ITIL Foundation (syllabus 2011) (EX0-117) Free Practice Test

Question 1

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. Information

B. Knowledge

C. Data

D. Governance

Correct Answer: B

Question 2

Which one of the following are the two primary elements that create value for customers?

A. Value on investment (VOI) and return on investment (ROI)

B. Service requirements and warranty

C. Resources and capabilities

D. Customer and user satisfaction

Correct Answer: C

Question 3

Which of the following is NOT an objective of service transition?

A. To ensure that a service can be operated, managed and supported

B. To plan and manage the capacity and resource requirements to manage a release

C. To provide training and certification in project management

D. To provide quality knowledge and information about services and service assets

Correct Answer: C

Question 4

Which one of the following includes four stages called Plan, Do, Check and Act?

A. The service lifecycle

B. The Deming Cycle

C. The seven-step improvement process

D. The continual service improvement approach

Correct Answer: B

Question 5

What is the PRIMARY process for strategic communication with the service provider's customers?

A. Service portfolio management

B. Service desk

C. Service catalogue management

D. Business relationship management

Correct Answer: D

Question 6

Which of the following would NOT be contained in a release policy?

A. Naming and numbering conventions

B. The risk register for the release

C. Entry and exit criteria of the release into testing

D. Roles and responsibilities for the release

Correct Answer: B

Question 7

Which one of the following is NOT an objective of problem management?

A. Minimizing the impact of incidents that cannot be prevented

B. Eliminating recurring incidents

C. Preventing problems and resulting incidents from happening

D. Restoring normal service operation as quickly as possible

Correct Answer: D

Question 8

Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

A. 1 and 2 only

B. 1 and 3 only

C. All of the above

D. 2 and 3 only

Correct Answer: D

Question 9

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Defining measurable targets

C. Reviewing measurements and metrics

D. Creating a baseline

Correct Answer: B

Question 10

What is the primary focus of business capacity management?

A. Review of all capacity supplier agreements and underpinning contracts with supplier management

B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

C. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Correct Answer: D

Question 11

Hierarchic escalation is BEST described as?

A. Failing to meet the incident resolution times specified in a service level agreement

B. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

C. Passing an incident to people with a greater level of technical skill

D. Notifying more senior levels of management about an incident

Correct Answer: D

Welcome to TestSimulate

EXIN ITIL Foundation (syllabus 2011) (EX0-117) Free Practice Test