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ITIL FOUNDATION CERTIFICATE IN
IT SERVICE MANAGEMENT
SAMPLE EXAMINATION QUESTIONS
ITIL Foundations Practice Questionspage 1/28
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Question 1Following the release of a software upgrade to fix a known error, which process is
responsible for ensuring that the CMDB has been updated correctl!
" Change Manage#ent
B $roble# Manage#entC Configurtion Mnge!entD %elease Manage#ent
Question "&he ter# '(ariant) is best used to describe*
" +nauthorised or illegal (ersions of software
B "n incident which has the sa#e i#pact as an existing known error but a
different root causeC A CI #se$ on not%er& #ut 'it% !inor !en$!ents (()ie$
D &he difference between forecast and actual resource usage
Question *Consider the following infor#ation*
1 &pe identit
2 +niue identifier- .ersion nu#ber
Cop nu#ber
0hich of the abo(e details #ust be recorded for e(er C in the CMDB!
A 1 + "B 1, -
C "ll of the#D 2 -
Question ,te#s of infor#ation stored in the CMDB relating to a specific C are known as*
" Co#ponents
B Features
C Attri#utesD Characteristics
Question -
0hat infor#ation does Configuration Manage#ent pro(ide to the & #anage#ent of
an organisation!
" .ariations fro# the agreed ser(ice le(elsB &i#e spent on in(estigation and diagnosis b each support group
C 3u#ber of incidents and proble#s per categorD Deti)s n$ %istor. of t%e IT infrstru/ture
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Question 0" Configuration Manage#ent Database 4CMDB5 can contain different Configuration
te#s 4Cs56 0hich of the ite#s below would 37& nor#all be regarded as a C!
A A user n!e
B " (ideo #onitorC " boughtin software packageD " procedure
Question 0hat is the #ain difference between a CMDB 4Configuration Manage#ent Database5
and a tpical asset register!
" " CMDB is a co#puterised sste# 9 #ost asset registers are not
B &here is no differenceC More than :ust hardware is recorded in a CMDB
D A CMD2 is $t#se t%t )in3s its /ontents toget%er
Question 40hich of the following can be regarded as Cs!
1 ;ardware
2 Docu#entation-
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Question 160hich attribute in the Configuration Manage#ent Database 4CMDB5 would help to
ascertain which Configuration te#s are undergoing #aintenance at a particular#o#ent in ti#e!
" $urchase dateB 7wnerC >ocation
D Sttus
Question 11
Due to a defect, a user)s sound card is replaced with a new one6 For futurereference, which &> process is responsible for registering the new sound card #ade
b a different #anufacturer!
" Change Manage#ent
2 Configurtion Mnge!ent
C ncident Manage#entD $roble# Manage#ent
Question 1"For which of the following acti(ities is the
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Question 1-Consider the following #etrics*
1 3u#ber of incidents closed on without onward referral
2 3u#ber of incidents correctl categorised at logging
- 3u#ber of hardware faults reported
0hich of the abo(e are (alid perfor#ance indicators for the
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Question 14&here is a network incident that affects 2 desktops6 "t the sa#e ti#e the
Managing Director)s printer has broken and he wants to print a report now6 0hich of the following state#ents can be deduced fro# this infor#ation!
A T%ere is insuffi/ient infor!tion to $eter!ine '%i/% in/i$ent %s t%e%ig%er (riorit.B &he Managing Director)s printer #ust be fixed because of the higher business
i#pactC Both incidents ha(e an euall high priorit
D &he network incident has a higher priorit then the Managing Director)sprinter because it affects a lot #ore people
Question 15
0hich incidents should be logged b the
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Question ""
" co#puter operator notices the full storage capacit of her/his disk will soon be
used6
&o which &> process #ust this situation be reported!
" "(ailabilit Manage#ent
B Capacit Manage#ent
C Change Manage#ent
D In/i$ent Mnge!ent
Question "*
" serious incident has occurred6 &he assigned solution tea# is unable to resol(e this
incident within the agreed ti#e6 &he ncident Manager is called in6
0hich for# of escalation describes the abo(e seuence of e(ents!
