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ITIL®

SAMPLE PAST QUESTIONS AND ANSWERS
INCLUDING

MEMORY AID

® ITIL is a registered trademark of OGC - the Office of Government Commerce

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 0 -11 12-15 16-18 19-22 23-25 26-29 Grade 1 2 3 4 5 6

30-32 33-36 37-39 40

7 8 9 10

GOOD LUCK!!!!!!!!!! .

SAMPLE PAPER 1 .

2 & 3 1. Impact Analysis Root Cause identification Categorisation and Prioritisation Escalation QUESTION 3 Which of these is not part of Capacity Management? A. Which of the following could be valid reasons for the Service Desk to invoke escalation procedures? A. The business impact of an incident increases due to unforeseen circumstances 3. The number of users impacted by an incident is greater than first thought 4.3 & 4 1. An incident exceeds the downtime supplied within a SLA 2. D.QUESTION 1 Which of the following statements is INCORRECT? A. B. C. Change Management Problem Management Configuration Management Release Management QUESTION 5 Consider the following situations: 1. Problem Management is responsible for managing the resolution of problems. D. D. C. B. All four 2. C. which process is responsible for ensuring that the CMDB has been updated correctly? A. B. C. Problem management is responsible for Error control QUESTION 2 For which of the following activities is the Service Desk NOT responsible? A. D. Problem Management may be involved when a major incident occurs The Service Desk monitors problems throughout their life cycles.3 & 4 . B. B. D. C. A senior manager in the customers’ organization complains about the lack of progress being made on a particular incident. Tuning Demand Management Application sizing Maintainability QUESTION 4 Following the release of a software upgrade to a fix known error.

Impact 3. B. D. B. C. QUESTION 9 Which of the following is NOT a Problem Management responsibility? A. D. D. Log the Problem C. Closing the Problem record. C. C. The The The The IT Finance Manager Configuration Manager Service Level Manager Change Manager QUESTION 7 Which of the following is the last activity in the Problem Management process? A. Who will review the charges with the customer? A. The referral of any associated RFCs to change Management B. QUESTION 8 Which of the following could be considered a valid reason for a business not having any continuity plans for a specific IT Service? A. Initiating a review of the problem and its impact. B. Resource Which of the above are correct? A. Ownership of an incident throughout its lifecycle Investigation & Diagnosis Raising Requests For Change Maintenance of a Known Error Database.QUESTION 6 A customer has requested a review of charges for services provided under an SLA. D. The IT Department does not have the skills for developing continuity plans The IT Department has made a decision that the risk of disaster is small The business does not have time to be involved in preparing continuity plans A management has been decision has been made following a business impact assessment. Within the SLA there is a provision for this. 1&2 All Three 1&3 2&3 . B. C. D. having completed all Problem Management activities. Urgency 2. QUESTION 10 Change Management ensures that scheduling decisions are based on: 1.

B. Differential charging for exceptional workloads Establishing the profile of use of CIs Resilience if CIs Knowledge of alternative technologies QUESTION 15 Under an ITIL Change Management Process. At the same time the Managing Director’s printer has broken and he wants a report now. usually a fixed percentage of cost. That the condition in other existing SLAs can continue to be met 3.QUESTION 11 Writing of an equal amount of an asset’s value each year. Which of the following statements can be deduced from this information? A. is known as ……. which of the following should the Service Level Manager take into account? 1. B. once a change has been built. C. which is true? A. who should undertake testing? A. Of the above. That the possible impact of changes to the SLA can be identified. The Change Advisory Board . The Change builder B. A. B. There is insufficient information to determine which incident has the higher priority B. Transfer cost Discounted cash flow Net Book Value Depreciating QUESTION 12 When establishing a new SLA. The new SLA can meet the targets agreed with the customer 2.2 & 3 1&3 QUESTION 13 There is a Network Incident that affects 200 desktops. The Change Manager C. D. C. C. QUESTION 14 Which of the following is NOT a concern of Resource Capacity Management? A. The Managing Director’s printer must be fixed because of the higher business impact C. D. The Network incident has a higher priority than the Managing Director’s printer because it affects a lot more people. Both incidents have an equally high priority. 1&2 2&3 1. D. D.

