SAMPLE PAPER 7
QUESTION 3 ajor chang
effect on CI
B. Change Management keeps a record of all changes by logging, tracking and reviewing them.
C. Change Manageme D
before changes are imple QUESTION 2
A user reports to the Serv re
tracing the caus
A. Availability Management B. Incident Management C. Problem Man
D
QUESTION 3 ajor chang
what Configuration Management is responsible for has b
For which of the following activities does Configuration Managemen re
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 mod D
QUESTION 4
The rvice Desk is informed
holi . This only affects the one user. The Service Desk an a
A serious incident has occurred. Th p
escalation 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.
k
The 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 authori
D. Incidents related to the known error don’t o QUESTION 7
If
order to improve ra
charges and the services to which they relate A
B. Financial Management fo C. Local Management.
D. Customer Management.
Q
Which statemen A
B. A known cause of one or more disruptions.
C. An unknown
D. 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 m
B. Copies of all live software C. Authorized versions of a
D. Software awaiting user acceptance t Q
Performance Management an AB. Capacity Management
C. IT Service Continuity Management D. Service Level Management
Q
Which one of the following is A. Monitoring overa
B
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 Servic
Risk Management is an essential part of one of the following pairs w
A. Problem Management & Capacity M B
C. 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 reliab D. The ability of a set of configuration items to
of the Cls have failed.
Q
Which of the 1. To plan fo 2. To negotiate 3. To record
The ps in the Incident Management process might best be described as:
A. Incident record g and alerting, initial support and classification, investigation in . 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. A D. 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.
B
contact, service recovery.
C. First
support, management reporting on IT services quality.
Q
In which cases mu A
B. Always.
t the request of the person who submitted the change request.
andomly.
QUESTION 18
Consider the following statements.
1
information about the struc 2. The criteria for determining the 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 w work any more. After questioning ca sy
For 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. h in
Which ITIL proce d A. Change Management B
C. Problem Management
D. Service Level Management
ablishing Definitive Software Library?
organization . The owner of the Definitive Software Library has the option to decide which
oftw
d 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 est a
A. Only tested and certified software versions will be used in the B
s are is used in an organization C. The en
D. 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 standa C
D. A recorded snapshot of a product or service, to provide a basis for a configuration auditor regression.
QUESTION 23 W
Release Managem
A. A physical storage area for the original versions of al
B. A reference manual that includes all software documentation.
C
D. A type of Configuration Management QUESTION 24
Your Network Department has m o
Where would the A. Operational Le B
C. Service Level Requirement (SLR) D. U erpinning Contract (DC) QUESTION 25
In an org m
A. That all st
B. That all incidents recording is via the 24-hour clock.
C
D. 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 software C
D. Recording the relationships between QUESTION 27
A delivery of PC’s is receiv P
for recording this A
B. Problem Management.
C. Configuration Management D. Change Management.
QUESTION 28
Security is one of the significant elements of A. Capacity Management.
B. Availability M C
QUESTION 29
Which of the following statements are true?
T
assessed for:
1. The likely imp 2. The effect of 3
4. The likely impact on A
B. All of them.
C. 2, 3 and 4.
D. 1, 2 and 4.
QWhat is the prima
A
B. To resolve Known Errors through the Change Management process.
C. To recognise and registe
D. To register and manage Known Errors.
QUESTION 31
e best Mission Statement for Capacity Management is:
A. To ensure that cost ustifiable IT capacity, matched to the agreed needs of the j 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 th c
C. To ensure that at times of peak demands, sufficient IT capacity exis such capacity is provided a minimum cost to the business.
QUESTION 32 W
number of activit A
B. The Change Manager repo
C. The Change Manager presents the change to the Change Advisory B D. The Change Manager presents the change to the IT Manager.
Q