Sample Exam

ITIL Foundation
ITIL
Sample examination ITIL Foundation
ITIL Foundation Certificate in IT Service Management
Edition September 2006
Content
3 Introduction
4 Sample exam
14 Answer key
34 The evaluation
EXI SA!"#E ITI#$%3&'% ()'4#*(+
Copyrigt ! 2006 E"I#
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ITI# is a 0e,istered Trademark o- 12*&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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Introduction
This is the sample examination ITI# $oundation&
This sample examination consists o- 4( multiple3choice 4uestions& Each multiple3choice 4uestion has a
num.er o- possi.le answers/ o- which only one is the correct answer&
The maximum num.er o- points that can .e o.tained -or this examination is 4(& Each correct answer is
worth one point& I- you o.tain '+ points or more you have passed&
The time allowed -or this examination is +( minutes&
o ri,hts may .e derived -rom this in-ormation&
2ood luck5
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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Sample exam
' of &0
6hich ITI# process or -unction deals with issues and 4uestions a.out the use o- services/ raised .y end
users7
(& Availa.ility !ana,ement
)& Service #evel !ana,ement
C& "ro.lem !ana,ement
*& Service 8esk
2 of &0
6hat is the di--erence .etween a 9nown Error and a "ro.lem7
(& The underlyin, cause o- a 9nown Error is known: the underlyin, cause o- a "ro.lem is not known&
)& A 9nown Error involves an error in the IT in-rastructure: a "ro.lem does not involve such an error&
C& A 9nown Error always ori,inates -rom an Incident: this is not always the case with a "ro.lem&
*& 6ith a "ro.lem/ the relevant *on-i,uration Items have .een identi-ied: this is not the case with a 9nown
Error&
% of &0
6ho coordinates the production o- the $orward Schedule o- *han,es ;$S*<7
(& *han,e !ana,er
)& *han,e Advisory =oard ;*A=<
C& 0elease !ana,er
*& IT !ana,ement
& of &0
6ithin an or,ani>ation/ who is authori>ed to esta.lish an a,reement with the IT department/ concernin, IT
Services7
(& the Service #evel !ana,er
)& the user o- the IT resources
C& the ITI# process owner
*& the customer o- the IT department
EXI SA!"#E ITI#$%3&'% ()'4#*(+
&$%&
+ of &0
6here are re4uirements that in-luence capacity/ recorded7
(& *apacity "lan
)& Service Improvement "ro,ram
C& Service ?uality "lan
*& Service #evel 0e4uirements
6 of &0
6hen a new version o- a so-tware packa,e is installed in a desktop or client@server environment/ it can a--ect
other so-tware packa,es already in that environment& Sometimes/ these other so-tware packa,es need to .e
installed a,ain&
6hen installin, new so-tware/ which ITI# process monitors whether other so-tware must .e reinstalled and
tested7
(& *han,e !ana,ement
)& IT Service *ontinuity !ana,ement
C& "ro.lem !ana,ement
*& 0elease !ana,ement
, of &0
The Availa.ility !ana,er wants to know the trend re,ardin, the recovery o- IT components&
$rom which process or -unction would he@she re4uest the necessary in-ormation7
(& Service 8esk
)& 0elease !ana,ement
C& *on-i,uration !ana,ement
*& Service #evel !ana,ement
- of &0
6hich term means that an incident has departed -rom the normal service level7
(& Escalation
)& Impact
C& "riority
*& Ar,ency
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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. of &0
"ro.lem *ontrol is a su.3process o- "ro.lem !ana,ement& The -irst activity o- "ro.lem *ontrol is to identify
and record problem/&
6hat is the -irst step to .e taken in identi-yin, a pro.lem7
(& analy>e all existin, incidents
)& classi-y and prioriti>e pro.lems
C& solve pro.lems
*& provide mana,ement in-ormation
'0 of &0
6hich one o- the -ollowin, is the direct responsi.ility o- *han,e !ana,ement to report on a re,ular .asis/
say monthly7
(& num.er o- 0e4uests -or *han,e ;0$*s< re,istered in the *on-i,uration !ana,ement 8ata.ase ;*!8=<
durin, the measurin, period
)& num.er o- *han,es raised .y "ro.lem !ana,ement durin, the measurin, period
C& num.er o- approved 0$*s that had their implementation schedule delayed durin, the measurin, period
*& incorrectly re,istered *on-i,uration Items ;*Is< -ound durin, the measurin, period
'' of &0
$rom which data repository can statistical in-ormation .e extracted to ,ain an insi,ht into the structure and
composition o- the IT in-rastructure7
(& the *apacity 8ata.ase ;*8=<
)& the *on-i,uration !ana,ement 8ata.ase ;*!8=<
C& the 8e-initive Bardware Store ;8BS<
*& the 8e-initive So-tware #i.rary ;8S#<
'2 of &0
6hat is another term -or Aptime7
(& !ean Time =etween $ailures ;!T=$<
)& !ean Time To 0epair ;!TT0<
C& !ean Time =etween System Incidents ;!T=SI<
*& 0elationship .etween !T=$ and !T=SI
EXI SA!"#E ITI#$%3&'% ()'4#*(+
6$%&
'% of &0
6hich o- the -ollowin, is an activity o- IT Service *ontinuity !ana,ement7
(& in-ormin, end users o- a system -ailure
)& documentin, the -all.ack arran,ements
C& reportin, re,ardin, availa.ility
*& ,uaranteein, that the *on-i,uration Items are constantly kept up3to3date
'& of &0
6hat is the de-inition o- *on-identiality within the Security !ana,ement process7
(& protection o- the data a,ainst unauthori>ed access and use
)& a.ility to access data at any moment
C& the capa.ility to veri-y that the data is correct
*& the correctness o- the data
'+ of &0
6hat is usually not an activity o- the Service 8esk7
(& handlin, ;standard< 0e4uests $or *han,e
)& handlin, complaints a.out the services o- the IT or,ani>ation
C& determinin, the root cause o- incidents
*& providin, in-ormation on products and services
'6 of &0
6hich o- the -ollowin, documents is an output o- one o- the tactical processes7
(& user manual -or an application
)& newsletter -rom the Service 8esk a.out an application
