ITIL_480 Questions With Memory Aid
166
ITIL® SAMPLE PAST QUESTIONS AND ANSWERS INCLUDING MEMORY AID ® ITIL is a registered trademark of OGC - the Office of Government Commerce
Transcript of ITIL_480 Questions With Memory Aid
ITIL®
SAMPLE PAST QUESTIONS AND ANSWERS
INCLUDING
MEMORY AID
® ITIL is a registered trademark of OGC - the Office of Government Commerce
ABOUT THE EXAMINATION The ITIL Foundation Certificate is awarded for the satisfactory completion of a multiple choice test on topics covered in the ITIL Foundations course. The ITIL Foundation Certificate course is the entry level course within the IT Service Management certification scheme. Other examinations include the Practitioners and the Managers certification. This Certificate is designed as an IT Service Management foundation qualification. It is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the OGC IT Infrastructure Library guidelines. The examination is a 40 question multiple-choice examination. A score of 26 points or higher is considered as a pass mark. This represents 65% of the total marks. This page demonstrates the key curriculum the candidate should aim to cover whether the candidate is doing a self-study or going through a course provider to fulfil the training necessary to be able to pass the exam. The candidate more importantly must have an understanding of the ITIL framework with as much practical application as possible. Objectives This is an example list of what some of the objectives for the course should be to help prepare you for the ITIL Foundation Certificate exam:
• Knowledge on how to improve service quality and reduce costs. • The concept of aligning IT services to business objectives. • The “how to” of implementing Service Level Agreements. • How to encourage staff to understand their functions. • How to improve ability to handle rapid change and unforeseen events. • How the best organizations around the world are managing their IT services. • What Best Practice is, and how you can implement it. • How to get all service management activities working together to achieve
service level targets. • How Service Delivery should be customer focused, not technology driven. • How to define Service Level Agreements so that you can measure and
monitor the quality of outsourced services. EXAMINATION EVALUATION The table below illustrates the distribution of marks earned to grades awarded Number of Points Earned
Grade
0 -11 1 12-15 2 16-18 3 19-22 4 23-25 5 26-29 6
30-32 7 33-36 8 37-39 9 40 10
GOOD LUCK!!!!!!!!!!
SAMPLE PAPER 1
QUWh o ORRECT?
A. Problem Management may be involved when a major incident occurs rvice Desk monitors problems throughout their life cycles.
esponsible for managing the resolution of problems.
QUESTFor
A. B. Root Cause identification
QUWh s not part of Capacity Management?
B. Demand Management ion sizing
4 ollowing the release of a software upgrade to a fix known error, which process is
resp s CMDB has been updated correctly?
C. Configuration Management
Management
UESTION 5 Con e
2. ss impact of an incident increases due to unforeseen
3. The number of users impacted by an incident is greater than first thought manager in the customers’ organization complains about the lack of
hich of the following could be valid reasons for the Service Desk to invoke esc
C. D. 1,3 & 4
ESTION 1 ich f the following statements is INC
B. The SeC. Problem Management is r
D. Problem management is responsible for Error control
ION 2 which of the following activities is the Service Desk NOT responsible?
Impact Analysis
C. Categorisation and Prioritisation D. Escalation
ESTION 3 ich of these i
A. Tuning
C. ApplicatD. Maintainability
QUESTIONF
on ible for ensuring that the
A. Change Management B. Problem Management
D. Release Q
sid r the following situations:
1. An incident exceeds the downtime supplied within a SLA The businecircumstances
4. A seniorprogress being made on a particular incident.
W
alation procedures?
A. All four B. 2,3 & 4
1,2 & 3
QUESTION 6 A customer has requested a review of charges for services provided under an SLA. Wit w the charges with the custom
B. The Configuration Manager ce Level Manager
QUWhich of the following is the last activity in the Problem Management process?
ted RFCs to change Management B. Log the Problem
the Problem record, having completed all Problem Management
g a review of the problem and its impact.
UESTION 8 hich of the following could be considered a valid reason for a business not having
ny continuity plans for a specific IT Service?
t has made a decision that the risk of disaster is small C. The business does not have time to be involved in preparing continuity plans
t has been decision has been made following a business impact
QU
hich of the following is NOT a Problem Management responsibility?
osis C. Raising Requests For Change
QUhange Management ensures that scheduling decisions are based on:
2. Impact ce
Wh e are correct?
A. 1 & 2
hin the SLA there is a provision for this. Who will revieer?
A. The IT Finance Manager
C. The ServiD. The Change Manager
ESTION 7
A. The referral of any associa
C. Closingactivities.
D. Initiatin
QWa
A. The IT Department does not have the skills for developing continuity plans B. The IT Departmen
D. A managemenassessment.
ESTION 9 W
A. Ownership of an incident throughout its lifecycle B. Investigation & Diagn
D. Maintenance of a Known Error Database.
ESTION 10 C
1. Urgency
3. Resour
ich of the abov
B. All Three C. 1 & 3 D. 2 & 3
QUWriting ual amount of an asset’s value each year, usually a fixed percentage of c ,
C. D. Depreciating
hen establishing a new SLA, which of the following should the Service Level Ma
meet the targets agreed with the customer s can continue to be met
3. That the possible impact of changes to the SLA can be identified.
A. 1 & 2
UESTION 13
rk Incident that affects 200 desktops. At the same time the s printer has broken and he wants a report now. Which of the
llowing statements can be deduced from this information?
ufficient information to determine which incident has the higher
ing Director’s printer must be fixed because of the higher business impact
D. The Network incident has a higher priority than the Managing Director’s because it affects a lot more people.
QUESTION 14 Wh ollowing is NOT a concern of Resource Capacity Management?
l charging for exceptional workloads of use of CIs
C. Resilience if CIs
QUUnder a agement Process, once a change has been built, who sho
A. The Change builder ge Manager
ESTION 11 of an eq
ost is known as …….
A. Transfer cost B. Discounted cash flow
Net Book Value
QUESTION 12 W
nager take into account?
1. The new SLA can2. That the condition in other existing SLA
Of the above, which is true?
B. 2 & 3 C. 1,2 & 3 D. 1 & 3
QThere is a NetwoManaging Director’fo
A. There is inspriority
B. The Manag
C. Both incidents have an equally high priority.
printer
ich of the f
A. DifferentiaB. Establishing the profile
D. Knowledge of alternative technologies
ESTION 15 n ITIL Change Man
uld undertake testing?
B. The ChanC. The Change Advisory Board
D. An Independent Tester QUESTCon
2.
4. Resource
es of IT Modelling?
C.
UESTION 17
curs when:
A. An error has occurred several times and has been passed to Problem
at has not been diagnosed and for which a circumvention
been diagnosed and a resolution or circumvention exists D. The resolution of a problem has been implemented
UESTION 18 Which of the following is NOT true?
the agreed level of Data Confidentiality is a concern of Availability ment
B. Availability Management should contribute to the design and development of are products
ensure that their requirements are met D. Availability management is concerned with the performance of Hardware CIs
QUThe
A. Unauthorized or Illegal versions of software t which has the same impact as an existing known error but a
C. A CI based on another, but with minor amendments applied erence between forecast and actual resource usage.
QUESTION 20 Consider the following information:
tity
ION 16 sider this list:
1. Analytical Simulation
3. Demand
Which of those listed above are the techniqu
A. 3 & 4 B. 1 & 2
2 & 3 D. 1 & 4
QA Known error oc
Management B. An error occurs th
does not yet existC. A problem has
Q
A. Maintaining Manage
new softwC. Availability Management negotiates availability levels with customers to
ESTION 19 term “variant” is best used to describe:
B. An incidendifferent root cause
D. The diff
1. Type iden2. Unique identifier
3. Version Number
Wh e CMDB?
A. 1 & 2
IT Service Continuity planning am?
B. business criticality of an IT Service
es?
1. CMDB A. Availability Management B. Release Management
. Service Level Management D. Configuration Management
A. 1-D, 2-C, 3-A, 4-B
-B, 4-C
QUWh
maintainability B. The ability of a service to remain functional even though some components
d nditions
D. The ability of a VI to be retained in, or restored to an operational state QUWh ent?
A. Reviewing changes to ensure they have worked
4. Copy Number
ich of the above details must be recorded for every CI in th
B. 1, 3 & 4 C. All of them D. 2 & 3.
QUESTION 21 Which of the following is NOT a responsibility of thete
A. Outlining possible measures to protect an IT Service Deciding the
C. Testing the plans for recovery of an IT Service D. Identifying the risks to an IT Service
QUESTION 22 Which of the following abbreviations most accurately represents “downtime”?
A) MTTR B) CFIA C) MTBF D) MTBSI
QUESTION 23 Which of the correct combinations of terms and Service Management process
2. CFIA 3. DHS C4. OLA
B. 1-D, 2-A, 3C. 1-B, 2-A, 3-C, 4-D
ESTION 24 ich of the following best describes “Reliability”?
A. The Combination of confidentiality, integrity and
have faileC. The ability of a CI to remain functional under giving co
ESTION 25 ich of the following activities is the responsibility of Change Managem
B. Creating a change to rectify a known error
Implementing a software change at a remote site
QUWit nge Management Process, who decides on the cate d change?
A. Change Manager dvisory Board
D. Change Implementer QUESTAn
B. venient location
D. ill be available immediately
velopment Environment e Environment
the Test Environment o the DSL
UESTION 29 Cha premium rate for using resources at peak time is known as?
rging . Differential charging
harging
QUWh finitive Software Library?
taining all versions of software CIs in their definitive, quality controlled form
ibrary held securely on a computer, containing all versions of
C. A Secure physical library containing the latest version of every software CI in
ontaining the latest version of
UESTION 31
ect combination of concepts and Service Management processes?
C. Determining the release strategy for a major change D.
ESTION 26 hin an ITIL Compliant Chagorisation of a propose
B. Change AC. Change Requestor
ION 27 advantage of a gradual recovery portable approach is that:
A. Restoration of telecommunications will be simple It can be established in a con
C. It is the cheapest option Access to the site w
QUESTION 28 Which of the following is NOT a part of the Release Process?
A. Moving software from the DSL to the DeB. Moving software from the DSL to the LivC. Moving software from the development to D. Moving software from the live environment t
Q
rging business users a
A. Peak Resource ChaBC. Notional CD. Discounting
ESTION 30 ich of the following statements best describes the De
A. A secure software library con
B. A logical lsoftware CIs
a quality controlled manner D. A Logical library, held securely on computer, c
every software CI
QWhich is the corr
1. Risks A. Capacity Management 2. R3. T4. Roll- . IT Service Continuity Plan
B. 1-C, 2-A, 3-D, 4-B 3-A, 4-B
QUOne that?
he market will bear B. It can be related directly to its constituent units
f IT can be aligned to business activities
UESTION 33 A “ Service Continuity planning means:
ernative site to move to d service in another location
C. Taking the best of all other approaches reciprocal arrangement with another disaster-proof organization
ment Process?
are changes re releases, through Liaison with Change
cedures for the distribution of changes to software across the organization
t software viruses entering the organization
UESTION 35 Ris the following processes?
C. Change Management y Management
hich of the following is most involved with day-to-day maintenance of quality ser
Services ons Development
eliability B. Release Management hresholds C. Availability Management
Outs D
A. 1-B, 2-A, 3-D, 4-C
C. 1-D, 2-C, D. 1-C, 2-D, 3-B, 4-A
ESTION 32 reason for building a cost model is so
A. Charges will reflect what t
C. The cost oD. It is easy for IT to calculate
Q
Fortress” approach to IT
A. Not having an altB. Having a mirrore
D. Having a QUESTION 34 Which of the following is NOT an aim of the Release Manage
A. To assess the impact of softwB. To agree the content of softwa
Management C. To design and implement effective pro
D. To preven Q
k assessment is NOT a major part of which of
A. Service Level Management B. IT Service Continuity Management
D. Availabilit QUESTION 36 W
vices?
A. Customer B. Applicati
C. Service Delivery pport
UESTION 37 The ager requires confirmation that the Internal Service desk can ans percentage of calls within 10 seconds. In what document would the Ser eement to this requirement be recorded?
A. Internal Specification sheet B. Operational Level agreement C. Service Level Agreement D. An Underpinning third party contract
UESTION 38 hich of the following is NOT part of the role of the Service Desk?
A. Providing support to the user community B. Resolving the root causes of incidents C. Acting as day-to-day interface between IT Services and users D. Monitoring the progress of incidents
QUESTION 39 Which of the following wo ne of the major input ost elements of an IT Cost model?
Accommodatio Transfer
Software Service
ems of Information stored in the CMDB rel ting to a specific CI are known as?
A. Components Features
C. Attributes Characteristics
D. Service Su Q
Service Level Manwer a certain vice Desk’s agr
QW
uld NOT normally be regarded as oc
A. B.
n
C. D.
QUESTION 40 It a
B.
D.
SAMPLE PAPER 1 (ANSWERS)
=B 2=B
3=D
4=C
1 5=A
6=C
7=C
8=D
9=A
10=B
11=D
12=C
13=A
14=A
15=D
16=B
17=C
18=C
19=C
20=A
21=B
22=A
23=B
24=C
25=A
26=A
27=B
28=D
29=B
30=A
31=C
32=C
33=A
34=A
35=A
36=D
37=B
38=B
39=D
40=C
SAMPLE PAPER 2
QUESTION 1 A customer-based SLA structure includes:
SLA with each individual Customer group, covering all the services y use
covering all Customer groups and all the services they use C. SLA for each service that are customer focused and written in
the customer groups that use that service
QUESTWh arily a direct benefit of implementing a formal Inc
A. Improved User satisfaction volume reduction
UESTION 3 An et its prices to match those of external suppliers sell following best describes this approach?
B. The going rate that is agreed with customers s
QUWh ITY management?
B. Security y
QUThe
ts can be produced to avoid spending a lot of money
gh level as possible
D. Vary according to cost QUTo be implemented, the capacity of the Service des e extended. Who is responsible for managing the request for dditional capacity?
l Manager
A. Anthe
B. AN SLA
business language D. An SLA for each service type, covering all
ION 2 ich of the following is NOT necessident Management process?
B. IncidentC. Elimination of loss incidents D. Less disruption to both IT Support staff and users
Q
IT Department is seeking to sing comparable services. Which of the
A. Market Rate
C. Cost-PluD. Profitable
ESTION 4 ich of the following is NOT an element of AVAILABIL
A. Verification
C. ReliabilitD. Maintainability
ESTION 5 extent of CI Information held in the CMDB should:
A. Be as detailed as possible so that frequent repor
B. Be as hiC. Match the organization’s requirements for information to be held
ESTION 6 enable a new Service Desk tool tok servers has to b
a
A. Service Leve
B. Change Manager anager
D. Financial Manager
ould be integrated with those of:
inuity Management ent nt
hip of impacted services d communication of changes
t of IT Services to actual business needs absorb a larger volume if change
forecasts
ly
uded in the Operational Management stage of the ontinuity Management life-cycle?
d Initial Testing
D. Ongoing Training and Testing.
mediate recovery is initially concerned with which of the following time periods?
ours 2 hours
D. 4 to 8 hours
Board?
C. Capacity M
QUESTION 7 Configuration Management plans sh
A. Service Level Management B. IT Service Financial & ContC. Change and Capacity ManagemD. Change and Release Manageme
QUESTION 8 Possible problems with Change Management include:
A. Lack of ownersB. Increased visibility anC. Better alignmenD. The ability to
QUESTION 9 Which of the following will normally be included in a Capacity plan?
1. Options 2. Management Summary 3. Business workload4. Backout plan
A. 2,3 and 4 B. All of them C. 2 and 3 onD. 1,2 and 3
QUESTION 10 Which of the following is NOT inclC
A. Development Procedures anB. Education and Awareness C. Review, Audit and Assurance
QUESTION 11 Im
A. 4 to 24 hB. More than 7C. 24 to 72 hours
QUESTION 12 Which of the following are likely members of the Change Advisory
1. Problem Manager 2. Customer Representatives
C. 1,2 and 4
QUCon
3. The definition of Service Management processes
WhMan
B. C. All of them
hem
UESTION 14 The ation res
B. Service Outage Analysis Impact Analysis
QUIn Availability Management what is SOA
ion Approach B. Systematic Operational Adjustment
ility Of Applications
QUESTION 16 Serviceability is an element of Availability Management. How is it best defined?
revention of failure, and the ability to keep services and components operable
to restore services or components back to normal operation C. The percentage of the agreed service hours for which the service is
unavailable
3. Change Manager 4. Senior IT Technical Managers
A. All of themB. 2 and 3 only
D. 1,3 and 4
ESTION 13 sider the following activities:
1. The Analysis of Raw data 2. The identification of trends
4. The implementation of preventive measures
ich of the above should be easier after implementing a good IT Service agement software tool?
A. 1,2 and 4 2 and 3
D. None of t Q
activity that aims to identify the potential damage or loss to an organizulting from disruption to critical business processes is:
A. Root Cause Analysis
C. Business D. Component Failure Impact Analysis
ESTION 15
A. System Optimisat
C. ServiceabD. Service Outage Analysis
A. The p
B. The ability
D. The support which external suppliers can be contracted to provide for parts ofthe IT Infrastructure
UESTION 17 Wh TRUE?
ned to a single customer, service or activity calculate how maintenance can be offset against tax
C. Staff costs are capital costs because of their high value res are used to measure ROCE (Return On Capital Employed)
N 18 hich of the following is NOT a major CI type?
D. Accommodation
UESTION 19 Wh ormation relating to software release components be stored?
QUA remo al Area Network upgraded. The users are now com h the net ould they contact for assistance?
A.
C. D. Problem Management
he following activities are involved with implementing a Service Management fun n
3. Process Design l requirement analysis
what order should the above activities be taken?
B.
Qich of the following statements is
A. Direct costs can be aligB. Depreciation is used to
D. Cost Cent QUESTIOW
A. Documentation B. Software C. Purchase Order
Q
ere would inf
A. DSL B. AMDB C. CMDB D. CDB
ESTION 20
te site has recently had its Locplaining of slow responses and have heard that this is due to the problems wit
work capacity. Who sh
Network Management B. The Service Desk
Capacity Management
QUESTION 21 T
ctio :
1. Tool Selection 2. Tool Specification
4. Functiona In
A. 4-2-1-3 4-3-2-1
C. 2-1-4-3 D. 2-1-3-4
QUESTION 22 plement SLAs comprises of the following activities in sequence:
A. Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft .
, negotiate, catalogue
and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs
ontracts and OLAs, negotiate Service Levels, agree SLAs
QUESTION 23 Which of the following statements is TRUE?
A. An urgent release is always a delta release ase may contain package and delta releases
leases. D. A package release may contain full and delta releases
QUWh of Capacity Management?
ce costs and performance level to a minimum re that there is always sufficient capacity available to meet all demands
that business demands are affordable and achievable D. To provide cost-effective IT Capacity to meet agreed service levels
onsider the following:
cripts f previously recorded incidents
ement database covering the infrastructure supported 4. A forward schedule of change
ble to the Service Desk?
A. 1 aB. All C. 3 and 4D. 1,2
UESTION 26
can act as the focal point for:
1. Receiving incidents and Service requests from users change requests from users
laints and enquiries
The process to im
SLRs, negotiate, agree SLRsB. Draft SLAs, review underpinning contracts and OLAs
services, agree SLAs. C. Review underpinning contracts
D. Catalogue services, establish SLRs, review underpinning c
B. A full releC. A full release may contain several delta re
ESTION 24 ich of these best describes the purpose
A. To reduB. To ensu
customerC. To ensure
QUESTION 25 C
1. Incident Diagnostic s2. A knowledge base o3. A Configuration Manag
Which of the following should be availa
nd 2 four
and 3
QThe Service Desk
2. Recording 3. Handling comp
A. 1 only
B. 2 only
3
QUESTION 27 Wh s not a recognised Service Desk structure?
l Service Desk B. Virtual Service Desk
ice Desk
QUThe e:
ocused, so they may be understood by IT Professionals B. A mixture of business, technical and legal language so they can be
derstood by everyone
s they must be contractually binding
QUConsid
1.
4.
he above list are among the main responsibility of Capacity
B.
UESTION 30
s an Incident turn into a Problem?
B. When it is a major incident
D. of the above QUESTDoeManag
A. Yes, because without a mature Incident Management Process in place there ble information available
C. 1 and 3 D. 1,2 and
ich of these i
A. Remedia
C. Local ServD. Central Service Desk
ESTION 28 Words SLAs and OLAs should b
A. Technically f
unC. Clear and concise, leaving no room for ambiguity D. Legally worded a
ESTION 29
er the following list
Modelling 2. Risk Analysis 3. Application Sizing
DSL Maintenance Which two from tManagement?
A. 1 and 2 3 and 4
C. 2 and 4 D. 1 and 3
QAt what point doe
A. When it is urgent
C. If the person reporting the incident is very senior None
ION 31 s Problem Management depend entirely on having a mature Incident
ement process in place?
is no relia
B. No, because the quality of Incident Management information is of little Management
still be made on solving long-standing Problems cannot be undertaken without a lot of accurate
UESTION 32
For ctivities is the Change Management responsible?
g the root cause of a Capacity Incident which has led to an RFC
B. Devising the backout plan for a significant change he CAB
UESTION 33 Wh hen deciding on the initial scope and depth of the
A. You should try to capture as mush information as possible about all types of
ect detailed information about CIs that are not under l
’t worry too much about Change Control, the main objective is to get the database loaded
ld try to satisfy all the wishes of the IT staff
here are strong links between Service Level Management and …..
4. IT Service Continuity Management anagement
A. 1,3 and 5
D. QUWithin and Problem
1. One Incident to one Problem ent to Many problems
C. 3 only
importance to proactive ProblemC. No, because progress canD. Yes, because trend analysis
Incident Management information
Qwhich of these a
A. Establishinbeing raised
C. Chairing tD. Ensuring a Release has reached the target CIs
Q
ich of these statements is TRUE w information to be held in CMDB?
CIs B. You shouldn’t coll
Change controC. You shouldn
D. You shou QUESTION 34 T
1. Incident Management 2. Availability Management 3. Configuration Management
5. Change M
B. 2 and 4 C. 2,3 and 5
All of them
ESTION 35 a CMDB, which relationships are most likely to exist between Incidentss?
2. One incid3. Many Incidents to one Problem.
A. 1 and 2 only B. 2 and 3 only
1 and
D. All of them
UESTION 36 wing metrics is most relevant in determining the value added by
aised ed
s correctly categorised ised
al of Service Level Management?
d improve IT Service quality in line with business requirements e lowest possible cost by agreeing with customers
for service availability and ensuring performance ese targets
C. To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability
D. To ensure that IT delivers the same standard of service at the least cost
QUESTION 38 hich of these is a DIRECT benefit of having a Service Desk?
