ITIL Foundation - Process Exam

ITIL FoundationPeopleCert ITIL FoundationProcessexam.comExam SummarySyllabusQuestions

ITIL Foundation Sample Questions and Exam SummaryTable of ContentsKey to success in ITIL Foundation Exam on PeopleCert ITIL Foundation . 2PeopleCert ITIL Foundation Certification Details: . 2PeopleCert ITIL Foundation Exam Syllabus: . 3ITIL Foundation Sample Questions: . 8Answers to ITIL Foundation Exam Questions: . 9PeopleCert ITIL Foundationpg. 1

ITIL Foundation Sample Questions and Exam SummaryKey to success in ITIL Foundation Exam on PeopleCertITIL FoundationTo achieve the professional designation of PeopleCert ITIL Foundation from thePeopleCert, candidates must clear the ITIL Foundation Exam with the minimum cut-offscore. For those who wish to pass the PeopleCert ITIL Foundation certification exam withgood percentage, please take a look at the following reference document detailing whatshould be included in PeopleCert ITIL Foundation Exam preparation.The PeopleCert ITIL Foundation Exam Summary, Body of Knowledge (BOK), SampleQuestion Bank and Practice Exam provide the basis for the real PeopleCert ITILFoundation Certification - IT Service Management exam. We have designed theseresources to help you get ready to take PeopleCert ITIL Foundation exam. If you havemade the decision to become a certified professional, we suggest you take authorizedtraining and prepare with our online premium PeopleCert ITIL Foundation PracticeExam to achieve the best result.PeopleCert ITIL Foundation Certification Details:Exam NamePeopleCert ITIL FoundationExam CodeITIL FoundationExam FeeUSD 314Exam Duration60 MinutesNumber of Questions40Passing Score26 / 40FormatMultiple Choice QuestionsBooks / TrainingsOffline TrainingSchedule ExamPearson VUESample QuestionsPeopleCert ITIL Foundation Exam Sample Questions andAnswersPractice ExamPeopleCert ITIL Foundation Certification - IT ServiceManagement Practice TestPeopleCert ITIL Foundationpg. 2

ITIL Foundation Sample Questions and Exam SummaryPeopleCert ITIL Foundation Exam Syllabus:- Describe the concept of best practices in the public domain- Describe and explain why ITIL is successful- Define and explain the concept of a service- Define and explain the concept of internal and externalcustomer- Define and explain the concept of internal and externalService management as a servicespractice- Define and explain the concept of service management- Define and explain the concept of IT service management- Define and explain the concept of stakeholders in servicemanagement- Define processes and functions- Explain the process model and the characteristics ofprocesses- Describe the structure of the ITIL service lifecycle- Account for the purpose, objectives and scope of servicestrategy- Briefly explain what value service strategy provides to thebusiness- Account for the purpose, objectives and scope of servicedesign- Briefly explain what value service design provides to thebusiness- Account for the purpose, objectives and scope of serviceThe ITIL service lifecycle transition- Briefly explain what value service transition provides to thebusiness- Account for the purpose, objectives and scope of serviceoperation- Briefly explain what value service operation provides to thebusiness- Account for the main purpose, objectives and scope ofcontinual service improvement- Briefly explain what value continual service improvementprovides to the businessPeopleCert ITIL Foundationpg. 3

ITIL Foundation Sample Questions and Exam Summary- Utility and warranty- Assets, resources and capabilities- Service portfolio- Service catalogue- Governance- Business case- Risk management- Service provider- Supplier- Service level agreement- Operational level agreement- Underpinning contract- Service design package- Availability- Service knowledge management system (SKMS)- Configuration item (CI)- Configuration management system- Definitive media library (DML)Generic concepts and- Changedefinitions- Change types (standard, emergency and normal)- Event- Alert- Incident- Impact, urgency and priority- Service request- Problem- Workaround- Known error- Known error database (KEDB)- The role of communication in service operation- Release policy- Types of services- Change proposals- CSI register- Outcomes- Patterns of business activity- Customers and users- The Deming Cycle (plan, do, check, act)PeopleCert ITIL Foundationpg. 4

ITIL Foundation Sample Questions and Exam SummaryService strategy- Describe value creation through servicesService design- Understand the importance of people, processes, productsand partners for service management- Understand the five major aspects of service design1. Service solutions for new or changed services2. Management information systems and tools3. Technology architectures and managementarchitecturesKey principles and models4. The processes required5. Measurement methods and metricsContinual service improvement- Explain the continual service improvement approach- Understand the role of measurement for continual serviceimprovement and explain the following key elements:1. Relationship between critical success factors (CSF)and key performance indicators (KPI)2. Baselines3. Types of metrics (technology metrics, processmetrics, service metrics)Service strategyState the purpose, objectives and scope for:- Service portfolio management1. The service portfolio- Financial management for IT services1. Business caseSelected processes- Business relationship managementService designExplain the purpose, objectives, scope, basic concepts,process activities and interfaces for:- Service level management1.2.3.4.5.6.Service-based SLAMulti-level SLAsService level requirementsSLA monitoring (SLAM) chartService reviewService improvement plan (SIP)PeopleCert ITIL Foundationpg. 5