C& discussion a.out a 0e4uest -or *han,e ;0$*< -or expansion o- an application with the person who
su.mitted the 0$*
*& a,reements on the availa.ility percenta,e o- an application
EXI SA!"#E ITI#$%3&'% ()'4#*(+
,$%&
', of &0
An end3userCs "* crashes& This is not the -irst time that he has had pro.lems with his "*& It also crashed
three months a,o& The user reports the crash to the Service 8esk&
6hat type o- record should .e created -or the userCs call7
(& an Incident
)& a 9nown Error
C& a "ro.lem
*& a 0e4uest -or *han,e
'- of &0
6hich o- the -ollowin, is an example o- a Service 0e4uest7
(& a complaint a.out the provision o- services
)& an error report
C& a re4uest -or relocation o- e4uipment
*& a re4uest -or documentation
'. of &0
6hat is an activity within the area o- "roactive "ro.lem !ana,ement7
(& handlin, 0e4uests -or *han,e
)& per-ormin, trend analyses and identi-yin, potential incidents and pro.lems
C& -ollowin, up on all incidents and disruptions
*& minimi>in, the disruption to services resultin, -rom *han,es to the IT environment
20 of &0
6hich ITI# process or -unction makes the most important and most -re4uent su.stantive contri.ution to
keepin, the *on-i,uration !ana,ement 8ata.ase ;*!8=< up to date7
(& *han,e !ana,ement
)& Service 8esk
C& Incident !ana,ement
*& "ro.lem !ana,ement
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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2' of &0
1ne o- the activities o- *on-i,uration !ana,ement is *ontrol&
6hat does this activity entail7
(& updatin, chan,es to *on-i,uration Items ;*Is< and their relationships in the *on-i,uration !ana,ement
8ata.ase ;*!8=<
)& veri-yin, that the *Is and their attri.utes are speci-ied correctly in the *on-i,uration !ana,ement
8ata.ase ;*!8=<
C& installin, all new *Is and their attri.utes correctly in the operatin, environment
*& makin, an inventory and .aseline o- all *Is and their attri.utes in the operatin, environment
22 of &0
6hich activity is part o- the Availa.ility !ana,ement process7
(& classi-yin, 0e4uests $or *han,e
)& de-inin, the impact code -or incidents
C& identi-yin, pro.lems with the availa.ility o- IT Services
*& measurin, the availa.ility o- IT Services
2% of &0
In which ITI# process are rates -or IT services ne,otiated with customers7
(& Availa.ility !ana,ement
)& *apacity !ana,ement
C& $inancial !ana,ement -or IT Services
*& Service #evel !ana,ement
2& of &0
6hich attri.ute in the *on-i,uration !ana,ement 8ata.ase ;*!8=< would help to ascertain which
*on-i,uration Items are in maintenance at a particular moment in time7
(& purchase date
)& owner
C& location
*& status
EXI SA!"#E ITI#$%3&'% ()'4#*(+
.$%&
2+ of &0
6hich o- the -ollowin, must .e individually and uni4uely authori>ed .y *han,e !ana,ement .e-ore any
action can take place7
(& re,ular data entry -rom Asers into a data.ase
)& chan,in, a password -or a Aser
C& addin, a new Aser to the human resources system
*& movin, a networked printer to a new location
26 of &0
There have .een two incidents on a server& It appears that the server is overloaded due to its multiple
connections&
6hat kind o- action should Incident !ana,ement take in this instance7
(& Ask *apacity !ana,ement to expand the *apacity o- the server&
)& Ask "ro.lem !ana,ement to look into the "ro.lem ri,ht away&
C& Ask Security !ana,ement to check whether too many authori>ations may have .een issued&
*& Ask Service #evel !ana,ement to revise the Service #evel A,reements ;S#As<&
2, of &0
6hich ITI# process includes the matchin, o- incidents with known ;documented< solutions as one o- its
activities7
(& *han,e !ana,ement
)& Incident !ana,ement
C& "ro.lem !ana,ement
*& *on-i,uration !ana,ement
2- of &0
6hen the cause o- a "ro.lem is known/ what status is ,iven to the "ro.lem7
(& the status CIncidentC
)& the status C9nown ErrorC
C& the status CSolvedC
*& the status C0e4uest $or *han,eC
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'0$%&
2. of &0
A-ter a *han,e has .een implemented/ an evaluation is per-ormed&
6hat is this evaluation called7
(& $orward Schedule o- *han,es ;$S*<
)& "ost Implementation 0eview ;"I0<
C& Service Improvement "ro,ramme ;SI"<
*& Service #evel 0e4uirement ;S#0<
%0 of &0
8ue to a de-ect/ a userCs sound card is replaced with a new one/ made .y a di--erent manu-acturer&
6hich ITI# process is responsi.le -or re,isterin, the new sound card7
(& *han,e !ana,ement
)& *on-i,uration !ana,ement
C& Incident !ana,ement
*& "ro.lem !ana,ement
%' of &0
6here are the contents o- so-tware releases maintained7
(& *apacity 8ata.ase ;*8=<
)& *on-i,uration !ana,ement 8ata.ase ;*!8=<
C& 8e-initive Bardware Store ;8BS<
*& 8e-initive So-tware #i.rary ;8S#<
%2 of &0
6hich o- the -ollowin, is included in a Service #evel A,reement ;S#A<7
(& arran,ements a.out the services to .e provided
)& availa.ility statistics -or the previous period
C& an action plan -or settin, up the Service #evel !ana,ement process
*& detailed technical descriptions o- a network protocol
EXI SA!"#E ITI#$%3&'% ()'4#*(+
''$%&
%% of &0
6hich ITI# process ensures that the IT Services are restored as soon as possi.le in the case o- a
disruption7
(& *han,e !ana,ement
)& Incident !ana,ement
C& "ro.lem !ana,ement
*& Service #evel !ana,ement
%& of &0
6hich in-ormation does the D$inancial !ana,ement -or IT ServicesD process deliver to Service #evel
!ana,ement7
(& the availa.ility o- the IT services in a speci-ic period
)& the costs o- the $inancial !ana,ement system
C& the total costs o- network mana,ement
*& how much has .een spent on IT services per client
%+ of &0
6hat is the responsi.ility o- the Security !ana,er when a new Service #evel A,reement ;S#A< is created7
(& translatin, the Service #evel 0e4uirements -or data security
)& determinin, the Security =aseline in the Service *atalo,ue