Customer Serv vel Requiremen blished Technical supp ff are less likely interrupted to deal with users’ calls Changes takin e properly co ted All the information i date.
UESTION 39 pe of a Release can best be defined
A. The RFCs that it satisfies The number o s to the DHS
C. Service Level metrics The DSL confi
ION 40 bsorbed” cost ed as:
A capital cost A type of char icy An uplift to allocated costs A revenue stre
QWhich of the follothe Problem Management to the Service Desk?
A. The number of problems rB. The number of known Errors identifiC. The number of problemD. The number of FRCSs ra
QUESTION 37 Which of the following best describes the go
A. To maintain anB. To provide IT Service at th
their minimum requirementsdoes not exceed th
W
A. B.
ice Leort sta
ts are esta to be
C. g place ar ordinaD.
n the CMDB is kept up to
QThe sco by:
B. f update
D. guration QUESTn “unaA is best describ
A. B. C.
ging pol
D. am
SAMPLE PAPER 2 (ANSWERS)
=A 2=B
3=A
4=A
1 5=C
6=B
7=D
8=A
9=D
10=A
11=C
12=A
13=A
14=C
15=D
16=D
17=A
18=C
19=C
20=B
21=B
22=D
23=D
24=D
25=B
26=D
27=A
28=C
29=D
30=D
31=C
32=C
33=B
34=D
35=C
36=B
37=A
38=B
39=A
40=C
AMPLE PAPER 3
S
QUESTION 1 ff should have
1. A good telephone manner vices
t of service incidents
B. 1, 2 and 3
UESTION 2 Wh ITTED from an urgent software release in exc
B. B
D. Putting the amended version in the DSL
good Incident Management process will:
as urgent changes
as quickly as possible following an Incident D. All of the other answers
he primary responsibility of Incident control is:
B. ents with known errors
D. ultiple incidents to Problem Management
UESTION 5 llowing statements best describes the level of detail to which the
A. The lowest possible level d or
entification of the root cause of all
D. The level at which it is possible to identify the suppliers of all sub-components
hich of the following activities is NOT the responsibility of Problem Management?
blem reviews
Service desk sta
2. Some technical appreciation of the supported ser3. Awareness of the likely business impac
A. 1 and 2
C. 2 and 3 D. 1 and 3
Q
ich of the following can be OMeptional circumstances?
A. Undertaking full testing Updating the CMD
C. Incrementing the version number
QUESTION 3 A
A. Ensure that error corrections are treated B. Diagnose the underlying cause of Incidents C. Restore normal service operation
QUESTION 4 T
A. Keeping customers informed of future problems Matching incid
C. Restoring service following incidents Raising m
QWhich of the foCMDB would normally be broken?
B. The level at which the CIs will be independently installed, changereplaced
C. The level which best facilitates the idsystem incidents
QUESTION 6 W
A. Coordinating major pro
B. Determining the root cause of incidents mation on incidents, problems and known errors
D. Implementing error resolutions
llowing statements is FALSE?
n order to cost IT Services nd accounting for IT Services is essential for effective Service
et and account for IT Services before implementing charging
ay lead to the recovery of costs
UESTION 8 WhContinu
A. Management procedures
C.
UESTION 9
is an important part of which process?
A. IT Financial Management
UESTION 10 hich of the following is NOT a technique usually associated with Availability
Ma
C. Analysis data heory
hich of the following statements is true?
ents and technical
ers and may be written in technical language
al Level Agreements are between Service Level Management and
ice Level Agreements are between user departments and Service Level Management and are written in technical language.
C. Providing management infor
QUESTION 7 Which of the fo
A. Charging is required iB. Budgeting a
Management C. It is better to budg
D. Charging m Q
ich of the following is necessary in order to start planning for IT Service ity Management?
Include continuity measures in ChangeB. Identify appropriate countermeasures
Conduct a business impact analysis D. Establish a contract with an intermediate recovery provider
QStatus accounting
B. Change Management C. Incident Management D. Configuration Management
QW
nagement?
A. Auto error detection B. Duplexing
D. Queuing t
QUESTION 11 W
A. Service Level Agreements are between users departmsupport providers and are written in business language
B. Operational Level Agreements are between internal service provid
C. Operationexternal providers and are written in business language
D. Serv
QUWhich 1. Vuln ment 2. M agement 3. R4. Impa Planning
-B, 4-C
QUPro Which one of the following mo
A. Problem control, error control, management reporting tion, control, status accounting, verification
tification, severity analysis, support allocation, investigation
QUThe Se customer’s enquiry. What action should the
ent number. Tell them
cident but refer to appropriate second line support group. Monitor progress and keep customer informed.
to ring back if it happens again
not heard within 48 hours. . Suggest the customer contacts a third party.
QUWh ty Plan it is essential to prepare for a return to nor include in the section of the plan that eals with the return to normal working?
B. A list of contacts for the emergency suppliers
ontinuity Plan. QU
hich of the following best describes why an SLA should contain definitions of
the SLA then it is realistically measurable.
ESTION 12 is the correct combination of concepts and Service Management?
erability A. Availability Manageaintainability B. Capacity Manesource C. Problem Management
ct D. IT Service Continuity
A. 1-D, 2-A, 3B. 1-B, 2-A, 3-C, 4-D C. 1-C, 2-D, 3-B, 4-A D. 1-D, 2-C, 3-A, 4-B
ESTION 13 blem Management includes several core activities. st accurately summarises these?
B. IdentificaC. Incident control, severity analysis, support allocation, reporting D. Iden
ESTION 14
rvice Desk is unable to deal with a y take?
A. Log the details and inform the customer if the incidsomeone will contact them within an agreed time with an update. Retain ownership of the in
B. Tell themC. Log the details inform the customer of the incident number. Suggest they
ring back if they haveD
ESTION 15 en writing an IT Service Continuimal working. Which of these is essential to
d
A. Removal of data from standby equipment
C. Bonus payments for staff involved in the disaster D. Creation of an updated version of the IT Service C
ESTION 16 Wterms?
A. To ensure that anywhere there is a measurement required within
B. To ensure that both the customer and IT can unambiguously understand the
sense. ticular term is the one
meant in the SLA.
Which of the following would NOT normally be discussed in a typical service
es to the service
C. Corrective actions be taken satisfaction with the service
UESTIONS 18 Wh ill NOT normally be provided by a good Service Desk?
irement for IT Knowledge throughout the user community of the root cause of incidents
C. Early warning of potential business IT Operational failures sers informed
UESTIONS 19 Whapprop me?
A. the car park B. Reciprocal arrangement with a local company
away D. Dormant contract with a mainframe supplier
QUESTIONS 20 Impact assessment is NOT normally a part of which of the following processes?
A. Problem Management Continuity Planning
Level Management
QUAn overhead would normally be regarded as which of the following?
C. A direct cost et Price
onsider these statements:
terms in the SLA. C. To ensure that all clauses in the SLA make D. To ensure that the customers’ understanding of a par
QUESTION 17
review with a customer? A. Authorisation for changB. Service performance trends
D. Customer Q
ich of the following w
A. Reduced requB. Effective correction
D. Keeping u Q
ich of the following IT Service Continuity measures is likely to be the most riate for 24x7 business critical systems running on a mainfra
Cold standby facility to be located in
C. Hot standby at some site a distance
B. IT ServiceC. Incident Management D. Service
ESTION 21
A. An Indirect cost B. A discounted charge
D. The Mark QUESTION 22 C
1. ty ents of all services is understood
2. e p er arise
Which of e correct?
C. Only 2
QU A p n can help business ontinuity by:
act the business
a disaster planning to avoid repetition
tasks that reduce the likelihood of incidents
UESTION 24 rom a well-informed user’s perspective, which of the following is a likely sequence
nt of a service failure?
A. Incident Management, Change Management, Release Management,
B. nagement, Problem Management, Release Management,
C. Incident Management, Problem Management, Change Management,
D. Change Management, Incident Management, Problem Management, agement
QUESTION 25 The Ch nagement process is NOT responsible for:
g a change to the network
C. Ensuring that the impact of a change to hardware is fully assessed ase of a software change
QUWh
uled implementation date
endations D. The names of the CAB members
Service Capacity Management should ensure that the type, pattern, andpical resource requirem
Undertaking Service Capacity Management is sufficient to ensure that therformance difficulties nev
these statements is/ar
A. Neither B. Both
D. Only 1
ESTION 23 roperly implemented and tested IT Service Continuity Pla
c
A. Planning the implementation of new services at times that don’t imp
B. Enabling a speedy recovery of service afterC. Reviewing trends in Incidents and D. Having planned maintenance
QFin the Manageme
Problem Management Incident Ma
Change Management
Release Management
Release Man
ange Ma
A. SchedulinB. Ensuring that a change to an application is prioritised
D. Implementing the rele
ESTION 26 ich of the following need NOT be recorded as part of a change record?
A. The schedB. Some details of the back-out plan C. Any CAB Recomm
QUCon
a CI must be entered into the CMDB after it is added to the live
2. A CI consists of a number of component CIs Wh
B. Neither
UESTION 28 Wh e responsibility of the Release Management Process?
software control C. Helping to determine the software release policy
that CMDB entries concerning software CIs are verified.
UESTION 29 Wh Incident lifecycle after the Inc
A. tion, Diagnosis
C. , Repair, Restoration D. Detection, Diagnosis, Repair, Recovery, Restoration
hich of the following statements best describes a “Problem”?
A. diagnosed and for which a resolution exists
C. nce
QUy Introducing budgeting and accounting for IT Services, which of the following will
it?
A. Better value for money
D. rt QU
hich of the following statements is true?
ESTION 27 sider the following:
1. Details of
environment
ich of the above statements is true in all cases?
A. Both 1 and 2
C. Only 1 D. Only 2
Q
ich of the following is NOT th
A. Distributing software B. The physical aspects of
D. Ensuring Q
ich is the correct sequence of events for describing an ident has occurred?
Detection, Repair, Recovery, RestoraB. Detection, Recovery, Repair, Restoration, Diagnosis
Detection, Diagnosis, Recovery
QUESTION 30 W
An Incident which has beenB. An Incident that has passed its Service Level for fixing
An Incident that has occurred more than oD. The unknown underlying cause of one or more Incidents
ESTION 31 Bbe a direct benef
B. Clearer Charging Policies C. Improved Financial forecasting
Higher quality suppo
ESTION 32 W
A. Physical copies of all CIs are stored in the DSL
B. The DSL contains source code only ment is responsible for managing the organization’s rights
g software be developed from non-definitive versions of software in t
urgent release.
tified?
ponent requires changing and it is unlikely to affect any
has been cancelled because most of the members are iously agreed
C. The supplier has advised that previous versions will not be supported much
m
UESTION 34 The ility of Availability Management is …..
CIs ilability that enables customers to satisfy their
business objectives C. To negotiate and manage support contracts for hardware and software
e security and serviceability of all IT Services
UESTION 35 Wh T a valid charging policy?
C. ‘Cost Plus’ Pricing te
UESTION 36 Wh e Advisory Board?
C. All of them Representatives
hich of these is NOT a purpose for which Service Capacity Management information can be used?
calculation C. Network Performance Analysis D. Demand Management
C. Release Manageand obligations regardin
D. A Change may onlyhe case of an
QUESTION 33 In which of the following circumstances is requesting an urgent change jus
A. Only one small comother components
B. The CAB meetingunavailable at the time prev
longer D. The change is needed to correct an error on a business critical syste
Q
Prime responsib
A. To understand the behaviour ofB. To deliver a level of ava
D. To manag Q
ich of the following is NO
A. Cost Recovery B. Activity Based Costing
D. Market Ra Q
ich of the following are likely members of the Chang
A. Problem Manager B. Change Manager
D. Customer QUESTION 37 W
A. DSL control B. Systems throughput
QUESTION 38 Which of the following is NOT an attribute of a hardware CI?
A. Number of items B. What is costs C. A suppliers part number D. A manufacturers serial number
QUESTION 39 Which of the following list will NOT have a direct impact upon IT Capacity?
A. An Increase in network bandwidth available B. A reduction in transactions processed C. A reduction in the number of files to be stored D. An increase in the cost per transaction
QUESTION 40 Which of the following is MOST involved w em – Known Error – Change lifecycle?
A. Service Support B. Service Management C. Service Delivery D. Customer Services
ith the Incident – Probl
SAMPLE PAPER 3 (ANSWERS)
=B 2=A
3=C
4=C
1 5=B
6=D
7=A
8=C
9=D
10=D
11=B
12=A
13=A
14=A
15=A
16=B
17=A
18=B
19=C
20=D
21=A
22=D
23=B
24=C
25=D
26=D
27=B
28=D
29=D
30=D
31=C
32=C
33=D
34=B
35=B
36=C
37=A
38=A
39=D
40=A
SAMPLE PAPER 4
QU key attributes needed by Service Desk S
rsonal skills; tenacious; technically astute; firm B. Business aware; articulate; methodical; tolerant; good interpersonal skills
ethodical; tenacious; forthright; analytical
UESTION 2 Wh suring the organization is aware of new
B. Change Management l Management for IT Services
UESTION 3 Wh
C. All incidents except simple enquiries nts
UESTION 4 Wha form nt of an organiza
A. Vari s from the agreed service levels Tim support group
C. Number of incidents and problems per category the IT infrastructure
QUThe ull and Package describe different types of release. Which one of the nts is true?
e release contains hardware and software
C. A Delta release is only ever part of a Package release environment
1. bility of components to carry out a required nditions over a certain period of time
2. intenance of service components can be carried
3. Negotiating availability levels with customers
ESTION 1 Which of the following lists best describes the
taff? A. Good interpe
C. Logical; mD. Well presented; technical specialist; numerate; good interpersonal skills
Q
ich of the ITIL processes is responsible for en and changing technology?
A. Capacity Management
C. FinanciaD. Configuration Management
Q
ich incidents should be logged by the Service Desk?
A. Only incidents not resolved at logging B. Only incidents from bona fide customers
D. All incide Q
t in ation does Configuration Management provide to the IT managemetion?
ationB. e spent on investigation and diagnosis by each
D. Details and history of
ESTION 5 words Delta, F following stateme
A. A PackagB. Urgent changes are always Delta releases
D. A Full release releases the ‘normal release unit’ into the live QUESTION 6 Availability Management is responsible for:
Understanding the reliafunction under given cothe ease with which maout
Which of these is correct? A. Only 2 and 3 B. Only 1 and 2
hich is the correct combination of concepts and ITIL processes?
. Disaster B. Configuration Management C. IT Service Continuity Plan
anagement
B. 1-D, 2-C, 3-A, 4-A 4-B
UESTION 8 Configuration
tems below would NOT normally be regarded as a Cl?
. A video monitor age
UESTION 9 rity of a disaster depends upon:
. The type of disaster, whether flood, fire, etc n customers’ businesses
UESTION 10 Database)
A. puterised system - most asset registers are not
. Only hardware and software is recorded in a CMDB atabase that shows the relationships between items
pplication Sizing is a technique used by Capacity Management. Why is Application
B. T can be controlled
C. 1, 2 and 3D. Only 1 and 3
QUESTION 7 W 1. CI Level A. Availability Management 23. Risk Analysis 4. Confidentiality D. Service Level M
A. 1-B, 2-C, 3-C, 4-A
C. 1-D, 2-D, 3-A,D. 1-B, 2-D, 3-C, 4-B
QA Configuration Management Database (CMDB) can contain differentItems (CIs). Which of the i A. A user name BC. A bought-in software packD. A procedure QIn relation to IT Service Continuity Planning, the seve A. The time of day it occurs B. How many people are available to assist in recovery CD. The impact upo QWhat is the main difference between a CMDB {Configuration Management and a typical asset register?
A CMDB is a comB. There is no difference CD. A CMDB is a d QUESTION 11 ASizing Important?
A. The availability of an IT service can be measured he use of an IT application
C. The maintenance of technical skills is important to application developers
D. The resources needed for an application and its performance can be predicted
QUESTION 12 When can the building, testing and implementation of a change begin?
Change has been classified B. As soon as there is a back-out plan for the change
discussed by the members of the Change
ly authorized
QUWhich of the following statements best describes the relationship between Change Management and Configuration Management?
A. There ar s between Configuration Management & Change
Management Management is implemented without Configuration Management; the
plemented without Configuration Management . Change Management and Configuration Management must be implemented
QUEWithout a good Accounting System you cannot:
QU which two Service Management processes would you be most likely to use a risk
gement method?
. Change & Cost Management inuity Management
QUESTION 16 to use their laptops from hotels to obtain information on travel
d that when a ertain modem had been installed, communication was unsatisfactory. A temporary
cident
A. If it is urgent, as soon as the Request for
C. As soon as the impact analysis has beenAdvisory Board
D. As soon as the Request for Change has been formal ESTION 13
e no dependencie
B. If Change result will be less effective
C. Change Management cannot be imD
simultaneously
STION 14
1. Know the full cost of services provided 2. Judge the efficiency of Problem Management 3. Recover costs related to usage, should you so wish Which of the above is true?
A. 1,2 and 3 B. 1 and 3 only C. 1 and 2 only
ESTION 15 Inanalysis and mana AB. Availability Management & IT Service ContC. Incident & Change Management D. Service Level Management & IT Service Continuity Management
Salesmen are ableroutes and travelling times. On several occasions they have founcsolution to this fault has been identified. Which processes other than InManagement are involved in achieving a structural solution?
hange, ConfigurationA. C , Release & Problem Management
. Only Change & Release Management elease & Configuration Management
UESTION 17
. (Agreed Service Time - Downtime) x 100) / Agreed Service Time e / «Agreed Service Time - Downtime) x 100)
18 difference between a Problem and a Known Error?
is always the result of an Incident, a Problem is not
re, with a
UESTION 19 direct advantages of entering into Service Level
the IT customer and the provider should be aligned . Fewer incidents will occur
easurements of service provision will be provided to be backed out will decrease
A. 2
C. 3D.
tudents at a college can send in their course work from their home PC via the telephone N hey can then check the results on their PCs. A student needs an existing set of programs that can be configured for the particular course that is following. Which process is responsible for the correct configuring ission of the programs?
ement
UESTION 21
B. Only Configuration, Problem & Release Management CD. Only Change, RE. Only Problem & Release Management QPercentage availability is calculated as: A. (Downtime x 100) / Agreed Service Time B. (Agreed Service Time x 100) /Downtime CD. (Agreed Service Tim QUESTIONWhat is the A. A Known Error B. There is no real difference between a Problem and a Known Error C. In the case of a Known Error there is a fault in the IT Infrastructu
Problem there is not D. In the case of a Known Error the underlying cause of the Problem is known QWhich of the following areAgreements? 1. The expectations of both 23. Unambiguous m4. The number of changes that have
and 4 B. 1 and 2
and 4 1 and 3
QUESTION 20 S
etwork. T
the student and transm
A. Release ManagB. Change Management C. Configuration Management D. Network Management QConsider the following statements:
1. ITIL processes should be implemented in such a way that the contribution to the organiz ly clear but also actually achieved
2. A charac s ITIL approach is that a department is given responsibility for the v ort and Service Delivery processes, so that the resources allocated ca d as efficiently as possible
ents correct?
D. Both
nly 1
UESTION 22 ing metrics:
idents correctly categorised at logging . Number of hardware faults reported
nce indicators for the Service Desk?
All three
K. 2 and 3
. Incident category
C. I
e objectives of Problem Management is to minimise the impact of problems n IT Services.
is NOT a responsibility of Problem Management? . Working with third party suppliers
ervice
C. Know. Always taking charge of difficult incidents
UESTION 25 nalysis of incident data indicates that over 30% of incidents regularly recur.
e following activities will contribute most to cutting down the percentage recurring incidents?
. A presentation to the board of directors to explain the importance of Problem
ation is not onteri tic of theSer ice Supp
n be use Are these statem
E. Only 2F. Neither G. O
QConsider the follow1. Number of incidents closed on without onward referral 2. Number of inc3 Which of the above are valid performa
H. I. 1 and 2 J. 1 and 3
QUESTION 23 Which of the following data is least likely to be used in the incident control process? AB. Make/model of faulty item
mpact code D. Cost of faulty item QUESTION 24 One of tho Which one of the following activitiesAB. Working with Availability Management to ensure agreed levels of s
availability n Error management
D QA trend aWhich of thof regularly A
Management
B. Implementation of the Problem Management process . The selection of an appropriate tool to log all incident data more accurately
troduction of a single Service Desk number so customers know who to
onsider the following statements:
. The only reason services are charged for is to make customers aware of the costs
. Only 2
UESTION 27 How frequently should CAB/EC meetings be held? A. B. . Weekly
UESTION 28 Con out IT Service Continuity Planning: 1. T ption offers a remote installation, fully equ are, software, communications and environmental control equipment
ltiple ustomers and in the event of a disaster may not be available due to over-
sub Are
A. Both
UESTION 29 In a s, what do the letters CIA stand for?
lysis nd Availability
C. Configuration Item Availability telligence Agency
CD. The incontact QUESTION 26C I. Customers should always be invoiced for the IT services they use 2
involved in using those services Are these statements correct? A. Both B. Only 1 C. Neither D Q
Daily Monthly
CD. As required Q
sider the following statements ab
he intermediate recovery external oipped with all the required hardw
2. The intermediate recovery external option is often shared between muc
scription
the statements correct?
B. Neither C. Only 1 D. Only 2
Q
vailability Management term
A. Component Impact AnaB. Confidentiality, Integrity a
D. Central In
UESTION 30
Wh
B.
UESTION 31
plains that the Service Level are below those agreed in the SLA, for
nsuring the cause is investigated?
B.
UESTION 32
wing statements on IT Financial Management is correct?
A. The IT Financial Manager identifies the costs incurred by IT and might ices for the services supplied
le to setup budget and accounting, SLAs and OLAs need to een agreed
cost conscious if the customer is charged for services nt must agree charges with the customer before
establishing a Cost Model QUManaging Service Availability is now more Important than ever because …..
A. The Dependence of customers on their IT has grown nagement tools can now provide much more real time
tems are now outsourced
QUWhich of the following can be regarded as CIs?
1.
3.
5. Network Components
Qich of the following is NOT the Concern of IT Financial Management?