ITIL Foundation Sample Questions and Exam Summary7. The relationship between SLM and BRMState the purpose, objectives and scope for:- Service catalogue management- Availability management1.2.3.4.5.6.Service availabilityComponent tyVital business functions (VBF)- Information security management (ISM)1. Information security policy- Supplier management1. Supplier categories- Capacity management1.2.3.4.Capacity planBusiness capacity managementService capacity managementComponent capacity management- IT service continuity management1. Purpose of business impact analysis (BIA)2. Risk assessment- Design coordinationService transitionExplain the purpose, objectives, scope, basic concepts,process activities and interfaces for:- Change managementTypes of change requestChange modelsRemediation planningChange advisory board / emergency change advisoryboard5. Lifecycle of a normal change1.2.3.4.PeopleCert ITIL Foundationpg. 6

ITIL Foundation Sample Questions and Exam SummaryState the purpose, objectives and scope for:- Release and deployment management1. Four phases of release and deployment- Knowledge management1. Data-to-Information-to-Knowledge-to-Wisdom(DIKW) & SKMS- Service asset and configuration management (SACM)- Transition planning and supportService operationExplain the purpose, objectives, scope, basic concepts,process activities and interfaces for:- Incident management- Problem managementState the purpose, objectives and scope for:- Event management- Request fulfilment- Access managementContinual service improvementState the purpose, objectives and scope for:- The seven-step improvement process- Explain the role, objectives and organizational structuresfor1. The service desk function- State the role and objectives ofSelected functions1. The technical management function2. The application management function with applicationdevelopment3. The IT operations management function (IToperations control and facilities management)- Account for the role and the responsibilities of theSelected roles1.2.3.4.Process ownerProcess managerProcess practitionerService ownerPeopleCert ITIL Foundationpg. 7

ITIL Foundation Sample Questions and Exam Summary- Recognize the responsible, accountable, consulted,informed (RACI) responsibility model and explain its role indetermining organizational structure.Technology andarchitecture- Understand how service automation assists with expeditingservice management processes- Competence and skills for service managementCompetence and training - Competence and skills framework- TrainingITIL Foundation Sample Questions:01. Who normally chairs a change advisory board (CAB)?a) Change managerb) Service ownerc) Change initiatord) Business relationship manager02. Which is the BEST description of a service request?a) A request from a user for information, advice or for a standard changeb) Anything that the customer wants and is prepared to pay forc) Any request or demand that is entered by a user via a self-help web-based interfaced) Any request for change (RFC) that is low-risk and which can be approved by thechange manager without a change advisory board (CAB) meeting03. Which three types of metric support Continual Service Improvement (CSI)activities?a) Technology metrics, service desk metrics and Key Performance Indicator (KPI)metricsb) Process metrics, software metrics and financial metricsc) Technology metrics, process metrics and service metricsd) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics04. Which lifecycle stage ensures that the impact of service outages isminimized on a day-to-day basis?a) Service designb) Service operationc) Continual service improvementd) Service transition05. A significant, unresolved problem is likely to cause major businessdisruption. Where is this MOST LIKELY to be escalated to?a) IT service continuity managementb) Availability managementc) Incident managementd) Change managementPeopleCert ITIL Foundationpg. 8

ITIL Foundation Sample Questions and Exam Summary06. What is a process owner NOT responsible for?a) Defining the process strategyb) Communication of process information or changes to ensure awarenessc) Developing IT plans that meet and continue to meet the IT requirements of thebusinessd) Identifying improvement opportunities for inclusion in the CSI register07. Which is an objective of service transition?a) To negotiate service levels for new servicesb) To ensure that service changes create the expected business valuec) To reduce the impact of business critical service outages on key servicesd) To plan and manage entries in the service catalogue08. Software and technology are examples of which of the four Ps?a) Processesb) Performancec) Productsd) Partners09. Which process will regularly analyze incident data to identify discernabletrends?a) Service level managementb) Problem managementc) Change managementd) Event management10. What is the second phase in release and deployment management?a) Review and closeb) Authorize changesc) Release build and testd) Release and deployment planningAnswers to ITIL Foundation Exam Questions:Question: 01Answer: aQuestion: 02Answer: aQuestion: 03Answer: cQuestion: 04Answer: bQuestion: 05Answer: aQuestion: 06Answer: cQuestion: 07Answer: bQuestion: 08Answer: cQuestion: 09Answer: bQuestion: 10Answer: cNote: If you find any typo or data entry error in these sample questions, we requestyou to update us by commenting on this page or write an email onfeedback@processexam.comPeopleCert ITIL Foundationpg. 9

ITIL Foundation Sample Questions and Exam Summary _ _ PeopleCert ITIL Foundation pg. 3 PeopleCert ITIL Foundation Exam Syllabus: Service management as a practice - Describe the concept of best practices in the public domain . 4. The processes required 5. Measurement methods