C& providin, ,uidelines -or the Security section o- the S#A
*& reportin, on the technical availa.ility o- security components
%6 of &0
6hich ITI# process is responsi.le -or control and mana,ement o- the implementation o- a new so-tware
release7
(& *han,e !ana,ement
)& *on-i,uration !ana,ement
C& 0elease !ana,ement
*& Service #evel !ana,ement
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'2$%&
%, of &0
6hich ITI# process determines relevant counter measures .ased on an analysis o- threats and
dependencies concernin, IT Services7
(& Availa.ility !ana,ement
)& IT Service *ontinuity !ana,ement
C& "ro.lem !ana,ement
*& Service #evel !ana,ement
%- of &0
6hich *apacity !ana,ement activity can .e used to in-luence the usa,e o- computin, resources7
(& Application Si>in,
)& 8emand !ana,ement
C& !odelin,
*& Tunin,
%. of &0
6hich ITI# process is responsi.le -or developin, a char,in, system7
(& Availa.ility !ana,ement
)& *apacity !ana,ement
C& $inancial !ana,ement -or IT Services
*& Service #evel !ana,ement
&0 of &0
6hat is IT Service !ana,ement7
(& e--ectively and e--iciently mana,in, the 4uality o- the IT Services
)& or,ani>in, the mana,ement o- the IT in-rastructure accordin, to the .est practices o- ITI#
C& mana,in, the IT in-rastructure in a process3oriented way so that the IT or,ani>ation can provide the
customer with IT products in a pro-essional way
*& promotin, an understandin, o- IT Services amon, a wider audience

EXI SA!"#E ITI#$%3&'% ()'4#*(+
'%$%&
(n/0er 1ey
' of &0
6hich ITI# process or -unction deals with issues and 4uestions a.out the use o- services/ raised .y end
users7
(& Availa.ility !ana,ement
)& Service #evel !ana,ement
C& "ro.lem !ana,ement
*& Service 8esk
A& Incorrect& Availa.ility !ana,ement has no direct contact with users&
=& Incorrect& Service #evel !ana,ement mainly concerns itsel- with the a,reements with the customer -or
the IT Services/ not with resolvin, mal-unctions or answerin, usersC 4uestions&
*& Incorrect& "ro.lem !ana,ement concerns itsel- with investi,atin, the underlyin, cause o- a "ro.lem&
8& *orrect& 8ealin, with 4uestions a.out the use or issues with services is the task o- the Service 8esk&
2 of &0
6hat is the di--erence .etween a 9nown Error and a "ro.lem7
(& The underlyin, cause o- a 9nown Error is known: the underlyin, cause o- a "ro.lem is not known&
)& A 9nown Error involves an error in the IT in-rastructure: a "ro.lem does not involve such an error&
C& A 9nown Error always ori,inates -rom an Incident: this is not always the case with a "ro.lem&
*& 6ith a "ro.lem/ the relevant *on-i,uration Items have .een identi-ied: this is not the case with a 9nown
Error&
A& *orrect& An underlyin, cause will .e identi-ied when a "ro.lem is .ein, investi,ated& This results in a
9nown Error&
=& Incorrect& The cause o- .oth a 9nown Error and a "ro.lem can .e located in the IT in-rastructure& This
cause will .e known in the case o- a 9nown Error/ .ut not in the case o- a "ro.lem&
*& Incorrect& A "ro.lem should always have .een de-ined -rom the re,istration o- one or more Incidents&
8& Incorrect& In the description o- a "ro.lem/ the *on-i,uration Items involved are not yet known& The
"ro.lem must still .e investi,ated/ a-ter which the cause o- the error and the relevant *on-i,uration Items
are identi-ied and the "ro.lem .ecomes a 9nown Error&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'&$%&
% of &0
6ho coordinates the production o- the $orward Schedule o- *han,es ;$S*<7
(& *han,e !ana,er
)& *han,e Advisory =oard ;*A=<
C& 0elease !ana,er
*& IT !ana,ement
A& *orrect& The *han,e !ana,er is the only person who can assume ultimate responsi.ility -or the $S*&
=& Incorrect& The *han,e Advisory =oard ;*A=< is an advisory .ody and can ,ive recommendations/ .ut the
*han,e !ana,er has ultimate responsi.ility&
*& Incorrect& The 0elease !ana,er uses the $orward Schedule o- *han,es and may provide -eed.ack and
status reports a,ainst it only&
8& Incorrect& The *han,e !ana,er is empowered with authority on .ehal- o- the IT !ana,ement&
& of &0
6ithin an or,ani>ation/ who is authori>ed to esta.lish an a,reement with the IT department/ concernin, IT
Services7
(& the Service #evel !ana,er
)& the user o- the IT resources
C& the ITI# process owner
*& the customer o- the IT department
A& Incorrect&The Service #evel !ana,er .elon,s to the IT department/ and as such cannot esta.lish an
a,reement with the IT department&
=& Incorrect& The user o- the IT resources has no authori>ation .eyond the daily use -or his or her daily tasks&
*& Incorrect& The ITI# process owner .elon,s to the IT department/ and as such cannot esta.lish an
a,reement with the IT department&
8& *orrect& The customer o- the IT department is authori>ed to esta.lish an a,reement with the IT
department/ concernin, the IT Services he or she may purchase&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'+$%&
+ of &0
6here are re4uirements that in-luence capacity/ recorded7
(& *apacity "lan
)& Service Improvement "ro,ram
C& Service ?uality "lan
*& Service #evel 0e4uirements
A& Incorrect& The *apacity "lan ,ives a picture o- the existin, capacity and the expected developments in
the demand -or services& It also ,ives an overview o- expected costs&
=& Incorrect& Actions/ phases and delivery dates are documented in the Service Improvement "ro,ram/ the
,oal o- which is to improve an IT service&
*& Incorrect& The Service ?uality "lan contains process parameters -or purposes o- mana,ement
in-ormation&
8& *orrect& 0e4uirements are laid down in the Service #evel 0e4uirements/ which -orm the .asis -or
desi,nin,/ developin, and constructin, the service to .e a.le in the end to sa-e,uard the S#A&
6 of &0
6hen a new version o- a so-tware packa,e is installed in a desktop or client@server environment/ it can a--ect