A. Telephone Charges Invoicing
C. Differential Charging D. Reviewing IT Service Quality
QIf a customer comapparently due to a number of related hardware incidents, who is responsiblee
A. The Incident Manager The Capacity Manager
C. The Problem Manager D. The Availability Manager
QWhich of the follo
propose prB. In order to be ab
have bC. It is only possible to be D. IT Financial manageme
ESTION 33
B. System Maperformance management information
C. More IT SysD. More Service Providers now have Service Level Agreements with their
Customers
ESTION 34
Hardware 2. Documentation
Staff 4. Software
A. 1, 4 and 5 B. 1,2,4 and 5 C. 1 and 4
D. All of them
UESTION 35 our organization has just entered into a Gradual Recovery IT Service Continuity
QY
agreement. Wicould
echnical
pport
D.
UESTION 36 received messages concerning errors in the daily batch run which
probably due to an incorrect change in the software. The change involved e ck number” field by two positions. This change was also in rogram that has not yet been run. The situation needs to b anufacturing. What is the best p lem Management when handling the error?
and, because the underlying cause is known, handled equest for Change with the status of ‘urgent
B. t the Service Desk and, because uring is involved, are directly introduced as Changes
r some changed
D. and a Problem is identified. After the hed and a temporary workaround found, it
is labelled as a Known Error that can be corrected by raising a Request for Chan
QUESTIOWhich if th you NOT expect to see in an IT Service Continuity Plan?
C. Reference to change control procedures ervice Level Agreements
QUConsider the following statements:
1. Effective Change Management ensures that urgency and impact are keys to cheduling of
aspects of the change process
thin the ITIL definition, which of the following lists is INCORRECT for what you find at the contingency site?
A. A building, electricity, telecommunications equipment, office space for tstaff
B. Stand-by generator, telecommunications equipment, system manuals, sustaff, water
C. A building, telecommunications equipment, a computer, support staff, documentation A building, electricity, water, support staff, system manuals
QA company hashandles the ordering of raw materials for the manufacturing process. This is
xtending the “stotroduced in a monthly pe corrected very quickly to avoid affecting mossible solution to be adopted by Prob
A. The errors are reported
by Change Management as a Rchange’ The errors are reported as Problems amanufact
C. The errors are reported as incidents to the Service Desk and afteresearch they are identified as Known Errors, which can then be The errors are reported as Incidentscause of the error has been establis
ge
N 37 e following would
A. Contact lists B. The version number
D. Full S
ESTION 38
decisions made on the schanges
2. Change Management controls all
Which of these statements is true?
oth of them
UESTION 39 ifferential charging is a technique used in.................
A. FTA B. Status Accounting C. Demand Management D. CRAMM
QUESTION 40 One of Release Management’s tasks is to s t up a DHS. Which statement most
closely describes the DHS?
A. A DHS is a number of physical locations where baselines are stored B. Before setting up a DHS a tool should first be purchased for releasing the
hardware into the live environment C. A DHS is an area set aside for the se re storage of definitive hardware spares D. A DHS is a database in which all definitive hardware Configuration Items are
recorded
A. 1 B. Neither of them C. 2 D. B
QD
e
cu
SAMPLE PAPER WERS)
=B 2=A 3=D 4=D
4 (ANS 1
=D
6=B
7=A
8=A 5
9=D
10=D
11=D
12=D
13=B
14=A
15=B
16=A
17=C
18=D
19=D
20=A
21=D
22=B
23=D
24=D
25=B
26=C
27=D
28=A
29=B
30=D
31=C
32=A
33=A
34=D
35=C
36=D
37=D
38=D
39=C
40=C
SAMPLE PAPER 5
QUESTION 1 Which of the following is a Service Desk activity? A. To function as the first point of customer contact
the cause of disruptions for the customer
hat is the role of ITIL within IT Service Management?
. To provide an approach based on the best examples taken from practice tional standard for IT Service Management
el for IT service provision al framework for process design
UESTION 3 nagers have excessive workloads and have no time to proactively
to these large workloads is the equency that users contact these managers directly.
?
. Configuration Management agement
UESTION 4 sponsibility?
ifications to the IT infrastructure tudy
tions made to the Known Error database odify the IT infrastructure based on such needs
base (CMDB) can only be modified fter permission is granted to modify the infrastructure.
ch permission?
ement . Configuration Management
agement
UESTION 6
. Post Implementation Review
B. To investigateC. To trace the cause of incidents QUESTION 2 W AB. To serve as the internaC. To serve as the standard modD. To serve as a theoretic QThe network mamanage the network. One of the contributing factors fr Which ITIL process would improve this situation A. Change Management BC. Incident ManD. Problem Management QWhich task is a Problem Management re A. To co-ordinate all modB. To record incidents for later sC. To approve all modificaD. To identify user needs and m QUESTION 5 The data in the Configuration Management Dataa Which process grants su A. Change ManagBC. Incident ManD. Service Level Management QWhich concept is part of Change Management? AB. Emergency Release C. Service Request
D. Work-around QUESTION 7
d computer is installed to replace an existing PC. The old PC is
for registering this modification in the Configuration anagement Database (CMDB)?
. Change Management t
UESTION 8 creased dependency on information systems, a national realty firm
ce?
anagement Continuity Management vel Management
ment
ized users. Security Management takes steps to ensure this.
red?
her/his disk will soon be
sed.
. Change Management ment
hich activity is a Release Management responsibility?
A new-networkeinstalled as a print server for the local area network. Which process is responsibleM AB. Configuration ManagemenC. Problem Management D. Release Management QBecause of its indecides that there must be assurances for the provision of IT services following an interruption to the service. Which process should be implemented to provide this assuran A. Availability MB. IT ServiceC. Service LeD. Service Manage QUESTION 9 Data provided for the financial administration of XYZ must only be accessible to author By taking these steps, which aspect of data can be ensu A. Availability B. Integrity C. Stability D. Confidentiality QUESTION 10 A computer operator notices the full storage capacity of u To which ITIL process must this situation be reported? A. Availability Management B. Capacity Management CD. Incident Manage QUESTION 11 W
A. To check whether there is any illegal software on computers within the organization
on ter where each software version is available
or which purpose does Service Level Management use data from the Service Desk’s ion?
. To draw up Service Level Agreements (SLAs) ature of incidents that occurred during a specific
eriod the number of resolved
determine if the agreed service vel is being provided
. Modifications to Service Level Agreements (SLAs) Configuration Items (CIs)
nization for user support
steel company is merging with a competitor. The IT departments, along with the of both companies will be combined.
hich process is responsible for determining the required disk and memory space plications running in the combined IT infrastructure?
Management Management
. Computer Operations Management ement
UESTION 15 IT Services?
ts represent?
A. The customer’s expectations and needs regarding the service
B. To store the original versions of all authorized software within the organizatiC. To regis QUESTION 12 FIncident registrat AB. To report on the number and npC. To determine the availability of an IT service using incidents D. To analyze, together with other data, in order to le QUESTION 13 The Service Desk has handled 2317 calls this month. What would these calls include? AB. Notices regarding modifiedC. Requests to the IT orga QUESTION 14 AIT infrastructures Wrequired for ap A. Application B. CapacityCD. Release Manag QWhich concept is not part of Financial Management for A. Budgeting B. Charging C. Procuring D. Pricing QUESTION 16 Service Level Requirements are used in the Service Level Management process. What do these Service Level Requiremen
B. What the IT organization expects of the customer he conditions required for the Service Level AgreeC. T ment (SLA)
execute the SLA
. To enter into contracts with suppliers
. To verify the reliability and the service level of the Configuration Items (CIs) y third parties
e reliability and availability of IT Service
user complains to the Service Desk that an error continually occurs when using a n. This causes the connection with the network: to be broken.
. Incident Management ent
serious incident has occurred. The assigned solution team is unable to resolve this agreed time. The Incident Manager is called in.
ence of events?
hich of the following best describes a Problem?
Known Errors one or more disruptions
n cause of one or more incidents . A Known Error with one or more incidents
hich concept is part of IT Service Continuity Management?
A. A
D. A paragraph of the SLA with additional specifications required to QUESTION 17 Which of the following is one of the responsibilities of Availability Management? AB. To monitor the availability of a charge through systemC
purchased from, and maintained bD. To plan and manage th QUESTION 18 Aspecific applicatio Which ITIL process is responsible for tracing the cause? A. Availability Management BC. Problem ManagemD. Release Management QUESTION 19 Aincident within the Which form of escalation describes the above sequ A. Formal escalation B. Functional escalation C. Hierarchical escalation D. Operational escalation QUESTION 20 W A. One or more B. Known cause of C. The unknowD QUESTION 21 W
pplication Sizing B. Vulnerability C. Maintainability D. Resilience
QUESTION 22 ice Management contribute to the quality of IT service provision?
. By recording agreements between internal and external customers and suppliers
cepted norms for service levels ng all the employees of the IT organization
anaging a coherent set of processes for providing IT Services
process?
t agement
. Service Level Management
n organization has set up an Incident Management Process. In doing so, several cific incidents. These groups include:
Service Desk her teams
generally categorized by levels. Select es the support groups mentioned above.
Service Desk
Fourth-Line Specialists
. First-Line Service Desks Solutions teams
pecialists
he management of ABC Inc. has insisted that each request for a new workstation dled with optimum efficiency and effectiveness.
hich IT process is designed to achieve this desired outcome?
ent ison
nagement . Service Level Management
How does IT Serv A
in formal documents. B. By defining generally acC. By promoting a customer focus amoD. By planning, implementing and m
QUESTION 23 Performance Management and Resource Management are parts of which A. Availability ManagemenB. Capacity ManC. IT Service Continuity Management D QUESTION 24 Agroups were created to resolve spe- PC Solution Team - Network Solution Team - - Specialists’ Group to support the ot Within an IT organization, support groups are the answer that correctly categoriz A. 0-Line Service Desk First-Line Both Solutions team Second-Line Specialists B. First-Line Second-Line PC Solutions team Third-Line Network Solutions team C Second-Line Both Third-Line S QUESTION 25 TInstallation be han W A. Change ManagemB. Customer LiaC. Problem MaD
QUESTION 26 Which of the following is a Configuration Item (CI)?
. A process
ow does Problem Management support the Service Desk activities?
he Service Desk.
n on a Known Error available to the Service Desk.
. The standard configuration for the Configuration Management Database (CMDB)
ice, to provide a basis for a configuration
re in use . A reference manual that includes all software documentation
s ment Database (CMDB) for software
our Network Department has made an agreement with an external organization in rder to fulfil an agreement with its internal customer.
d?
. By making agreements on the availability of the Security Database f the Availability Database
A. A call B. Documentation C. An incident D QUESTION 27 H A. It resolves serious incidents for the Service Desk. B. It studies all incidents resolved by tC. It relieves the Service Desk by communicating the resolution directly to the user. D. It makes informatio QUESTION 28 Which of the following is a Configuration Baseline? AB. A description of a standardized Configuration Item (Cl) C. A set of CIs that is delivered once D. A recorded snapshot of a product or servaudit and regression QUESTION 29 Which of the following is the role of the Definitive Software Library (DSL) in the Release Management process? A. A physical storage area for the original versions of all authorized softwaBC. A registration tool for all software itemD. A type of Configuration Manage QUESTION 30 Yo Where would the agreement with the external organization be specifie A. Operational Level Agreement (OLA) B. Service Level Agreement (SLA) C. Service Level Requirement (SLR) D. Underpinning Contract (UC) QUESTION 31 How does Availability Management work with Security Management? AB. By making agreements on the security o
C. By establishing the security boundaries based on the availability requirements res specified by Security Management for securing the
es its vision and usiness Objectives?
?
. Where are we now?
sibility of Configuration Management?
ly managing software items . Installing equipment at the workplace
D. QUAfter the requisite search, the common cause of a series of Incidents is found. This resu
of things, what should happen after the Known Error has been
y as possible
uration Management Database
D. The problem must be identified
hat is the primary task of Error Control?
s for work-arounds through the Change Management Process
ter Known Errors D. To register and manage Known Errors
UESTION 36 ss is associated with a Post Implementation Review?
nagement B. Incident Management
D. Release Management
D. By implementing the measudata QUESTION 32 Which question is being answered when an organization specifib A. How do we get where we want to beB. How do we know we have arrived? C. Where do we want to be? D QUESTION 33 Which task is the respon A. Convening the Configuration Advisory Board B. PhysicalC
Recording the relations between Configuration Items (Cls)
ESTION 34
lt is a Known error In the sequence declared?
A. In the Incidents must be resolved as quicklB. The error must be resolved using a change C. The error must be included in the Config
(CMDB)
QUESTION 35 W
A. To figure out the detailB. To resolve Known ErrorsC. To recognize and regis
QWhich ITIL Proce
A. Application Ma
C. Problem Management
QUhen processing a Request for Change (RFC), the Change Manager initiates a
ies.
hich action is required if this involves a complex change?
A. gement
C. to the Change Advisory Board
QUESTWh nt?
. Asset Management only deals with what you want; Configuration nt deals with everything in your Infrastructure
ment, as it includes non-IT assets such as chairs and tables
eals with the financial aspects of Configuration Item; gement only deals with the technical details of the
ent goes much further than Asset Management, because it also specifies the relations between the assets
anagement . IT Service Continuity Management
nt
anet for its graphic design workstations. The bandwidth ust be Increased because of the high volume of illustrations sent over the network
hich ITIL process is responsible for approving the implementation of increased andwidth?
. Capacity Management
. Change Management C. Availability Managemen
Management
ESTION 37 Wnumber of activit W
The Change Manager reports the Change to Problem ManaB. The Change Manager reports the Change to the Incident Management
The Change Manger presents the ChangeD. The Change Manager presents the Change to the IT Manager
ION 38 at is the difference between Asset Management and Configuration Manageme
AManageme
B. Asset Management is a superset of Configuration Manage
C. Asset Management dConfiguration ManaInfrastructure
D. Configuration managem
QUESTION 39 Which ITIL process uses Mean Time Between Failures (MTBF)? A. Availability Management B. Capacity MCD. Service Level Manageme QUESTION 40 A company sets up an Intrm Wb AB
t D. Problem
SAMPLE PAPER 5 (ANSWERS)
=A =A =C =C
1
2
3
4
5=A =A =B =B
6
7
8
9=D 0=D 1=B 2=D
1
1
1
13=C
14=B
15=C
16=A
17=C
18=C
19=C
20=C
21=B
22=D
23=B
24=C
25=A
26=B
27=D
28=D
29=A
30=D
31=D
32=C
33=D
34=B
35=B
36=C
37=C
38=D
39=A
40=B
SAMPLE PAPER 6
QUESTION 1 Level Management use data from the incident register at the
ata
nts in a certain period. n IT Service, on the basis of the number of
cidents resolved. h other data to work out whether the service level agreed upon has
. To trace the cause of incidents.
the following statements:
. An SLA is a contract drawn up by the IT department which states what the d may not do with his computer.
. A Service Catalogue describes concisely and specifically the IT services that the IT
UESTION 4 escription of ‘impact’?
. The degree to which the provision of services is disrupted and the speed with
tes how quickly the incident must be resolved. tructure,
. The effect that an incident has on the activities of the users and the speed with hich the incidents must be resolved.
esponsibility?
Error database.
How can ServiceService Desk? Service Level Management uses this d A. To draw up the Service Level Agreement (SLA). B. To draw up reports about the number and nature of incideC. To determine the availability of ainD. Together witbeen achieved. QUESTION 2 Which statement describes a Service Desk activity? A. To function as the first point of customer contact. B. To investigate the cause of disruptions for the customer. C QUESTION 3 Consider 1customer may an 2department can offer a customer. Which of these statements is correct? A. Only the first B. Only the second C. Both D. Neither QWhat is the correct d Awhich this must be remedied B. The degree to which the user indicaC. The effect that an incident has on the components of the IT infrasincluding the consequences for the service that has been agreed upon. Dw QUESTION 5 Which task is a Problem Management r A. To co-ordinate all modifications to the IT infrastructure. B. To record incidents for later study. C. To approve all modifications made to the KnownD. To identify user needs and modify the IT infrastructure based on such needs.
QUESTION 6 The manufacturer claims that the new line of central mainframes can reach an Mof 5000 hours. What does this
TBF mean?
. That the mainframes have an average life of 5000 hours ate continuously for an average of 5000 hours
every 5000 hours frame can operate continuously for a maximum of 5000 hours.
erloaded with work. They hardly get a chance to manage e network. One of the reasons for this is that users approach them directly to
of questions.
. Configuration Management
gement
CMDB) may be updated only if an
N 9 change has taken place in the IT infrastructure
nagement related to the Configuration Management Database
ies out investigations into the degree of consistency in the CMDB.
. Implements the change in the CMDB and informs Configuration Management
g statements:
in the IT infrastructure is always the result of a change of a Service evel
l Agreement (SLA) exhibits many similarities to a procedure for
AB. That the mainframes operC. That the mainframes will fail D. That the main QUESTION 7 Network managers are ovthanswer all kinds Which ITIL process or function needs to be set up to improve this situation? A. Change Management BC. Error Control D. Service Desk E. Incident ManaF. Problem Management QUESTION 8 Data in the Configuration Management Database (order instruction has been given for this: Which process gives this order? A. Change Management B. Configuration Management C. Service Desk D. Service Level Management QUESTIOAHow is Change Ma(CMDB)? Change Management... A. Checks whether the change has been made in the CMDB. B. CarrC. Provides Configuration Management with the data required to implement the change in the CMDB. Dabout it. QUESTION 10 Consider the followin 1. A changeL2. A Service Levedrawing up a Request for Change (RFC).
Are these statements correct?
. Neither
he performance of the network in a large computer centre is monitored 24 hours a
acity Management and Change Management city Management and Problem Management
. Change Management, Financial Management and Service Level Management gement, Service Desk and Problem Management
. The category to which the problem belongs. lem.
blem.
UESTION 13 computer is installed to replace an existing PC. The old PC is
stering this modification in the Configuration anagement Database (CMDB)?
. Release Management
. Capacity Management.
UESTION 15 eased dependency on information systems, a large financial
. Availability Management ent
A. Only the first B. Only the second C. Both D QUESTION 11 Tday. This produces data for which processes? A. Availability Management, CapB. Availability Management, CapaCD. Financial Mana QUESTION 12 The sequence of dealing with problems must be based on... AB. The impact of the probC. The priority of the problem. D. The urgency of the pro QA new networked installed as a print server for the local area network. Which process is responsible for regiM A. Change Management B. Configuration Management C. Problem Management D QUESTION 14 A computer operator establishes that a memory disk is in danger of becoming completely full. He reports this to... AB. Change Management. C. Planning & Control for IT Services D. Service Level Management. QBecause of its incrinstitution decides that there must be plans for the provision of IT services following a major interruption to the service. Which process, therefore, should be implemented? AB. IT Service Continuity Managem
C. Service Level Management D. Service Management QUESTION 16 A printer in a department of an insurance office has broken down. Hardware Support
the supplier of the printer to remedy the defect. t can obtain data from Configuration Management about which of
. The location of the printer aintenance contract
hich of the above is correct?
. 1, 2, and 3
hat information does the Service Desk provide to the IT management of an
. The time spent on investigation and diagnosis for each department D. per category QUWh concepts and ITIL Process?
A. Availability Management
. MTBF C. Service Level Management
-D, 4-B D. 1-D, 2-C, 3-B, 4-A
. Recognising user’s requirements and subsequently implementing changes to the
wants to approachHardware Supporthe following: 12. The type of m3. The number of disruptions the printer has experienced in the last six months W A. Only 1 and 2 B. Only 1 and 3 C. Only 2 and 3 D QUESTION 17 Worganization? A. All deviations from the specified service levels B. The growth of the IT infrastructure C
The number of incidents
ESTION 18 ich is the correct combination of
1. CMDB 2. DSL B. Configuration Management 34. SLA D. Release Management
A. 1-A, 2-B, 3-C, 4-D B. 1-B, 2-D, 3-A, 4-C C. 1-C, 2-A, 3
QUESTION 19 Which of these tasks is a task of Problem Management? A. Co-ordination of all changes to the IT infrastructure. B. Classification of Requests for Change (RFCs). C. Approval of all changes / modifications made to the Known-Error database. DIT infrastructure.
QUESTION 20 Which of the following activities does the Service Desk undertake?
, Status Accounting . Impact determination, Problem Management, Verification
ement, Providing Management Information, Recording CIs ation, Recording Incidents
. The Service Level Management Database. equirements.
ters within the organization. . To store the original versions of all authorized software within the organization.
ere each software version is available.
UESTION 23 hy charging for IT services is an important element of Financial
ility of an IT service can be measured. needed for an application can be determined.
. The use of IT services can be influenced. apacity planning can be investigated.
hich of the concepts below belongs to IT Service Continuity Management?
. Resilience
he Service Desk has handled 2317 calls this month. What are the majority of these
ts (SLAs). onfiguration Items (CIs).
. Requests to the IT organization for user support.
ement ent
for IT Services
A. Error Control, Recording IncidentsBC. Incident ManagD. Incident Management, Providing Management Inform QUESTION 21 Key features of all IT services are recorded in... A. The Service Catalogue. BC. Service Level RD. Service Level Agreements. QUESTION 22 Which activity is a Release Management responsibility? A. To check whether any illegal software exist on compuBC. To register wh QGive one reason wManagement? A. The availabB. The resourcesCD. Scenarios for c QUESTION 24 W A. Serviceability B. Maintainability CD. Vulnerability QUESTION 25 Tcalls likely to include? A. Modifications to Service Level AgreemenB. Notices regarding modified CC QUESTION 26 For which ITIL process is the determination of priorities based on impact and urgency an essential activity? A. Change ManagB. Configuration ManagemC. Financial Management
D. Service Level Management
UESTION 27 with a complaint that, when using a particular
rk. Which rocess has overall responsibility for tracing the underlying cause?
. System Management
hich of the examples below is NOT an example of a configuration item?
. A unique identification code
evel Management process.
. The amount of defined IT service that the customer requires. expects of the customer.
for the Service Level Agreement (SLA). al specifications required to execute the SLA
UESTION 30 merg s with a competitor. The IT departments, along with the IT
nt
anagement
UESTION 31 as to be installed to solve a problem with making back-ups on the
. Through e to be given for carrying out the changes?
