3 and 4 only Option Option 2 : 1, 2 and 3 only Option Option 3 : 1, 3 and 4 only Option Option 4 : All of the above above Q5. IT Operations Management have been asked by a customer to carry out a non-standard activity, that will cause them to miss an agreed service level target. How should they respond? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Option 2 : Option 3 : Option 4 :

Refuse the request because they must operate the service to meet the agreed service levels Make a decision based on balancing stability and responsiveness Accept the request as they must support customer business outcomes They should escalate this decision to Service Strategy

Q6. What is the BEST description of the purpose of Service Operation? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Option 2 : Option 3 : Option 4 :

To decide how IT will engage with suppliers during the Service Management Lifecycle To proactively prevent all outages to IT Services To design and build processes that will meet business needs To deliver and manage IT Services at agreed levels to business users and customers

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Understanding customer usage of services and how this varies over time is part of which process? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Service Portfolio Management Management Option 2 : Service Level Management Option 3 : Component Capacity Management Management Option 4 : Demand Management Management Q8. How many numbered steps are in the Continual Service Improvement (CSI) (CSI) process? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option Option 1 : 7 Option Option 2 : 4 Option Option 3 : 6 Option Option 4 : 11 Q9. Which of the following BEST describes when a Known Error record should be raised? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option A Known Error should not be raised until a temporary resolution or workaround has 1: been found Option A Known Error should be be raised at any time that it would be useful useful to do so 2: Option As soon as it becomes obvious that a quick resolution of the Problem will not be 3: found Option Immediately following the Problem resolution, so a permanent historical record of all 4: actions is retained in case of a recurrence Q10. Which of the following questions does guidance in Service Strategy help answer? 1: What services should we offer and to whom? 2: How do we differentiate ourselves from competing alternatives? 3: How do we truly create value for our customers? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option Option 1 : 1 only only Option Option 2 : 2 only only Option Option 3 : 3 only only Option Option 4 : All of the above above Q11.  Availability  Availab ility Manage ment is i s responsibl re sponsibl e for avai lability labi lity the of: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

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Status : Correct

Option 1 : Services and Components Option 2 : Services and Business Processes Option 3 : Components and Business Processes Option 4 : Services, Components and and Business Processes Q12.Which role is responsible for carrying out the activities of a process? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option Option 1 : Process Process Owner  Option 2 : Change Manager  Manager  Option 3 : Service Manager  Manager  Option 4 : Process Practitioner  Practitioner  Q13. Which of these activities would you expect to be performed by a Service Desk? 1: Logging details of Incidents and service requests 2: Providing first-line first-line investigation and diagnosis 3: Restoring service 4: Diagnosing the root-cause of problems Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option Option 1 : 2, 3 and 4 only Option Option 2 : 1, 2 and 3 only Option Option 3 : 1, 2 and 4 only Option Option 4 : All of the above above Q14. One organisation provides and manages an entire business process or function for another organisation. This is know as: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 3 Status : Correct

Option Option Option Option

1 : Business Process Management 2 : Business Function Outsourcing 3 : Business Process Outsourcing 4 : Knowledge Process Process Outsourcing

Q15.  A risk is: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Something that won't won't happen Option 2 : Something that will happen Option 3 : Something that has has happened Option 4 : Something that might might happen

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Q16. Which of the following BEST describes a Service Desk? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : A process within Service Operation providing a single point of contact Option 2 : A dedicated number of staff handling handling service requests Option 3 : A dedicated number of staff answering answering questions from users Option 4 : A dedicated number of staff handling handling Incidents and service requests requests Q17. Which of the following statements BEST describes the aims of Release and Deployment Management? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

To build, test and deliver the capability to provide the services specified by Service Option Design and that will accomplish the stakeholders requirements and deliver the 1: intended objectives Option To ensure that each Release package specified by Service Design consists of a set 2: of related assets and service components that are compatible with each other  Option To ensure that all Release and Deployment packages can be tracked, installed, 3: tested, verified and/or uninstalled or backed out if appropriate Option To record and manage deviations, risks and issues related to the new or changed 4: service Q18. What are the types of activity within Demand Management? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Activity based, Access Management Option 2 : Activity based, Business activity patterns and user profiles profiles Option 3 : Analytical based, Business activity patterns and user profiles Option 4 : Analytical based, Shaping Shaping user behaviour  behaviour  Q19. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about the ITIL COMPLEMENTARY guidance is CORRECT? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 It is also structured around the Service Lifecycle : Option 2 It provides guidance to specific industry sectors and types of organization : Option 3 It consists of five publications : Option 4 It provides the guidance necessary for an integrated approach as required by : ISO/IEC 20000

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Q20. The BEST Processes to automate are those that are: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Carried out by Service Operations Option 2 : Carried out by lots of people Option 3 : Critical to the success of the business mission Option 4 : Simple and well understood Q21. The MAIN objective of Service Level Management is: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Option 2 : Option 3 : Option 4 :

To carry out the Service Operations activities needed to support current IT services To ensure that sufficient capacity is provided to deliver the agreed performance of  services To create and populate a Service Catalogue To ensure that an agreed level of IT service is provided for all current IT services

Q22. What is the Service Pipeline? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option 1 : Option 2 : Option 3 : Option 4 :

