ITIL
®
SAMPLE PAST QUESTIONS AND ANSWERS
INCLUDING
MEMORY AID
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
QU
Wh 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.
QUEST
For
A.
B. Root Cause identification
QU
Wh 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 Se
C. 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. Applicat D. Maintainability QUESTION F
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 busine
circumstances
4. A senior
progress 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
QU
Which 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
QU
hange 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 revie er?
A. The IT Finance Manager C. The Servi
D. The Change Manager
ESTION 7
A. The referral of any associa
C. Closing activities. D. Initiatin Q W a
A. The IT Department does not have the skills for developing continuity plans B. The IT Departmen
D. A managemen assessment.
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
QU
Writing 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
QU
Under 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 can
2. That the condition in other existing SLA
Of the above, which is true?
B. 2 & 3 C. 1,2 & 3 D. 1 & 3 Q There is a Netwo Managing Director’ fo A. There is ins priority B. The Manag
C. Both incidents have an equally high priority.
printer
ich of the f
A. Differentia
B. Establishing the profile
D. Knowledge of alternative technologies
ESTION 15
n ITIL Change Man uld undertake testing?
B. The Chan
D. An Independent Tester QUEST Con 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
QU
The
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 Q A Known error oc Management B. An error occurs th
does not yet exist C. A problem has
Q
A. Maintaining Manage
new softw
C. Availability Management negotiates availability levels with customers to
ESTION 19
term “variant” is best used to describe:
B. An inciden
different root cause
D. The diff
1. Type iden
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 QU Wh 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
QU
Wh 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 the te
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 C 4. OLA B. 1-D, 2-A, 3 C. 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 faile
C. The ability of a CI to remain functional under giving co
ESTION 25
B. Creating a change to rectify a known error
Implementing a software change at a remote site
QU
Wit nge Management Process, who decides on the cate d change? A. Change Manager dvisory Board D. Change Implementer QUEST An 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
QU
Wh 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 Cha gorisation of a propose
B. Change A
C. 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 De B. Moving software from the DSL to the Liv C. Moving software from the development to D. Moving software from the live environment t
Q
rging business users a
A. Peak Resource Cha B
C. Notional C D. Discounting
ESTION 30
ich of the following statements best describes the De
A. A secure software library con B. A logical l
software CIs
a quality controlled manner
D. A Logical library, held securely on computer, c every software CI
Q
1. Risks A. Capacity Management 2. R
3. T
4. Roll- . IT Service Continuity Plan
B. 1-C, 2-A, 3-D, 4-B 3-A, 4-B
QU
One 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 o
D. It is easy for IT to calculate
Q
Fortress” approach to IT
A. Not having an alt B. 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 softw
B. 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 Man wer a certain vice Desk’s agr
Q
W
uld NOT normally be regarded as o c 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
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
QUEST
Wh 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 QU Wh ITY management? B. Security y QU The
ts can be produced to avoid spending a lot of money
gh level as possible
D. Vary according to cost
QU
To be implemented, the capacity of the Service des e extended. Who is responsible for managing the request for
dditional capacity? l Manager A. An the B. AN SLA business language
D. An SLA for each service type, covering all
ION 2
ich of the following is NOT necess ident Management process?
B. Incident
C. Elimination of loss incidents
D. Less disruption to both IT Support staff and users
Q
IT Department is seeking to s
ing comparable services. Which of the
A. Market Rate
C. Cost-Plu D. Profitable
ESTION 4
ich of the following is NOT an element of AVAILABIL A. Verification
C. Reliabilit D. 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 hi
C. Match the organization’s requirements for information to be held
ESTION 6
enable a new Service Desk tool to k servers has to b
a
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 & Cont C. Change and Capacity Managem D. Change and Release Manageme
QUESTION 8
Possible problems with Change Management include:
A. Lack of owners B. Increased visibility an C. Better alignmen D. The ability to
QUESTION 9
Which of the following will normally be included in a Capacity plan?
1. Options 2. Management Summary 3. Business workload 4. Backout plan A. 2,3 and 4 B. All of them C. 2 and 3 on D. 1,2 and 3 QUESTION 10
Which of the following is NOT incl C
A. Development Procedures an B. Education and Awareness C. Review, Audit and Assurance
QUESTION 11 Im A. 4 to 24 h B. More than 7 C. 24 to 72 hours QUESTION 12
1. Problem Manager 2. Customer Representatives C. 1,2 and 4 QU Con
3. The definition of Service Management processes
Wh Man B. C. All of them hem UESTION 14 The ation res
B. Service Outage Analysis Impact Analysis
QU
In 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 them B. 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 organiz ulting from disruption to critical business processes is:
A. Root Cause Analysis
C. Business
D. Component Failure Impact Analysis
ESTION 15
A. System Optimisat
C. Serviceab
D. Service Outage Analysis
A. The p
D. The support which external suppliers can be contracted to provide for parts of the 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?
QU
A 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.
