ITIL_Dump

12/10/2015
About the exam

Dear Participant,
Greetings!
You have completed the "Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination"
exam.
At this juncture, it is important for you to understand your strengths and focus on them to achieve the
best results.
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 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 Performance: 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 participant will not be
able to view Bar Chart Report in the Performance Analysis.
Questions
Subject Correct Score
Attempted
Mandatory Exit Test ITIL 2011 Foundation

40/40 38 38
Certification Course Examination 1
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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: -
Difficulty Level No. of questions
Easy 0
Moderate 0
Hard 0
Question wise details

Please click on question to view detailed analysis
= Not Evaluated = Evaluated = Correct = Incorrect = Not Attempted = Marked For Review
= Correct Option = Your Option
Question Details
Q1.
How many numbered steps are in the Continual Service Improvement (CSI)
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process?
Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Status : Correct Marks Obtained : 1
Response : 1
Option 1 : 7
Option 2 : 4
Option 3 : 6
Option 4 : 11
Q2.
Which Service Design process makes the most use of data supplied by
Demand Management?

Response : 4
Option 1 : Service Catalogue Management

Option 2 : Service Level Management
Option 3 : IT Service Continuity Management
Option 4 : Capacity Management
Q3.
Which of the following statements BEST describes the aims of Release and
Deployment Management?

Response : 1
To build, test and deliver the capability to provide the services

Option 1 : specified by Service Design and that will accomplish the
stakeholders requirements and deliver the intended objectives
To ensure that each Release package specified by Service Design
Option 2 : consists of a set of related assets and service components that are
compatible with each other
To ensure that all Release and Deployment packages can be
Option 3 : tracked, installed, tested, verified and/or uninstalled or backed out
if appropriate
To record and manage deviations, risks and issues related to the
Option 4 : new or changed service
Q4.
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Governance is concerned with:

Response : 2
Measuring and improving the efficiency and effectiveness of

Option 1 :
processes
Option 2 : Ensuring that defined strategy is actually followed
Option 3 : Reducing the total cost of providing services
Option 4 : Ensuring that agreed Service Level Requirements are met
Q5.<table border="0" cellpadding="0" cellspacing="0" width="362"

style="border-collapse:
collapse;width:272pt">Which role is responsible for carrying out the activities of a
process?

Response : 4
Option 1 : Process Owner

Option 2 : Change Manager
Option 3 : Service Manager
Option 4 : Process Practitioner
Q6.
Which Functions are included in IT Operations Management?

Response : 3
Option 1 : Network Management and Application Management

Option 2 : Technical Management and Application Management
Option 3 : IT Operations Control and Facilities Management
Option 4 : Facilities Management and Technical Management
Q7.
A risk is:

Response : 4
Option 1 : Something that won't happen

Option 2 : Something that will happen
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Option 3 : Something that has happened

Option 4 : Something that might happen
Q8.
Which of the following are responsibilities of a Service Level Manager?
1: Agreeing targets in Service Level Agreements (SLAs)
2: Designing technology architectures to support the service
3: Ensuring required contracts and agreements are in place

Response : 4
Option 1 : All of the above

Option 2 : 2 and 3 only
Q9.
Which of the following is NOT a responsibility of the Service Design Manager?

Response : 1
Option 1 : Design and maintain all necessary Service Transition packages

Produce quality, secure and resilient designs for new or improved
services, technology architecture, processes or measurement
Option 2 :
systems that meet all the agreed current and future IT
requirements of the organisation
Take the overall Service Strategies and ensure they are reflected in
Option 3 : the Service Design process and the service designs that are
produced
Measuring the effectiveness and efficiency of Service Design and
Option 4 :
the supporting processes
Q10.
Which of the following is NOT a purpose of Service Transition?

Response : 2
To ensure that a service can be managed, operated and

Option 1 :
supported
Option 2 : To provide training and certification in project management
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Option 3 : To provide quality knowledge of Change, Release and Deployment

Management
To plan and manage the capacity and resource requirements to
Option 4 :
manage a Release
Q11.
Which process is responsible for recording relationships between service
components?

Response : 3

Option 2 : Service Portfolio Management
Option 3 : Service Asset and Configuration Management
Option 4 : Incident Management
Q12.
Which of the following is a good metric for measuring the effectiveness of
Service Level Management?