" For#al escalation
B Functional escalation
C 9ierr/%i/) es/)tion
D 7perational escalation
Question ",Fro# which docu#ent can the ncident Manage#ent process obtain infor#ation
about when and to who# it #ust escalate issues if reuired!
" &he
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Question "00hich of the following state#ents is 3C7%%?C&!
" $roble# Manage#ent #a be in(ol(ed when a #a:or incident occurs
2 T%e Ser7i/e Des3 !onitors (ro#)e!s t%roug%out t%eir )ife/./)es
C $roble# Manage#ent is responsible for #anaging the resolution of proble#sD $roble# Manage#ent is responsible for ?rror Control
Question "
0hich of the following is the last acti(it in the $roble# Manage#ent process!
" &he referral of an associated %FCs to Change Manage#entB >og the proble#
C C)osing t%e Pro#)e! Re/or$& %7ing /o!()ete$ )) Pro#)e!
Mnge!ent /ti7itiesD nitiating a re(iew of the proble# and its i#pact
Question "4
0hich of the following is 37& a $roble# Manage#ent responsibilit!
A O'ners%i( of n in/i$ent t%roug%out its )ife/./)eB n(estigation Diagnosis
C %aising %euests for ChangeD Maintenance of a known error database
Question "5" known error occurs when*
" "n error has occurred se(eral ti#es and has been passed to $roble#
Manage#entB "n error occurs that has not been diagnosed and for which a circu#(ention
does not et existC A (ro#)e! %s #een $ignose$ n$ reso)ution or /ir/u!7ention
e:istsD &he resolution of a proble# has been i#ple#ented
Question *6
0hat is the difference between a $roble# and a Enown ?rror!
" " Enown ?rror is alwas the result of an ncident, a $roble# is notB &here is no real difference between a $roble# and a Enown ?rror
C n the case of a Enown ?rror there is a fault in the & nfrastructure, with a
$roble# there is notD In t%e /se of ;no'n Error t%e un$er).ing /use of t%e Pro#)e! is
3no'n
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Question *17ne of the ob:ecti(es of $roble# Manage#ent is to #ini#ie the i#pact of proble#s
on &
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Question *," co#pan has recei(ed #essages concerning errors in the dail batch run which
handles the ordering of raw #aterials for the #anufacturing process6 &his isprobabl due to an incorrect change in the software6 &he change in(ol(ed extending
the Istock nu#berJ field b two positions6 &his change was also introduced in a
#onthl progra# that has not et been run6 &he situation needs to be corrected(er uickl to a(oid affecting #anufacturing6 0hat is the best possible solution tobe adopted b $roble# Manage#ent when handling the error!
" &he errors are reported and, because the underling cause is known, handled
b Change Manage#ent as a %euest for Change with the status of 'urgentchange)
B &he errors are reported as $roble#s at the
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Question *0hat is an acti(it within the area of $roacti(e $roble# Manage#ent!
" ;andling %euests for Change
2 Perfor!ing tren$ n).sis n$ i$entif.ing (otenti) in/i$ents n$
(ro#)e!sC Following up on all incidents and disruptionsD Mini#iing the disruption to ser(ices resulting fro# Changes to the &
?n(iron#ent
Question *4
Change Manage#ent ensures that scheduling decisions are based on*1 +rgenc
2 #pact
- %esources
0hich of the abo(e are correct!
" 1 2
2 A)) t%reeC 1 -
D 2 -
Question *5
+nder an &> Change Manage#ent process, once a change has been built, whoshould undertake testing!
" &he change builder
B &he Change ManagerC &he Change "d(isor Board
D An in$e(en$ent tester
Question ,6
0hich of the following acti(ities is the responsibilit of Change Manage#ent!
A Re7ie'ing /%nges to ensure t%e. %7e 'or3e$B Creating a change to rectif a known error
C Deter#ining the release strateg for a #a:or change
D #ple#enting a software change at a re#ote site
Question ,1
0ithin an &> co#pliant Change Manage#ent process, who decides on the
categorisation of a proposed change!