 All services that are at a conceptual or development stage, or are undergoing testing All services except those that have been retired All services that are contained within the Service Level Agreement (SLA) All complex multi-user services

Q23. Which of the following is a sub-process sub-process of Capacity Management? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option 1 : Component Capacity Management Management Option 2 : Process Capacity Management Management Option 3 : Technology Capacity Management Management Option 4 : Capability Capacity Management

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Q24. Which of the following would NOT be a task carried out by the Request Fulfilment process? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option The sourcing and delivering of the components of requested standard services (e.g. 1: licenses and software media) Option Provision of a channel for users to request and receive standard services for which a 2: pre-defined approval and qualification process exists Option Provision of information to users and customers about the availability of services and 3: the procedure for obtaining them Option Provision of information used to compare actual performance against design 4: standards Q25. Which of the following is NOT a responsibility of the Service Design Manager? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option Design and maintain all necessary Service Transition packages 1: Produce quality, secure and resilient designs for new or improved services, Option technology architecture, processes or measurement systems that meet all the agreed 2: current and future IT requirements of the organisation Option Take the overall Service Strategies and ensure they are reflected in the Service 3: Design process and the service designs that are produced Option Measuring the effectiveness and efficiency of Service Design and the supporting 4: processes Q26. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle? 1: Identifying configuration of user desktop PCs when Incidents are logged 2: Control of user desk-top PCs 3: Create and use diagnostic scripts 4: Dashboard type technology Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option Option 1 : 1, 2 and 3 only Option Option 2 : 1, 3 and 4 only Option Option 3 : 2, 3 and 4 only Option Option 4 : All of the above above Q27. Governance Governance is concerned with: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Measuring and improving improving the efficiency and effectiveness of processes

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Option 3 : Reducing the total cost of providing services services Option 4 : Ensuring that agreed Service Service Level Requirements are met met Q28. Which of the following functions would be responsible for management of a data centre? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Technical Management Management Option Option 2 : Service Service Desk Option 3 : IT Operations Operations Control Option 4 : Facilities Management Management Q29. Which of the following are valid examples of business value measures? 1: Customer retention 2: Time to market 3: Service Architecture 4: Market share Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option Option 1 : 1 and 2 only only Option Option 2 : 2 and 4 only only Option Option 3 : All of the above above Option Option 4 : 1, 2 and 4 only Q30. Major Incidents require: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option 1 : Separate procedures procedures Option Option 2 : Less urgency urgency Option 3 : Longer timescales Option 4 : Less documentation documentation Q31. The group that authorises Changes that must be installed faster than the normal process is called the: Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Technical Management Management Option 2 : Emergency Change Advisory Board (ECAB) (ECAB) Option 3 : Urgent Change Board (UCB) Option 4 : Urgent Change Authority (UCA) Q32. Which of the following is step 1 in the 7 Step Improvement Process?

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Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Prepare for action Option 2 : Define what you should should measure Option 3 : Where are we now? Option 4 : Identify gaps in Service Level Agreement Agreement (SLA) achievement Q33. Which Service Design process makes the most use of data supplied by Demand Management? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Service Catalogue Management Management Option 2 : Service Level Management Option 3 : IT Service Continuity Management Management Option 4 : Capacity Management Management Q34. Which of the following statements BEST describes a Definitive Media Library (DML)? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option A secure location where definitive hardware spares are held 1: Option  A secure library where definitive authorised versions v ersions of all media Configuration Items I tems 2: (CIs) are stored and protected Option A database that contains definitions of all media CIs 3: Option  A secure library where definitive authorised versions v ersions of all software and back-ups are 4: stored and protected Q35. Which of the following are the two primary elements that create value for customers? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 4 Status : Correct

Option 1 : Value on Investment (VOI), Return on Investment (ROI) Option 2 : Customer and User satisfaction Option 3 : Understanding Service Requirements Requirements and Warranty Option 4 : Utility and Warranty Warranty Q36. Which of the following CANNOT be provided by a tool? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 3 Status : Correct

Option Option 1 : Knowledge Knowledge Option Option 2 : Informatio Information n

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Option Option 3 : Wisdom Wisdom Option Option 4 : Data Q37. Which of the following is NOT a purpose of Service Transition? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option 1 : Option 2 : Option 3 : Option 4 :

To ensure that a service can be managed, operated and supported To provide training and certification in project management To provide quality knowledge of Change, Release and Deployment Management To plan and manage the capacity and resource requirements to manage a Release

Q38. Which of the following is a good metric for measuring the effectiveness of Service Level Management? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 1 Status : Correct

Option 1 : Customer satisfaction score Option 2 : Average number of daily daily Incidents managed by each service agent agent Option 3 : Number of services in the Service Portfolio Option 4 : Number of services deployed within agreed agreed times Q39. Which process is responsible for recording relationships be tween service components? Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 3 Status : Correct

Option 1 : Service Level Management Option 2 : Service Portfolio Management Management Option 3 : Service Asset and Configuration Management Management Option 4 : Incident Management Management Q40. Which of the following should be done when closing an Incident? 1: Check the Incident categorization and correct it if necessary 2: Decide whether a Problem needs to be logged Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course Response : 2 Status : Correct

Option Option 1 : 1 only only Option 2 : Both the options options Option Option 3 : 2 only only Option 4 : None of the the above