Q
ich of the following statements is
A. Direct costs can be alig B. Depreciation is used to D. Cost Cent QUESTIO W 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 Loc
plaining 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
QU
Wh 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 a B. All C. 3 and 4 D. 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 SLRs
B. 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 rele
C. A full release may contain several delta re
ESTION 24
ich of these best describes the purpose
A. To redu B. To ensu customer C. To ensure QUESTION 25 C 1. Incident Diagnostic s 2. A knowledge base o 3. A Configuration Manag
Which of the following should be availa
nd 2 four and 3
Q
The Service Desk
2. Recording 3. Handling comp
B. 2 only
3
QUESTION 27
Wh s not a recognised Service Desk structure? l Service Desk
B. Virtual Service Desk ice Desk
QU
The 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
QU
Consid
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
QUEST
Doe Manag
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 Serv
D. Central Service Desk
ESTION 28
Words SLAs and OLAs should b
A. Technically f
un
C. 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 t Management? A. 1 and 2 3 and 4 C. 2 and 4 D. 1 and 3 Q
At 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?
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. QU Within and Problem
1. One Incident to one Problem ent to Many problems
C. 3 only
importance to proactive Problem C. No, because progress can D. Yes, because trend analysis
Incident Management information
Q
which of these a
A. Establishin being raised
C. Chairing t
D. 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 contro C. 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 Incidents s?
2. One incid
3. Many Incidents to one Problem.
A. 1 and 2 only B. 2 and 3 only
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
Q
Which of the follo
the Problem Management to the Service Desk?
A. The number of problems r
B. The number of known Errors identifi C. The number of problem
D. The number of FRCSs ra
QUESTION 37
Which of the following best describes the go
A. To maintain an
B. To provide IT Service at th their minimum requirements does not exceed th
W
A.
B. ice Leort sta ts are esta to be
C. g place ar ordina D. n the CMDB is kept up to
Q
The sco by:
B. f update D. guration QUEST n “una A 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 ser 3. 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 OM eptional 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
Q
Which of the fo
CMDB would normally be broken?
B. The level at which the CIs will be independently installed, change replaced
C. The level which best facilitates the id system incidents
QUESTION 6
W
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 Wh Continu 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 i B. 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 Change B. Identify appropriate countermeasures
Conduct a business impact analysis
D. Establish a contract with an intermediate recovery provider
Q Status accounting B. Change Management C. Incident Management D. Configuration Management Q W nagement?
A. Auto error detection B. Duplexing
D. Queuing t
QUESTION 11
W
A. Service Level Agreements are between users departm support providers and are written in business language
B. Operational Level Agreements are between internal service provid
C. Operation
external providers and are written in business language D. Serv
QU Which 1. Vuln ment 2. M agement 3. R 4. Impa Planning -B, 4-C QU
Pro Which one of the following mo
A. Problem control, error control, management reporting tion, control, status accounting, verification
tification, severity analysis, support allocation, investigation
QU
The 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.
QU
Wh 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 Manage aintainability B. Capacity Man
esource C. Problem Management ct D. IT Service Continuity A. 1-D, 2-A, 3 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 ESTION 13
blem Management includes several core activities. st accurately summarises these?
B. Identifica
C. 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 incid
someone will contact them within an agreed time with an update. Retain ownership of the in
B. Tell them
C. Log the details inform the customer of the incident number. Suggest they ring back if they have
D
ESTION 15
en writing an IT Service Continui
mal 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
W terms?
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
Wh
approp 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
QU
An 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 chang B. Service performance trends
D. Customer
Q
ich of the following w A. Reduced requ B. 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 Service C. 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
QU
Wh
uled implementation date
endations D. The names of the CAB members
Service Capacity Management should ensure that the type, pattern, and pical resource requirem
Undertaking Service Capacity Management is sufficient to ensure that th erformance 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 after
C. Reviewing trends in Incidents and D. Having planned maintenance
Q F in the Manageme Problem Management Incident Ma Change Management Release Management Release Man ange Ma A. Schedulin
B. 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 sched
B. Some details of the back-out plan C. Any CAB Recomm
QU
Con
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
QU
y 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, Restora
B. Detection, Recovery, Repair, Restoration, Diagnosis Detection, Diagnosis, Recovery
QUESTION 30
W
An Incident which has been
B. An Incident that has passed its Service Level for fixing An Incident that has occurred more than o
D. The unknown underlying cause of one or more Incidents
ESTION 31
B
be a direct benef
B. Clearer Charging Policies C. Improved Financial forecasting
Higher quality suppo
ESTION 32
W
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 Manage
and obligations regardin D. A Change may only
he case of an
QUESTION 33
In which of the following circumstances is requesting an urgent change jus
A. Only one small com other components B. The CAB meeting
unavailable 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 of B. 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
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
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
QU
The 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; m
D. 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. Financia
D. 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 manageme tion?
ation
B. e spent on investigation and diagnosis by each D. Details and history of
ESTION 5
words Delta, F following stateme
A. A Packag
B. 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 relia function under given co the ease with which ma out
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 3
D. Only 1 and 3
QUESTION 7
W
1. CI Level A. Availability Management 2
3. 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
Q
A Configuration Management Database (CMDB) can contain different Items (CIs). Which of the i
A. A user name B
C. A bought-in software pack D. A procedure
Q
In 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 C
D. The impact upo
Q
What is the main difference between a CMDB {Configuration Management and a typical asset register?
