ITIL V3 Foundation Certificate In

8/9/2019 ITIL V3 Foundation Certificate In

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ITIL FOUNDATION CERTIFICATE IN

IT SERVICE MANAGEMENT

SAMPLE EXAMINATION QUESTIONS

ITIL Foundations Practice Questionspage 1/28


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Question 1Following the release of a software upgrade to fix a known error, which process is

responsible for ensuring that the CMDB has been updated correctl!

" Change Manage#ent

B $roble# Manage#entC Configurtion Mnge!entD %elease Manage#ent

Question "&he ter# '(ariant) is best used to describe*

" +nauthorised or illegal (ersions of software

B "n incident which has the sa#e i#pact as an existing known error but a

different root causeC A CI #se$ on not%er& #ut 'it% !inor !en$!ents (()ie$

D &he difference between forecast and actual resource usage

Question *Consider the following infor#ation*

1 &pe identit

2 +niue identifier- .ersion nu#ber

Cop nu#ber

0hich of the abo(e details #ust be recorded for e(er C in the CMDB!

A 1 + "B 1, -

C "ll of the#D 2 -

Question ,te#s of infor#ation stored in the CMDB relating to a specific C are known as*

" Co#ponents

B Features

C Attri#utesD Characteristics

Question -

0hat infor#ation does Configuration Manage#ent pro(ide to the & #anage#ent of

an organisation!

" .ariations fro# the agreed ser(ice le(elsB &i#e spent on in(estigation and diagnosis b each support group

C 3u#ber of incidents and proble#s per categorD Deti)s n$ %istor. of t%e IT infrstru/ture



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Question 0" Configuration Manage#ent Database 4CMDB5 can contain different Configuration

te#s 4Cs56 0hich of the ite#s below would 37& nor#all be regarded as a C!

A A user n!e

B " (ideo #onitorC " boughtin software packageD " procedure

Question 0hat is the #ain difference between a CMDB 4Configuration Manage#ent Database5

and a tpical asset register!

" " CMDB is a co#puterised sste# 9 #ost asset registers are not

B &here is no differenceC More than :ust hardware is recorded in a CMDB

D A CMD2 is $t#se t%t )in3s its /ontents toget%er

Question 40hich of the following can be regarded as Cs!

1 ;ardware

2 Docu#entation-


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Question 160hich attribute in the Configuration Manage#ent Database 4CMDB5 would help to

ascertain which Configuration te#s are undergoing #aintenance at a particular#o#ent in ti#e!

" $urchase dateB 7wnerC >ocation

D Sttus

Question 11

Due to a defect, a user)s sound card is replaced with a new one6 For futurereference, which &> process is responsible for registering the new sound card #ade

b a different #anufacturer!

" Change Manage#ent

2 Configurtion Mnge!ent

C ncident Manage#entD $roble# Manage#ent

Question 1"For which of the following acti(ities is the


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Question 1-Consider the following #etrics*

1 3u#ber of incidents closed on without onward referral

2 3u#ber of incidents correctl categorised at logging

- 3u#ber of hardware faults reported

0hich of the abo(e are (alid perfor#ance indicators for the


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Question 14&here is a network incident that affects 2 desktops6 "t the sa#e ti#e the

Managing Director)s printer has broken and he wants to print a report now6 0hich of the following state#ents can be deduced fro# this infor#ation!

A T%ere is insuffi/ient infor!tion to $eter!ine '%i/% in/i$ent %s t%e%ig%er (riorit.B &he Managing Director)s printer #ust be fixed because of the higher business

i#pactC Both incidents ha(e an euall high priorit

D &he network incident has a higher priorit then the Managing Director)sprinter because it affects a lot #ore people

Question 15

0hich incidents should be logged b the


7/28

Question ""

" co#puter operator notices the full storage capacit of her/his disk will soon be

used6

&o which &> process #ust this situation be reported!

" "(ailabilit Manage#ent

B Capacit Manage#ent

C Change Manage#ent

D In/i$ent Mnge!ent

Question "*

" serious incident has occurred6 &he assigned solution tea# is unable to resol(e this

incident within the agreed ti#e6 &he ncident Manager is called in6

0hich for# of escalation describes the abo(e seuence of e(ents!