other so-tware packa,es already in that environment& Sometimes/ these other so-tware packa,es need to .e
installed a,ain&
6hen installin, new so-tware/ which ITI# process monitors whether other so-tware must .e reinstalled and
tested7
(& *han,e !ana,ement
)& IT Service *ontinuity !ana,ement
C& "ro.lem !ana,ement
*& 0elease !ana,ement
A& *orrect& *han,e !ana,ement ensures that the risks associated with a *han,e are assessed and kept to
a minimum&
=& Incorrect& IT Service *ontinuity !ana,ement may .e involved indirectly in this matter i- there is a serious
pro.lem as a result o- the *han,e/ and the IT Service *ontinuity "lan must .e put into e--ect as a result&
Bowever/ this is not the responsi.ility o- IT Service *ontinuity !ana,ement&
*& Incorrect& This is not the task o- "ro.lem !ana,ement&
8& Incorrect& The actual activities ;reinstallin, and testin, packa,es< may .e the task o- 0elease
!ana,ement/ .ut *han,e !ana,ement is responsi.le -or assessin, the necessity o- these activities/ and
monitorin, the results and the 4uality o- these activities&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'6$%&
, of &0
The Availa.ility !ana,er wants to know the trend re,ardin, the recovery o- IT components&
$rom which process or -unction would he@she re4uest the necessary in-ormation7
(& Service 8esk
)& 0elease !ana,ement
C& *on-i,uration !ana,ement
*& Service #evel !ana,ement
A& Incorrect& This is not the responsi.ility o- the Service 8esk& The Incident !ana,ement process does
provide relevant in-ormation to *on-i,uration !ana,ement .y linkin, incident records to *ICs&
=& Incorrect& This is not the responsi.ility o- 0elease !ana,ement&
*& *orrect& 8ata pertainin, to the -ailure rate/ duration/ etc& can .e retrieved -rom the *!8= as incidents can
.e linked to *I records&
8& Incorrect& This is not the responsi.ility o- Service #evel !ana,ement&
- of &0
6hich term means that an incident has departed -rom the normal service level7
(& Escalation
)& Impact
C& "riority
*& Ar,ency
A& Incorrect& This situation involves an incident: it does not ;yet< involve an Escalation&
=& *orrect& The Impact is the de,ree to which the incident leads to a departure -rom the normal service level&
*& Incorrect& The "riority is determined .y Impact and Ar,ency&
8& Incorrect& Ar,ency pertains to the rate at which the incident should .e remedied&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
',$%&
. of &0
"ro.lem *ontrol is a su.3process o- "ro.lem !ana,ement& The -irst activity o- "ro.lem *ontrol is to identify
and record problem/&
6hat is the -irst step to .e taken in identi-yin, a pro.lem7
(& analy>e all existin, incidents
)& classi-y and prioriti>e pro.lems
C& solve pro.lems
*& provide mana,ement in-ormation
A& *orrect& Analysis o- all existin, incidents is the -irst activity o- "ro.lem !ana,ement in the "ro.lem
*ontrol su.process&
=& Incorrect& This is not one o- the -irst steps&
*& Incorrect& This will certainly not .e the -irst step& In order to solve a "ro.lem/ "ro.lem !ana,ement must
-irst investi,ate what the "ro.lem is&
8& Incorrect& "ro.lem !ana,ement can only report on the "ro.lem when in-ormation is known a.out the
"ro.lem& This is the last step&
'0 of &0
6hich one o- the -ollowin, is the direct responsi.ility o- *han,e !ana,ement to report on a re,ular .asis/
say monthly7
(& num.er o- 0e4uests -or *han,e ;0$*s< re,istered in the *on-i,uration !ana,ement 8ata.ase ;*!8=<
durin, the measurin, period
)& num.er o- *han,es raised .y "ro.lem !ana,ement durin, the measurin, period
C& num.er o- approved 0$*s that had their implementation schedule delayed durin, the measurin, period
*& incorrectly re,istered *on-i,uration Items ;*Is< -ound durin, the measurin, period
A& Incorrect& This is the responsi.ility o- *on-i,uration !ana,ement to report&
=& Incorrect& This is the responsi.ility o- "ro.lem !ana,ement to report&
*& *orrect& This is the responsi.ility o- *han,e !ana,ement to report all exceptions to the *han,e
schedule&
8& Incorrect& This is the responsi.ility o- *on-i,uration !ana,ement&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'-$%&
'' of &0
$rom which data repository can statistical in-ormation .e extracted to ,ain an insi,ht into the structure and
composition o- the IT in-rastructure7
(& the *apacity 8ata.ase ;*8=<
)& the *on-i,uration !ana,ement 8ata.ase ;*!8=<
C& the 8e-initive Bardware Store ;8BS<
*& the 8e-initive So-tware #i.rary ;8S#<
A& Incorrect& The *apacity 8ata.ase ;*8=< contains only capacity and per-ormance data on the IT
in-rastructure&
=& *orrect& The *on-i,uration !ana,ement 8ata.ase ;*!8=< contains a record o- the entire IT
in-rastructure and its interrelationships&
*& Incorrect& The 8e-initive Bardware Store ;8BS< is the stora,e location -or hardware stocks o-
standardi>ed .asic con-i,urations&
8& Incorrect& The 8e-initive So-tware #i.rary ;8S#< contains operational and earlier versions o- so-tware/ and
documentation on them&
'2 of &0
6hat is another term -or Aptime7
(& !ean Time =etween $ailures ;!T=$<
)& !ean Time To 0epair ;!TT0<
C& !ean Time =etween System Incidents ;!T=SI<
*& 0elationship .etween !T=$ and !T=SI
A& *orrect&
=& Incorrect& !ean Time To 0epair ;!TT0< is the avera,e time re4uired to resolve an incident ;8owntime<&
*& Incorrect& !ean Time =etween System Incidents ;!T=SI< is the avera,e time .etween the occurrence o-
two successive incidents& This includes !T=$ and !TT0&
8& Incorrect& A relationship .etween two di--erent time indicators produces a -actor or percenta,e as a result&
This has nothin, to do with Aptime&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
'.$%&
'% of &0
6hich o- the -ollowin, is an activity o- IT Service *ontinuity !ana,ement7
(& in-ormin, end users o- a system -ailure
)& documentin, the -all.ack arran,ements
C& reportin, re,ardin, availa.ility
