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Sample Exams: HF421S A.02 © 2007 Hewlett-Packard Development Company, L.P
Sample Exams: HF421S A.02 © 2007 Hewlett-Packard Development Company, L.P
Module 6
Version History
Version Number Date Approved Change/Reasons for Change/Comments
3.0 29 May 2007 New Document
Distribution List
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3.0 All ITIL EIs and ATOs
Multiple Choice
Instructions
b) To ensure that all targets in Service Level Agreements (SLAs) are met
d) To ensure that service availability matches or exceeds the agreed needs of the
business
b) 1 only
c) 2 only
6 Which of the following are the three main types of metrics as defined in Continual
Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Technology Metrics
5. Business Metrics
a) 1, 2 and 3
b) 2, 4 and 5
c) 1, 3 and 4
d) 1, 2 and 4
a) A Service Desk that also provides onsite technical support to its users
c) A Service Desk that is situated in the same location as the users it serves
b) A user calls the Service Desk because they would like to change the
functionality of an application
c) A Manager submits a request for a new employee to be given access to an
application
d) A user logs onto an internal web site to download a licensed copy of software
from a list of approved options
b) The path to Service Delivery and Service Support for efficient and effective
utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
c) The number of staff that will be assigned to work on the Incident so that it is
resolved in time
d) The escalation path that will be followed to ensure resolution of the Incident
12 Which of the following identifies two Service Portfolio components within the Service
Lifecycle?
a) Requirements Portfolio and Service Catalogue
14 Business drivers and requirements for a new service should be considered during?
b) 1, 2 and 4 only
d) Train service desk on how to deal with customer complaints about service
a) Through testing, to ensure that services are designed to meet business needs
21 When analysing an outcome for creation of value for customers, what attributes of
the service should be considered?
a) Objective, Metric, Desired outcome
b) 2 only
c) 1, 2 and 3 only
a) Service Optimisation
b) Service Transition
c) Service Design
d) Service Strategy
d) They are likely to reduce initially and then gradually return to the current level
a) To assist the Change Manager in ensuring that no urgent changes are made
during particularly volatile business periods
b) To assist the Change Manager in implementing emergency changes
27 Which are the missing Service Operation processes from the following?
1. Incident Management
2. Problem Management
3. Access Management
4. ?
5. ?
c) The tools used to monitor and display the status of the IT Infrastructure and
Applications
d) The situation where the Service Desk is required to monitor the status of the
infrastructure when Operators are not available
b) 1, 2, 4 and 5 only
c) 1, 3, 4 and 5 only
a) A definite level of utility and warranty associated with a core service package
a) The ability to detect events, make sense of them and determine the appropriate
control action
b) The ability to implement monitoring tools
35 Setting policies and objectives is the primary concern of which of the following
elements of the Service Lifecycle?
a) Service Strategy
a) Recommending improvements
37 Which of the following is NOT a step in the Continual Service Improvement (CSI)
model?
a) What is the vision?
c) Is there budget?
c) What is the vision, where are we now, what do we want to be, how do we get
there?
d) Gather data, process data, define what you should measure and define what
you can measure
39 Which of the following areas would technology help to support during the Service
Design phase of the Lifecycle?
1. Hardware and Software design
2. Environmental design
3. Process design
4. Data design
a) 1, 3 and 4 only
b) 1, 2 and 3 only
d) 2, 3 and 4 only
a) To standardise operation
Version History
Version Number Date Approved Change/Reasons for Change/Comments
3.0 29 May 2007 New Document
Distribution List
Version Name Title/Company
®
3.0 All ITIL EIs and ATOs
ANSWER SHEET
1 D 05-07 21 A 05-01
2 D 05-04 22 D 02-11
3 A 07-02 23 A 02-02
4 C 07-02 24 C 04-07
5 A 05-04 25 B 04-10
6 C 05-09 26 C 05-05
7 C 06-01 27 A 05-08
8 B 03-28 28 B 05-06
9 C 04-06 29 B 06-02
10 A 03-27 30 A 05-02
11 B 01-04 31 C 01-06
12 A 04-04 32 A 05-02
13 B 05-06 33 A 05-08
14 B 04-05 34 D 08-01
15 A 01-01 35 A 02-01
16 B 03-24 36 A 07-01
17 C 06-02 37 C 04-09
18 C 05-03 38 A 05-09
19 D 04-08 39 C 08-02
20 A 02-08 40 D 03-12
Version History
Version Number Date Approved Change/Reasons for Change/Comments
3.0 29 May 2007 New Document
Distribution List
Version Name Title/Company
®
3.0 All ITIL EIs and ATOs
Multiple Choice
Instructions
b) 1 only
d) 1 and 3 only
3 Which of the following areas would technology help to support during the Service
Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and deployment technology
4. Process Design
a) 1, 2 and 3 only
b) 1, 3 and 4 only
c) 2, 3 and 4 only
6 Which of the following statements about the Service Desk are CORRECT?
1. The Service Desk is a function that provides a means of communication between
IT and its users for all operational issues
2. The Service Desk is the always the owner of the Incident Management process
a) 2 only
b) 1 only
b) 1 and 3 only
c) 2 and 3 only
d) 1 and 2 only
b) 1 and 4 only
c) 2 and 3 only
a) They are used to create value in the form of output for production
management
b) They are used to create value in the form of goods and services
c) They are used to create value to the IT organization for Service Support
d) They are used to create value to the IT organization for Service Delivery
a) An Operations Lifecycle
b) An IT Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
a) 1 only
d) 2 only
18 In which core publication can you find detailed descriptions of the following?
1. Service Portfolio Management
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
c) 1 and 3 only
d) 1, 3 and 4 only
c) Asset information
c) To ensure that assets and CIs deliver the business outcomes they were
designed to achieve
d) To define and control the components of services and infrastructure and
maintain accurate configuration records
a) The template used to define the Incident logging form used to report Incidents
a) Supplier Management
d) Contract Management
31 Which of the following would NOT be stored in the Definitive Media Library (DML)?
c) Software licences
d) The four major areas that need to be considered in the design of effective
Service Management
35 Which is the first activity of the Continual Service Improvement (CSI) model?
b) 1 and 3 only
d) 2 and 3 only
39 Which of the following is the most appropriate approach to carrying out Service
Operations?
a) The internal IT view is most important as Service Operations has to monitor
and manage the infrastructure
b) Service Operations should maintain a balance between an internal IT view
and an external business view
c) The external business view is most important as Service Operations is the
place where value is realised and the customer obtains the benefit of the
services
d) IT Operations does not take an internal or external view as they execute
processes defined by Service Design
Version History
Version Number Date Approved Change/Reasons for Change/Comments
3.0 29 May 2007 New Document
Distribution List
Version Name Title/Company
®
3.0 All ITIL EIs and ATOs
ANSWER SHEET
1 C 01-04 21 A 05-06
2 C 02-07 22 D 03-01
3 A 08-02 23 D 05-04
4 D 02-02 24 C 05-04
5 C 06-02 25 C 02-11
6 B 06-01 26 A 05-05
7 D 05-08 27 D 05-06
8 A 05-08 28 C 05-07
9 A 03-26 29 A 04-10
10 B 04-01 30 B 05-03
11 D 05-09 31 B 03-19
12 C 02-01 32 A 08-01
13 C 03-33 33 D 07-01
14 B 05-02 34 D 04-03
15 B 05-02 35 B 04-09
16 B 01-06 36 D 04-04
17 B 05-09 37 D 06-02
18 B 05-02 38 C 07-01
19 B 01-01 39 B 04-07
20 A 04-05 40 D 07-02