ITIL Essentials

INVULFORMULIER
Invulformulier

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ITIL Essentials

ITIL Essentials Test Examination

1.Which three data are necessary a process be able describe
a. What is the procedure? How does the information flow go? How do the responsibilities of the people
concerned lie?
b.What is the procedure? Who in the process it has been involved? What is the tasks of people concerned?
c. What is the aim? What is the activities? What is the results of these activities?
d. What is the aim? Which resources are available? How do the powers of the people concerned lie?

2. Equipment, system -and application software and data communication facilities belong to the IT
infrastructure. Which are other components considered as a component of the IT infrastructure?
1 procedures
2 documentation
3 staff
a.
b.
c.
d.

1 and 2
1 and 3
2 and 3
1, 2 and 3

3. A user rings the helpdesk with the complaint that there acts at the use of a certain application always
wrongly, as a result of which its connection with network is broken. Which process is responsible for the
detection of the cause?
a.
b.
c.
d.

helpdesk
netwerkbeheer
probleembeheer
systeemontwikkeling

4.Which of examples mentioned below is NO example of a configuration item?

a.
b.
c.
d.

a description of the procedure

an user-manual
organization of company
an unique indentification code

5. A user calls with the complaint that the display device black remains, whereas the PC. pleases. He
speaks suspecting from which the monitor piece is. Which process is responsible for the detection of the
cause?
a. configuration control
b. service level management

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ITIL Essentials
c. helpdesk
d. problem management
6. To remedy ups in network a problem with making back, must a new disk entity installed and must the
procedures for making back ups be adapted. By which process does have be given formally
approval for carrying about these adaptions?
a.
b.
c.
d.

configuration control
network management
problem management
change management

7. What is the best description of an incident?

a. Each event which deviates of the expected standard functioning of IT service
b. Each verstoring of a service of which the cause is still unknown
c. Each question, observation or complaint which is communicated by a user to the helpdesk

8 .For the processing of a certain application it is important that on each computer in network the same
version of software is installed. Which process is for this responsible?
a.
b.
c.
d.

Configuration Management
Network management
Program peering management and distribution
Chage management

9. By which factors of outside finished the IT service are regularly influenced?

a. Incidents solve, modifications carry out and carry out software distribution
b. Technological, social and economic developments
c. Strategic, tactical and operational decisions

10. Which influences of within a company lead to the use of resources to aim to reach?
a. lead strategy and policy to the use of resources to aim to reach
b. tasks and activities lead to the use of resources to aim to reach
c. main principles and alternatives determine leads to the use of resources to aim to reach
11. A user of network rings the helpdesk that he already a number of keren problems has has at
storing files. He gets always the communication that there insufficient disk space available is. He
says that he has rather communicated already a number of keren to this error to the helpdesk. He
asks if he can more disk space acquire, so that the problem no longer appears.
Which terms applies to this situation?
a. incident

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ITIL Essentials
b. Known Error
c. Problem
d. Request for Change (RFC)
12. A user acquires a new pc. which is coupled to network. Its old PC. is installed as a print server for
local network. Which process is responsible for registering this modification?
a.
b.
c.
d.

Configuration Management
Network Management
Problem Management
Change Management

13. A number will be installed soon new PC's. Within the IT organisation does himself now the
question for for which configuration control is not now, however, and responsible. For which of
activities mentioned below isn't configuration control responsible?

a. monitoring of completeness and correctness of the data concerning PC's

b.monitoring of the function of PCs
c.naming and fixing the data concerning PCs
d. recording and guarding of the status of the PC data
14. For which of activities mentioned below is the helpdesk among others responsible?
a. introducing modifications in the infrastructure
b. retrieving the causes of incidents
c.identifying the lying behind problems of the incidents
d. removing deviations or incidents
15. The IT manager of an insurance company asks to problem management for a compact report
concerning the verstoringen which have acted the last month. The Executive Board of the
verzekeringsmaatschappij the IT manager many complaints has communicated of customers to have
received. Which report can produce problem management best to the Executive Board to give insight in the
functioneren of the computercentrum, in relation to the complaints of users?
a. A report concerning the nature and the number of verstoringen about which has complained the
customers
b. A report of incidents, problems and recognised errors
c. A report of the new incidents, problems and recognised errors with high impact
16. In an insurance company burst out by a flow jamming local network and all PC's. Because of this the
klantenacceptatiesysteem and the recording system for schadeclaims are not beschikbaar. After an hour
the stroomstoring have been remedied and the situation of by the stroomstoring have repaired. Which
impact has this incident on the service had?