*& ,uaranteein, that the *on-i,uration Items are constantly kept up3to3date
A& Incorrect& In-ormin, users o- system -ailure is a Service 8esk activity&
=& *orrect&
*& Incorrect& "rovidin, reports on availa.ility is an activity o- Availa.ility !ana,ement&
8& Incorrect& 2uaranteein, that the *on-i,uration Items are constantly kept up3to3date is an activity o-
*on-i,uration !ana,ement&
'& of &0
6hat is the de-inition o- *on-identiality within the Security !ana,ement process7
(& protection o- the data a,ainst unauthori>ed access and use
)& a.ility to access data at any moment
C& the capa.ility to veri-y that the data is correct
*& the correctness o- the data
A& *orrect& "rotection o- the data a,ainst unauthori>ed access and use is the de-inition o- *on-identiality as
used in the Security !ana,ement process&
=& Incorrect& A.ility to access data at any moment is a de-inition o- Availa.ility as used in the Security
!ana,ement process&
*& Incorrect& The capa.ility to veri-y that the data is correct is part o- the de-inition o- Inte,rity as used in the
Security !ana,ement process&
8& Incorrect& The correctness o- the data is part o- the de-inition o- Inte,rity as used in the Security
!ana,ement process&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
20$%&
'+ of &0
6hat is usually not an activity o- the Service 8esk7
(& handlin, ;standard< 0e4uests $or *han,e
)& handlin, complaints a.out the services o- the IT or,ani>ation
C& determinin, the root cause o- incidents
*& providin, in-ormation on products and services
A& Incorrect& The handlin, o- ;standard< 0e4uests $or *han,e is an activity within *han,e !ana,ement/ .ut
it can also .e a Service 8esk activity&
=& Incorrect& The handlin, o- complaints a.out the services o- the IT or,ani>ation is an activity within Service
#evel !ana,ement/ .ut it can also .e a Service 8esk activity&
*& *orrect& 8eterminin, the root cause o- incidents is an activity o- "ro.lem !ana,ement&
8& Incorrect& "rovidin, in-ormation on products and services can .e an activity o- the Service 8esk&
'6 of &0
6hich o- the -ollowin, documents is an output o- one o- the tactical processes7
(& user manual -or an application
)& newsletter -rom the Service 8esk a.out an application
C& discussion a.out a 0e4uest -or *han,e ;0$*< -or expansion o- an application with the person who
su.mitted the 0$*
*& a,reements on the availa.ility percenta,e o- an application
A& Incorrect& Aser support -or an application is part o- the Incident !ana,ement process/ an operational
process&
=& Incorrect& A newsletter -rom the Service 8esk a.out an application is a -orm o- communication -rom the
Service 8esk/ an operational department&
*& Incorrect& A discussion a.out a 0e4uest -or *han,e ;0$*< -or the expansion o- an application with the
person who su.mitted this 0$* is a -orm o- communication in the *han,e !ana,ement process/ an
operational process&
8& *orrect& A,reements on the availa.ility percenta,e needed o- an application are made in the Service
#evel !ana,ement process/ a tactical process&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2'$%&
', of &0
An end3userCs "* crashes& This is not the -irst time that he has had pro.lems with his "*& It also crashed
three months a,o& The user reports the crash to the Service 8esk&
6hat type o- record should .e created -or the userCs call7
(& an Incident
)& a 9nown Error
C& a "ro.lem
*& a 0e4uest -or *han,e
A& *orrect& This is an Incident&
=& Incorrect& A recurrin, mal-unction is not necessarily a 9nown Error& The occurences mi,ht have di--erent
causes&
*& Incorrect& A recurrin, mal-unction is not necessarily a "ro.lem&
8& Incorrect& This is not a 0e4uest $or *han,e&
'- of &0
6hich o- the -ollowin, is an example o- a Service 0e4uest7
(& a complaint a.out the provision o- services
)& an error report
C& a re4uest -or relocation o- e4uipment
*& a re4uest -or documentation
A& Incorrect& A complaint a.out the provision o- services is possi.ly an Incident/ .ut it is not a Service
0e4uest that can .e solved .y the Service 8esk accordin, to a strai,ht-orward standard procedure&
=& Incorrect& An error report is not a Service 0e4uest/ .ut it re4uires Incident !ana,ement procedures to
ensure the rapid recovery o- services&
*& Incorrect& A re4uest -or the relocation o- e4uipment is a *han,e re4uest&
8& *orrect& A re4uest -rom a user -or in-ormation/ advice/ documentation or a new password/ -or example/ is
a Service 0e4uest&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
22$%&
'. of &0
6hat is an activity within the area o- "roactive "ro.lem !ana,ement7
(& handlin, 0e4uests -or *han,e
)& per-ormin, trend analyses and identi-yin, potential incidents and pro.lems
C& -ollowin, up on all incidents and disruptions
*& minimi>in, the disruption to services resultin, -rom *han,es to the IT environment
A& Incorrect& Bandlin, 0e4uests -or *han,e is the task o- *han,e !ana,ement&
=& *orrect& "roactive "ro.lem !ana,ement concerns itsel- with trend analysis and identi-yin, potential
incidents and pro.lems&
*& Incorrect& $ollowin, up on all incidents and disruptions is the task o- Incident !ana,ement&
8& Incorrect& !inimi>in, the impact o- chan,es is not the task o- "roactive "ro.lem !ana,ement .ut o-
*han,e !ana,ement&
20 of &0
6hich ITI# process or -unction makes the most important and most -re4uent su.stantive contri.ution to
keepin, the *on-i,uration !ana,ement 8ata.ase ;*!8=< up to date7
(& *han,e !ana,ement
)& Service 8esk
C& Incident !ana,ement
*& "ro.lem !ana,ement
A& *orrect& *han,e !ana,ement continuously implements chan,es in the IT in-rastructure and is
responsi.le -or directin, chan,es in the *I re,istration&
=& Incorrect&The Service 8esk may .e involved in *on-i,uration !ana,ement activities& Bowever/ havin,