QA user calls the Service Desk application, an error always occurs that breaks his connection to the netwop A. Service Desk B. Network Management C. Problem Management DE. Incident Management QUESTION 28 W A. A user manual B. A company’s organization chart C. A Systems update procedure D QUESTION 29 Service Level Requirements are used in the Service LWhich statement best describes what these Service Level Requirements represent? AB. What the IT organization C. The conditions requiredD. A paragraph of the SLA with addition QA steel company einfrastructures of both companies will be combined. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? A. Application ManagemeB. Capacity Management C. Computer Operations MD. Release Management QA new disk unit hnetwork, and the procedures for making back-ups have to be changedwhich process does formal approval hav A. Change Management B. Configuration Management C. Network Management D. Problem Management
QUESTION 32 Given the following formula: Availability percentage = (i-ii)/iii) * 100
hat should be filled in for i, ii and iii?
n of fault III Agreed time Duration of fault III Resilience
silience III Resilience I Ma ce III Maintainability
. I Agreed time 11 Duration of fault III Agreed time
onsider the following activities:
categorisation e implementation review
e scheduling . Filtering requests for change
lement a hange in the IT infrastructure in a controlled fashion?
. 5-1-4-2-3
Management for IT services?
given application that the version of the ftware installed on each of the computers on the network is the same.
. Change Management
. Release Management
UESTION 36 ing statements.
termine the impact of change it is necessary to understand the structure of the way they support the business processes concerned.
W A. I Reliability 11 DuratioB. I Reliability 11C. I Maintainability 11 ReD. intainability 11 ResilienE QUESTION 33 C 1. Change2. Chang3. Change4. Chang5 In which sequence should these activities be carried out in order to impc A. 1-4-5-2-3 B. 1 -5-4-3-2 C.4-1-5-3-2DE. 5-1-2-4-3 QUESTION 34 Which function is not part of Financial A. Budgeting B. Charging C. Procurement D. Pricing QUESTION 35 It is important for the operation of asoWhich process is responsible for this? AB. Configuration Management C. Network Management D QConsider the follow 1. To dethe IT services and
2. The relationships between the various components of the infrastructure play an
re these statements correct?
. Only the first
UESTION 37 of an organization. A user calls up to say that his
t
roblem . Request for Change
. Certain parts of the infrastructure cannot be checked and managed properly. be analyzed because the information available is
rance that the information provided correctly reflects
ng the required disk
UESTION 40 n organization starts to use Intranet and e-mail. As many ‘images’ are sent back
and forth over the network, its capacity needs expanding. Which process is suitable n?
. Capacity Management
. Change Manageme t work Managem
. Problem Management
important role in determining the impact of a change. A AB. Only the second C. Both D. Neither QYou work at the Service Deskterminal does not function. This is a (n)... A. IncidenB. Known Error C. PD QUESTION 38 What is the consequence when the Configuration Item (Cl) level is too high? AB. Certain problems cannotinadequate. C. There is insufficient assureality. QUESTION 39 To carry out the planned installation of new software releases, the network server needs expanding. Which process is responsible for investigatispace of the network server? A. Capacity Management B. Change Management C. Network Management D. Release Management QA
for approving this capacity expansio AB nC. Net ent D
SAMPLE PAPER 6 (ANSWERS) 1=D
2=A
3=B
4=C
5=C
6=B
7=D
8=A
9=C
10=D
11=B
12=C
13=B 4=A 5=B 6=D
1
1
1
17=D 8=B 9=C 0=D
1
1
2
21=A 2=B 3=C 4=D
2
2
2
25=C 26=A 27=C 28=D
29=A
30=B
31=A
32=E
33=D
34=C
35=D
36=C
37=A
38=A
39=A
40=B
SAMPLE PAPER 7
QUESTION 1 Consider the following statements; which is NOT true? . Change Management is responsible for providing a detailed specification of the
s of an authorized change.
nt receives, records and helps allocate priorities to all RFCs. . Change Management will ensure that adequate back-out plans are prepared
mented.
ice Desk a loss of the network connection that occurs peatedly when using a specific application. Which ITIL process is responsible for
e?
agement . Release Management
A m e to an existing service is to be designed and built and the issue of een raised.
t NOT have a sponsibility?
ules. . Registering and monitoring the status of the software modules
Se that a user has forgotten her password after her day d the user are both
ware that solving this incident will take only a few minutes. ation given, you would say that...
. The urgency is high impact, priority or urgency
e assigned solution team is unable to resolve the roblem within the agreed time. The Incident Manager is called in. Which form of
ibes the above sequence of events?
. Hierarchical escalation
Aeffect on CI
B. Change Management keeps a record of all changes by logging, tracking and reviewing them.
C. Change ManagemeD
before changes are imple QUESTION 2 A user reports to the Servretracing the caus A. Availability Management B. Incident Management C. Problem ManD QUESTION 3
ajor changwhat Configuration Management is responsible for has bFor which of the following activities does Configuration Managemenre A. Quality assurance of the software modules. B. Controlling the completeness and correctness of all data about the software
modules. C. Naming and recording data about software modD QUESTION 4 The rvice Desk is informedholi . This only affects the one user. The Service Desk anaFrom the inform A. The impact is high B. The priority is high CD. Little can be said about QUESTION 5 A serious incident has occurred. Thpescalation descr A. Formal escalation B. Functional escalation C
D. Operational escalation QUESTION 6 The successful diagnosis of a problem results in a known error. On the basis of this nown error a request for change may be raised.
r record may be closed when...
he zed by the Change Advisory Board. ccur any more.
a company decides to charge its internal customers for the IT services they use in gene l cost awareness, which function will make sure that the
are formally agreed and documented? . Service Level Management.
r IT Services.
UESTION 8 t best describes a Problem?
. One or more Known Errors.
cause of one or more incidents.
hich best describes the contents of the Definitive Software Library?
aintainers. used on the infrastructure.
ll software used on the infrastructure. esting.
UESTION 10 d Resource Management are parts of which process?
. Availability Management
UESTION 11 NOT a task of Capacity Management?
ll performance of the IT infrastructure. . Sizing and or modelling of new applications.
C. Procuring of new / upgraded hardware.
kThe known erro A. A review of the change has led to a satisfactory result. B. The proposal for change is lodged with Change Management. C. T request for change is authoriD. Incidents related to the known error don’t o QUESTION 7 Iforder to improve racharges and the services to which they relateAB. Financial Management foC. Local Management. D. Customer Management. QWhich statemen AB. A known cause of one or more disruptions. C. An unknownD. A Known Error with one or more incidents. QUESTION 9 W A. All the software likely to be needed by in-house software developers and mB. Copies of all live softwareC. Authorized versions of aD. Software awaiting user acceptance t QPerformance Management an AB. Capacity Management C. IT Service Continuity Management D. Service Level Management QWhich one of the following is A. Monitoring overaB
D. Assessing the possible benefits of new technology to the organization. QUESTION 12
Which of the following should be available at
e Level Manager to take the heat out of any angry confrontations very
ts. te change schedule.
. Network specialists.
. 1, 2 and 3.
of functions, hich pair?
anagement. . Availability Management & Service Level Management.
. The contractual conditions under which infrastructure components are maintained.
Cl to be retained in or restored to a condition in which it can
ility. maintain a service when one or more
UESTION 15 following are prime responsibilities of Availability Management? r and monitor the availability of IT services agreed in SLAs
the availability levels in SLAs details of unavailability events.
. To initiate changes to the infrastructure to prevent failures of availability.
. 3 and 4.
ste
A new service is to go live tomorrow. the Service Desk? 1. The Servicquickly. 2. Support scrip3. The appropria4 A. 1 and 4. B. 2 and 3. CD. All of them. QUESTION 13 Risk Management is an essential part of one of the following pairs w A. Problem Management & Capacity MBC. IT Service Continuity Management & Financial Management for IT Services. D. IT Service Continuity Management & Availability Management.
QUESTION 14 ‘Maintainability’ is best described as:
AB. The ability of a
perform its required functions. C. An umbrella term used to described serviceability, resilience and reliabD. The ability of a set of configuration items to
of the Cls have failed. QWhich of the 1. To plan fo2. To negotiate 3. To record4 A. 1 and 2. BC. All of them D. 1 and 4. QESTION 16 The ps in the Incident Management process might best be described as:
A. Incident r inecord g and alerting, initial support and classification, investigation
. Incident recording, initial codification and allocation, maintaining customer
line incident support, day to day contact with users, business system
UESTION 17 st a review take place after implementation of a change?
. If another incident of the same type occurs again.
C. AD. R
. To be able to define Service Desk impact codes, it is necessary to have
ture of the IT services and how they provide support for the business processes.
the impact codes are established in consultation with
e various components in the infrastructure play an t role in determining the impact.
ents rrect?
. all three
ith phone calls nom customers who cannot llers it soon becomes clear that an important
stem on a central UNIX server has failed. follow ng actions is the Service Desk NOT responsible?
. The prioritisation of incoming calls. ncidents.
as insisted that each request for a new workstation stallation be handled with optimum efficiency and effectiveness.
ss is esigned to achieve this desired outcome?
. Customer Liaison
and diagnosis, resolution and recovery, closure. Bcontact, service recovery. C. Firstsupport, management reporting on IT services quality. QIn which cases mu AB. Always.
t the request of the person who submitted the change request. andomly.
QUESTION 18 Consider the following statements.
1information about the struc
2. The criteria for determiningthe organization. 3. The relationships between th
importan Are these statem co A. only the first and second B. only the first and third C. only the second and third D QUESTION 19 A Service Desk is suddenly inundated wwork any more. After questioning casyFor which of the i A. The categorisation of incoming calls. B. Identifying the cause of the failure. CD. The escalation of the i QUESTION 20 The management of ABC Ltd. hinWhich ITIL proce d A. Change Management BC. Problem Management
D. Service Level Management
ablishing Definitive Software Library?
organization . The owner of the Definitive Software Library has the option to decide which
oftwd users can choose from a wide range of controlled and certified software
gr end users.
bes a Configuration Baseline?
d configuration for the Configuration Management Database
rdised Configuration Item (Cl). . A set of Configuration Items (CIs) that is delivered once.
hich statement defines the role of the Definitive Software Library (DSL) in the ent process?
l authorized software in use
. A registration tool for all software items. Database (CMDB) for software.
ade an agreement with an external organization in rder to fulfil its agreement with its internal customer.
agreement with the external organization be specified?
vel Agreement (OLA) . Service Level Agreement (SLA)
nd
anization with widely distributed Service Desk which one of the following is ost important?
aff speak the same language.
. That they share a common means of recording information for analysis. common pool of problem
QUESTION 21 What is the most important advantage an organization should gain from esta A. Only tested and certified software versions will be used in theB
s are is used in an organization C. The enD. A eater number of software versions can be offered to the QUESTION 22 Which of the following best descri A. The standar(CMDB). B. A description of a standaCD. A recorded snapshot of a product or service, to provide a basis for a configuration auditor regression. QUESTION 23 WRelease Managem A. A physical storage area for the original versions of alB. A reference manual that includes all software documentation. CD. A type of Configuration Management QUESTION 24 Your Network Department has moWhere would the A. Operational LeBC. Service Level Requirement (SLR) D. U erpinning Contract (DC) QUESTION 25 In an orgm A. That all stB. That all incidents recording is via the 24-hour clock. CD. That the Service Desk staffs have access to a solvers.
QUESTION 26 resp nsibility of Configuration Management?
items. . Installing equipment at the workplace.
Configuration Items (Cls).
ed in the goods inwards department. The status of the C’s has to be changed from “ordered” to “in stock”. Which function is responsible
change of status?
. Financial Management for IT Services.
.
anagement. . Resource Management.
he Change Advisory Board (CAB) should ensure that the proposed changes are
act on recovery plans. not implementing the change.
. The resources required to implement the change. capacity and performance.
. 1, 2 and 3.
UESTION 30 ry objective of error control?
. To figure out the details for work-arounds.
r Known Errors.
Th
Which task is the o A. Convening the Configuration Advisory Board. B. Physically managing softwareCD. Recording the relationships between QUESTION 27 A delivery of PC’s is receivPfor recording this AB. Problem Management. C. Configuration ManagementD. Change Management. QUESTION 28 Security is one of the significant elements of A. Capacity Management. B. Availability MC QUESTION 29 Which of the following statements are true? Tassessed for: 1. The likely imp2. The effect of34. The likely impact on AB. All of them. C. 2, 3 and 4. D. 1, 2 and 4. QWhat is the prima AB. To resolve Known Errors through the Change Management process. C. To recognise and registeD. To register and manage Known Errors. QUESTION 31
e best Mission Statement for Capacity Management is:
A. To ensure that j cost ustifiable IT capacity, matched to the agreed needs of the
e urrent procurement cycle.
ts and that
hen processing a Request for Change (RFC), the Change Manager initiates a ies. Which action is required if this involves a complex change?
. The Change Manager reports the change to Problem Management. rts the change to Incident Management.
oard.
UESTION 33 listed tasks are regarded as proactive?
Known Errors. incident and problem analysis reports to identify trends.
. Preventing problems in one service being replicated in another. oot ause of incidents.
. 1, 2 and 3
he percentage of business operations support requests closed without requiring n effectiveness metric of:
. Problem Management.
ned; Configuration Management eals with everything in the infrastructure. . Asset Management is a superset of Configuration Management because it includes
and tables.
onfiguration Management only deals with the technical details of the infrastructure. r than Asset Management because it
customers, always exists. B. To ensure that sufficient IT capacity exists to meet customer demands during thcC. To ensure that at times of peak demands, sufficient IT capacity exis
such capacity is provided a minimum cost to the business. QUESTION 32 Wnumber of activit AB. The Change Manager repoC. The Change Manager presents the change to the Change Advisory BD. The Change Manager presents the change to the IT Manager. QWhich of the 1. Control of 2. Reviewing34. Identifying the r c A. 1 and 4. BC. 2 and 3. D. 1 and 3. QUESTION 34 Tfurther action is a A. Availability Management. BC. The Service Desk. D. Service Level Management. QUESTION 35 Which statement correctly describes the difference between Asset Management and Configuration Management? A. Asset Management only deals with what is owdBnon-IT assets such as chairs C. Asset Management deals with the financial aspects of Configuration Items (CIs); CD. Configuration Management goes much furthealso specifies the relationships between assets.
QUESTION 36 he normal sequence of events for fault resolution?
. Problem - Incident - Change - Known Error.
Incident - Known Error - Change.
UESTION 37 :
roles & responsibilities on both sides of the agreement. egularly monitored and reports should be produced and
irculated. uld be reviewed before SLAs are signed.
t.
ptance tests response times do not always meet the e Level Requirement. Nevertheless they decide to
hich process is responsible for the registration and processing of this shortcoming
. Capacity Management. s.
UESTION 39 n Time Between Failures (MTBF)?
. Availability Management
erv t
UESTION 40 hich of these is NOT true? Availability levels will depend upon:
. Reliability of components. Component expenditure.
C. Resilience to failur. Quality of maintenance / support.
Which of the following describes t AB. Incident - Problem - Change - Known Error C. Incident - Problem - Known Error - Change. D. Problem - QConsider the following I. SLAs should define 2. SLAs should be rc3. Underpinning contracts sho A. None are correct. B. I & 2 are correct. C. 2 & 3 are correct. D. All are correc QUESTION 38 Customers find that during accelevel specified in the Servicintroduce the new application. Wafter ‘Go live’? AB. The application developerC. Problem Management. D. Service Level Management. QWhich ITIL process uses Mea AB. Capacity Management C. IT Service Continuity Management D. S ice Level Managemen QW AB.
e. D
SAMPLE PAPER 7 (ANSWERS)
=A =C =A =D
1
2
3
4
5=C
6=A
7=A
8=C
9=C
10=B
11=C
12=B
13=D 4=B 5=D 6=A
1
1
1
17=B 8=D 9=B 0=A
1
1
2
21=A 2=D 3=A 4=D
2
2
2
25=C 6=D 7=C 8=B
2
2
2
29=B 30=B 31=A 32=C
33=C
34=C
35=D
36=C
37=D
38=C
39=A
40=B
SAMPLE PAPER 8
QUESTION 1 which of the following circumstances is requIn esting an urgent change justified.
small component requires changing and it is unlikely to affect any other
. The CAB meeting has been cancelled because most of the members are t the time previously agreed.
much
. The change is needed to correct an error on a business critical system.
nt Change Management process, who decides on the sed change?
ger.
. Change Requestor
onsider the following statements:
. Effective Change Management ensures that urgency and impact are keys to ade on the scheduling of changes. anagement controls all aspects of the change process.
these statements are true?
. Only 2 Both
. Number of changes implemented during the period, in total and by Cl
. Number of known errors cleared. of change management staff training records complete and up to
are collected and monitored by Change management?
. 1, 2 and 3.
. 2, 3 and 4.
A. Only one components. B
unavailable aC. The supplier has advised that previous versions will not be supported verylonger. D QUESTION 2 Within an ITIL compliacategorization of a propo A. Change ManaB. Change Advisory Board. CD. Change Implementer QUESTION 3 C 1decisions m2. Change M Which of A. Only 1 B. Neither CD. QUESTION 4 Consider the following periodic metrics: 12. Number of changes backed out, by reason 34. Numberdate. Which of these ABC. 1, 2 and 4. D. All of them
QUESTION 5 Which of the following is NOT the responsibility of the Release Management process?
ing Software.
. Helping to determine the software release policy. re Cl’s are verified.
mers informed of future problems.
ng incidents. . Raising multiple incidents to problem management.
service requests closed without requiring further action is am
nagement
. Service Desk
nt part of which process?
anagement.
. Incident Management
ecorded as part of a Change Record?
tion date
ns . The names of the CAB members.
t process, once a change has been built, who
. The Change builder.
. The Change Manager. visory board
A. DistributB. The physical aspects of software control. CD. Ensuring that CMDB entries concerning softwa QUESTION 6 The primary responsibility of Incident Control is: A. Keeping custoB. Matching Incidents with known errors. C. Restoring service followiD QUESTION 7 The percentage ofeffectiveness measure of: A. Availability MaB. Problem Management CD. Service Level Management QUESTION 8 Status Accounting is an importa A. IT Financial MB. Change Management CD. Configuration Management QUESTION 9 Which of the following need NOT be r A. The scheduled implementaB. Some details of the back-out-plan. C. Any CAB recommendatioD QUESTION 10 Under an ITIL Change Managemenshould undertake testing? ABC. The Change adD. An independent Tester.
QUESTION 11 hould CAB/EC meetings be held?
. Weekly
blems must be based on...
problem belongs.
UESTION 13 er is installed to replace an existing PC. The old PC is
local area network. ble for registering this modification in the Configuration MDB)?
. Release Management
memory disk is in danger of becoming to...
ement.
UESTION 15 endency on information systems, a large financial
lans for the provision of IT services following ice.
, should be implemented?
age ent
UESTION 16 n insurance office has broken down. Hardware Support
printer to remedy the defect. of
e following:
How frequent s A. Daily B. Monthly CD. As required QUESTION 12 The sequence of dealing with pro A. The category to which the B. The impact of the problem. C. The priority of the problem. D. The urgency of the problem. QA new networked computinstalled as a print server for theWhich process is responsiManagement Database (C A. Change Management B. Configuration Management C. Problem Management D QUESTION 14 A computer operator establishes that acompletely full. He reports this A. Capacity ManagB. Change Management. C. Planning & Control for IT Services D. Service Level Management. QBecause of its increased depinstitution decides that there must be pa major interruption to the servWhich process, therefore A. Availability Man mB. IT Service Continuity Management C. Service Level Management D. Service Management QA printer in a department of awants to approach the supplier of theHardware Support can obtain data from Configuration Management about whichth
I. The location of the printer
intenance contract disruptions the printer has experienced in the last six months
ove is correct?
. 1, 2, and 3
of an
rom the specified service levels
. The time spent on investigation and diagnosis for each department
nd ITIL processes?
. Availability Management
. Configuration Management Service Level Management . Release Management
4-D
. 1-C, 2-A, 3-D, 4-C -D,
ich
. Co-ordination of all changes to the IT infrastructure. ion of Requests for Change (RFCs).
tabase. . Recognising user’s requirements and subsequently implementing changes to
IT i
. Error Control, Recording Incidents, Status Accounting termination, Problem Management, Verification
formation, Recording CIs . Incident Management, Providing Management Information, Recording
2. The type of ma3. The number of Which of the ab A. Only I and 2 B. Only I and 3 C. Only 2 and 3D QUESTION 17 What information does the Service Desk provide to the IT managementorganization? A. All deviations fB. The growth of the IT infrastructure CD. The number of incidents per category QUESTION 18 Which is the correct combination of concepts a 1. CMDB A2. DSL B3. MTBF C.4. SLA D A. 1-A. 2-B, 3-C, B. 1-B, 2-D, 3-A, 4-C CD. 1 2-C, 3-B, 4-A QUESTION 19 Wh of these tasks is a task of Problem Management? AB. ClassificatC. Approval of all changes / modifications made to the Known-Error daDthe nfrastructure. QUESTION 20 Which of the following activities does the Service Desk undertake? AB. Impact deC. Incident Management, Providing Management InDIncidents
QUESTION 21 Consider the following statements; which is NOT true?
e ge.
. Change Management keeps a record of all changes by logging, tracking and
implemented.
ice Desk a loss of the network connection that occurs application. Which ITIL process is responsible for
agement
UESTION 23 esigned and built and the issue of
of the following activities does Configuration Management NOT have a
. Quality assurance of the software modules. completeness and correctness of all data about the software
tware modules.
he Service Desk is informed that a user has forgotten her password after her ts the one user.
aware that solving this incident will take only
igh
UESTION 25 occurred. The assigned solution team is unable to resolve the
d time. alled in. Which form of escalation describes the above
ion
A. Change Management is responsible for providing a detailed specification of theffect on CIs of an authorized chanBreviewing them. C. Change Management receives records and helps allocate priorities to all RFCs.D. Change Management will ensure that adequate back-out plans are prepared before changes are QUESTION 22 A user reports to the Servrepeatedly when using a specific tracing the cause? A. Availability ManB. Incident Management C. Problem Management D. Release Management QA major change to an existing service is to be dwhat Configuration Management is responsible for has been raised. For which responsibility? AB. Controlling the modules. C. Naming and recording data about sofD. Registering and monitoring the status of the software modules QUESTION 24 Tholiday. This only affecThe Service Desk and the user are both a few minutes. From the information given, you would say that... A. The impact is hB. The priority is high C. The urgency is high D. Little can be said about impact, priority or urgency QA serious incident hasproblem within the agreeThe Incident Manager is csequence of events? A. Formal escalat
B. Functional escalation C. Hierarchical escalation D. Operational escalation QUESTION 26 The successful diagnosis of a problem results in a known error. On the basis of this
change has led to a satisfactory result.
l customers for the IT services they use in l cost awareness, which function will make sure that the
which they relate are formally agreed and documented?
anagement.
. Local Management.
own Errors.
. An unknown cause of one or more incidents.
ry?
. All the software likely to be needed by in-house software developers and
. Authorized versions of all software used on the infrastructure. ceptance testing.