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a.This had a restricted impact on the service, because the customers were asked call back over an hour
and they showed term for the situation

b.This had a large impact on the service, because the normal level of dienstverlening could not be
realised. The image of the company was damaged seriously because of this

c.This had no impact on the service, because everything could be registered on paper and later in the
system could be processed
17. In a company one wants inventory which questions and problems live there at users with respect to the
use of a certain software parcel. Which process is responsible for conducting zo'n investigation?
a
b
c
d

Service Level Management

helpdesk
Problem Management
relation management consumers

18. The users of a network are faced repeatedly with the communication on their baffle that insufficient disk
space available are. Because partly this problem to do has with the scope of software, the diskruimte of the
hardware must be extended. In which process does have be given formal approval for this adaptation?
a
b
c
d

Configuration Management
Network Management
Problem Management
Change Management

19. programme peering management wants soon install a new application on network server, but needs for
that information on the capacity of the server. Which information of capacity management is in this case
necessary?
a. The required memory space for the application
b. the available memory space for the application
c. the memory space which the users have necessary

20. It is decided to experience a start with the doorbelasting of of the IT infrastructure, for in any case the
connection time in the network to the users at berekenen. Which process is responsible for the drawing up
of the tax credit method
?
a.Available Management
b.Capacity Management
c.Cost Management
d Network Management
21. All data concerning the IT infrastructure have been set out, after a complete inventory, in the
configuratiebeheerdatabase (CBDB). When is the first configuration audit kept?

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a. directly after the helpdesk is implemented?
b. directly after completion of the CBDB
c. approximately two months after completion of the CBDB
d. as soon as appears that the information in the CBDB is no longer up-to-date

22. At the implementation of new release of a software parcel a number of tekortkomingen appear action.
In spite of that it is decided the new introduce release. Which process is responsible for registering the
observed tekortkomingen?
a.Configuration Management
b.Problem Management
c.programme peering management
d.Change Management
23.

What is the consequence of a too small range of configuration Management?

a. stipulated parts of the infrastructure can insufficiently be checked and managed

b. certain problems cannot be analysed because the available information is inadequate
c. there is insufficient guarantee that the supplied information is a correct reflection of reality
d. all called impact is correctly
24.
.

Consider the statements mentioned below

*Hierarchical escalation means an escalation to hierarchically higher functionaris, because these more
knowledge or expertise has to solve an incident
.

*Functional escalation means that an expert is involved within the organisation, which has more
knowledge or expertise to solve an incident. Its these statements correct?
a.
b.
c.
d.

only the first

only the second
both
none the both

25. Which process is there for responsible employees who are their guard word forget the occasion of giving
a new guard word to choose?
a.
b.
c.
d.

Confoguration Management
helpdesk
Network Management
Change Management

26. Why is it necessary that the helpdesk employees have insight in on the one hand the different groups
users and on the other side the services which are provided by the automation department?

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a.by the user incident identified can be remedied then by the helpdesk more rapidly
b.the IT services can be coordinated then better on the individual needs of the users
c.the helpdesk can as a result, prevent that there certain incidents appear at the users
d. all called reasons are correctly

27. Concerning the planned installation of new software releases network server must be extended. Which
process is responsible for conducting an investigation to the necessary disk space of the network server?
a.Capacity Management
b.Network Management
c. programme peering management
d.Change Management
28.
.

Consider statements mentioned below

-* A service level agreement (service Level agreement) is a contract in which the

measurable levels of service have been fixed
.
* The users guarantees give to a service level agreement that the most important applications are always
available.
Its these statements correct?
a.
b.
c.
d.

only the first

only the second
both
none of both

29. There does a modification have be introduced in the version of programmatuur item in which
surroundings can these programmatuur exclusively modified become?
a.exploitation surroundings
b.ontwikkelomgeving
c.test surroundings
30. What is not definitely the reason to a modification application?
a.the solution of a problem
b. the introduction of a new or modified CI(Configuration Items)
c. the result of a service level agreement
d. the result of modified circumstances
31.From what stipulating the correct details of the CBDB is dependent?
a.the assessment between the quantity work and the exact of the information
b.the criteria which are put from the helpdesk and problem management to the information

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c.the information which has an organisation necessary the put aims reach
d.the number of systems and the relations which have these with the infrastructure

32. Consider the statements mentioned below

.
- An incident with a high urgency has a high priority by definition
.
- An incident a low impact such as it a small deviation of the normal has only caused level of service.
Its these statements correct?
a.
b.
c.
d.

only the first

only the second
both
none of both

33.What is the main reason a problem register as soon as it is identified ?