*han,e !ana,ement in place is more important -or keepin, the *!8= up to date than havin, a Service
8esk&
*& Incorrect& Incident !ana,ement consults the *!8=/ .ut does not provide input -or keepin, it up to date&
8& Incorrect& "ro.lem !ana,ement consults the *!8= and links pro.lems and known errors to *Is&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2%$%&
2' of &0
1ne o- the activities o- *on-i,uration !ana,ement is *ontrol&
6hat does this activity entail7
(& updatin, chan,es to *on-i,uration Items ;*Is< and their relationships in the *on-i,uration !ana,ement
8ata.ase ;*!8=<
)& veri-yin, that the *Is and their attri.utes are speci-ied correctly in the *on-i,uration !ana,ement
8ata.ase ;*!8=<
C& installin, all new *Is and their attri.utes correctly in the operatin, environment
*& makin, an inventory and .aseline o- all *Is and their attri.utes in the operatin, environment
A& *orrect&
=& Incorrect& Eeri-yin, that the *Is and their attri.utes are speci-ied correctly in the *on-i,uration
!ana,ement 8ata.ase ;*!8=< is a description o- Eeri-ication/ and not the *ontrol activity&
*& Incorrect& Installin, new *Is in the operatin, environment does not descri.e the *ontrol activity& It is an
activity that is usually executed .y 0elease !ana,ement under the responsi.ility o- *han,e !ana,ement&
8& Incorrect& To inventory the *on-i,uration Items ;*Is< is a description o- Identi-ication and 0e,istration/ and
not the *ontrol activity&
22 of &0
6hich activity is part o- the Availa.ility !ana,ement process7
(& classi-yin, 0e4uests $or *han,e
)& de-inin, the impact code -or incidents
C& identi-yin, pro.lems with the availa.ility o- IT Services
*& measurin, the availa.ility o- IT Services
A& Incorrect& *lassi-yin, 0e4uests $or *han,e is a *han,e !ana,ement activity&
=& Incorrect& 8e-inin, the impact code -or incidents is an Incident !ana,ement activity&
*& Incorrect& Identi-yin, pro.lems with the availa.ility o- IT Services is a "ro.lem !ana,ement activity&
8& *orrect& In addition to reportin,/ measurement is the most important activity in the Availa.ility
!ana,ement process& The measurement and reportin, activities create the .asis -or veri-yin, service
a,reements/ removin, pro.lem situations and -ormulatin, proposals -or improvement&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2&$%&
2% of &0
In which ITI# process are rates -or IT services ne,otiated with customers7
(& Availa.ility !ana,ement
)& *apacity !ana,ement
C& $inancial !ana,ement -or IT Services
*& Service #evel !ana,ement
A& Incorrect& Availa.ility !ana,ement does not ne,otiate with the customer&
=& Incorrect& *apacity !ana,ement does not ne,otiate with the customer&
*& Incorrect& $inancial !ana,ement -or IT Services determines the cost price and sales price .ased on the
-inancial policy or ne,otiations with the customer/ .ut is not directly involved in ne,otiations&
8& *orrect& 1ne o- the activities o- Service #evel !ana,ement is Cdrawin, up and ne,otiatin, the a,reementC&
"art o- this activity involves ne,otiatin, on the desired level o- services in relation to the costs& "ricin,
in-ormation is recorded in a Service #evel A,reement ;S#A<&
2& of &0
6hich attri.ute in the *on-i,uration !ana,ement 8ata.ase ;*!8=< would help to ascertain which
*on-i,uration Items are in maintenance at a particular moment in time7
(& purchase date
)& owner
C& location
*& status
A& Incorrect& The purchase date o- a *on-i,uration Item ;*I< has nothin, to do with the maintenance o- the
*I&
=& Incorrect& The owner does not chan,e i- a *I is in maintenance&
*& Incorrect& 6hile the location o- a *I may chan,e when in repair/ this attri.ute would not .e a use-ul way to
show all *Is currently in maintenance ;there may .e multiple maintenance locations<&
8& *orrect& Selectin, on status Cin maintenanceC/ all *Is in maintenance should .e shown&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2+$%&
2+ of &0
6hich o- the -ollowin, must .e individually and uni4uely authori>ed .y *han,e !ana,ement .e-ore any
action can take place7
(& re,ular data entry -rom Asers into a data.ase
)& chan,in, a password -or a Aser
C& addin, a new Aser to the human resources system
*& movin, a networked printer to a new location
A& Incorrect& Enterin, data into a data.ase is not a chan,e .ased on the ITI# de-inition o- a C*han,eC/
.ecause it does not chan,e the *I status o- the data.ase&
=& Incorrect& *han,in, a password is not a *han,e .ecause a password is not a *on-i,uration Item ;*I<I&
*& Incorrect& Addin, a new Aser to the system is not a *han,e/ .ecause the *I status o- the system is not
chan,ed&
8& *orrect& !ovin, a networked printer is a *han,e/ .ecause the attri.ute o- the location -or this "rinter3*I
is chan,ed& In addition/ the chan,e o- the location o- this printer can have a certain impact on the way the IT
in-rastructure -unctions& As such/ the impact o- this chan,e should .e assessed/ understood / and
authori>ed& Thus/ it should .e under the control o- *han,e !ana,ement&
26 of &0
There have .een two incidents on a server& It appears that the server is overloaded due to its multiple
connections&
6hat kind o- action should Incident !ana,ement take in this instance7
(& Ask *apacity !ana,ement to expand the *apacity o- the server&
)& Ask "ro.lem !ana,ement to look into the "ro.lem ri,ht away&
C& Ask Security !ana,ement to check whether too many authori>ations may have .een issued&
*& Ask Service #evel !ana,ement to revise the Service #evel A,reements ;S#As<&
A& Incorrect& An in4uiry should take place .e-ore any expansion to the server is carried out&
=& *orrect& The -irst step is to -ind out the real cause o- the incidents& It is the responsi.ility o- the "ro.lem
!ana,er to initiate and monitor this& 1nce it is clear that a lack o- capacity is the cause/ then several options
can .e considered&