" For#al escalation

B Functional escalation

C 9ierr/%i/) es/)tion

D 7perational escalation

Question ",Fro# which docu#ent can the ncident Manage#ent process obtain infor#ation

about when and to who# it #ust escalate issues if reuired!

" &he


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Question "00hich of the following state#ents is 3C7%%?C&!

" $roble# Manage#ent #a be in(ol(ed when a #a:or incident occurs

2 T%e Ser7i/e Des3 !onitors (ro#)e!s t%roug%out t%eir )ife/./)es

C $roble# Manage#ent is responsible for #anaging the resolution of proble#sD $roble# Manage#ent is responsible for ?rror Control

Question "

0hich of the following is the last acti(it in the $roble# Manage#ent process!

" &he referral of an associated %FCs to Change Manage#entB >og the proble#

C C)osing t%e Pro#)e! Re/or$& %7ing /o!()ete$ )) Pro#)e!

Mnge!ent /ti7itiesD nitiating a re(iew of the proble# and its i#pact

Question "4

0hich of the following is 37& a $roble# Manage#ent responsibilit!

A O'ners%i( of n in/i$ent t%roug%out its )ife/./)eB n(estigation Diagnosis

C %aising %euests for ChangeD Maintenance of a known error database

Question "5" known error occurs when*

" "n error has occurred se(eral ti#es and has been passed to $roble#

Manage#entB "n error occurs that has not been diagnosed and for which a circu#(ention

does not et existC A (ro#)e! %s #een $ignose$ n$ reso)ution or /ir/u!7ention

e:istsD &he resolution of a proble# has been i#ple#ented

Question *6

0hat is the difference between a $roble# and a Enown ?rror!

" " Enown ?rror is alwas the result of an ncident, a $roble# is notB &here is no real difference between a $roble# and a Enown ?rror

C n the case of a Enown ?rror there is a fault in the & nfrastructure, with a

$roble# there is notD In t%e /se of ;no'n Error t%e un$er).ing /use of t%e Pro#)e! is

3no'n



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Question *17ne of the ob:ecti(es of $roble# Manage#ent is to #ini#ie the i#pact of proble#s

on &


10/28

Question *," co#pan has recei(ed #essages concerning errors in the dail batch run which

handles the ordering of raw #aterials for the #anufacturing process6 &his isprobabl due to an incorrect change in the software6 &he change in(ol(ed extending

the Istock nu#berJ field b two positions6 &his change was also introduced in a

#onthl progra# that has not et been run6 &he situation needs to be corrected(er uickl to a(oid affecting #anufacturing6 0hat is the best possible solution tobe adopted b $roble# Manage#ent when handling the error!

" &he errors are reported and, because the underling cause is known, handled

b Change Manage#ent as a %euest for Change with the status of 'urgentchange)

B &he errors are reported as $roble#s at the


11/28

Question *0hat is an acti(it within the area of $roacti(e $roble# Manage#ent!

" ;andling %euests for Change

2 Perfor!ing tren$ n).sis n$ i$entif.ing (otenti) in/i$ents n$

(ro#)e!sC Following up on all incidents and disruptionsD Mini#iing the disruption to ser(ices resulting fro# Changes to the &

?n(iron#ent

Question *4

Change Manage#ent ensures that scheduling decisions are based on*1 +rgenc

2 #pact

- %esources

0hich of the abo(e are correct!

" 1 2

2 A)) t%reeC 1 -

D 2 -

Question *5

+nder an &> Change Manage#ent process, once a change has been built, whoshould undertake testing!

" &he change builder

B &he Change ManagerC &he Change "d(isor Board

D An in$e(en$ent tester

Question ,6

0hich of the following acti(ities is the responsibilit of Change Manage#ent!

A Re7ie'ing /%nges to ensure t%e. %7e 'or3e$B Creating a change to rectif a known error

C Deter#ining the release strateg for a #a:or change

D #ple#enting a software change at a re#ote site

Question ,1

0ithin an &> co#pliant Change Manage#ent process, who decides on the

categorisation of a proposed change!