a.this promotes setting priorities at problem settlement
b. this makes a faster incident settlement possible
c.this makes progress monitoring of the problem settlement possible
d. this provides information on weak components in the infrastructure
34. Why after identification of a problem it is always proceeded to classification of the problem?
a.because it is important have insight in the frequency with which the problem arises
b.because it is important is able go on which manner the problem is remedied
c.because one gets as a result insight in the consequences of the problem on the service
d. because one can stipulate with that the priority for solving the problem
35. Which steps must be taken successively modifications in the IT infrastructure to be checked to leave
gone?
a. acceptance - classification - appraisal and planning - coordination - report
b.categorization - impact and urgency provision - planning - implementation - locking
c. identification - recording - allocation - research - report
d. recording - detection - classification - diagnosis and solution - locking
36. With a user clear agreements have been made concerning the quantity disk space that he available
have on the network server for storing 'eigen' files. Which process is there for responsible that this disk
space is also really available?
a
b
c
d

Availability Management
Capacity Management
Network Management
Program peering management

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ITIL Essentials
37. When a jamming is communicated, it is important that the IT service with minimum consequences on
the consumer are repaired. This to realize hears as a task particularly to
......
a.
b.
c.
d.

Configuration Management
helpdesk
Problem Management
Relation management consumers

38.What is meant with effectively and efficient work?

a.hard work within the determined time
b. the good things do do, the good things well
c. the ITIL implement processes and with that work
39.Which steps of the modification management belong to the control of this process?
a. Request for Change(RFC) submits, the consultation in the WAC
b. Request for Change(RFC) submits, builds, tests and implements
c. to accept/classify, plans/authorise, vrijgave, evaluation
40. What is the aim of the process programme peering management and - distribution?
a. software distributes to local It
b. responsibly is for the management and physical the rise, transfer, distribution and implementation of
software items
c. setting up and managing definite software Library (DSL)
41.
A manager of a company communicates jammings indicate which seem on wrong in the IT
an infrastructure at the helpdesk a serial. As long as unknown true these are wrong are themselves and
what the cause of the undesirable situation there is is talk of (1).....; as soon as the cause is retrieved one
speaks of (2)
....
a. (1) incident, (2) Known Error
b. (1) incident, (2) problem
c. (1) problem, (2) Known Error
42. What is the best working method a good harmonisation of the wishes and requires of users with the IT
reach service?
a.the appointment of a service manager
b.establishing a helpdesk
c.the drawing up of service level agreements (SLA's)
d.the regular consultations to hold between the users and the IT service providers
43. A medium organization decides one time in the 6 months carry out the checking of the configuration
database. Checking one time in the 6 months is sufficient?

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ITIL Essentials
a. yes, in a medium organization it is not necessary that more often to carry out
b. no, checking must take place after every modification of the IT infrastructure
c. about that no pronouncement can be done

44. Consider the following statements

.
* For defining the impact codes the necessary insight have in the way is in which the IT services are built
and how these supportive is to the companies processes
- The criteria of the impact provision are determined in consultation between the organisation.
-At stipulating the impact the relations between the different components in the infrastructure play an
important role.
Are the statements correctly?
a.only the first and the Second
b. only the first and the third
c. only the Second and the third
d.all three
45. You work in an organization on a helpdesk. A user rings you with the communication that is or its
terminal does not function. This is.......
a
b
c
d

incident
Known Error
problem
Request for Change(RFC)

46. Which processes belong to ITIL service support?

a. service support and service delivery, problem management, Change management
b. applications management, file management and distribution, Configuration Management, Release
Management, Change management
c. Configuration Management, helpdesk, problem management, Change management, Release
Management
47.

What is a Problem?

a. A deviation in the system behavior in the eyes of the user

b. A condition which it is characterized by a significant incident or by repeated incidents, he who indicate on
wrong, of which the cause and also the solution are not confessed
c. a condition which it is characterized by wrong of which the solution is not confessed and examined must
become

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ITIL Essentials
48. Which person or agency signs for vrijgave of a modification?
a. constituent
b. Change Manager
c. Change Advisory Board(CAB)
49.On which moment the software of release is placed in the DSL?
a. the moment the development of software starts
b. at the moment of transfer of development to test
c. the moment programma-testen are carried out in the ontwikkelomgeving
50.On which two moments release are built from the DSL?
a. the moment the test surroundings and the production surroundings must be built
b. the moment the ontwikkelsoftware are ready and is transferred
c. the moment the ontwikkelsoftware are tested ready and
51.