Response : 1
Option 1 : Customer satisfaction score

Option 2 : Average number of daily Incidents managed by each service agent
Option 3 : Number of services in the Service Portfolio
Option 4 : Number of services deployed within agreed times
Q13.
Which of the following would NOT be a task carried out by the Request
Fulfilment process?

Response : 4
The sourcing and delivering of the components of requested

Option 1 :
standard services (e.g. licenses and software media)
Provision of a channel for users to request and receive standard
Option 2 : services for which a pre-defined approval and qualification
process exists
Provision of information to users and customers about the
Option 3 :
availability of services and the procedure for obtaining them
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Provision of information used to compare actual performance

Option 4 :
against design standards
Q14.
Which of the following statements BEST describes a Definitive Media Library
(DML)?

Response : 2
Option 1 : A secure location where definitive hardware spares are held

A secure library where definitive authorised versions of all media
Option 2 :
Configuration Items (CIs) are stored and protected
Option 3 : A database that contains definitions of all media CIs
A secure library where definitive authorised versions of all
Option 4 :
software and back-ups are stored and protected
Q15.
Understanding customer usage of services and how this varies over time is
part of which process?

Response : 4
Option 1 : Service Portfolio Management

Option 3 : Component Capacity Management
Option 4 : Demand Management
Q16.
The MAIN objective of Service Level Management is:

Response : 4
To carry out the Service Operations activities needed to support

Option 1 :
current IT services
To ensure that sufficient capacity is provided to deliver the agreed
Option 2 :
performance of services
Option 3 : To create and populate a Service Catalogue
To ensure that an agreed level of IT service is provided for all
Option 4 :
current IT services
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Q17.
The BEST Processes to automate are those that are:

Response : 4
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
Q18.
Which of the following are the two primary elements that create value for
customers?

Response : 4
Option 1 : Value on Investment (VOI), Return on Investment (ROI)

Option 2 : Customer and User satisfaction
Option 3 : Understanding Service Requirements and Warranty
Option 4 : Utility and Warranty
Q19.
Which of the following BEST describes when a Known Error record should be
raised?

Response : 2
A Known Error should not be raised until a temporary resolution

Option 1 :
or workaround has been found
A Known Error should be raised at any time that it would be useful
Option 2 :
to do so
As soon as it becomes obvious that a quick resolution of the
Option 3 :
Problem will not be found
Immediately following the Problem resolution, so a permanent
Option 4 :
historical record of all actions is retained in case of a recurrence
Q20.
Which of the following is NOT a FUNCTION?

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Response : 3
Option 1 : Application Management

Option 2 : Service Desk
Option 3 : Incident Management
Option 4 : Technical Management
Q21.
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

Response : 4
Option 1 : 1, 2 and 3 only

Q22.
One organisation provides and manages an entire business process or
function for another organisation. This is know as:

Response : 3
Option 1 : Business Process Management

Option 2 : Business Function Outsourcing
Option 3 : Business Process Outsourcing
Option 4 : Knowledge Process Outsourcing
Q23.
Which of the following is NOT a valid objective of Request Fulfilment?

Response : 2
To provide information to users about what services are available

Option 1 :
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and how to request them

To update the Service Catalogue with services that may be
Option 2 :
requested through the Service Desk
To provide a channel for users to request and receive standard
Option 3 :
services
To source and deliver the components of standard services that
Option 4 :
have been requested
Q24.
Which of the following BEST describes a Service Desk?

Response : 4
A process within Service Operation providing a single point of

Option 1 :
contact
Option 2 : A dedicated number of staff handling service requests
Option 3 : A dedicated number of staff answering questions from users
A dedicated number of staff handling Incidents and service
Option 4 :
requests
Q25.
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

Response : 2
Option 1 : 1 only
Option 2 : Both the options
Option 3 : 2 only
Option 4 : None of the above
Q26.
What is the Service Pipeline?

Response : 1
All services that are at a conceptual or development stage, or are

Option 1 :
undergoing testing
Option 2 : All services except those that have been retired
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Option 3 : All services that are contained within the Service Level Agreement
(SLA)
Option 4 : All complex multi-user services
Q27.
Which of the following is step 1 in the 7 Step Improvement Process?

Response : 2
Option 1 : Prepare for action

Option 2 : Define what you should measure
Option 3 : Where are we now?
Option 4 : Identify gaps in Service Level Agreement (SLA) achievement
Q28.
Which of the following are valid examples of business value measures?
1: Customer retention
2: Time to market
3: Service Architecture
4: Market share

Response : 4

Q29.
What is the BEST description of the purpose of Service Operation?