D. An Independent Tester QUESTION 16 Consider this list: 1. 2. 3. 4. Analytical Simulation Demand Resource

Which of those listed above are the techniques of IT Modelling? A. B. C. D. 3 1 2 1 & & & & 4 2 3 4

QUESTION 17 A Known error occurs when: A. An error has occurred several times and has been passed to Problem Management B. An error occurs that has not been diagnosed and for which a circumvention does not yet exist C. A problem has been diagnosed and a resolution or circumvention exists D. The resolution of a problem has been implemented QUESTION 18 Which of the following is NOT true? A. Maintaining the agreed level of Data Confidentiality is a concern of Availability Management B. Availability Management should contribute to the design and development of new software products C. Availability Management negotiates availability levels with customers to ensure that their requirements are met D. Availability management is concerned with the performance of Hardware CIs QUESTION 19 The term “variant” is best used to describe: A. Unauthorized or Illegal versions of software B. An incident which has the same impact as an existing known error but a different root cause C. A CI based on another, but with minor amendments applied D. The difference between forecast and actual resource usage. QUESTION 20 Consider the following information: 1. Type identity 2. Unique identifier

3. Version Number 4. Copy Number Which of the above details must be recorded for every CI in the CMDB? A. B. C. D. 1&2 1, 3 & 4 All of them 2 & 3.

QUESTION 21 Which of the following is NOT a responsibility of the IT Service Continuity planning team? A. B. C. D. Outlining possible measures to protect an IT Service Deciding the business criticality of an IT Service Testing the plans for recovery of an IT Service Identifying the risks to an IT Service

QUESTION 22 Which of the following abbreviations most accurately represents “downtime”? A) B) C) D) MTTR CFIA MTBF MTBSI

QUESTION 23 Which of the correct combinations of terms and Service Management processes? 1. 2. 3. 4. CMDB CFIA DHS OLA A. Availability Management B. Release Management C. Service Level Management D. Configuration Management

A. 1-D, 2-C, 3-A, 4-B B. 1-D, 2-A, 3-B, 4-C C. 1-B, 2-A, 3-C, 4-D QUESTION 24 Which of the following best describes “Reliability”? A. The Combination of confidentiality, integrity and maintainability B. The ability of a service to remain functional even though some components have failed C. The ability of a CI to remain functional under giving conditions D. The ability of a VI to be retained in, or restored to an operational state QUESTION 25 Which of the following activities is the responsibility of Change Management? A. Reviewing changes to ensure they have worked

B. Creating a change to rectify a known error C. Determining the release strategy for a major change D. Implementing a software change at a remote site QUESTION 26 Within an ITIL Compliant Change Management Process, who decides on the categorisation of a proposed change? A. B. C. D. Change Change Change Change Manager Advisory Board Requestor Implementer

QUESTION 27 An advantage of a gradual recovery portable approach is that: A. B. C. D. Restoration of telecommunications will be simple It can be established in a convenient location It is the cheapest option Access to the site will be available immediately

QUESTION 28 Which of the following is NOT a part of the Release Process? A. B. C. D. Moving Moving Moving Moving software software software software from from from from the DSL to the Development Environment the DSL to the Live Environment the development to the Test Environment the live environment to the DSL

QUESTION 29 Charging business users a premium rate for using resources at peak time is known as? A. B. C. D. Peak Resource Charging Differential charging Notional Charging Discounting

QUESTION 30 Which of the following statements best describes the Definitive Software Library? A. A secure software library containing all versions of software CIs in their definitive, quality controlled form B. A logical library held securely on a computer, containing all versions of software CIs C. A Secure physical library containing the latest version of every software CI in a quality controlled manner D. A Logical library, held securely on computer, containing the latest version of every software CI QUESTION 31 Which is the correct combination of concepts and Service Management processes?

2-D. C. C. D. To design and implement effective procedures for the distribution of changes to software across the organization D. 2-A. 2-C. A. Service Level Management IT Service Continuity Management Change Management Availability Management QUESTION 36 Which of the following is most involved with day-to-day maintenance of quality services? A. B. C. B. Release Management C. Risks Reliability Thresholds Roll-Outs A. 2. Customer Services B. 3-D. To assess the impact of software changes B. 4-C 1-C. D. To agree the content of software releases. Charges will reflect what the market will bear It can be related directly to its constituent units The cost of IT can be aligned to business activities It is easy for IT to calculate QUESTION 33 A “Fortress” approach to IT Service Continuity planning means: A. 4-A QUESTION 32 One reason for building a cost model is so that? A. B. Capacity Management B. 3-A. Not having an alternative site to move to Having a mirrored service in another location Taking the best of all other approaches Having a reciprocal arrangement with another disaster-proof organization QUESTION 34 Which of the following is NOT an aim of the Release Management Process? A. through Liaison with Change Management C. Applications Development . Availability Management D. IT Service Continuity Plan 1-B. 4-B 1-C. 2-A. 3-B. C. 3-D. D. D. 4-B 1-D. 3. To prevent software viruses entering the organization QUESTION 35 Risk assessment is NOT a major part of which of the following processes? A. B. 4.1.