Which processes belong to ITIL service delivery?

a.availability management, capacity management, uitwijkbeheer, cost management and service level
management
b. configuration Management, problem management, capacity management and helpdesk
c. strategic management, tactical management and operational-behavior
52.Which manner of is react necessary in a flexible organization?
a. anticipate on matter therefore proactively busy is
b. the ITIL implement processes and also carry out
c. determine quality and kwantiteit of the activities
53.

What is the aim of Configuration Management?

a. under control total It-infrastructure bring of and information available It-organization put to
b. fixing all configuration items after purchase of equipment has been realized
c. available putting information on configuration items to the IT organization
54.Which of inferred aims mentioned below do not belong to the process configuration control ?
a. registering names.4 versions and relations of all items within IT infrastructure
b. stipulating the range and the detail of configuration Management
c. identifying the current status and the recent history of all items within IT infrastructure
d. identifying and managing the definite authorized specifications items which are bought or are developed

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55. What isn't the aim of the Service Desk process?
a. ensuring less incidents and problems at the customers
b. the daily contact point to be between the customers and IT organisation
c. responsibly Itdienstverlening are for the answer and settlement of questions and problems of users in the field of
56. What is an incident?
a. a deviation of the system behaviour in the eyes of the user
b. an unexpected event which has an unfavourable influence on It-dienstverlening
c. a problem for which solution still no has been defined
57.Welk van onderstaande fasen behoort niet tot het incidentenbeheer?
a. detection and recording, research and diagnosis
b. impact appraisal, escalation, settlement of incidents with high priority
c. solution and convalescence, conclude incident

58.With what foutbeheer do not occupy themselves?

a.het corrigeren van bekende fout
b.het onderzoeken van de oorzaak van een probleem.
c.het voorbereiden van een wijzigingsverzoek
59.

Noem drie punten die op de agenda van de WAC moeten voorkomen?

a.wijzigingen die afgekeurd zijn, de oplostijden van wijzigingen, de vergadertijd van de WAC
b.wijzigingen die door de wijzigingsbeheerder zijn behandeld, nieuwe wijzigingsaanvragen,
wijzigingsaanvragen die zijn behandeld
c.problemen die leiden tot wijzigingsverzoeken, incidenten die afgehandeld zijn, de rapportage aan het
management
60.

Op welk niveau kan een release-unit worden gedefinieerd?

a
b
c

op het niveau van applicatie of systeemsoftware

op het laagste niveau van een configuratie item
op systeem-, programma-, of module-niveau

61. Wat is het verschil tussen taak en functie?

a
b
c

de taak is het resultaat wat in de functie wordt omschreven

de taak is flexibel en snel werken, de functie is de wegen en middelen beschikbaar stellen
de taak is het werk en de activiteiten, de functie is het resultaat daarvan naar de omgeving

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62.
a
b
c

Welke 5 deelprocessen kent het proces configuratiebeheer?

definiren van de basis configuratie, indentificeren van de elementen, bepalen vaflanten, bepalen
bereik en bepalen naamgevingconventies
incidentenbeheer, probleembeheer, fout oplossen, wijziigingsaanvraag en rapportage
Iientificatie, verificatie, status bewaking, beheer en management informatie

63.

Welke 5 stappen moeten in het identificatie-proces worden doorlopen

bepalen bereik, bepalen detailierings-niveau, bepalen varianten, bepalen relaties en

naamgevingsconventies van CI's
bepalen moment van implementatie, bepalen aantal CI's, bepalen invloed van de CI's op
wijzigingsbeheer, bepalen relaties tussen de processen en bepalen grootte van de CMDB

64.
a.
b.
c.

Waarmee wordt de oorzaak van een incident vergeleken, wanneer deze oorzaak bij
incidentenbeheer wordt vastgesteld?
met bestaande problemen en onderkende fouten
met de gegevens in de configuratie database
met de planning die voor het wijzigingsbeheer wordt gerealiseerd

65.

Wanneer sluit incidentenbeheer een incident?

a
b
c

wanneer de oorzaak van het incident bekend is

bij een succesvolle oplossing
wanneer het incident wordt overgedragen naar probleembeheer

66.

Welke van onderstaande relaties met IT-beheerfuncties behoren bij het helpdeskproces?

a
b
c

netwerkbeheer, computerbeheer, probleembeheer, foutbeheer, configuratiebeheer, wijzigingsbeheer

netwerkbeheer, computerbeheer, foutbeheer, beschikbaarheidsbeheer, configuratiebeheer
netwerkbeheer. computerbeheer, probleembeheer, foutbeheer, wijzigingsbeheer, configuratiebeheer,
klanten

67.