A C%nge MngerB Change "d(isor Board
C Change %euestorD Change #ple#enter
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Question ,"0hen can the building, testing and i#ple#entation of a change begin!
" f it is urgent, as soon as the %euest for Change has been classified
B "s soon as there is a backout plan for the change
C "s soon as the i#pact analsis has been discussed b the #e#bers of theChange "d(isor BoardD As soon s t%e Re=uest for C%nge %s #een for!)). ut%orise$
Question ,*0hich of the following state#ents best describes the relationship between Change
Manage#ent and Configuration Manage#ent*
" &here are no dependencies between Configuration Manage#ent Change
Manage#ent2 If C%nge Mnge!ent is i!()e!ente$ 'it%out Configurtion
Mnge!ent8 t%e resu)t 'i)) #e )ess effe/ti7e
C Change Manage#ent cannot be i#ple#ented without ConfigurationManage#ent
D Change Manage#ent and Configuration Manage#ent #ust be i#ple#entedsi#ultaneousl
Question ,,;ow freuentl should C"B/?C #eetings be held!
" Dail
B MonthlC 0eekl
D As re=uire$
Question ,-
Consider the following state#ents*
1 ?ffecti(e Change Manage#ent ensures that urgenc and i#pact are kes todecisions #ade on the scheduling of changes
2 Change Manage#ent controls all aspects of the change process
0hich of these state#ents is true!
" 1
B 3either of the#C 2
D 2ot% of t%e!
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Question ,0
&he data in the Configuration Manage#ent Database 4CMDB5 can onl be #odified
after per#ission is granted to #odif the infrastructure6
0hich process grants such per#ission!
A C%nge Mnge!ent
B Configuration Manage#ent
C ncident Manage#ent
D e(el Manage#ent
Question ,
&he #anage#ent of "BC nc6 has insisted that each reuest for a new workstation
installation be handled with opti#u# efficienc and effecti(eness6
0hich &> process is designed to achie(e this desired outco#e!
A C%nge Mnge!ent
B Custo#er >iaison
C $roble# Manage#ent
D e(el Manage#ent
Question ,4
" co#pan sets up an ntranet for its graphic design workstations6 &he bandwidth
#ust be increased because of the high (olu#e of illustrations sent o(er the network6
0hich &> process is responsible for appro(ing the i#ple#entation of increased
bandwidth!
" Capacit Manage#ent
2 C%nge Mnge!ent
C "(ailabilit Manage#ent
D $roble# Manage#ent
Question ,5
0hich &> process or function checks that %euests for Change 4%FCs5 are logical,
workable and necessar!
A C%nge Mnge!ent
B ncident Manage#entC $roble# Manage#ent
D
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Question -6"fter a Change has been i#ple#ented, an e(aluation is perfor#ed6
0hat is this e(aluation called!
" Forward
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Question -,&he words Delta, Full and $ackage describe different tpes of release6 0hich one of
the following state#ents is true!
" " $ackage release contains hardware and software
B +rgent changes are alwas Delta releasesC " Delta release is onl e(er part of a $ackage releaseD A Fu)) re)ese re)eses t%e nor!) re)ese unit into t%e )i7e
en7iron!ent
Question --
recorded6
Question -
0hich of the following is 37& true!
" Maintaining the agreed le(el of data confidentialit is a concern of "(ailabilit
Manage#entB "(ailabilit Manage#ent should contribute to the design and de(elop#ent of
new software productsC A7i)#i)it. Mnge!ent negotites 7i)#i)it. )e7e)s 'it% /usto!ers
to ensure t%t t%eir re=uire!ents re !et<
D "(ailabilit Manage#ent is concerned with the perfor#ance of hardware Cs
ITIL Foundations Practice Questionspage 1=/28
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Question -40hich of the following abbre(iations #ost accuratel represents 'downti#e)!
