SAMPLE PAPER 9
QUESTION 8 Data in the Confi
order instruction has been give W
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...
A
B. Carries out inve
C. Provides Configuration Manageme change in the CMDB.
D. Imp
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 hour day.
T
A. Availability Management, Capacity Management and Chang B
C. Change Management, Financial Management a D. 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 i installed as a print server Which process is responsi M
A. Change Management B. Configuration
C. Problem Managem D
QUESTION 14
A computer operator establishes that completely full.
H
A. Capacity Management.
B. Change Management.
C. Planning & Control for IT Services D. Service Level Management.
QUESTION 15
Because of its increased dependency o institution decides that there m
a major interruption to th W
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 da th
1. The location o 2. The type of m
What information does the Service Desk provide to the IT management organization?
A. All deviations fr
B. The growth of the IT infrastructure
C. The time spent on investigation and diagnosis for e D. The number of incidents per category
QUESTION 18
Which of these tasks is a task of Problem Management?
A
B. Classification o
C. Approval of all changes / modifications made to the Known-Error D. Recognizing user's requirements and subsequently imp
IT infrastructure.
QUESTION 20 W
A. 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, P
D. Incident Management, Providing Managem QUESTION 21
K
A. The Service Ca
B. The Service Level Management Database.
C. Service Level Requirements.
D. Service Level Agreements.
Q
Which 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 impo M
A. The availability
B. The resources needed for an application can be determined.
C. The use of IT D. Scenarios for ca QUESTION 24
The Service Desk has handled 2317 calls this month.
c
A. Modifications to Service Level Agreements (SLAs).
B. Notices regarding modified C C
QUESTION 26
For which ITIL process is the determinatio urgency an essential activity?
A. Change Manag
B. 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 alway p
A. Service Desk B
C. Problem Manag D. System Management E. Incident Management Q
Which of the exa A. A user manual B
C. A systems update procedure D. A unique identification code QUESTION 29
S
Which statement
A. The amount of defined IT service that the custome B. 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 compet infrastructures of both compani
Wrequired for appli
A. Application Management B. Capacity Management
C. Computer Operations Managemen D. Release Management
QUESTION 31 A
network, and the
which process does formal ap A. Change Management B. Configuration Management C
D. 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 Resilie D. I Maintainability
E. I Agreed time II Dura QUESTION 33
Consider the following activities:
1. Change cat 2. Change imp 3. Change review 4. Change scheduling 5. Filtering re
It is important for the ope so
Which process is r A. Change Management B. Configuration Management C. Network Management D. Release Management QUESTION
Consider the following stateme 1the IT services an
the business process 2. The re
important r a
Are these statements A. Only the first B. Only the sec C
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 Service te
This is a (n)...
A. Incident B. Known Error C. Problem
D. Request for Change Q
What is the consequ
A. Certain parts of the infrastructure cannot be checked and managed properly.
B. Certain problem inadequate.
C. There re
QUESTION 39
To carry out the planned i needs expanding.
W server?
A. Capacity Management B. Change Management C
D. Release Management QUESTION 40
An organization starts to u a
W A B C D