A CMDB is a com B. There is no difference C D. A CMDB is a d QUESTION 11 A Sizing Important?
A. The availability of an IT service can be measured he use of an IT application
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
QU
Which 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
QUE
Without 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 been Advisory 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 im D
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
In
analysis and mana
A
B. Availability Management & IT Service Cont C. Incident & Change Management
D. Service Level Management & IT Service Continuity Management
Salesmen are able
routes and travelling times. On several occasions they have foun c
solution to this fault has been identified. Which processes other than In Management are involved in achieving a structural solution?
hange, Configuration
A. 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. 3 D.
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 C
D. Only Change, R
E. Only Problem & Release Management
Q
Percentage availability is calculated as:
A. (Downtime x 100) / Agreed Service Time B. (Agreed Service Time x 100) /Downtime C
D. (Agreed Service Tim
QUESTION
What 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
Q
Which of the following are Agreements?
1. The expectations of both 2
3. Unambiguous m
4. 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 Manag B. Change Management C. Configuration Management D. Network Management Q
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 on
teri tic of the Ser ice Supp
n be use
Are these statem
E. Only 2 F. Neither G. O
Q
Consider the follow
1. Number of incidents closed on without onward referral 2. Number of inc
3
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?
A
B. Make/model of faulty item mpact code
D. Cost of faulty item
QUESTION 24
One of th o
Which one of the following activities A
B. Working with Availability Management to ensure agreed levels of s availability n Error management D Q A trend a Which of th of 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 C D. The in contact QUESTION 26 C
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 C D. As required Q
sider the following statements ab
he intermediate recovery external o ipped with all the required hardw
2. The intermediate recovery external option is often shared between mu c
scription
the statements correct?
B. Neither C. Only 1 D. Only 2
Q
vailability Management term
A. Component Impact Ana B. Confidentiality, Integrity a
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
QU
Managing 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
QU
Which of the following can be regarded as CIs? 1.
3.
5. Network Components
Q
ich of the following is NOT the Concern of IT Financial Management?
A. Telephone Charges Invoicing
C. Differential Charging
D. Reviewing IT Service Quality
Q
If a customer com
apparently due to a number of related hardware incidents, who is responsible e
A. The Incident Manager The Capacity Manager C. The Problem Manager D. The Availability Manager
Q
Which of the follo
propose pr B. In order to be ab have b C. It is only possible to be D. IT Financial manageme ESTION 33 B. System Ma
performance management information C. More IT Sys
D. 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
Q Y agreement. Wi could 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
QUESTIO
Which if th you NOT expect to see in an IT Service Continuity Plan?
C. Reference to change control procedures ervice Level Agreements
QU
Consider 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 t staff
B. Stand-by generator, telecommunications equipment, system manuals, su staff, water
C. A building, telecommunications equipment, a computer, support staff, documentation
A building, electricity, water, support staff, system manuals
Q
A company has
handles the ordering of raw materials for the manufacturing process. This is
xtending the “sto
troduced in a monthly p
e corrected very quickly to avoid affecting m ossible solution to be adopted by Prob
A. The errors are reported
by Change Management as a R change’
The errors are reported as Problems a manufact
C. The errors are reported as incidents to the Service Desk and afte research they are identified as Known Errors, which can then be The errors are reported as Incidents
cause 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 s changes
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 Q D 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
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 investigate
C. To trace the cause of incidents
QUESTION 2
W
A
B. To serve as the interna C. To serve as the standard mod D. To serve as a theoretic
Q
The network ma
manage the network. One of the contributing factors fr
Which ITIL process would improve this situation
A. Change Management B
C. Incident Man
D. Problem Management
Q
Which task is a Problem Management re
A. To co-ordinate all mod
B. To record incidents for later s C. To approve all modifica D. To identify user needs and m
QUESTION 5
The data in the Configuration Management Data a
Which process grants su
A. Change Manag B
C. Incident Man
D. Service Level Management
Q
Which concept is part of Change Management?
A
B. 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-networke
installed as a print server for the local area network.
Which process is responsible M A B. Configuration Managemen C. Problem Management D. Release Management Q Because of its in
decides 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 M B. IT Service C. Service Le D. 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 C D. 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 organizati C. To regis
QUESTION 12
F
Incident registrat
A
B. To report on the number and n p
C. 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?
A
B. Notices regarding modified C. Requests to the IT orga
QUESTION 14 A IT infrastructures W required for ap A. Application B. Capacity C D. Release Manag Q
Which 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.