Resource Management are parts of which process?
agement
. IT Service Continuity Management
known error a request for change may be raised. The known error record may be closed when... A. A review of theB. The proposal for change is lodged with Change Management. C. The request for change is authorized by the Change Advisory Board. D. Incidents related to the known error don't occur any more. QUESTION 27 If a company decides to charge its internaorder to improve generacharges and the services to A. Service Level MB. Financial Management for IT Services. CD. Customer Management. QUESTION 28 Which statement best describes a Problem? A. One or more KnB. A known cause of one or more disruptions. CD. A Known Error with one or more incidents. QUESTION 29 Which best describes the contents of the Definitive Software Libra Amaintainers. B. Copies of all live software used on the infrastructure. CD. Software awaiting user ac QUESTION 30 Performance Management and A. Availability ManB. Capacity Management CD. Service Level Management QUESTION 31 Which one of the following is NOT a task of Capacity Management?
A. Monitoring overall performance of the IT infrastructure.
/ upgraded hardware.
Which of the following should be available at
. The Service Level Manager to take the heat out of any angry confrontations very
cripts. riate change schedule.
ialists.
. All of them.
. Problem Management & Capacity Management. nagement & Service Level Management.
& Financial Management for IT Services. . IT Service Continuity Management & Availability Management.
itions under which infrastructure components are maintained. . The ability of a Cl to be retained in or restored to a condition in which it can
ed functions.
ne or more
hich of the following are prime responsibilities of Availability Management? r and monitor the availability of IT services agreed in SLA's. ate the availability levels in SLA's.
tails of unavailability events. changes to the infrastructure to prevent failures of availability.
. 1 and 2.
. 1 and 4.
B. Sizing and or modeling of new applications. C. Procuring of newD. Assessing the possible benefits of new technology to the organization. QUESTION 32 A new service is to go live tomorrow. the Service Desk? 1quickly. 2. Support s3. The approp4. Network spec A. 1 and 4. B. 2 and 3. C. 1,2 and 3.D QUESTION 33 Risk Management is an essential part of one of the following pairs of functions, which pair? AB. Availability MaC. IT Service Continuity Management DAnswer: D QUESTION 34 'Maintainability' is best described as: A. The contractual condBperform its requirC. An umbrella term used to described serviceability, resilience and reliability. D. The ability of a set of configuration items to maintain a service when oof the CIs have failed. QUESTION 35 W1. To plan fo2. To negoti3. To record de4. To initiate AB. 3 and 4. C. All of them. D
QUESTION 36 The steps in the Incident Management process might best be described as:
rt and classification, investigation and iagnosis, resolution and recovery, closure.
ing, initial codification and allocation, maintaining customer
. First line incident support, day to day contact with users, business system support,
must a review take place after implementation of a change?
ent of the same type occurs again.
ing statements.
ervices and how they provide support for e business processes.
he impact codes are established in consultation with
en the various components in the infrastructure play an the impact.
re these statements correct? nd second
UESTION 39 th phone calls from customers who cannot
s it soon becomes clear that an important iled.
the Service Desk NOT responsible?
ion of incoming calls.
ABC Ltd. has insisted that each request for a new workstation h optimum efficiency and effectiveness. Which ITIL
this desired outcome?
. Change Management
. Customer Liaison
A. Incident recording and alerting, initial suppodB. Incident recordcontact, service recovery. Cmanagement reporting on IT services quality. QUESTION 37 In which cases A. If another incidB. Always. C. At the request of the person who submitted the change request. D. Randomly. QUESTION 38 Consider the follow1. To be able to define Service Desk impact codes, it is necessary to have information about the structure of the IT sth2. The criteria for determining tthe organization. 3. The relationships betweimportant role in determining AA. only the first aB. only the first and third C. only the second and third D. all three QA Service Desk is suddenly inundated wiwork any more. After questioning callersystem on a central UNIX server has faFor which of the following actions is A. The categorizatB. Identifying the cause of the failure. C. The prioritization of incoming calls. D. The escalation of the incidents. QUESTION 40 The management of installation be handled witprocess is designed to achieve AB
C. Problem Management . Service Level Management
MPLE PAPER SWERS)
=D
=A
=D
=C
D
SA 8 (AN
1 2 3 4 5=D =C =C =D
6
7
8
9=D 0=D 1=D 2=C
1
1
1
13=B
14=A
15=B
16=D
17=D
18=B
19=C
20=D
21=A
22=C
23=A
24=D
25=C
26=A
27=A
28=C
29=C
30=B
31=C
32=B
33=D
34=B
35=D
36=A
37=B
38=D
39=B
40=A
SAMPLE PAPER 9
QUESTION 1 How can Service Level Management use data from the incident register at the
nagement uses this data. . To draw up the Service Level Agreement (SLA).
eports about the number and nature of incidents in a certain period. the basis of the number of
level agreed upon has
Desk activity?
stomer.
UESTION 3
. An SLA is a contract drawn up by the IT department which states what the d may not do with his computer.
ue describes concisely and specifically the IT services that the IT nt can offer a customer.
hich of these statements is correct?
. Only the second
f services is disrupted and the speed with ust be remedied
. The degree to which the user indicates how quickly the incident must be resolved. t an incident has on the components of the IT infrastructure,
en agreed upon. ers and the speed with
UESTION 5 hich task is a Problem Management responsibility? . To co-ordinate all modifications to the IT infrastructure.
dents for later study.
ser needs and modify the IT infrastructure based on such needs.
Service Desk? Service Level MaAB. To draw up rC. To determine the availability of an IT Service, on incidents resolved. D. Together with other data to work out whether the servicebeen achieved. QUESTION 2 Which statement describes a ServiceA. To function as the first point of customer contact. B. To investigate the cause of disruptions for the cuC. To trace the cause of incidents. QConsider the following statements: 1customer may an2. A Service Catalogdepartme W A. Only the first BC. Both D. Neither QUESTION 4 What is the correct description of 'impact'? A. The degree to which the provision owhich this mBC. The effect thaincluding the consequences for the service that has beD. The effect that an incident has on the activities of the uswhich the incidents must be resolved. Answer: C QWAB. To record inciC. To approve all modifications made to the Known Error database. D. To identify u
QUESTION 6 The manufacturer claims that the new line of central mainframes can reach an MTBF
hat does this mean?
l every 5000 hours s.
ded with work. They hardly get a chance to manage of the reasons for this is that users approach them directly to f questions.
ction needs to be set up to improve this situation?
. Change Management Management
. Problem Management
guration Management Database (CMDB) may be updated only if an n for this:
hich process gives this order?
. Service Level Management
ement related to the Configuration Management Database
. Checks whether the change has been made in the CMDB. stigations into the degree of consistency in the CMDB.
nt with the data required to implement the
lements the change in the CMDB and informs Configuration Management
onsider the following statements: e IT infrastructure is always the result of a change of a Service
ice Level Agreement (SLA) exhibits many similarities to a procedure for a Request for Change (RFC).
re these statements correct?
of 5000 hours W A. That the mainframes have an average life of 5000 hours B. That the mainframes operate continuously for an average of 5000 hours C. That the mainframes will faiD. That the mainframe can operate continuously for a maximum of 5000 hour QUESTION 7 Network managers are overloathe network. Oneanswer all kinds oWhich ITIL process or fun AB. ConfigurationC. Error Control D. Service Desk E. Incident Management F QUESTION 8 Data in the Confiorder instruction has been giveW A. Change Management B. Configuration Management C. Service Desk D QUESTION 9 A change has taken place in the IT infrastructure How is Change Manag(CMDB)? Change Management... AB. Carries out inveC. Provides Configuration Managemechange in the CMDB. D. Impabout it. QUESTION 10 C1. A change in thLevel 2. A Servdrawing upA
A. Only the first B. Only the second
. Neither
s a
his produces data for which processes?
e Management . Availability Management, Capacity Management and Problem Management
nd Service Level Management ce Desk and Problem Management
he sequence of dealing with problems must be based on...
nstalled to replace an existing PC. The old PC is for the local area network. ble for registering this modification in the Configuration
anagement Database (CMDB)?
Management ent
. Release Management
a memory disk is in danger of becoming
e reports this to...
n information systems, a large financial ust be plans for the provision of IT services following
e service. hich process, therefore, should be implemented?
A. Availability Management
C. Both D QUESTION 11 The performance of the network in a large computer centre is monitored 24 hourday. T A. Availability Management, Capacity Management and ChangBC. Change Management, Financial Management aD. Financial Management, Servi QUESTION 12 T A. The category to which the problem belongs. B. The impact of the problem. C. The priority of the problem. D. The urgency of the problem. QUESTION 13 A new networked computer is iinstalled as a print server Which process is responsiM A. Change Management B. ConfigurationC. Problem ManagemD QUESTION 14 A computer operator establishes that completely full. H A. Capacity Management. B. Change Management. C. Planning & Control for IT ServicesD. Service Level Management. QUESTION 15 Because of its increased dependency oinstitution decides that there ma major interruption to thW
B. IT Service Continuity Management C. Service Level Management D. Service Management QUESTION 16 A printer in a department of an insurance office has broken down. Hardware Support
ta from Configuration Management about which of e following:
f the printer aintenance contract f disruptions the printer has experienced in the last six months
bove is correct?
. 1,2, and 3
of an
om the specified service levels
ach department
hich is the correct combination of concepts and ITIL processes? a. Availability Management b. Configuration Management c. Service Level Management d. Release Management
-d
. 1-c, 2-a, 3-d, 4-b
. Co-ordination of all changes to the IT infrastructure. f Requests for Change (RFCs).
database. lementing changes to the
hich of the following activities does the Service Desk undertake? Recording Incidents, Status Accounting
wants to approach the supplier of the printer to remedy the defect. Hardware Support can obtain dath1. The location o2. The type of m3. The number oWhich of the a A. Only 1 and 2 B. Only 1 and 3 C. Only 2 and 3D QUESTION 17 What information does the Service Desk provide to the IT managementorganization? A. All deviations frB. The growth of the IT infrastructure C. The time spent on investigation and diagnosis for eD. The number of incidents per category QUESTION 18 W1. CMDB 2. DSL 3. MTBF 4. SLA A. 1-a, 2-b, 3-c, 4B. 1-b, 2-d, 3-a, 4-c CD. 1-d, 2-c, 3-b, 4-a QUESTION 19 Which of these tasks is a task of Problem Management? AB. Classification oC. Approval of all changes / modifications made to the Known-ErrorD. Recognizing user's requirements and subsequently impIT infrastructure. QUESTION 20 WA. Error Control,
B. Impact determination, Problem Management, Verification roviding Management Information, Recording CIs
ent Information, Recording Incidents
ey features of all IT services are recorded in... talogue.
UESTION 22 a Release Management responsibility?
original versions of all authorized software within the organization. .
rtant element of Financial anagement?
of an IT service can be measured.
services can be influenced. pacity planning can be investigated.
hich of the concepts below belongs to IT Service Continuity Management?
. Vulnerability
What are the majority of these alls likely to include?
onfiguration Items (CIs). . Requests to the IT organization for user support.
n of priorities based on impact and
ement
C. Incident Management, PD. Incident Management, Providing Managem QUESTION 21 KA. The Service CaB. The Service Level Management Database. C. Service Level Requirements. D. Service Level Agreements. QWhich activity is A. To check whether any illegal software on computers within the organization. B. To store the C. To register where each software version is available QUESTION 23 Give one reason why charging for IT services is an impoMA. The availabilityB. The resources needed for an application can be determined. C. The use of IT D. Scenarios for ca QUESTION 24 WA. Serviceability B. Maintainability C. Resilience D QUESTION 25 The Service Desk has handled 2317 calls this month.c A. Modifications to Service Level Agreements (SLAs). B. Notices regarding modified CC QUESTION 26 For which ITIL process is the determinatiourgency an essential activity? A. Change ManagB. Configuration Management C. Financial Management for IT Services D. Service Level Management QUESTION 27
A user calls the Service Desk with a complaint that, when using a particular s occurs that breaks his connection to the network. Which
rocess has overall responsibility for tracing the underlying cause?
. Network Management ement
UESTION 28 mples below is NOT an example of a configuration item?
. A company's organization chart
ervice Level Requirements are used in the Service Level Management process. best describes what these Service Level Requirements represent?
r requires.
. A paragraph of the SLA with additional specifications required to execute the SLA.
itor. The IT departments, along with the IT es will be combined.
hich process is responsible for determining the required disk and memory space cations running in the combined IT infrastructure?
t
new disk unit has to be installed to solve a problem with making back-ups on the procedures for making back-ups have to be changed. Through
proval have to be given for carrying out the changes?
. Network Management
hat should be filled in for i, ii and iii?
application, an error alwayp A. Service Desk BC. Problem ManagD. System Management E. Incident Management QWhich of the exa A. A user manual BC. A systems update procedure D. A unique identification code QUESTION 29 SWhich statement A. The amount of defined IT service that the customeB. What the IT organization expects of the customer. C. The conditions required for the Service Level Agreement (SLA). D QUESTION 30 A steel company merges with a competinfrastructures of both companiWrequired for appli A. Application Management B. Capacity Management C. Computer Operations ManagemenD. Release Management QUESTION 31 Anetwork, and the which process does formal apA. Change Management B. Configuration Management CD. Problem Management QUESTION 32 Given the following formula: Availability percentage = ((i-ii)/iii)*100 w
A. I Reliability II Duration of fault III Agreed time of fault III Resilience
nce III Resilience II Resilience III Maintainability
tion of fault III Agreed time
egorization lementation
quests for change which sequence should these activities be carried out in order to implement a
nfrastructure in a controlled fashion?
. 1 -5-4-3-2
UESTION 34 not part of Financial Management for IT services?
. Procurement
ration of a given application that the version of the ftware installed on each of the computers on the network is the same.
esponsible for this?
36 nts.
. To determine the impact of change it is necessary to understand the structure of d the way they support
es concerned. lationships between the various components of the infrastructure play an
ole in determining the impact of change.
correct?
ond . Both
B. I Reliability II Duration C. I Maintainability II ResilieD. I MaintainabilityE. I Agreed time II Dura QUESTION 33 Consider the following activities: 1. Change cat2. Change imp3. Change review 4. Change scheduling 5. Filtering reInchange in the IT iA. 1-4-5-2-3 BC. 4-1-5-3-2 D. 5-1-4-2-3 E. 5-1-2-4-3 QWhich function is A. Budgeting B. Charging CD. Pricing QUESTION 35 It is important for the opesoWhich process is r A. Change Management B. Configuration Management C. Network Management D. Release Management QUESTIONConsider the following stateme1the IT services anthe business process2. The reimportant raAre these statements A. Only the first B. Only the secC
D. Neither QUESTION 37
Desk of an organization. A user calls up to say that his rminal does not function.
UESTION 38 ence when the Configuration Item (Cl) level is too high?
s cannot be analyzed because the information available is
is insufficient assurance that the information provided correctly reflects ality.
nstallation of new software releases, the network server
hich process is responsible for investigating the required disk space of the network
. Network Management
se Intranet and e-mail. As many 'images' are sent back nd forth over the network, its capacity needs expanding. hich process is suitable for approving this capacity expansion?
. Capacity Management
. Change Management
. Network Management . Problem Management
You work at the ServiceteThis is a (n)... A. Incident B. Known Error C. Problem D. Request for Change QWhat is the consequA. Certain parts of the infrastructure cannot be checked and managed properly. B. Certain probleminadequate. C. Therere QUESTION 39 To carry out the planned ineeds expanding. Wserver? A. Capacity Management B. Change Management CD. Release Management QUESTION 40 An organization starts to uaW ABCD
SAMPLE PAPER SWERS)
=D
=A
=B
=C
9 (AN
1 2 3 4 5=C =B =D =A
6
7
8
9=C 0=D 1=B 2=C
1
1
1
13=B
14=A
15=B
16=D
17=D
18=B
19=C
20=D
21=A
22=B
23=C
24=D
25=C
26=A
27=C
28=D
29=A
30=B
31=A
32=E
33=D
34=C 5=D
36=C
3
37=A
38=A 39=A
40=B
SAMPLE PAPER 10
QUESTION 1 What is the most important advantage an organisation should gain from establishing
. Only tested and certified software versions will be used in the organisation e Definitive Software Library has the option to decide which
. The end users can choose from a wide range of controlled and certified software
. The standard configuration for the Configuration Management Database (CMDB). of a standardized Configuration Item (Cl).
duct or service, to provide a basis for a configuration uditor regression.
nitive Software Library (DSL) in the
rage area for the original versions of all authorized software in use.
base (CMDB) for software.
greement with an external organisation in internal customer. Where would the agreement
e specified?
evel Agreement (OLA)
equirement (SLR) . Underpinning Contract (UC)
owing is
peak the same language.
. That they share a common means of recording information for analysis. ommon pool of problem solvers.
onfiguration Advisory Board. B. Physically managing software items.
a Definitive Software Library? AB. The owner of thsoftware is used in an organisation CD. A greater number of software versions can be offered to the end users. QUESTION 2 Which of the following best describes a Configuration Baseline? AB. A descriptionC. A set of Configuration Items (CIs) that is delivered once. D. A recorded snapshot of a proa QUESTION 3 Which statement defines the role of the DefiRelease Management process? A. A physical stoB. A reference manual that includes all software documentation. C. A registration tool for all software items. D. A type of Configuration Management Data QUESTION 4 Your Network Department has made an aorder to fulfill its agreement with its with the external organisation b A. Operational LB. Service Level Agreement (SLA) C. Service Level RD QUESTION 5 In an organisation with widely distributed Service Desk which one of the follmost important? A. That all staff sB. That all incidents recording is via the 24-hour clock. CD. That the Service Desk staff have access to a c QUESTION 6 Which task is the responsibility of Configuration Management? A. Convening the C
C. Installing equipment at the workplace. D. Recording the relationships between Configuration Items (Cls). QUESTION 7
s department. The status of the m "ordered" to "in stock". Which function is responsible
us?
. Financial Management for IT Services. gement.
ecurity is one of the significant elements of: agement.
the proposed changes are
. The likely impact on recovery plans. f not implementing the change. s required to implement the change. pact on capacity and performance.
. 1,2 and 3.
. All of them.
l?
. To figure out the details for work-around. wn Errors through the Change Management process.
. To register and manage Known Errors.
. To ensure that sufficient IT capacity exists to meet customer demands during the nt cycle.
at ed at minimum cost to the business.
A delivery of PC's is received in the goods inwardPC's has to be changed frofor recording this change of stat AB. Problem ManaC. Configuration Management. D. Change Management. QUESTION 8 SA. Capacity ManB. Availability Management. C. Resource Management. QUESTION 9 Which of the following statements are true? The Change Advisory Board (CAB) should ensure thatassessed for: 12. The effect o3. The resource4. The likely im ABC. 2,3 and 4. D. 1,2 and 4. QUESTION 10 What is the primary objective of error contro AB. To resolve KnoC. To recognize and register Known Errors. D QUESTION 11 The best Mission Statement for Capacity Management is: A. To ensure that cost justifiable IT capacity, matched to the agreed needs of the customers, always exists. Bcurrent procuremeC. To ensure that at times of peak demands, sufficient IT capacity exists and thsuch capacity is provid
QUESTION 12 tes a
. The Change Manager reports the change to Problem Management. anager reports the change to Incident Management.
hange Advisory Board. sents the change to the IT Manager.
active? . Control of Known Errors.
dent and problem analysis reports to identify trends. roblems in one service being replicated in another.
g the root cause of incidents.
. 1 and 4.
s operations support requests closed without requiring
. Availability Management. ement.
.
erence between Asset Management and
. Asset Management deals with the financial aspects of Configuration Items (CIs); agement only deals with the technical details of the infrastructure.
lso specifies the relationships between assets.
uence of events for fault resolution?
. Problem - Incident - Change - Known Error. lem - Change - Known Error
- Change.
When processing a Request for Change (RFC), the Change Manager initianumber of activities. Which action is required if this involves a complex change? AB. The Change MC. The Change Manager presents the change to the CD. The Change Manager pre QUESTION 13 Which of the listed tasks are regarded as pro12. Reviewing inci3. Preventing p4. Identifyin AB. 1,2 and 3. C. 2 and 3. D. 1 and 3. QUESTION 14 The percentage of businesfurther action is an effectiveness metric of: AB. Problem ManagC. The Service Desk. D. Service Level Management QUESTION 15 Which statement correctly describes the diffConfiguration Management? A. Asset Management only deals with what is owned; Configuration Management deals with everything in the infrastructure. B. Asset Management is a superset of Configuration Management because it includes non-IT assets such as chairs and tables. CConfiguration ManD. Configuration Management goes much further than Asset Management because it a QUESTION 16 Which of the following describes the normal seq AB. Incident - ProbC. Incident - Problem - Known ErrorD. Problem - Incident - Known Error - Change.
QUESTION 17 Consider the following statements:
ment. . SLAs should be regularly monitored and reports should be produced and
cts should be reviewed before SLAs are signed.
t. . 1 & 2 are correct.
ct.
the Service Level Requirement. Nevertheless they decide to troduce the new application.
le for the registration and processing of this shortcoming
. The application developers. gement.
ean Time Between Failures (MTBF)?
. Capacity Management tinuity Management
Availability levels will depend upon:
. Component expenditure. ilure.
ncident occurs . The Service Desk monitors problems throughout their lifecycles
ement is responsible for managing the resolution of problems
tivities is the Service Desk NOT responsible?
lysis
1. SLAs should define roles & responsibilities on both sides of the agree2circulated. 3. Underpinning contra A. None are correcBC. 2 & 3 are correD. All are correct. QUESTION 18 Customers find that during acceptance tests response times do not always meet the level specified ininWhich process is responsibafter 'Go live'? A. Capacity Management. BC. Problem ManaD. Service Level Management. QUESTION 19 Which ITIL process uses M A. Availability Management BC. IT Service ConD. Service Level Management QUESTION 20 Which of these is NOT true? A. Reliability of components. BC. Resilience to faD. Quality of maintenance / support. QUESTION 21 Which of the following statements is incorrect? A. Problem Management may be involved when a major iBC. Problem ManagD. Problem Management is responsible for Error Control QUESTION 22 For which of the following ac A. Impact ana
B. Root cause identification and prioritization
23 apacity Management activity?
. Demand Management ing
ollowing the release of a software upgrade to fix a known error, which area is hat the orrectly?