A C%nge MngerB Change "d(isor Board

C Change %euestorD Change #ple#enter



12/28

Question ,"0hen can the building, testing and i#ple#entation of a change begin!

" f it is urgent, as soon as the %euest for Change has been classified

B "s soon as there is a backout plan for the change

C "s soon as the i#pact analsis has been discussed b the #e#bers of theChange "d(isor BoardD As soon s t%e Re=uest for C%nge %s #een for!)). ut%orise$

Question ,*0hich of the following state#ents best describes the relationship between Change

Manage#ent and Configuration Manage#ent*

" &here are no dependencies between Configuration Manage#ent Change

Manage#ent2 If C%nge Mnge!ent is i!()e!ente$ 'it%out Configurtion

Mnge!ent8 t%e resu)t 'i)) #e )ess effe/ti7e

C Change Manage#ent cannot be i#ple#ented without ConfigurationManage#ent

D Change Manage#ent and Configuration Manage#ent #ust be i#ple#entedsi#ultaneousl

Question ,,;ow freuentl should C"B/?C #eetings be held!

" Dail

B MonthlC 0eekl

D As re=uire$

Question ,-

Consider the following state#ents*

1 ?ffecti(e Change Manage#ent ensures that urgenc and i#pact are kes todecisions #ade on the scheduling of changes

2 Change Manage#ent controls all aspects of the change process

0hich of these state#ents is true!

" 1

B 3either of the#C 2

D 2ot% of t%e!



13/28

Question ,0

&he data in the Configuration Manage#ent Database 4CMDB5 can onl be #odified

after per#ission is granted to #odif the infrastructure6

0hich process grants such per#ission!

A C%nge Mnge!ent

B Configuration Manage#ent

C ncident Manage#ent

D e(el Manage#ent

Question ,

&he #anage#ent of "BC nc6 has insisted that each reuest for a new workstation

installation be handled with opti#u# efficienc and effecti(eness6

0hich &> process is designed to achie(e this desired outco#e!

A C%nge Mnge!ent

B Custo#er >iaison

C $roble# Manage#ent

D e(el Manage#ent

Question ,4

" co#pan sets up an ntranet for its graphic design workstations6 &he bandwidth

#ust be increased because of the high (olu#e of illustrations sent o(er the network6

0hich &> process is responsible for appro(ing the i#ple#entation of increased

bandwidth!

" Capacit Manage#ent

2 C%nge Mnge!ent

C "(ailabilit Manage#ent

D $roble# Manage#ent

Question ,5

0hich &> process or function checks that %euests for Change 4%FCs5 are logical,

workable and necessar!

A C%nge Mnge!ent

B ncident Manage#entC $roble# Manage#ent

D


14/28

Question -6"fter a Change has been i#ple#ented, an e(aluation is perfor#ed6

0hat is this e(aluation called!

" Forward


15/28

Question -,&he words Delta, Full and $ackage describe different tpes of release6 0hich one of

the following state#ents is true!

" " $ackage release contains hardware and software

B +rgent changes are alwas Delta releasesC " Delta release is onl e(er part of a $ackage releaseD A Fu)) re)ese re)eses t%e nor!) re)ese unit into t%e )i7e

en7iron!ent

Question --

recorded6

Question -

0hich of the following is 37& true!

" Maintaining the agreed le(el of data confidentialit is a concern of "(ailabilit

Manage#entB "(ailabilit Manage#ent should contribute to the design and de(elop#ent of

new software productsC A7i)#i)it. Mnge!ent negotites 7i)#i)it. )e7e)s 'it% /usto!ers

to ensure t%t t%eir re=uire!ents re !et<

D "(ailabilit Manage#ent is concerned with the perfor#ance of hardware Cs

ITIL Foundations Practice Questionspage 1=/28


16/28

Question -40hich of the following abbre(iations #ost accuratel represents 'downti#e)!