C. C. C. D. D. In what document would the Service Desk’s agreement to this requirement be recorded? A. Characteristics . Components B. Accommodation Transfer Software Service QUESTION 40 Items of Information stored in the CMDB relating to a specific CI are known as? A. Internal Specification sheet Operational Level agreement Service Level Agreement An Underpinning third party contract QUESTION 38 Which of the following is NOT part of the role of the Service Desk? A. D. Features C. Service Delivery D. Providing support to the user community Resolving the root causes of incidents Acting as day-to-day interface between IT Services and users Monitoring the progress of incidents QUESTION 39 Which of the following would NOT normally be regarded as one of the major input cost elements of an IT Cost model? A. B. C. Service Support QUESTION 37 The Service Level Manager requires confirmation that the Internal Service desk can answer a certain percentage of calls within 10 seconds. B. Attributes D. B.

SAMPLE PAPER 1 (ANSWERS) 1=B 5=A 9=A 13=A 17=C 21=B 25=A 29=B 33=A 37=B 2=B 6=C 10=B 14=A 18=C 22=A 26=A 30=A 34=A 38=B 3=D 7=C 11=D 15=D 19=C 23=B 27=B 31=C 35=A 39=D 4=C 8=D 12=C 16=B 20=A 24=C 28=D 32=C 36=D 40=C .

SAMPLE PAPER 2 .

Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money B. An SLA with each individual Customer group. Improved User satisfaction Incident volume reduction Elimination of loss incidents Less disruption to both IT Support staff and users QUESTION 3 An IT Department is seeking to set its prices to match those of external suppliers selling comparable services. C. Vary according to cost QUESTION 6 To enable a new Service Desk tool to be implemented. B. D. covering all the services they use B. AN SLA covering all Customer groups and all the services they use C. Market Rate The going rate that is agreed with customers Cost-Plus Profitable QUESTION 4 Which of the following is NOT an element of AVAILABILITY management? A. C. Verification Security Reliability Maintainability QUESTION 5 The extent of CI Information held in the CMDB should: A. Match the organization’s requirements for information to be held D. B. B. Service Level Manager . D. Who is responsible for managing the request for additional capacity? A. Which of the following best describes this approach? A. An SLA for each service type. D. the capacity of the Service desk servers has to be extended.QUESTION 1 A customer-based SLA structure includes: A. SLA for each service that are customer focused and written in business language D. C. covering all the customer groups that use that service QUESTION 2 Which of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process? A. Be as high level as possible C.

Options Management Summary Business workload forecasts Backout plan 2. Capacity Manager D. 3. 4 to 24 hours More than 72 hours 24 to 72 hours 4 to 8 hours QUESTION 12 Which of the following are likely members of the Change Advisory Board? . A. B.B. B. C. Lack of ownership of impacted services Increased visibility and communication of changes Better alignment of IT Services to actual business needs The ability to absorb a larger volume if change QUESTION 9 Which of the following will normally be included in a Capacity plan? 1.3 and 4 All of them 2 and 3 only 1. D. 2. QUESTION 11 Immediate recovery is initially concerned with which of the following time periods? A. D. C. C. B. 4. C. Development Procedures and Initial Testing Education and Awareness Review. B. D. C. Change Manager C. Financial Manager QUESTION 7 Configuration Management plans should be integrated with those of: A. Audit and Assurance Ongoing Training and Testing. B. D.2 and 3 QUESTION 10 Which of the following is NOT included in the Operational Management stage of the Continuity Management life-cycle? A. D. Service Level Management IT Service Financial & Continuity Management Change and Capacity Management Change and Release Management QUESTION 8 Possible problems with Change Management include: A.