. Problem Management anagement
t changes due to unforeseen circumstances
er in the customer's organisation complains about the lack of progress eing made on a particular incident
e above could be valid reasons for the Service Desk to invoke escalation
. 2, 3 & 4
UESTION 26 ew of charges for services provided under an SLA.
n for this. Who will review this with the customer?
r . The Configuration Manager
el Manager
g is the last activity in the Problem Management process?
nagement . Log the problem
blem Record, having completed all Problem Management activities
C. CategorizationD. Escalation QUESTIONWhich of these is NOT a C A. Tuning BC. Application sizD. Maintainability QUESTION 24 Fresponsible for ensuring tCMDB has been updated c A. Change Management BC. Configuration MD. Release Management QUESTION 25 Consider the following situations: 1. An incident exceeds the downtime stipulated within a SLA 2. The business impact of an inciden3. The number of users impacted by an incident is greater than first thought 4. A senior usbWhich of thprocedures? A. All four BC. 1, 2 & 3 D. 1, 3 & 4 QA customer has requested a reviWithin the SLA there is provisio A. The IT Finance ManageBC. The Service LevD. The Change Manager QUESTION 27 Which of the followin A. The referral of any associated RFCs to Change MaBC. Closing the Pro
D. Initiating a review of the problem and its impact QUESTION 28
siness
. The IT department has made a decision that the risk of disaster is small oes not have time to be involved in preparing continuity plans
t assessment
a Problem Management responsibility?
ifecycle . Investigation & Diagnosis
ts for Change
ing decisions are based on:
. Business impact ce requirements and availability
ove are correct?
. All three
unt of an asset's value each year, usually a fixed percentage s?
. Discounted cash flow
hich of the following
A reflects the targets agreed with the customer . That the conditions in other SLAs can continue to be met
tential impact on existing IT Service Continuity plans ove, which are true?
. 2 & 3
D. 1 & 3
Which of the following justifications could be considered a valid reason for a bunot having any continuity plans for a specific IT service? A. The IT department does not have the skills for developing continuity plans BC. The business dD. A management decision has been made following a business impac QUESTION 29 Which of the following is NOT A. Ownership of an incident throughout its lBC. Raising RequesD. Maintenance of a known error database QUESTION 30 Change Management ensures that schedul1. Business urgency 23. ResourWhich of the ab A. 1 & 2 BC. 1 & 3 D. 2 & 3 QUESTION 31 Writing-off an equal amoof cost, is known aA. Transfer costsBC. Net book valueD. Depreciating QUESTION 32 When establishing a new SLA, or amending an existing one, wshould the Service Level Manager take into account: 1. That the new, or revised, SL23. The poOf the ab A. 1 & 2 BC. 1, 2 & 3
QUESTION 33 There is a network incident that affects 200 users. At the same time the ManagDirector's printer has broken and he wants to print a report n
ing ow. Which of the
llowing statements can be deduced from this information?
is insufficient information to determine which incident has the higher
anaging Director's printer must be fixed because of the higher business
priority than the Managing Director's printer ecause it affects a lot more people
hich of the following is NOT a concern of Resource Capacity Management?
ng new applications in order to assess their potential impact on the
. Use of alternative technologies
t process, once a change has been built, who ould undertake further testing?
ard . An independent tester
. Resource
ose listed above are techniques of IT Modeling?
. 1 & 4
known error occurs when:
curs that has not been diagnosed and for which a circumvention does
ircumvention exists of a problem has been implemented
fo A. Therepriority B. The Mimpact C. Both incidents have an equally high priority D. The network incident has a higherb QUESTION 34 W A. Differential charging for exceptional workloads B. Understandiinfrastructure C. Service resilience D QUESTION 35 Under an ITIL Change Managemensh A. The Change Builder B. The Change Manager C. The Change Advisory BoD QUESTION 36 Consider this list: 1. Analytical 2. Simulation3. Demand 4 Which of thA. 3 & 4 B. 1 & 2 C. 2 & 3 D QUESTION 37 A A. An error has occurred several times and has been passed to Problem ManagementB. An error ocnot yet exist C. A problem has been diagnosed and a resolution or cD. The resolution
QUESTION 38 Which of the following is NOT true?
the agreed level of confidentiality is a concern of Availability
gement should contribute to the design and development of new
tiates availability levels with customers to ensure
. Availability Management is concerned with the performance of hardware CIs
he term Variant' is best used to describe:
nt which has the same impact as an existing known error but a different
. The difference between forecast and actual resource usage
the following information:
r . Copy number
f the above details should be recorded for every Cl recorded within the
hem . 2 & 3
A. MaintainingManagement B. Availability Manasoftware products C. Availability Management negothat their requirements are met D QUESTION 39 T A. Unauthorized or illegal versions of software B. An incideroot cause C. A Cl based on another, but with minor amendments applied D QUESTION 40 Consider1. Type 2. Unique identifier 3. Version numbe4 Which oCMDB? A. 1 & 2 B. 1, 3 & 4 C. All of tD
SAMPLE PAPER 10 (ANSWERS) 1=A
2=D
3=A
4=D
5=C
6=D
7=C
8=B
9=B
10=B
11=A
12=C
13=C
14=C
15=D
16=C
17=D
18=C
19=A
20=B
21=B
22=B
23=D
24=C
25=A
26=C
27=C
28=D
29=A
30=B
31=D
32=C
33=A
34=A
35=D
36=B
37=C
38=C
40=A 39=C
SAMPLE PAPER
11
QUESTION 1 Which of the following is NOT a responsibility of the IT Service Continuity planning
am?
ice
service . Identifying the risks to an IT service
hich of the following abbreviations most accurately represents 'downtime'?
. MTBSI
s and Service Management processes?
. OLA D. Configuration Management
. 1-C, 2-D, 3-B, 4-A
hich of the following best describes 'reliability'?
ability of a service to remain functional even though some components have
. The ability of a Cl to be retained in, or restored to, an operational state
hich of the following activities is the responsibility of Change Management?
ed
e . Implementing a software change at a remote site
Management process, who initially assesses the ed change?
ard
te A. Outlining possible measures to protect an IT servB. Deciding the business criticality of an IT serviceC. Testing the plans for recovery of an ITD QUESTION 2 W A. MTTRB. CFIA C. MTBF D QUESTION 3 Which is the correct combination of term1. CMDB A. Availability Management 2. CFIA B. Release Management 3. DHS C. Service Level Management 4 A. 1-D, 2-C, 3-A, 4-B B. 1-D, 2-A, 3-6, 4-C C. 1-B, 2-A, 3-C, 4-D D QUESTION 4 W A. The combination of confidentiality, integrity and maintainability B. Thefailed C. The ability of a Cl to remain functional under given conditions D QUESTION 5 W A. Reviewing changes to ensure they have workB. Creating a change to rectify a known error C. Determining the release strategy for a major changD QUESTION 6 Within an ITIL compliant Change category of a proposA. Change Manager B. Change Advisory Bo
C. Change Requestor D. Change Implementer
h is that: le
convenient location
. Access to the site will be available immediately
hich of the following activities is NOT part of the release process?
ronment
onment . Moving software from the live environment to the DSL
ging business users a premium rate for using resources at peak times is known
g g
ging . Discounting
hich of the following statements best describes the Definitive Software Library?
ary containing all versions of software CIs in their definitive,
Is containing the latest version of every software Cl in a
ibrary, held securely on computer, containing the latest version of every ftware Cl
nd Service Management processes?
. Roll-outs D. IT Service Continuity Planning
. 1-C, 2-D, 3-B, 4-A
ne reason for building a Cost Model is so that:
QUESTION 7 An advantage of a gradual recovery portable approacA. Restoration of telecommunications will be simpB. It can be established in a C. It is the cheapest option D QUESTION 8 W A. Moving software from the DSL to the development enviB. Moving software from the DSL to the live environment C. Moving software from the development to the test envirD QUESTION 9 Charas: A. Peak resource charginB. Differential charginC. Notional charD QUESTION 10 W A. A secure software librquality controlled, form B. A logical library, held securely on computer, containing all versions of software CC. A secure, physical libraryquality controlled manner D. A logical lso QUESTION 11 Which is the correct combination of concepts a1. Risks A. Capacity Management 2. Reliability B. Release Management 3. Thresholds C. Availability Management 4 A. 1-B, 2-A, 3-D, 4-C B. 1-C, 2-A, 3-D, 4-B C. 1-D, 2-C, 3-A, 4-B D QUESTION 12 O
A. Charges will reflect what the market will bear B. It can be related directly to its constituent units C. The costs of IT can be aligned to business activities
. It is easy for IT to calculate
terms of IT Service Continuity Management, a 'Reciprocal Arrangement' means:
tion using similar technology . Not having more than one other site to move to
hich of the following is NOT an aim of the Release Management process?
e content of software releases, through liaison with Change
tive procedures for the distribution of changes to
. To prevent software viruses entering the organisation
isk assessment is NOT a major part of which of the following processes?
anagement
. Availability Management
he following is most involved with the day-to-day provision of quality rvices?
lopment
. Service Support
an ocument might the Service
esk's agreement to this requirement be recorded?
ent
. An underpinning third party contract
hich of the following is NOT part of the role of the Service Desk?
D QUESTION 13 In A. Taking the best of all other approaches B. Having a mirrored service in another location C. Entering into an agreement with another organisaD QUESTION 14 W A. To assess the impact of software changes B. To agree thManagement C. To design and implement effecsoftware across the organisation D QUESTION 15 R A. Service Level Management B. IT Service Continuity MC. Change Management D QUESTION 16 Which of tse A. Customer Services B. Applications DeveC. Service Delivery D QUESTION 17 The Service Level Manager requires confirmation that the internal Service Desk canswer Customer calls within 10 seconds. In which dD A. Internal Specification Sheet B. Operational Level AgreemC. Service Level Agreement D QUESTION 18 W
A. Providing support to the user community
n IT services and users . Monitoring the progress of incidents
T normally be regarded as one of the major input ost elements of an IT service?
dation
. Cost Model
ems of information stored in the CMDB relating to a specific Cl are known as:
ts
. Characteristics
of the following lists best describes the key attributes needed by Service Desk taff?
interpersonal skills
. Well presented; technical specialist; numerate; good interpersonal skills
sponsible for ensuring the organisation is aware of ew and changing technology?
Services . Configuration Management
hich incidents should be logged by the Service Desk?
ers xcept simple enquiries
. All incidents
does Configuration Management provide to the IT management of n organisation?
B. Resolving the root causes of incidents C. Acting as day-to-day interface betweeD QUESTION 19 Which of the following would NOc A. AccommoB. Transfer C. Software D QUESTION 20 It A. ComponenB. Features C. Attributes D QUESTION 21 Which S A. Good interpersonal skills; tenacious; technically astute; firm B. Business aware; articulate; methodical; tolerant; goodC. Logical; methodical; tenacious; forthright; analytical D QUESTION 22 Which of the ITIL processes is ren A. Capacity Management B. Change Management C. Financial Management for ITD QUESTION 23 W A. Only incidents not resolved at logging B. Only incidents from bona fide customC. All incidents eD QUESTION 24 What information a
A. Variations from the agreed service levels B. Time spent on investigation and diagnosis by each support group
ory . Details and history of the IT infrastructure
be different types of release. Which one of e following statements is true?
oftware
. A Full release releases the 'normal release unit' into the live environment
1. U arry out a required function under
omponents can be carried out . Negotiating availability levels with customers
is correct?
2
. Only 1 & 3
d ITIL processes?
g . Confidentiality D. Service Level Management
. 1-b, 2-d, 3-c, 4-b
n ch of the items below would NOT normally be regarded as a Cl?
oftware package . A procedure
relation to IT Service Continuity Planning, the severity of a disaster depends upon:
C. Number of incidents and problems per categD QUESTION 25 The words Delta, Full and Package descrith A. A Package release contains hardware and sB. Urgent changes are always Delta releases C. A Delta release is only ever part of a Package release D QUESTION 26 Availability Management is responsible for:
nderstanding the reliability of components to cgiven conditions over a certain period of time
2. The ease with which maintenance of service c3 Which of theseA. Only 2 & 3 B. Only 1 & C. 1, 2 & 3 D QUESTION 27 Which is the correct combination of concepts an1. Cl level A. Availability Management 2. Disaster B. Configuration Management 3. Risk Analysis C. IT Service Continuity Plannin4 A. 1-b, 2-c, 3-c, 4-a BB. 1-d, 2-c, 3-a, 4-a C. 1-d, 2-d, 3-a, 4-b D QUESTION 28 A Configuration Management Database (CMDB) can contain different ConfiguratioItems (CIs). WhiA. A user name B. A video monitor C. A bought-in sD QUESTION 29 In A. The time of day it occurs
B. How many people are available to assist in recovery etc
. The impact upon customers' businesses
etween a CMDB {Configuration Management Database) nd a typical asset register?
zed system - most asset registers are not
. A CMDB is a database that shows the relationships between items
a technique used by Capacity Management. Why is Application izing Important?
d
. The resources needed for an application and its performance can be predicted
hen can the building, testing and implementation of a change begin?
s been classified
e impact analysis has been discussed by the members of the Change
. As soon as the Request for Change has been formally authorized
s the relationship between Change anagement and Configuration Management?
o dependencies between Configuration Management & Change
s implemented without Configuration Management; the
ent gement and Configuration Management must be implemented
multaneously
nnot:
. Recover costs related to usage, should you so wish
he above is true?
C. The type of disaster, whether flood, fire, D QUESTION 30 What is the main difference ba A. A CMDB is a computeriB. There is no difference C. Only hardware and software is recorded in a CMDB D QUESTION 31 Application Sizing isS A. The availability of an IT service can be measureB. The use of an IT application can be controlled C. The maintenance of technical skills is important to application developers D QUESTION 32 W A. If it is urgent, as soon as the Request for Change haB. As soon as there is a back-out plan for the change C. As soon as thAdvisory Board D QUESTION 33 Which of the following statements best describeM A. There are nManagement B. If Change Management iresult will be less effective C. Change Management cannot be implemented without Configuration ManagemD. Change Manasi QUESTION 34 Without a good Accounting System you ca1. Know the full cost of services provided 2. Judge the efficiency of Problem Management 3 Which of tA. 1.2&3 B. 1 & 3 only
C. 1 & 2 only
rocesses would you be most likely to use a risk d?
vice Continuity Management
. Service Level Management & IT Service Continuity Management
s other than Incident Management re involved in achieving a structural solution?
nt Management
Management . Only Problem & Release Management
ercentage availability is calculated as:
. Agreed Service Time / ((Agreed Service Time - Downtime) x 100)
hat is the difference between a Problem and a Known Error?
own Error there is a fault in the IT Infrastructure, with a
. In the case of a Known Error the underlying cause of the Problem is known
ollowing are direct advantages of entering into Service Level
e IT customer and the provider should be aligned
. The number of changes that have to be backed out will decrease
QUESTION 35 In which two Service Management panalysis and management methoA. Change & Cost Management B. Availability Management & IT SerC. Incident & Change Management D QUESTION 36 Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. On several occasions they have found that when a certainmodem had been installed, communication was unsatisfactory. A temporary solutionto this fault has been identified. Which processea A. Change, Configuration, Release & Problem ManagemeB. Only Configuration, Problem & ReleaseC. Only Change & Release Management D. Only Change, Release & Configuration E QUESTION 37 P A. (Downtime x 100) / Agreed Service Time B. (Agreed Service Time x 100) /Downtime C. ((Agreed Service Time - Downtime) x 100) / Agreed Service Time D QUESTION 38 W A. A Known Error is always the result of an Incident, a Problem is not B. There is no real difference between a Problem and a Known Error C. In the case of a KnProblem there is not D QUESTION 39 Which of the fAgreements? 1. The expectations of both th2. Fewer incidents will occur 3. Unambiguous measurements of service provision will be provided 4 A. 2 & 4 B. 1 & 2 C. 3 & 4 D. 1 & 3
QUESTION 40 Students at a college can send in their course work from their home PC via the telephone Network. They can then check the results on their PCs. A student needs an existing set of programs that can be configured for the particular course that thstudent is following. Which proc
e ess is responsible for the correct configuring and
ansmission of the programs?
ent D. Network Management
tr A. Release Management B. Change Management C. Configuration Managem
SAMPLE PAPER 11 (ANSWERS) 1=B
2=A
3=B
4=C
5=A
6=A
7=B
8=D
9=B
10=A
11=C
12=C
13=C
14=A
15=A
16=D
17=B
18=B
19=D
20=C
21=B
22=A
23=D
24=D
25=D
26=B
27=A
28=A
29=D
30=D
31=D
32=D
33=B
34=A
35=B
36=A
37=C
38=D
39=D
40=A
SAMPLE PAPER 12
QUESTION 1 Consider the following statements: 1. ITIL processes should be implemented in such a way that the contribution to the organisation is not only clear but also actually achieved 2. A characteristic of the ITIL approach is that a department is given responsibility for the Service Support and Service Delivery processes, so that the resources allocated can be used as efficiently as possible Are these statements correct? A. Both B. Only 2 C. Neither D. Only 1 QUESTION 2 Consider the following metrics: 1. Number of incidents closed on without onward referral 2. Number of incidents correctly categorised at logging 3. Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk? A. All three B. 1 & 2 C. 1 & 3 D. 2 & 3 QUESTION 3 Which of the following data is least likely to be used in the incident control process? A. Incident category B. Make/model of faulty item C. Impact code D. Cost of faulty item QUESTION 4 One of the objectives of Problem Management is to minimize the impact of problems on IT Services. Which one of the following activities is NOT a responsibility of Problem Management? A. Working with third party suppliers B. Working with Availability Management to ensure agreed levels of service availability C. Known Error management D. Always taking charge of difficult incidents QUESTION 5 A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?
A. A presentation to the board of directors to explain the importance of Problem Management B. Implementation of the Problem Management process C. The selection of an appropriate tool to log all incident data more accurately D. The introduction of a single Service Desk number so customers know who to contact QUESTION 6 Consider the following statements: 1. Customers should always be invoiced for the IT services they use 2. The only reason services are charged for is to make customers aware of the costs involved in using those services Are these statements correct? A. Both B. Only 1 C. Neither D. Only 2 QUESTION 7 How frequently should CAB/EC meetings be held? A. Daily B. Monthly C. Weekly D. As required QUESTION 8 Consider the following statements about IT Service Continuity Planning: 1. The intermediate recovery external option offers a remote installation, fully equipped with all the required hardware, software, communications and environmental control equipment 2. The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to over-subscription Are these statements correct? A. Both B. Neither C. Only 1 D. Only 2 QUESTION 9 In Availability Management terms, what do the letters CIA stand for? A. Component Impact Analysis B. Confidentiality, Integrity and Availability C. Configuration Item Availability D. Central Intelligence Agency QUESTION 10 Which of the following is NOT the concern of IT Financial Management?
A. Telephone charges B. Invoicing C. Differential charging D. Reviewing IT service quality QUESTION 11 If a customer complains that service levels are below those agreed in the SLA, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated? A. The Incident Manager B. The Capacity Manager C. The Problem Manager D. The Availability Manager QUESTION 12 Which of the following statements on IT Financial Management is correct? A. The IT Financial Manager identifies the costs incurred by IT and might propose prices for the services supplied B. In order to be able to set up Budgeting and Accounting, SLAs and OLAs need to have been agreed C. It is only possible to be cost conscious if the customer is charged for services D. IT Financial Management must agree charges with the customer before establishing a Cost Model QUESTION 13 Managing service availability is now more important than ever because..... A. The dependence of customers on their IT has grown B. System Management tools can now provide much more real time performance management information C. More IT systems are now outsourced D. More service providers now have Service Level Agreements with their customers QUESTION 14 Which of the following can be regarded as CIs? 1. Hardware 2. Documentation 3. Staff 4. Software 5. Network components A. 1, 4 & 5 B. 1, 2, 4 & 5 C. 1 & 4 D. All of them QUESTION 15 Your organisation has just entered into a Gradual Recovery IT Service Continuity agreement. Within the ITIL definition, which of the following lists is INCORRECT for what you could find at the contingency site?
A. A building, electricity, telecommunications equipment, office space for technical staff B. Stand-by generator, telecommunications equipment, system manuals, support staff, water C. A building, telecommunications equipment, a computer, support staff, documentation D. A building, electricity, water, support staff, system manuals QUESTION 16 A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. The change involved extending the "stock number" field by two positions. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing. What is the best possible solution to be adopted by Problem Management when handling the error? A. The errors are reported and, because the underlying cause is known, handled by Change Management as a Request for Change with the status of 'urgent change' B. The errors are reported as Problems at the Service Desk and, because manufacturing is involved, are directly introduced as Changes C. The errors are reported as incidents to the Service Desk and after some research they are identified as Known Errors, which can then be changed D. The errors are reported as Incidents and a Problem is identified. After the cause of the error has been established and a temporary workaround found, it is labeled as a Known Error that can be corrected by raising a Request for Change QUESTION 17 Which if the following would you NOT expect to see in an IT Service Continuity Plan? A. Contact lists B. The version number C. Reference to change control procedures D. Full Service Level Agreements QUESTION 18 Consider the following statements: 1. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2. Change Management controls all aspects of the change process Which of these statements is true? A. 1 B. Neither of them C. 2 D. Both of them QUESTION 19 Differential charging is a technique used in.................