A MTTR

B CF"

C M&BFD M&B


17/28

Question 0"n "(ailabilit Manage#ent ter#s, what do the letters C" stand for!

" Co#ponent #pact "nalsis

2 Confi$enti)it.& Integrit. n$ A7i)#i)it.

C Configuration te# "(ailabilitD Central ntelligence "genc

Question 0*

Data pro(ided for the financial ad#inistration of LN #ust onl be accessible to

authoried users6


18/28

Question 00hich of the following is 37& a responsibilit of the &


19/28

Consider the following state#ents about & process anales threats and dependencies to &


20/28

0hich of these is not part of Capacit Manage#ent!

" &uningB De#and Manage#ent

C "pplication siing

D Mintin#i)it.

Question 00hich of the following is 37& a concern of %esource Capacit Manage#ent!

A Differenti) /%rging for e:/e(tion) 'or3)o$s

B ?stablishing the profile of use of CsC %esilience of Cs

D Enowledge of alternati(e technologies

Question

Consider this list*

1 "naltical2


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"pplication


22/28

0hich &> process draws up a 4longrange5 plan for the expected purchase of &


23/28

Consider the following state#ents*

1 Custo#ers should alwas be in(oiced for the & ser(ices the use2 &he onl reason ser(ices are charged for is to #ake custo#ers aware of the

costs in(ol(ed in using those ser(ices

"re these state#ents correct!

" BothB 7nl 1

C Neit%erD 7nl 2

Question 56

0hich of the following is 37& the concern of & Financial Manage#ent!

" &elephone charges

B n(oicingC Differential charging

D Ser7i/e re7ie's

Question 51

0hich of the following state#ents on & Financial Manage#ent is correct!

A T%e IT Finn/i) Mnger i$entifies t%e /osts t%t 'i)) #e in/urre$ #.IT n$ (ro(oses (ri/es for ser7i/es

B n order to be able to set up Budgeting and "ccounting, "s and 7>"s needto ha(e been agreed

C t is onl possible to be cost conscious if the custo#er is charged for ser(icesD &he Cost Manager #ust agree charges with the custo#er before establishing

a Cost Model

Question 5"

0hich concept is 37& part of Financial Manage#ent for &


24/28

Question 5*

" custo#er has reuested a re(iew of charges for ser(ices pro(ided under an "60ithin the " there is pro(ision for this6 0ho will re(iew the charges with the

custo#er!

" &he & Finance ManagerB &he Configuration Manager

C T%e Ser7i/e Le7e) MngerD &he Change Manager

Question 5,0hen establishing a new " which of the following should the e(el

Manager take into account!

1 &hat the new " can #eet the targets agreed with the custo#er

2 &hat the conditions in other existing "s can continue to be #et

- &hat the possible i#pact of changes to the " can be identified

7f the abo(e, which are true!

" 1 2B 2 -

C 1& " + *D 1 -

Question 5-&he e(el Manager reuires confir#ation that the internal


25/28

&he e(el Manager has established a e(el "gree#ent 4"5 with thecusto#er6 &he & depart#ent has been unable to fulfill the reuire#ents docu#ented

in the "6 &he #ain reason for this is that the purchasing depart#ent in the &organiation orders new hardware onl once a #onth6 &he & depart#ent often

needs the hardware sooner than this, as the " agreed to deli(er Ias reuiredJ6

0hich docu#ent4s5 should the & depart#ent and the purchasing di(ision establishor re(iew together!

A T%e O(ertion) Le7e) Agree!ent >OLA?

B &he e(el %euire#ents 4%s5C &he


26/28

Question 166%isk assess#ent is 37& a #a:or part of which of the following processes!

A Ser7i/e Le7e) Mnge!ent

B & processes!

1 C le(el a "(ailabilit Manage#ent2 Disaster b Configuration Manage#ent

- %isk "nalsis c &


27/28

Question 16, approach is that a depart#ent is gi(en

responsibilit for the


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Question 16

;ow does & process owner

D T%e /usto!er

Question 165

0hich of the following docu#ents is part of a tactical process!

" +ser #anual in the area of an application

B 3ewsletter fro# the

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