Response : 4
To decide how IT will engage with suppliers during the Service

Option 1 :
Management Lifecycle
Option 2 : To proactively prevent all outages to IT Services
Option 3 : To design and build processes that will meet business needs
To deliver and manage IT Services at agreed levels to business
Option 4 :
users and customers
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Q30.
What are the types of activity within Demand Management?

Response : 2
Option 1 : Activity based, Access Management

Option 2 : Activity based, Business activity patterns and user profiles
Option 3 : Analytical based, Business activity patterns and user profiles
Option 4 : Analytical based, Shaping user behaviour
Q31.
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?

Response : 4
Option 1 : 1 only
Option 2 : 2 only
Option 3 : 3 only
Q32.
The ITIL CORE publications are structured around the Service Lifecycle. Which
of the following statements about the ITIL COMPLEMENTARY guidance is
CORRECT?

Response : 2
Option 1 : It is also structured around the Service Lifecycle

It provides guidance to specific industry sectors and types of
Option 2 :
organization
Option 3 : It consists of five publications
It provides the guidance necessary for an integrated approach as
Option 4 :
required by ISO/IEC 20000
Q33.
The group that authorises Changes that must be installed faster than the
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normal process is called the:

Response : 2

Option 2 : Emergency Change Advisory Board (ECAB)
Option 3 : Urgent Change Board (UCB)
Option 4 : Urgent Change Authority (UCA)
Q34.
Which of the following CANNOT be provided by a tool?

Response : 3
Option 1 : Knowledge
Option 2 : Information
Option 3 : Wisdom
Option 4 : Data
Q35.
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?

Response : 2
Refuse the request because they must operate the service to meet
Option 1 :
the agreed service levels
Option 2 : Make a decision based on balancing stability and responsiveness
Accept the request as they must support customer business
Option 3 :
outcomes
Option 4 : They should escalate this decision to Service Strategy
Q36.
Major Incidents require:

Response : 1
Option 1 : Separate procedures

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Option 2 : Less urgency

Option 3 : Longer timescales
Option 4 : Less documentation
Q37.
Which of the following is a sub-process of Capacity Management?

Response : 1
Option 1 : Component Capacity Management

Option 2 : Process Capacity Management
Option 3 : Technology Capacity Management
Option 4 : Capability Capacity Management
Q38.
Availability Management is responsible for availability the of:

Response : 1
Option 1 : Services and Components

Option 2 : Services and Business Processes
Option 3 : Components and Business Processes
Option 4 : Services, Components and Business Processes
Q39.
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 investigation and diagnosis
3: Restoring service
4: Diagnosing the root-cause of problems

Status : Incorrect Marks Obtained : 0
Response : 4

Q40.
Which of the following functions would be responsible for management of a
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data centre?

Status : Incorrect Marks Obtained : 0
Response : 2

Option 2 : Service Desk
Option 3 : IT Operations Control
Option 4 : Facilities Management
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About the exam

Mandatory Exit Test ITIL 2011 Foundation

Marks Obtained Subject Wise

Mandatory Exit Test ITIL 2011 Foundation Certification Course Examination 1

Mandatory Exit Test ITIL 2011 Foundation

Difficulty Level No. of questions

Question wise details

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Service Catalogue Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

To build, test and deliver the capability to provide the services

Governance is concerned with:

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Measuring and improving the efficiency and effectiveness of

Q5.<table border="0" cellpadding="0" cellspacing="0" width="362"

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Process Owner

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Network Management and Application Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Something that won't happen

Option 3 : Something that has happened

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : All of the above

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Design and maintain all necessary Service Transition packages

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

To ensure that a service can be managed, operated and

Option 3 : To provide quality knowledge of Change, Release and Deployment

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Service Level Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Customer satisfaction score

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

The sourcing and delivering of the components of requested

Provision of information used to compare actual performance

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : A secure location where definitive hardware spares are held

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Service Portfolio Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

To carry out the Service Operations activities needed to support

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Carried out by Service Operations

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Value on Investment (VOI), Return on Investment (ROI)

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

A Known Error should not be raised until a temporary resolution

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Application Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : 1, 2 and 3 only

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Option 1 : Business Process Management

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

To provide information to users about what services are available

and how to request them

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

A process within Service Operation providing a single point of

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

Difficulty Level : Course Template : ITIL 2011 Foundation Certification Course

All services that are at a conceptual or development stage, or are