A. FTA B. Status Accounting C. Demand Management D. CRAMM QUESTION 20 One of Release Management's tasks is to set up a DHS. Which statement most closely describes the DHS? A. A DHS is a number of physical locations where baselines are stored B. Before setting up a DHS a tool should first be purchased for releasing the hardware into the live environment C. A DHS is an area set aside for the secure storage of definitive hardware spares D. A DHS is a database in which all definitive hardware Configuration Items are recorded QUESTION 21 Service Desk staff need: 1. A good telephone manner 2. Some technical appreciation of the supported services 3. Awareness of the likely business impact of service incidents A. 1 & 2 B. 1, 2 & 3 C. 2 & 3 D. 1 & 3 QUESTION 22 Which of the following can be OMITTED from an urgent software release in exceptional circumstances? A. Undertaking full testing B. Updating the CMDB C. Incrementing the version number D. Putting the amended version in the DSL QUESTION 23 A good Incident Management process will: A. Ensure that error corrections are treated as urgent changes B. Diagnose the underlying cause of incidents quickly C. Restore normal service operation as quickly as possible following an incident D. All of the other answers QUESTION 24 The primary responsibility of Incident Control is: A. Keeping customers informed of future problems B. Matching incidents with known errors C. Restoring service following incidents D. Raising multiple incidents to Problem Management
QUESTION 25 Which of the following statements best describes the level to which CIs would normally be broken down? A. The lowest possible level B. The level at which they will be independently installed, changed or replaced C. The level which best facilitates the identification of the root cause of all System incidents D. The level at which it is possible to identify the suppliers of all subcomponents QUESTION 26 Which of the following activities is NOT the responsibility of Problem Management? A. Coordinating major problem reviews B. Determining the root cause of incidents C. Providing management information on incidents, problems and known errors D. Implementing error resolutions QUESTION 27 Which of the following statements is FALSE? A. Charging is required in order to cost IT services B. Budgeting and accounting for IT services is essential for effective Service Management C. It is better to budget and account for IT services before implementing charging D. Charging may lead to the recovery of costs QUESTION 28 Which of the following is necessary in order to start IT Services Continuity Planning? A. Include continuity measures in Change Management procedures B. Identify appropriate countermeasures C. Conduct a business impact analysis D. Establish a contract with an intermediate recovery provider QUESTION 29 Status Accounting is an important part of which process? A. IT Financial Management B. Change Management C. Incident Management D. Configuration Management QUESTION 30 Which of the following is NOT a technique usually associated with Availability Management? A. Auto error detection B. Duplexing C. Analyzing data D. Queuing theory
QUESTION 31 Which of the following statements is true? A. Service Level Agreements are between user departments and technical support providers and are written in business language B. Operational Level Agreements are between internal service providers and may be written in technical language C. Operational Level Agreements are between Service Level Management and external providers and are written in business language D. Service Level Agreements are between user departments and Service Level Management and are written in technical language QUESTION 32 Which is the correct combination of concepts and Service Management processes? 1. Vulnerability A. Availability Management 2. Maintainability B. Capacity Management 3. Resource C. Problem Management 4. Impact D. IT Service Continuity Planning A. 1-D, 2-A, 3-B.4-C B. 1-B.2-A, 3-C.4-D C. 1-C, 2-D, 3-B, 4-A D. 1-D.2-C, 3-A.4-B QUESTION 33 Problem Management includes several core activities. Which one of the following most accurately summarizes these? A. Problem control, error control, management reporting B. Identification, control, status accounting, verification C. Incident control, severity analysis, support allocation, reporting D. Identification, severity analysis, support allocation, investigation QUESTION 34 The Service Desk is unable to deal with a customer's enquiry. What action should they take? A. Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep customer informed B. Tell them to ring back if it happens again C. Log the details and inform the customer of the incident number. Suggest they ring back if they have not heard within 48 hrs D. Suggest the customer contacts a third party QUESTION 35 When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which of these is it essential to include in the section of the plan that deals with the return to normal working? A. Removal of data from standby equipment
B. A list of contacts for the emergency suppliers C. Bonus payments for staff involved in the disaster D. Creation of an updated version of the IT Service Continuity Plan QUESTION 36 Which of the following best describes why an SLA should contain definitions of terms? A. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable B. To ensure that both the customer and IT can unambiguously understand the terms in the SLA C. To make sure that all clauses in the SLA make sense D. To ensure that the customer's understanding of a particular term is the one meant in the SLA QUESTION 37 Which of the following would NOT normally be discussed in a typical service review with a customer? A. Authorization for changes to the service B. Service performance trends C. Corrective actions to be taken D. Customer satisfaction with the service QUESTION 38 Which of the following will NOT be provided by a good Service Desk? A. Reduced requirement for IT knowledge throughout the user community B. Effective correction of the root cause of incidents C. Early warning of potential business IT operational failures D. Keeping customers informed QUESTION 39 Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical systems running on a mainframe? A. Cold standby facility to be located in the car park B. Reciprocal arrangement with a local company C. Hot standby at a site some distance away D. Dormant contract with a mainframe supplier QUESTION 40 Impact assessment is NOT normally part of which of the following processes? A. Problem Management B. IT Service Continuity Planning C. Incident Management D. Service Level Management
SAMPLE PAPER 12 (ANSWERS) 1=D
2=B
3=D
4=D
5=B
6=C
7=D
8=A
9=B
10=D
11=C
12=A
13=A
14=D
15=C
16=D
17=D
18=D
19=C
20=C
21=B
22=A
23=C
24=C
25=B
26=D
27=A
28=C
29=D
30=D
31=B
32=A
33=A
34=A
35=A
36=B
37=A
38=B
39=C
40=D
MEMORY AID
This memory aid is designed to act as a study supplement in order to remember certain key points. This memory aid does not cover the entire ITIL foundation exam syllabus. Use of Recommended ITIL study text is always recommended.
SERVICE DESK
FEATURES
• The Service Desk is a SINGLE CENTRAL POINT OF CONTACT • It is an Invaluable source of MANAGEMENT INFORMATION • BUSINESS OPERATIONS SUPPORT • USER INTERFACE WITH IT
SERVICE DESK OPTIONS Single User PC Multi-User System Virtual Desk Central Desk Local (Distributed desk) IMPORTANT DEFINITIONS INCIDENT – This is a Single occurrence of a difficulty affecting normal service to
users when they contact the Service Desk PROBLEM – This is the UNKNOWN underlying cause of one or more Incidents or
the major cause of an incident or multiple incidents KNOWN ERROR – This is a problem which has been diagnosed and for a which a
resolution or circumvention exists EXAMPLES OF SERVICE DESK METRICS Incidents – totals, categories, priorities, impacts, etc Incidents Resolved by Service desk Incidents resolutions times, totals, categories, priorities, impacts etc Incidents open and closure categories Incidents against a particular CI Incidents linked to problems Incidents linked to RFCs SERVICE DESK INCIDENT (ATTRIBUTES)
• Incident Number • Description • Logged By, Date and Time • Initiator Name, Telephone Number, Location • CI’s affected • Impact • Categories (Open and Close) • Passed to • Incident Log • Status and History • Closed By, Date and Time
CONFIGURATION MANAGEMENT The Basic Processes of Configuration Management can be remembered by the following acronym (Perhaps I Can See Vampires) Planning Identification Control Status Accounting Verification Logical Representation on how the processes relates to Change Management and the CMDB?
CMDB Concepts
Incident
Change
Problem
Implement
Configuration Management Database (CMDB)
Hardware
Software
Staff
Documentation
Configuration Items (CIs) Attributes Relationships License Management Lifecycle Variant Baseline CMDB SET-UP ACTIVITIES Implementation Plan Design of the CMDB Determine the Level of CI Registration of CIs Design for Growth Pilot Study CMDB ON-GOING ACTIVITIES Make active Perform consistency check (DSL, DHS and Actual) Regular Audits Adhoc Audits Status Code
PROBLEM MANAGEMENT There are 4 Elements of Problem Management and they can be remembered by the Acronym (People Eat Mushrooms Properly) The Four Elements are: Problem Control Root Cause of Incidents Error Control Matching Problems to Known Errors Management Info Incidents / Errors / Problems, also Reviews Proactive Problem Management Trend Analysis, preventative and Maintenance measures METRICS Incidents Problems MTBF (Mean Time Between failures) Number of breaks Incident Resolution Times Recovery Time
RELEASE MANAGEMENT Basic Elements of Release Management include: DSL (Definitive Software Library): Single physical/logical secure software library. The
DSL must have an off-line, off site, authorized access only. DHS (Definitive Hardware Store): Must be at “live” level for hot swaps and
temporary spares RELEASEFull Release: All components of the release are built, tested, distributed and
implemented together Delta Release: Only the CIs that have changed since the last release are
included Package Release: Individual releases (both full and delta) grouped together to
form a package for release. Urgent Release: These are releases that are urgent DISTRIBUTION: This include processing software from build test and build to the
live environment IMPLEMENTATIION: Deploying software into live operation on live sites METRICS Software releases causing incidents and problems Backed out software releases Software Releases not in CMDB/DSL Software Releases to schedule Illegal/Unlicensed Software Software viruses
CHANGE MANAGEMENT (CAB) CHANGE ADVISORY BOARD: Possible members include the following
• Change Manager (chairing the process) • Relevant IT Service staff • Suppliers, maintainers and developers • Customers and users • Office services and other non-IT supporting services • Experts/Technical consultants
Change Manager duties are to
• Chair the Change Advisory Board Meeting • Review all RFCs • Filter RFCs and categorise • Maintain forward schedule of change with CAB
CAB duties include
• Maintain forward schedule of change with the CAB • They Review all the RFCs submitted by the Change Manager • Determining the impact of the RFCs • Estimating the possible costs of RFCs • Service outage Analysis • Business Impact Analysis (BIA) • Analyse the Impact of not carrying out the Change
CHANGE MANAGEMENT PROCESS RFC Initiate Filter Prioritise Assess and categorise into (minor/Significant/Major) Authorise/Reject Build Test Implement Review for success Close URGENCY OF CHANGE Testing (ITIL Framework advises it but it is omissible) Documentation (after the process is completed) Update the CMDB (after the process is completed)
FINANCIAL MANAGEMENT Key Concepts PRICING - Pricing us derived from the Charging policy adopted. The
Steering group is responsible for this CHARGING - This is the recovery of IT Costs in an equitable manner in
order to balance costs. Whether to charge or not is OPTIONAL.
COSTING - This is to determine the TRUE cost of IT. Costing is
MANDATORY BUDGETING - The process of understanding and identifying the funding
requirements of IT. CHARGING The Charging policy must be fair and must be understood by both parties. It must also be simple and realistic. Charging policies include the following
• Cost: i.e. Price=cost • Cost Plus: i.e. Price=cost +/- (X %) • Going Rate i.e. Price is comparable with other internal departments’
costs within the organization or with similar organizations. • Market Rate i.e. Price matches that are charged by external suppliers • Fixed Price i.e. A set price is agreed for a set period with the customer
based on anticipated usage. • Notional (shadow)
METHODS OF RECOVERY 1. Direct Recovery recovered from Dedicated services 2. Indirect Recovery recovered from Resource Usage e.g. CPU usage recovered from Output related e.g. Payslip, Invoice, etc recovered from Apportionment e.g. Equal split/weighted ratio COST UNITS (P.A.T.H.E.S) People Accommodation Transfer Hardware External Software COST CATEGORIES
• Capital/Purchase (Fixed assets e.g. computer equipment, buildings, plants etc)
• Operational (Running/Ongoing/Current) (Maintenance cost, Rental/Lease, Salaries day to day expenditure)
• Direct (Hardware, Software, Print Runs) These are costs that can be attributable to a particular service/customer
• Indirect (Lighting, Heating Insurance etc) These costs can not often be attributed to a single service/Customer therefore the costs are apportioned by preset percentages)
• Fixed - Unavoidable costs e.g. Standing charges • Variable – These often vary e.g. Wages for temp staff, Utility bills
IT SERVICE CONTINUITY MANAGEMENT There are 4 Stages (I Remember Indian Oranges)
1. Initiation 2. Requirement and Strategy 3. Implementation 4. Operational Management
IT CONTINGENCY MEASURES
• Immediate Recovery (Hot Standby) – Instantaneous or within 24 hours • Internal (Development Machine) • External (usually a mirrored site) • Mobile (a mobile node)
• Intermediate recovery(warm recovery) – This requires 24-72 hours preparation • Room with the Kit
• Gradual Recovery (cold standby) • Empty Room with power and Network points – No kit!!!
• Partial Measures • Manual back-up • Reciprocal arrangement (organizations agreeing to back each other up in an
emergency) • Dormant Contracts • Insurance and Salvage • Do Nothing (This is a cheap method, also known as Normal recovery, rarely
used) • Reciprocal • Fortress
DISASTER RECOVERY TEAM MEMBERS
• Coordinator • Implementation Team • Office Services • Audit • Office Services • Contract Support • Service Desk • Senior Management • Security Officer • Network Team
IT SERVICE CONTINUITY PLAN
• Project Initiation • Catalogue all services • Understanding contingency measures • Business impact analysis • Analysis of Risk • Produce a strategy • Size services • Contractual analysis • Produce the contingency plan • Test the contingency plan • Maintain the plan
AVAILABILITY MANAGEMENT AVAILABILITY: %age of agreed service hours for which the service is available RELIABILITY: This is the prevention of failure, and the ability of components to
perform a required function MAINTAINABILITY: The ability for these services to be restored to their normal
operation SERVICEABILITY: These are contractual considerations pertaining to reliability and
maintainability SECURITY: Ensuring services are available only to authorized personnel (also try
to remember (CIA - Confidentiality, Integrity, Availability) AVAILABILITY MANAGEMENT METRICS MTBF – Mean Time Between failures MTTR – Mean Time to Repair/Recover MTBSI – Mean Time Between System Incidents MTBSF – Mean Time Between System Failures TECHNIQUES IN AVAILABILITY MANAGEMENT
• Redundancy • Triangulated Network • Dual access • Duplex files and disks • Mirroring • Auto error detection
INCIDENT LIFECYCLE (DDRRR)
1. Detect 2. Diagnose 3. Repair 4. Recover 5. Restore
QUIZ
QUESTION 1 True or False: Activities within the Capacity Management process are all reactive. True False QUESTION 2 A Known Error is best defined as? An Incident or Problem for which the root cause is still under investigation but a work around does exist. An Incident or Problem for which the root cause is known but for which a work around is still not known An Incident or Problem for which the root cause is known and for which a temporary work around has been identified. An Incident or Problem for which the root cause is not yet known but for which a temporary work around has been identified. QUESTION 3 Which of the following are examples of Service Requests? (Select 3) Request to change a password Request to extend Service Hours Request to add more Memory to Desktop PC. Request to add more Memory to a Server Request to resolve MS Exchange connectivity issue. QUESTION 4 What does CAB/EC stand for? Change Advisory Board/Evaluation Committee Change Advisory Board/Emergency Committee Change Advisory Board/Emergency Control Change Advisory Board/Executive Committee QUESTION 5 True or False; All Changes should be reviewed by Change Management following a predefined period after implementation. True False QUESTION 6 Back-out plans should be provided for which of the following types of Releases? 1. Delta 2. Package 3. Full 1only 2 only 2 & 3 3 only 1, 2 & 3 QUESTION 7 A Release is best described as: A collection of authorized Changes to an IT Service The portion of the IT infrastructure that is normally released together
The delivery, installation & commissioning of an integrated set of new or changed CI's across logical or physical parts of an organisation. QUESTION 8 At a job interview for an IT Service Continuity Manager position, the CTO asks you to run through the 4 stages of the Business Continuity Lifecycle. What is the correct sequence of phases? 1. Requirements & Strategy 2. Initiation 3. Implementation 4. Operational Management 1. Operational Management 2. Initiation 3. Requirements & Strategy 4. Implementation 1. Implementation 2. Initiation 3. Operational Management 4. Requirements & Strategy 1. Initiation 2. Requirements & Strategy 3. Implementation 4. Operational Management QUESTION 9 Consider the following statements: 1. IT Service Continuity forms part of the overall Business Continuity Process 2) Business Continuity Management is concerned with ensuring the continuation of the Critical Business processes in the event of a disaster. 3) Testing is a critical part of the overall ITSCM process. Only statement 1 is true Both 1 & 3 are true All statements are correct Only statement 2 is correct QUESTION 10 Which ITIL discipline aims to maintain & improve IT Service quality through a regular cycle of agreeing, monitoring & reporting. Capacity Management Configuration Management Service Level Management Release Management Availability Management QUESTION 11 Which of the following is not a benefit of SLM? (Select 2) Accurate cost information to support IT Investment Improved Service quality through Remedial action identified through continued Service Monitoring. Improved IT Service Design to meet SLR's Reduced business impact caused by Incidents through timely resolution. QUESTION 12 Which of the following are responsibilities of the Service Desk? (Select 3) Incident Matching Incident cause analysis Provider Users with progress updates Updating the Known Error Database
Functional Escalation QUESTION 13 Match the following Recovery periods with the relevant Recovery Option. i) > 72 hours ii) 24 - 72 hours iii) < 24 hours Immediate Recovery = i Intermediate Recovery = ii Gradual Recovery = iii Immediate Recovery = ii Intermediate Recovery = i Gradual Recovery = iii Immediate Recovery = iii Intermediate Recovery = ii Gradual Recovery = i Immediate Recovery = i Intermediate Recovery = iii Gradual Recovery = ii QUESTION 14 What does CMDB stand for & what is it used for? Configuration Maintenance Database, used for recording all maintenance on Configuration Items and their relationships to other items. Continuity Management Database, used to record all details pertaining to IT Service Continuity Management Configuration Management Database, used to records all information relating to Configuration Items and their relationships to other items. Continuity Maintenance Database, used to record all information relating to IT Service Continuity QUESTION 15 Some of the key benefits of providing a well established Service Desk include: 1. Improved Customer Satisfaction 2. Less likelihood of changes failing 3. The provision of more accurate information for Management 4. A single point of contact for customers 5. More efficient usage of support resources 1, 2 & 3 1, 3, 4 & 5 1, 4 & 5 All are benefits a Service Desk will provide None are benefits that a Service Desk will provide QUESTION 16 True or False: Infrastructure Monitoring will provide support teams with alerts directly allowing for faster resolution. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this. Typically the incident will be resolved automatically before the customer recognizes it. True False QUESTION 17 Of the below statements which is the best definition of Service Management Managing service & support to ensure customer expectations are managed and met or exceeded.
Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used. Proper use of People, Process and Technology ensuring that IT Service Delivery fulfils business requirements in an efficient and effective manner. QUESTION 18 In terms of Geography, what are the 3 classifications of Service Desk type? Localized, Centralized, Outsourced Centralized, Outsourced, Expert Localized, Centralized, Expert Localized, Centralized, Virtual QUESTION 19 With regard to the relationship between the Incident Management process & the Problem Management process, validate the below statement. "A Problem can exist without a corresponding Incident" True False QUESTION 20 Error Control is a responsibility of what Service Management discipline? Incident Management Problem Management Configuration Management Release Management Change Management QUESTION 21 Security Management evolved from which of the following processes? IT Service Continuity Management Availability Management Capacity Management Configuration Management QUESTION 22 True or False: Information about Software in use at your organisation does not need to be stored in the CMDB if you have a DSL set-up. The DSL will serve as the repository for all software details. True False QUESTION 23 In general, a process consists of Inputs, Process Steps (enabled by resources and controlled by some process controls) and Outputs. I agree with this statement I disagree with this statement QUESTION 24 An RFC is an output of which process? Incident Management Problem Management Change Management
Configuration Management QUESTION 25 Financial Management for IT Services outlines which of the following major cost types? Hardware Software Accommodation People External Service QUESTION 26 You have just been employed as the Service Desk Manager within a medium sized organisation. One of your first tasks is to implement a formal Service Desk which will act as a single point of contact for the user community. When staffing the Service Desk you should employ only those individuals who demonstrate a very good level of technical expertise. While Customer Service skills (Soft Skills) are good they are not so important because these can be learned on the job. I agree with this statement if we are setting up a Expert Level Service Desk I agree with this statement if we are setting up a Virtual Service Desk I agree with this statement if we are setting up a Centralized Service Desk I disagree with this statement QUESTION 27 An Operational Level Agreement is best defined as: An agreement between internal support groups that ensures the SLA targets between the Customer and the provider can be realized in practice. An agreement between the Customer & Operations department documenting the Service Levels requested An agreement held between an organisation and an external organisation facilitating the SLA held internally. An agreement between the Customer & Provider outlining the Service Levels agreed upon for a particular Service. QUESTION 28 Known Error records are stored where: Problem Management System Incident Management System Configuration Management Database Change Management System QUESTION 29 If the objectives associated with an organizations _________________ are not achieved, the organisation will fail. Strategic vision Tactical mission Critical success factors Asset management
QUESTION 30 Only the Configuration Manager should update the CMDB when any changes are made to CI's. True False QUESTION 31 ITIL define 3 different types of Release. These include: Complete, Medium, Small Package, Medium, Full Medium, Package, Complete Delta, Full, Package QUESTION 32 What is the difference between a Release Plan & a Roll Out plan? Chose the best answer? A Release Plan details the physical distribution and deployment of the Release into the Live Environment where as the Roll Out plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release. A Roll Out Plan details the physical distribution and deployment of the Release into the Live Environment where as the Release plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release. A Release Plan details the coordinated steps to be followed on the go-live day to implement the release into production, where as the Roll Out Plan details the dates that all releases will be rolled out into production. QUESTION 33 As the new Change Manager you are creating a Campaign Awareness presentation for the Change Management process to increase the "buy-in" of the Support Staff. One of the first items to outline is the Goal of Change Management. What is the best statement concerning this? The Goal of Change Management is to reduce the cost of introducing new systems into the organization. The Goal of the Change Management process is to ensure that standardized methods & procedures are used for efficient and prompt handling of all Changes The Goal of Change Management is to provide a forum for people to discuss the requested RFC and then implement the Changes. QUESTION 34 You colleague is a Service Desk Manager in a fairly large organisation. He has asked you to assist him in documenting the goal of the Incident Management Process. Chose the best statement.
The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of service. The primary goal of the Incident Management process is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure The primary goal of the Incident Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Incidents QUESTION 35 Costs which are apportioned across all or a number of Customer groups are known as: Direct Costs Variable Costs Fixed Costs Indirect Costs QUESTION 36 Budget, Charging & IT Accounting are all processes associated with which IT Service Management discipline? IT Service Continuity Management Service Level Management Financial Management for IT Services Capacity Management QUESTION 37 Which IT Service Management function is responsible for generating and maintaining the organizations / departments charging Policies? IT Service Continuity Manager Change Manager Release Manager Service Level Manager Financial Manager for IT Services QUESTION 38 Which of the following IT Service disciplines does IT Service Continuity Management (ITSCM) interact with? (Chose the 3 most appropriate disciplines) Release Management Capacity Management Service Level Management Financial Management for IT Services Configuration Management QUESTION 39 Acting as the IT Manager within an SME, you have recognized a need to improve your IT Recovery options. You approach another company you know to have the same technologies as you, and agree on an agreement to host each others services in the event of a disaster. What is the name given to this form of IT Recovery Option?
Gradual Recovery Manual Work-a-rounds Intermediate Recovery Reciprocal Arrangements QUESTION 40 The name given to the document which outlines the responsibilities between internal functional areas with respect to assisting in the provision of an IT Service to the Customer/s is? Service Level Agreement Operational Level Agreement Service Level Requirements Underpinning Contract QUESTION 41 Which of the following is not an activity of Capacity Management? Modeling Component Failure Impact Analysis Demand Management Application Sizing QUESTION 42 A colleague from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP Solution. In which document would you most likely find this information ? Service Level Requirements Release Policy Service Level Agreement Weekly Incident Reports QUESTION 43 Service Desk staff should demonstrate which of the following characteristics: Good Telephone manner Complaint Management Active Listener & Quick Learner Good enquiry skills Good Communication skills QUESTION 44 True or False: Availability Management is responsible for the resumption of business processing after a major disaster. True False QUESTION 45 Your company has implemented IT Service Management exactly how ITIL best practice guidelines advise. Are your IT Service Management processes now ITIL Compliant?
