9781906124182-Chapter-9-Functions

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IT Service Management Foundation Practice Questions: For ITIL v3Foundation Exam Candidates

by Steve Mann, Nigel Mear and Tony GannonBCS. (c) 2009. Copying Prohibited.

Reprinted for PRADEEP H. BASAVARAJU, IBM

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Chapter 9: Functions

SF 01

Users report Incidents. Which of the following can also report Incidents?

1. Application Management staff

2. Technical Management staff

3. Service Desk staff

4. IT Operations staff

5. Network support staff

A. 1 only

B. 2, 4 and 5 only

C. 1, 2, 4 and 5 only

D. All of the above

?

SF 02

Which of the following most accurately describes the main role of the Service Desk function?

A. To resolve all Incidents within SLA targets

B. To provide Incident data to Problem Management

C. To act as the ‘single point of contact’ for users and customers

D. To ensure all Service Requests are handled using Request Models

See Guide Chapter 21

?

SF 03

Which of the following statements is/are correct?

1. A Local Service Desk is close to the user community it serves

2. Use of Specialised Service Desk groups can allow faster resolution of specific types of Incidents

3. The use of a Virtual Service Desk is not recommended for large organisations

A. 1 only

B. 2 only

C. 1 and 2 only

D. 3 only


?

SF 04

To which function does the following apply: ‘ the custodian of technical knowledge and expertiserelated to managing the IT Infrastructure’?

A. Application Management

B. IT Operations Management

C. Operations Control

D. Technical Management

?

T Service Management Foundation Practice Questions: For ITIL v3 Foundation Exam Candidates

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Answers

SF 05

What are the two formal organisational structures within IT Operations Management?

A. IT Service Management and IT Operations Control

B. Computer Centre Management and IT Operations Support

C. Facilities Management and IT Operations Control

D. IT Operations Management and Facilities Management


?

SF 06

Which of the following would NOT normally be recorded by the Service Desk?

A. Incidents

B. Service Requests

C. Standard Changes

D. Problems


?

D Anyone may experience an Incident and call the Service Desk to report it. Users will report Incidents, technical staffmay notice a failure, and tools can raise Incidents automatically.

C The main role of the Service Desk function is to be the single point of contact for users and customers. An efficientService Desk will contribute to higher levels of availability through participation in first line Incident Management.

C Statements 1 and 2 are correct. Statement 3 is incorrect as a Virtual Service Desk can be an appropriate option formany large organisations.

D This is a description of Technical Management. Technical Management refers to the groups, departments or teamsthat provide technical expertise and overall management of the IT Infrastructure.

C The two formal organisational structures within IT Operations Management are IT Operations Control and FacilitiesManagement.

D Problems are recorded by Problem Management and would not normally be recorded by the Service Desk. TheService Desk will typically record Incidents, Service Requests and Standard Changes.

T Service Management Foundation Practice Questions: For ITIL v3 Foundation Exam Candidates

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