*& Incorrect& 6hen the server was put into operation/ the num.er o- persons who could lo, on to the server
was known& The "ro.lem !ana,er should -irst carry out an in4uiry into the underlyin, cause&
8& Incorrect& There is no reason to revise the Service #evel A,reements&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
26$%&
2, of &0
6hich ITI# process includes the matchin, o- incidents with known ;documented< solutions as one o- its
activities7
(& *han,e !ana,ement
)& Incident !ana,ement
C& "ro.lem !ana,ement
*& *on-i,uration !ana,ement
A& Incorrect& *han,e !ana,ement deals with su.mitted 0e4uests -or *han,e/ and with processin, them&
=& *orrect& !atchin, is an activity that is part o- the Incident !ana,ement ITI# process&
*& Incorrect& "ro.lem !ana,ement deals with investi,atin, the underlyin, cause o- one or more incidents&
8& Incorrect& *on-i,uration !ana,ement deals with the re,istration o- *I in-ormation&
2- of &0
6hen the cause o- a "ro.lem is known/ what status is ,iven to the "ro.lem7
(& the status CIncidentC
)& the status C9nown ErrorC
C& the status CSolvedC
*& the status C0e4uest $or *han,eC
A& Incorrect& The status CIncidentC does not exist& Several incidents to,ether make up a "ro.lem&
=& *orrect& I- the cause o- the "ro.lem is known/ it ,ets the status 9nown Error&
*& Incorrect& The status CSolvedC is not a correct term in the ITI# descriptions& The "ro.lem must still .e
solved a-ter its cause is known&
8& Incorrect& A 0e4uest $or *han,e ;0$*< may .e the lo,ical conse4uence o- a 9nown Error& The 9nown
Error may .e solved .y applyin, -or and implementin, an 0$*&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2,$%&
2. of &0
A-ter a *han,e has .een implemented/ an evaluation is per-ormed&
6hat is this evaluation called7
(& $orward Schedule o- *han,es ;$S*<
)& "ost Implementation 0eview ;"I0<
C& Service Improvement "ro,ramme ;SI"<
*& Service #evel 0e4uirement ;S#0<
A& Incorrect& A $orward Schedule o- *han,es ;$S*< is not an evaluation/ .ut a calendar with a schedule o-
the comin, chan,es&
=& *orrect&
*& Incorrect& A Service Improvement "ro,ramme ;SI"< is not an evaluation& A SI" can/ however/ .e the
conse4uence o- an evaluation ;-rom Service #evel !ana,ement<&
8& Incorrect& Service #evel 0e4uirements ;S#0Cs< are the expectations o- the customer -or a ;new< service&
They do not involve an evaluation&
%0 of &0
8ue to a de-ect/ a userCs sound card is replaced with a new one/ made .y a di--erent manu-acturer&
6hich ITI# process is responsi.le -or re,isterin, the new sound card7
(& *han,e !ana,ement
)& *on-i,uration !ana,ement
C& Incident !ana,ement
*& "ro.lem !ana,ement
A& Incorrect& *han,e !ana,ement is responsi.le -or the *han,e/ .ut not -or re,isterin, the new
*on-i,uration Item ;*I< in the *on-i,uration !ana,ement 8ata.ase ;*!8=<&
=& *orrect& *on-i,uration !ana,ement re,isters new *on-i,uration Items ;*Is< in the *on-i,uration
!ana,ement 8ata.ase ;*!8=<&
*& Incorrect& Incident !ana,ement re,isters the Incident and its development/ .ut does not re,ister the *I in
the *!8=&
8& Incorrect& "ro.lem !ana,ement may have concluded that the sound card had to .e replaced/ .ut it is not
responsi.le -or re,isterin, the *I&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2-$%&
%' of &0
6here are the contents o- so-tware releases maintained7
(& *apacity 8ata.ase ;*8=<
)& *on-i,uration !ana,ement 8ata.ase ;*!8=<
C& 8e-initive Bardware Store ;8BS<
*& 8e-initive So-tware #i.rary ;8S#<
A& Incorrect& The *apacity 8ata.ase ;*8=< consists o- technical data/ .usiness data and all other data that
is important -or *apacity !ana,ement&
=& Incorrect& The 8e-initive So-tware #i.rary ;8S#< can .e part o- the *on-i,uration !ana,ement 8ata.ase
;*!8=<&
*& Incorrect& Bardware 4uantities are stored in the 8e-initive Bardware Store ;8BS</ particularly with re,ard
to standardi>ed .asic con-i,urations&
8& *orrect& The contents o- so-tware releases are maintained in the 8S#&
%2 of &0
6hich o- the -ollowin, is included in a Service #evel A,reement ;S#A<7
(& arran,ements a.out the services to .e provided
)& availa.ility statistics -or the previous period
C& an action plan -or settin, up the Service #evel !ana,ement process
*& detailed technical descriptions o- a network protocol
A& *orrect&
=& Incorrect& The availa.ility statistics are descri.ed in reports&
*& Incorrect& The a,reement to esta.lish and@or execute the action plan may .e included in a Service #evel
A,reement ;S#A</ .ut not the plan itsel-&
8& Incorrect& 8etailed technical descriptions o- services are not included in a ,ood S#A ;customer lan,ua,e</
let alone a technical description o- a network protocol&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
2.$%&
%% of &0
6hich ITI# process ensures that the IT Services are restored as soon as possi.le in the case o- a
disruption7
(& *han,e !ana,ement
)& Incident !ana,ement
C& "ro.lem !ana,ement
*& Service #evel !ana,ement
A& Incorrect& *han,e !ana,ement can sometimes .e involved in the solution procedure&
=& *orrect& 8isruptions ;Incidents< are reported throu,h Incident !ana,ement& Incident !ana,ement tries to
resolve the disruptions as soon as possi.le&
*& Incorrect& It is only a-ter it has .ecome clear that one or more disruptions have a structural cause 3 that is/
there is a "ro.lem involved 3 that "ro.lem !ana,ement tries to resolve the "ro.lem&
8& Incorrect& Service #evel !ana,ement does not resolve disruptions& This process records the
arran,ements made a.out service levels in a Service #evel A,reement ;S#A<&
%& of &0
6hich in-ormation does the D$inancial !ana,ement -or IT ServicesD process deliver to Service #evel
!ana,ement7
(& the availa.ility o- the IT services in a speci-ic period
)& the costs o- the $inancial !ana,ement system
C& the total costs o- network mana,ement
