PeopleCert 58 ITIL Foundation Exam Practice Test Instant Access

Question 1

What is the name of the group that should review changes that must be implemented faster than the normal change process?

ATechnical management

BEmergency change advisory board

CUrgent change board

DUrgent change authority

Answer : B

Question 2

Which one of the following statements about incident reporting and logging is CORRECT?

AIncidents can only be reported by users

BIncidents can be reported by anyone who detects a disruption or potential disruption to normal service

CAll calls to the service desk must be logged as incidents

DIncidents reported by technical staff must also be logged as problems

Answer : B

Question 3

Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

AService level management

BFinancial management

CDemand management

DRisk management

Answer : B

Question 4

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

A1 and 2 only

B3 only

C1 and 3 only

DAll of the above

Answer : C

Question 5

Which describes a proactive trigger for problem management?

AAutomated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

BAnalysis of an incident by a technical support group which reveals that an underlying problem exists,
or is likely to exist

CSuspicion or detection of a cause of one or more incidents by the service desk

DTrending of historical incident records to identify one or more underlying causes

Answer : D

Question 6

Which of the following should be considered when designing measurement systems, methods and metrics?

1. The services

2. The architectures

3. The configuration items

4. The processes

A2 and 3 only

B1 and 3 only

C2 and 4 only

DAll of the above

Answer : D

Question 7

Which of the following options is a hierarchy that is used in knowledge management?

AWisdom - Information - Data - Knowledge

BData - Information - Knowledge - Wisdom

CKnowledge - Wisdom - Information - Data

DInformation - Data - Knowledge - Wisdom

Answer : B

PeopleCert 58 ITIL 2011 Foundation ITIL Foundation Exam Practice Test