Yes the IT Service Management Processes are now ITIL Compliant No the IT Service Management Processes are not ITIL Compliant We could assume that the Service Management Processes are ITIL Compliant provided they are adopted by all. QUESTION 46 Match the following ITIL modules with the relevant description. MODULES: i) Service Delivery ii) Service Support iii) The Business Perspective iv) ICT Infrastructure Management v) Security Management DESCRIPTIONS: a) Covers all aspects of Infrastructure Management from identification of the business requirements through to ongoing operation of IT services b) Outlines the processes associated with the day to day support & maintenance activities for the provision of IT Services c) Outlines the processes required for the planning & delivery of quality IT Services d) Outlines the processes of planning & managing a defined level of security for IT Services e) Provides guidance to help IT personnel to understand how they can contribute to the business objectives 1a,2b,3e,4d,5c 1b,2c,3e,4d,5a 1c,2b,3e,4d,5a 1c,2b,3e,4a,5d QUESTION 47 Which of the following are Outputs of the Capacity Management processes? (Select 3) CDB Proactive Changes Capacity Plan Business Plans & strategy Operational Schedules QUESTION 48 With regard to Configuration Management, what is a variant? A CI that has the same basic functionality as another CI but is slightly different in some small manner (e.g.. Additional CPU) A CI that specifically refers to a software version. A CI that specifically refers to a hardware specification. A CI that has the same name as another CI but shares no technical relationship. QUESTION 49 A Service Request is best defined as?
Every Incident not being a failure in the IT Infrastructure. Every Incident that results in a failure in the IT Infrastructure. Every Request for Infrastructure moves (e.g.. Office move) Every Request for Information not pertaining to the IT Infrastructure. QUESTION 50 Error Control is carried out by which ITIL discipline? Incident Management Change Management Problem Management Configuration Management Capacity Management QUESTION 51 You are a Change Manager for a large company. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is very limited which of the following Change activities might you for go. Build Authorization Testing Review QUESTION 52 Service Support & Service Delivery are 2 of the 5 core books within ITIL. Which 3 of the following titles complete the core group? The Business Perspective Application Management Planning to Implement Security Management Service Management ICT Infrastructure Management QUESTION 53 True or False: All Changes should by entered into the CMDB ? True False QUESTION 54 Some well known methods of Service Desk charging include: (Select 3) Service Entitlement CPU Usage Cost per Call File store Usage Time & Materials QUESTION 55 True or False: EXIN & ISEB are the two organizations that provide exams in IT Service
Management? True False QUESTION 56 Which of the following Incident Management responsibilities is the Service Desk responsible for? Incident Closure Tracking & Communication Incident Assignment Incident Recording QUESTION 57 Of the following classifications, what are the 3 types of Technical models that should be considered when implementing a Service Desk? Expert Outsourced Competent Skilled Unskilled QUESTION 58 With regard to the relationship between the Incident Management process & the Problem Management process, validate the below statement. "A single Incident can be tied to multiple Problems" True False QUESTION 59 Within the realm of Security what do the letters C.I.A stand for? Confidentiality, Intention, Analysis Confidentiality, Integrity, Analysis Confidentiality, Integrity, Availability Confidentiality, Intention, Availability QUESTION 60 Complete the Phrase. The _______ is a strategic concept that stipulates the future direction of the company. Goal Vision Objectives Mission QUESTION 61 ITIL refer to the implementation of a permanent fix (i.e. to a Known Error etc) as a ___________. Service Resolution Structural Resolution
Known Error Closure Work Around QUESTION 62 With respect to cost types outlined under Financial Management for IT, Transfer Costs refer to: The Costs of transferring one CI from one physical location to another (e.g. In the case of a Data Centre Migration) The cost of goods or services sold from one Department to another. The cost incurred in the transfer of one employee from one Department to another. The costs associated with all facilities management functions (e.g.. Office Moves etc) QUESTION 63 Which process is responsible for ensuring the CMDB is updated following a new Operating System Patch of some Unix Servers? Change Management ICT Management Incident Management Configuration Management Release Management QUESTION 64 The Service Management processes put forth by ITIL are suited to implementation in: Large Organizations (>1000 Employees) Mid sized organisation (200 > 1000 Employees) Small organisation (<200 Employees) Organizations of any size QUESTION 65 The Service Support Processes & the Service Delivery Processes have no overlap with each other. I agree with this statement. I disagree with this statement. QUESTION 66 It is the Configuration Manager that grants permission for changes to be made to CI's True False QUESTION 67 Which of the following are not objectives of the Availability Management process ? (Select 2) Create & maintain a forward looking Availability Plan Ensure shortfalls in IT Capacity & recognized & appropriate corrective actions taken. Achieve over a period of time a reduction in the frequency & duration of Incidents that impact IT Availability
Develop & maintain meaningful records relating to Incidents Optimize the Availability of IT Infrastructure to deliver cost efficient improvements. QUESTION 68 What does BS15000 refer to? This is the code given to a company when they are "ITIL Compliant" British Standard for Service Management A method of Quality Management used within the Availability Management processes. An ISO standard for Service Management QUESTION 69 An AMDB is associated with what ITIL discipline? Capacity Management Availability Management Service Level Management Change Management Configuration Management QUESTION 70 True or False: Service Outage Analysis (SOA) is a technique used within Availability Management to help identify opportunities for Availability improvement True False QUESTION 80 Select the 3 sub-processes of Capacity Management? Service Capacity Management Application Capacity Management Technical Capacity Management Resource Capacity Management Business Capacity Management QUESTION 81 Complete the following statement. The priority of an Incident is primarily determined by the ________ on the business & the _______ with which the resolution or Work-around is needed? Impact, Availability Urgency, Impact Urgency, Availability Impact, Urgency QUESTION 82 A Change Model is best defined as: A standard way of dealing with all Changes irrespective of their type or complexity. A standard way of dealing with Changes of a specific type or complexity. A standard way of dealing with Major Changes only.
A standard way of dealing with Minor Changes only. QUESTION 83 Match the Availability Measurement with the correct definition: MEASUREMENTS: 1. MTTR 2. MTBF 3. MTBSI 4. MTTF DEFINITIONS: A. The mean elapsed time from the time an IT Service or component is fully restored until the next occurrence of a failure in the same service. B. Mean elapsed time between the occurrence of one system or service failure and the next. C. Averaged elapsed time from the occurrence of an incident to the repair of the failed component. D. The elapsed time between the occurrence of an Incident to the restoration of a service. 1A,2B,3C,4D 1D,2A,3C,4B 1D,2A,3B,4C 1A,2B,3D,4C QUESTION 84 Which of the following statements are true ? (Select 2) Company culture plays an important role in the successful implementation & maintaining of Service Management Management commitment is not a key factor when it comes to successfully implementing Service Management, as long as there is at least some recognition of the benefits Service Management would bring, that should be sufficient. "Service Culture" refers to the internally held culture within an organisation to ensure that the Customer is fully satisfied. One of the benefits of implementing Service Management is that the processes are so well defined so there is no real need to train individuals. By following the processes, this will ensure that the customer is satisfied. QUESTION 85 True or False: Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact. True False QUESTION 86 Your organization is currently undertaking a project to deliver a new CRM system. What process will be used to better identify what the business requirements are for IT ? Availability Management
IT Service Continuity Management Release Management Service Level Management Incident Management QUESTION 87 Which of the following are difficulties that may be faced when implementing a CMDB? Management Commitment & Funding. Relaxed Procurement policies leading to unrecorded Purchases. Unwillingness to adopt new procedures from support staff. Processes & procedures are viewed as being to bureaucratic QUESTION 88 Which of the following is an Output of the Problem Management Process? Known Error Records Major Incident Reports RFC's Problems Records All of the above QUESTION 89 Complete the Phrase: The _________ is defined as the person using the service on a daily basis? Customer User Supplier Provider None of the above QUESTION 90 Identify the 5 Service Delivery processes outlined by ITIL? Availability, Incident, Service Desk, Change & Configuration Availability, Capacity, Financial Management for IT Services, IT Service Continuity, Service Level Management Availability, Change, Financial Management for IT Services, IT Service Continuity, Release Management Problem, Incident, Release, Change & Configuration Management QUESTION 91 Which of the following is an example of Functional Escalation? Service Desk reassigns an Incident to the 2nd level support team for further analysis. The Service Desk Manager contacts the 2nd level support team's Manager to highlight the need for resource assignment. The Service Level Manager contacting the Business Service Owner to ensure correct functionality of the service. QUESTION 92 What is the difference between the DSL, DHS & CMDB? Select the most appropriate answer: The DSL & DHS store the information & license details about CI's where as the CMDB stores the physical products.
The CMDB is the centralized store for all the information about CI's. The DSL & DHS are sub-directories of this DB. The DSL & DHS are physical stores for an organisation relevant s/w & h/w where as the CMDB stores the information about these items. There is no real difference between the 3 stores. QUESTION 93 Some usual Metrics within the Change Management Process include: (Select 3) The total number of Changes implemented over a given period. The proportion of unsuccessful changes made over a certain period. The number of RFC rejected The number of Known Errors identified over a given period. The total number of Incidents matched of a certain period. QUESTION 94 UPC's, SLA's & OLA's will all be documented by what function? Service Desk Manager Problem Manager Service Level Manager Release Manager The Service Level QUESTION 95 True or False: It is the responsibility of the Service Desk Manager to maintain the Known Error records. True False QUESTION 96 Whilst attending the IT Service Management Forum's (ITSMF) latest conference a colleague working in the same industry as you advises that when setting up a CMDB it is absolutely essential for every company to start by recording every detail about every CI you have within your organisation "no matter how big or small". What are your thoughts on this: I agree with this statement. The more information you can record about the CI the better. I disagree with this statement. Not every single detail about a CI needs to be recorded. I would need to consult with my Manager as he has implemented a CMDB before. QUESTION 97 What does the acronym KPI stand for? Key Performance Initiatives Key Profitability Indicators Key Performance Indicators Key Performance Identification QUESTION 98 Which sub-process of Capacity Management is concerned with the management of the individual components of the IT Infrastructure?
Business Capacity Management Service Capacity Management Resource Capacity Management None of the above QUESTION 99 What is the name given to the type of charging where no money is exchanged interdepartmentally (particularly between the IT Department & the customer)? Market Rate Charging Charge Back Cost per Call Charging Notional Charging QUESTION 100 Which process is concerned with accurately identifying the cost of providing an IT service? Service Level Management Availability Management Financial Management for IT Services Capacity Management Release Management QUESTION 101 Payroll costs, relocation costs & overtime are all Cost Elements of the _____ cost type where as applications, databases & operating systems are all Cost Elements of the _____ cost type. Transfer, Software People, External Service People, Software Transfer, External Service QUESTION 102 _____________ aims to identify the potential losses an organisation may incur in the event of a disaster or service disruption. Service Improvement Program Availability Analysis Business Impact Analysis Critical Business Processes QUESTION 103 The Business has submitted requirements for a new ERP system. Which discipline is responsible for documenting the Service Level Requirements (SLR's) with the Business Representative? Service Level Management Release Management Project Management
Capacity Management QUESTION 104 You are discussing Incident Management with some Business colleagues from Finance. They ask you to define an Incident. What is the most appropriate definition? A Request for Change A fault which does not cause impact to a Service An event for which there is a known work around An event that causes a disruption to a Service QUESTION 105 When implementing ITIL Best Practice processes, it is necessary to change the organization’s structure I agree with this statement I disagree with this statement QUESTION 106 ITIL is owned by the IT Service Management Forum (itSMF) based in the United Kingdom True False QUESTION 107 You have been asked to ensure that all details concerning support groups, users & SLA's for each Service are maintained within your organizations CMDB. What are your thoughts on this? The request is valid, it is best practice to store this information / documentation in the CMDB The request is not valid. Placing such documentation into the CMDB is not needed. QUESTION 108 Your company writes off a set percentage of an IT Asset each year. This implies that you use which type of Depreciation? Straight Line Method Reducing Balance By Usage Planned Percentile QUESTION 109 Which of the following is not an SLA structure as defined by ITIL? (Select 2) Customer Based Service Based Segment Based Component Based Multi-Level QUESTION 110
The goal of ____________ is to optimize the capability of the IT infrastructure, services & supporting organization to deliver a cost effective & sustained level of availability that enables the business to satisfy its objectives. Problem Management Capacity Management IT Service Continuity Management Availability Management None of the above QUESTION 111 Some of the benefits that may be enjoyed by an organisation that adopts the ITIL best practice framework include: (Select 3) Improved Communication between the Business & IT Increase in Sales of the organizations products or services. Fewer failed changes and able to absorb a higher rate of changes. Continuous improvement in the delivery of quality IT Services. QUESTION 112 What does ITAMM stand for? IT Availability Metrics & Methodology IT Availability Metrics Model IT Availability Maintenance Model IT Availability Management Model QUESTION 113 While engaged in a conversation about ITIL, your friend, who works for a large organisation, advises you that Change Management and Configuration Management are the most important processes and should be implemented first at every organisation. I agree with this comment I disagree with this comment QUESTION 114 Who is responsible for preparing Management Reports concerning Incident Management data? The Problem Manager The Service Desk manager The Service Level Manager The Availability Manager QUESTION 115 A Process can be measured in such a way so as to find its effectiveness & its efficiency. I agree with the statement I disagree with the statement There is no difference between the 2 words. QUESTION 116
As the Service Level Manager for a medium sized company you are responsible for documenting the required level of service between your company and an external supplier from whom certain support services are required. Such a document is referred to as an Service Level Agreement Operational Level Agreement Underpinning Contract Service Catalogue QUESTION 117 The IT Infrastructure encompasses everything that you require to deliver an IT Service. I agree with this Statement I disagree with this statement QUESTION 118 Which of the following are examples of an IT Service (Select 2) Email Oracle Database Billing System Local Area Network QUESTION 119 You are putting together an Awareness Campaign for the new Problem Management process. The following are Goals that you have jotted down already. Select the best Goal in terms of Problem Management. To minimize the impact of incidents & problems on the business that stem from faults in the IT Infrastructure and to prevent the reoccurrence of incidents related to these faults. To minimize the impact of incidents & problems on the business by ensuring the identification of a work around as quickly as possible and storing the information of this work around for future reference To facilitate proactive analysis of the IT Infrastructure and identify & correct potential faults before they impact the user community. To minimize the impact of incidents & problems on the business by implementing changes to correct IT Infrastructure problems QUESTION 120 You are the Application Support Manager at a large organisation. Your CRM system has 4 revisions each year, and included in these revisions are both technical & functional updates. Where would this be documented? Release Processes Release Procedures Release Schedule Release Policy QUESTION 121 Which of the following are examples of Capital Costs? (Select 2)
Annual maintenance cost for Middleware Software Training costs for Employees Purchase of a new Sun Server Time spent by employees on the maintaining the existing CRM system Service Provider cost for developing a new ERP System QUESTION 122 The aim of __________ is to match the actual costs with the predicted costs. Charging Costing Pricing Budgeting Accounting QUESTION 123 True or False: Straight Line, Reducing Balance & By Usage are all common methods of accessing Charging for IT Services. True False QUESTION 124 You and you team members are discussing IT Service Continuity Management & Business Continuity Management at your monthly strategy meeting. One of your colleagues suggests that the risks covered by ITSCM are not limited to those that could bring serious disruption to the business but include also those that bring minor disruptions. What are your feelings about this statement? I agree with this statement I disagree with this statement QUESTION 125 You have been requested to set-up a Crisis Management Team within your organisation. With what ITIL discipline would you normally associate Crisis Management with? Problem Management Availability Management Capacity Management IT Service Continuity Management Service Level Management QUESTION 126 Consider the following adhoc terms & evaluate the most appropriate ITIL discipline to match each. Underpinning Contract = _________ 2) CRAMM = __________ 3) Total Cost of Ownership = __________ 4) Application Sizing = ___________ Service Level Management, Capacity Management, FM for IT Services, Release Management Capacity Management, Service Level Management, Availability Management, Problem Management
Service Level Management, Availability Management, IT Service Continuity Management, Release Management Service Level Management, Availability Management, FM for IT Service, Capacity Management QUESTION 127 A Baseline is used in which ITIL discipline? Capacity Management Configuration Management Availability Management Change Management QUESTION 128 Which of the following in the most likely transition of events? Incident, Known Error, Problem, RFC Known Error, Incident, Problem, RFC RFC, Incident, Problem, Known Error Incident, Problem, Known Error, RFC QUESTION 129 You are putting together the Service Catalogue for your organisation. Which of the following will you include? (Select 3) List of Services & Service Characteristics being provided The Financial Cost of each Service The Configuration Items involved in the Service Provision The Customers of the Service The Maintainers of the Service QUESTION 130 Match the appropriate owner (ITIL discipline) with the following acronyms I )CDB ii) DSL iii) SIP iv) FSC v) MTBF i) Capacity Management ii) Availability Management iii) Service Level Management iv) Configuration Management v) Incident Management i) Configuration Management ii) Capacity Management iii) Service Level Management iv) Change Management v) Availability Management i) Capacity Management ii) Configuration Management iii) Service Level Management iv) Configuration Management v) Incident Management i) Capacity Management ii) Configuration Management iii) Service Level Management iv) Change Management v) Availability Management QUESTION 131 Which of the following is not a responsibility of Change Management? (Select 2) Raising & Recording RFC's Assessing the impact of proposed Changes Implementation of Changes Reporting on Changes Implementation
Coordinating Change Implementation QUESTION 132 True or False: One of the objectives of Capacity Management is to ensure that IT Services are designed to deliver the levels of availability required by the business. True False QUESTION 133 Which of the following statements is incorrect? (Select 3) ITIL provides a standard to which organizations can assess their Service Management processes. ITIL is flexible enough to fit any organisation. ITIL guidelines should be followed regimentally. Once an organisation starts to adapt the guidelines to fit their environment the benefits that the best practices can bring are lost. Although ITIL does consider the Business Perspective, the satisfaction of Business requirements is not a core principal of ITIL. QUESTION 134 True or False: The availability measurements provided to the IT Support organisation will be the same reports provided to the Users & Business. True False QUESTION 135 Within Capacity Management 4 activities are carried out iteratively and form a natural cycle. These activities are Implementation, Analysis, Monitoring & Tuning. In what order should these activities be carried out? Monitoring, Analysis, Tuning, Implementation Analysis, Implementation, Tuning, Monitoring Monitoring, Implementation, Tuning, Analysis Implementation, Analysis, Tuning, Monitoring QUESTION 136 Package Release is best described as a Release where: All components of the Release are built, tested, distributed & implemented altogether. Only those CI's that have actually changed since the last Release are included. Individual Releases, are grouped to form a single Release A Release which implies the installation of an "out of the box" solution QUESTION 137 True or False: A Virtual Service Desk is implemented at a central physical location but accessed by all sites through the utilization of advanced telephony technology (e.g. ACD Advanced Call Distribution) True
False QUESTION 138 Which of the following statements concerning Change Management are correct? (Select 2) Only the Change Manager is a permanent member of the CAB/EC. All Changes must be reviewed by the CAB. A FSC is a schedule that contains all the details of Changes Approved and their proposed implementation date. Members of the CAB are always members of the CAB/EC QUESTION 139 Which function carries out most of the Incident Management process? Problem Manager Problem Coordinator Service Desk Service Level Manager QUESTION 140 You have been engaged for the past months on the staged identification and population of the CMDB. You are now ready to identify & populate the Desktop CI's. Which of the following is not a CI? Monitor Modem Serial Number Hard Drive QUESTION 141 What does the IT Infrastructure Library (ITIL) refer to ? A library in the United Kingdom where IT Books are found A series of books that document industry best practice for support & delivery of IT services A storage location for IT Software also know as the Definitive Software Library (DSL) A Library which houses detailed specifications on Industry standard Infrastructure QUESTION 142 The processes that fall under the umbrella of Service Support include: (Select 3) Service Desk Change Management Release Management IT Service Continuity Management Configuration Management QUESTION 143 A Service Desk manager should request all users to log incidents to the service desk by phone to ensure accurate details are recorded at the shortest delay. True False QUESTION 144 In terms of Incident Management which of the following sequence of steps are correct?
Incident - Known Error - Problem - RFC Incident - Problem - Known Error - RFC Known Error - Incident - Problem - RFC Incident - Known Error - RFC - Problem QUESTION 145 True or False: It is important to implement Configuration Management with Change & Release Management. True False QUESTION 146 ACD, CTI & IVR are all technologies that assist the ______ . ICT Management Desktop Services Service Desk Availability Management activities QUESTION 147 Which of the following is an Input to the Problem Management process? Major Incidents Trend Analysis CMDB Known Errors All of the above QUESTION 148 Having implemented the ITIL Service Management Processes at your organisation, you do not need to concern yourself about any process related issues. The ITIL processes will ensure successful operations. I agree with this statement I disagree with this statement QUESTION 149 True or False: SIP stands for Service Improvement Program. True False QUESTION 150 True or False: Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an incident to the restoration of the service. True False QUESTION 151 TCO is an acronym for Technical Change Ownership Total Cost of Ownership Total Cost of Operations Technical Cost of Operations
QUESTION 152 Problem Management should be implemented with or after Change Management. True False QUESTION 153 Which of the following is not likely to be an input for the Change Management process? RFC's CMDB Information Incident Information Forward Schedule of Changes (FSC) QUESTION 154 Service Level Requirements are drawn up by _____________, and serves as the basis for negotiations concerning the formulation of the ________. Business; OLA Service Level Manager; OLA Business; SLA Service Level Manager; SLA QUESTION 155 Planning, Implementation, Control, Status Accounting & Verification are all activities of which discipline: Financial Management for IT Services Capacity Management Configuration Management Change Management QUESTION 156 The Release Management process shares very close relations with which of the following processes? (Select 2) Change Management Configuration Management Capacity Management Problem Management Service Level Management QUESTION 157 What would not be a task for the Service Desk? Managing the Changes for a certain IT Service Providing Incident Management Reports Establishing User Accounts Granting low level access rights QUESTION 158 True or False: You subscribe to the latest ITSM Publication issued monthly at a cost of $50 p/a. This is an example of an Operational Cost? True False QUESTION 159
Although Financial Management for IT Services interacts with most IT service processes it is most closely linked with which of the following (Select 3). Capacity Management Configuration Management IT Service Continuity Management Service Level Management Availability Management Change Management QUESTION 160 True or False: With Notional Charging an invoice is produced and payment is required where as with Real Charging an invoice is produced but no payment is required ? True False
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