Welk probleembeheer-proces verstrek de informatie als invoer aan de fase probleembeheer en

naar welk proces verstrekt probleembeheer de eigen informatie als uitvoe@

a
b
c

invoer komt uit configuratiebeheer en uitvoer gaat naar wijzigingsbeheer

invoer komt uit de helpdesk en uitvoer gaat naar incidentenbeheer
invoer komt van incidentenbeheer, uitvoer gaat naar foutbeheer

68.

Wat is altijd het eindresultaat van het proces foutbeheer?

a
b
c

een request for change (wijzigingsaanvraag)

een opgelost probleem
een bekende fout

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ITIL Essentials
69.
a
b
c

Welke drie categorien onderscheiden we bij informatie over de kwaliteit van de

dienstverlening?
informatie over de implementatie, de kosten en de hulpmiddelen
informatie over de dienstenkwaiiteit, de produktkwaiiteit en de ontwikkelkwaiiteit
informatie over de incidenten, de problemen en de wijzigingen

70.

Welk van onderstaand bewering is juist?

a
b
c

deelnemers van de realisatie-stappen van wijzigingsbeheer hebben altijd zitting in de WAC

deelnemers van de realisatie-stappen van wijzigingsbeheer hebben nooit zitting in de WAC
deelnemers van de realisatie-stappen van wijzigingsbeheer kunnen afgevaardigd worden naar de
WAC

71.

Beschouw de volgende beweringen.

- Om een standaard-kostprijsberekening te kunnen opstellen is er inzicht nodig in de verwachte afname van de IT-diensten.
- Een van de voorwaarden voor doorberekening van de kosten is dat de prestatie-eenheden
herkenbaar en controleerbaar zijn voor de afnemers.
Zijn de beweringen juist?

a
b
c
d
72.
a
b
c
d

alleen de eerste
alleen de tweede
beide
geen van beide
Welk soort applicatief onderhoud hoort niet in onderstaande opsomming thuis?
systeemonderhoud
correctief onderhoud
perfectief onderhoud
adaptief onderhoud

73. Wat wordt er niet verstaan onder service level management?

a
b
c
74.
a

het proces van afspraken maken met de klant en deze ook uitvoeren
het proces van service support en service delivery
het proces van het beheren van de kwaliteit van de dienstverlening, zoals afgesproken in een SLA
Cl is een...
software systeem in de CMDB

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ITIL Essentials
b
c
75.

onfiguratie Item
en geregistreerd item in de database
Welke relatie heeft configuratiebeheer niet met probleem en wijzigingsbeheer?

a
b
c

het aantal problemen en wijzigingen inventariseren

nieuwe ci opvoeren, wijzigingen van ci's vastleggen
de status van ci's vastleggen

76.

Welke van onderstaande problemen heeft geen relatie met het invoeren van
configuratiebeheer?

a
b
c
d

een te gedetailleerd niveau van ci's

een te hoog niveau van ci's
een grote hoeveelheid incidenten van de ci's per dag
de kosten van registratie zijn hoger dan waarde van het ci

77.
a
b
c

78.
a
b
c

Welk probleem moet bij invoering van een helpdesk vanaf het eerste moment voorkomen
worden en hoe gebeurt dat?
klanten bellen om de helpdesk heen de specialisten, voorkomen door terugverwijzing van
specialisten naar de helpdesk
klanten kennen het helpdesknummer niet, voorkomen door dit op de pc's te plakken
klanten wijlen de helpdesk niet bellen, want ze lossen het zelf wei op, voorkomen door niet mee te
werken aan vragen die er gesteld worden
Welk van onderstaande beweringen is juist ten aanzien van het uitvoeren van
taken binnen het proces probleembeheer?
probleembeheer wordt gerealiseerd door het uitvoeren van reactieve en pro-actieve taken.
probleembeheer is een onderdeel van de helpdesk-taken
de taken van probleembeheer worden afgestemd in de wijzigingsadviescommissie

79.

Wat is de betekenis van de letters SMART in het kader van het bepalen van doelen?

a
b
c

doelen moeten specifiek, mogelijk, aantoonbaar, reel zijn en tijdig worden aangekondigd
doelen moeten specifiek, meetbaar, aanwijsbaar, realiseerbaar zijn en de tijd moet bepaald zijn
doelen moeten spectaculair zijn, makkelijk realiseerbaar, aanwijsbaar, reproduceerbaar zijn en de tijd
moet bepaald zijn

80.

Welke persoon of instantie voert in eerste instantie de evaluatie van wijzigingen uit?

a
b

wijzigingsbeheerder
wijzigingsadviescommissie

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ITIL Essentials
c
d

de helpdesk
hoofd computerbeheer en hoofd netwerkbeheer

Pagina 16