*& how much has .een spent on IT services per client
A& Incorrect& This in-ormation is reported -rom Availa.ility !ana,ement&
=& Incorrect& This in-ormation is reported to IT mana,ement&
*& Incorrect& These costs are not customer3related and there-ore not use-ul to Service #evel !ana,ement&
8& *orrect& This is one o- the cost3related items that are reported to Service #evel !ana,ement&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
%0$%&
%+ of &0
6hat is the responsi.ility o- the Security !ana,er when a new Service #evel A,reement ;S#A< is created7
(& translatin, the Service #evel 0e4uirements -or data security
)& determinin, the Security =aseline in the Service *atalo,ue
C& providin, ,uidelines -or the Security section o- the S#A
*& reportin, on the technical availa.ility o- security components
A& Incorrect& This is the responsi.ility o- the Service #evel !ana,er& The Service #evel !ana,er does/
however/ o.tain input on this su.Fect -rom the Security !ana,er&
=& Incorrect& This is the responsi.ility o- the Service #evel !ana,er& The Service #evel !ana,er does/
however/ o.tain input on this su.Fect -rom the Security !ana,er&
*& *orrect& The actual execution o- this activity is the responsi.ility o- Security !ana,ement&
8& Incorrect& 0eportin, on availa.ility is the responsi.ility o- Availa.ility !ana,ement&
%6 of &0
6hich ITI# process is responsi.le -or control and mana,ement o- the implementation o- a new so-tware
release7
(& *han,e !ana,ement
)& *on-i,uration !ana,ement
C& 0elease !ana,ement
*& Service #evel !ana,ement
A& *orrect& *ontrol and mana,ement o- the distri.ution o- releases are the responsi.ility o- *han,e
!ana,ement&
=& Incorrect& *on-i,uration !ana,ement does not mana,e the distri.ution o- releases& It is/ however/
involved in providin, *on-i,uration Item in-ormation and in modi-yin, that in-ormation as a result o- the
distri.ution&
*& Incorrect& 0elease !ana,ement does not mana,e the distri.ution o- releases/ .ut it does provide content3
related in-ormation a.out releases and the schedule&
8& Incorrect& Service #evel !ana,ement does not mana,e the distri.ution o- releases/ .ut it does provide
the user with reports on releases&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
%'$%&
%, of &0
6hich ITI# process determines relevant counter measures .ased on an analysis o- threats and
dependencies concernin, IT Services7
(& Availa.ility !ana,ement
)& IT Service *ontinuity !ana,ement
C& "ro.lem !ana,ement
*& Service #evel !ana,ement
A& Incorrect& Availa.ility !ana,ement provides data a.out the re4uisite availa.ility o- components in the IT
in-rastructure and their mutual dependency& This data is used -or the analysis o- threats and dependencies in
the IT Service *ontinuity !ana,ement process&
=& *orrect& IT Service *ontinuity !ana,ement analy>es the threats and dependencies and determines the
relevant countermeasures&
*& Incorrect& "ro.lem !ana,ement investi,ates the IT in-rastructure in order to detect the causes o-
;potential< mal-unctions in the provision o- services& Bowever/ external threats are not considered to .e
mal-unctions or errors in the IT in-rastructure&
8& Incorrect& Service #evel !ana,ement presents a transparent account o- the roles and responsi.ilities
re,ardin, the IT Services&
%- of &0
6hich *apacity !ana,ement activity can .e used to in-luence the usa,e o- computin, resources7
(& Application Si>in,
)& 8emand !ana,ement
C& !odelin,
*& Tunin,
A& Incorrect& Application Si>in, is the discipline that predicts the hardware capacity necessary -or runnin,
new or adapted applications&
=& *orrect& 8emand !ana,ement is the mana,ement o- capacity demands&
*& Incorrect& !odelin, is used to make predictions o- in-rastructure C.ehaviorC&
8& Incorrect& Tunin, is the optimal adFustment o- systems to the actual or expected workload .ased on the
data that has .een measured/ analy>ed and interpreted&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
%2$%&
%. of &0
6hich ITI# process is responsi.le -or developin, a char,in, system7
(& Availa.ility !ana,ement
)& *apacity !ana,ement
C& $inancial !ana,ement -or IT Services
*& Service #evel !ana,ement
A& Incorrect& The task o- Availa.ility !ana,ement is to mana,e the availa.ility o- the IT Services&
=& Incorrect& The task o- *apacity !ana,ement is to -acilitate the expected demand -or IT Services&
*& *orrect&
8& Incorrect& The task o- Service #evel !ana,ement is to make a,reements a.out IT Services&
&0 of &0
6hat is IT Service !ana,ement7
(& e--ectively and e--iciently mana,in, the 4uality o- the IT Services
)& or,ani>in, the mana,ement o- the IT in-rastructure accordin, to the .est practices o- ITI#
C& mana,in, the IT in-rastructure in a process3oriented way so that the IT or,ani>ation can provide the
customer with IT products in a pro-essional way
*& promotin, an understandin, o- IT Services amon, a wider audience
A& *orrect&
=& Incorrect& IT Service !ana,ement is much .roader than the ITI# method&
*& Incorrect& IT Service !ana,ement -ocuses on IT services rather than on IT products&
8& Incorrect& IT Service !ana,ement restricts itsel- to people who are workin, or are involved in the
speciali>ed -ield&
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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Te evaluation
The ta.le .elow shows the correct answers to the 4uestions in this sample examination&
number an/0er point/ number an/0er point/
' * 1 2' ( 1
2 ( 1 22 * 1
% ( 1 2% * 1
& * 1 2& * 1
+ * 1 2+ * 1
6 ( 1 26 ) 1
, C 1 2, ) 1
- ) 1 2- ) 1
. ( 1 2. ) 1
'0 C 1 %0 ) 1
'' ) 1 %' * 1
'2 ( 1 %2 ( 1
'% ) 1 %% ) 1
'& ( 1 %& * 1
'+ C 1 %+ C 1
'6 * 1 %6 ( 1
', ( 1 %, ) 1
'- * 1 %- ) 1
'. ) 1 %. C 1
20 ( 1 &0 ( 1
EXI SA!"#E ITI#$%3&'% ()'4#*(+
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