A MTTR
B CF"
C M&BFD M&B
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Question 0"n "(ailabilit Manage#ent ter#s, what do the letters C" stand for!
" Co#ponent #pact "nalsis
2 Confi$enti)it.& Integrit. n$ A7i)#i)it.
C Configuration te# "(ailabilitD Central ntelligence "genc
Question 0*
Data pro(ided for the financial ad#inistration of LN #ust onl be accessible to
authoried users6
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Question 00hich of the following is 37& a responsibilit of the &
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Consider the following state#ents about & process anales threats and dependencies to &
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0hich of these is not part of Capacit Manage#ent!
" &uningB De#and Manage#ent
C "pplication siing
D Mintin#i)it.
Question 00hich of the following is 37& a concern of %esource Capacit Manage#ent!
A Differenti) /%rging for e:/e(tion) 'or3)o$s
B ?stablishing the profile of use of CsC %esilience of Cs
D Enowledge of alternati(e technologies
Question
Consider this list*
1 "naltical2
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"pplication
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0hich &> process draws up a 4longrange5 plan for the expected purchase of &
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Consider the following state#ents*
1 Custo#ers should alwas be in(oiced for the & ser(ices the use2 &he onl reason ser(ices are charged for is to #ake custo#ers aware of the
costs in(ol(ed in using those ser(ices
"re these state#ents correct!
" BothB 7nl 1
C Neit%erD 7nl 2
Question 56
0hich of the following is 37& the concern of & Financial Manage#ent!
" &elephone charges
B n(oicingC Differential charging
D Ser7i/e re7ie's
Question 51
0hich of the following state#ents on & Financial Manage#ent is correct!
A T%e IT Finn/i) Mnger i$entifies t%e /osts t%t 'i)) #e in/urre$ #.IT n$ (ro(oses (ri/es for ser7i/es
B n order to be able to set up Budgeting and "ccounting, "s and 7>"s needto ha(e been agreed
C t is onl possible to be cost conscious if the custo#er is charged for ser(icesD &he Cost Manager #ust agree charges with the custo#er before establishing
a Cost Model
Question 5"
0hich concept is 37& part of Financial Manage#ent for &
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Question 5*
" custo#er has reuested a re(iew of charges for ser(ices pro(ided under an "60ithin the " there is pro(ision for this6 0ho will re(iew the charges with the
custo#er!
" &he & Finance ManagerB &he Configuration Manager
C T%e Ser7i/e Le7e) MngerD &he Change Manager
Question 5,0hen establishing a new " which of the following should the e(el
Manager take into account!
1 &hat the new " can #eet the targets agreed with the custo#er
2 &hat the conditions in other existing "s can continue to be #et
- &hat the possible i#pact of changes to the " can be identified
7f the abo(e, which are true!
" 1 2B 2 -
C 1& " + *D 1 -
Question 5-&he e(el Manager reuires confir#ation that the internal
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&he e(el Manager has established a e(el "gree#ent 4"5 with thecusto#er6 &he & depart#ent has been unable to fulfill the reuire#ents docu#ented
in the "6 &he #ain reason for this is that the purchasing depart#ent in the &organiation orders new hardware onl once a #onth6 &he & depart#ent often
needs the hardware sooner than this, as the " agreed to deli(er Ias reuiredJ6
0hich docu#ent4s5 should the & depart#ent and the purchasing di(ision establishor re(iew together!
A T%e O(ertion) Le7e) Agree!ent >OLA?
B &he e(el %euire#ents 4%s5C &he
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Question 166%isk assess#ent is 37& a #a:or part of which of the following processes!
A Ser7i/e Le7e) Mnge!ent
B & processes!
1 C le(el a "(ailabilit Manage#ent2 Disaster b Configuration Manage#ent
- %isk "nalsis c &
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Question 16, approach is that a depart#ent is gi(en
responsibilit for the
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Question 16
;ow does & process owner
D T%e /usto!er
Question 165
0hich of the following docu#ents is part of a tactical process!
" +ser #anual in the area of an application
B 3ewsletter fro# the
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