3. D. B.2 and 4 2 and 3 All of them None of them QUESTION 14 The activity that aims to identify the potential damage or loss to an organization resulting from disruption to critical business processes is: A. 2. B. How is it best defined? A. C.2 and 4 1. Root Cause Analysis Service Outage Analysis Business Impact Analysis Component Failure Impact Analysis QUESTION 15 In Availability Management what is SOA A. 2. The The The The Analysis of Raw data identification of trends definition of Service Management processes implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool? A. B. C. The percentage of the agreed service hours for which the service is unavailable . 4. C. B. 3.1. 1. The ability to restore services or components back to normal operation C. D. C. System Optimisation Approach Systematic Operational Adjustment Serviceability Of Applications Service Outage Analysis QUESTION 16 Serviceability is an element of Availability Management. The prevention of failure.3 and 4 QUESTION 13 Consider the following activities: 1. 4. D. Problem Manager Customer Representatives Change Manager Senior IT Technical Managers All of them 2 and 3 only 1. and the ability to keep services and components operable B. D. A.

Network Management The Service Desk Capacity Management Problem Management QUESTION 21 The following activities are involved with implementing a Service Management function: 1. D. D. DSL AMDB CMDB CDB QUESTION 20 A remote site has recently had its Local Area Network upgraded. The support which external suppliers can be contracted to provide for parts of the IT Infrastructure QUESTION 17 Which of the following statements is TRUE? A. C. Who should they contact for assistance? A. B. C. B. B. Documentation Software Purchase Order Accommodation QUESTION 19 Where would information relating to software release components be stored? A. D. B.D. D. 4-2-1-3 4-3-2-1 2-1-4-3 2-1-3-4 . 2. 3. C. Direct costs can be aligned to a single customer. service or activity Depreciation is used to calculate how maintenance can be offset against tax Staff costs are capital costs because of their high value Cost Centres are used to measure ROCE (Return On Capital Employed) QUESTION 18 Which of the following is NOT a major CI type? A. The users are now complaining of slow responses and have heard that this is due to the problems with the network capacity. Tool Selection Tool Specification Process Design Functional requirement analysis In what order should the above activities be taken? A. C. D. B. 4. C.

2 and 3 QUESTION 26 The Service Desk can act as the focal point for: 1.QUESTION 22 The process to implement SLAs comprises of the following activities in sequence: A. To provide cost-effective IT Capacity to meet agreed service levels QUESTION 25 Consider the following: 1. To ensure that there is always sufficient capacity available to meet all customer demands C. negotiate. Receiving incidents and Service requests from users 2. 1 and 2 All four 3 and 4 1. 4. Incident Diagnostic scripts A knowledge base of previously recorded incidents A Configuration Management database covering the infrastructure supported A forward schedule of change Which of the following should be available to the Service Desk? A. B. Recording change requests from users 3. C. D. B. catalogue services. 2. B. negotiate Service Levels. draft SLRs. C. To ensure that business demands are affordable and achievable D. agree SLAs. establish SLRs. Catalogue services. A package release may contain full and delta releases QUESTION 24 Which of these best describes the purpose of Capacity Management? A. review underpinning contracts and OLAs. 1 only . draft SLAs. An urgent release is always a delta release A full release may contain package and delta releases A full release may contain several delta releases. D. agree SLRs. agree SLAs D. agree SLAs QUESTION 23 Which of the following statements is TRUE? A. review underpinning contracts and OLAs. negotiate. Handling complaints and enquiries A. To reduce costs and performance level to a minimum B. catalogue services. Draft SLAs. Review underpinning contracts and OLAs. review underpinning contracts and OLAs. C. 3. Draft SLAs. negotiate. catalogue services.

technical and legal language so they can be understood by everyone C. 1 and 3 D. 1 3 2 1 and and and and 2 4 4 3 QUESTION 30 At what point does an Incident turn into a Problem? A. B. Legally worded as they must be contractually binding QUESTION 29 Consider the following list 1. because without a mature Incident Management Process in place there is no reliable information available . Remedial Service Desk Virtual Service Desk Local Service Desk Central Service Desk QUESTION 28 The Words SLAs and OLAs should be: A. 2 only C. D. C. C. Modelling Risk Analysis Application Sizing DSL Maintenance Which two from the above list are among the main responsibility of Capacity Management? A. Technically focused.B. D. 4. so they may be understood by IT Professionals B. 1. B. A mixture of business. 2. D. When it is urgent When it is a major incident If the person reporting the incident is very senior None of the above QUESTION 31 Does Problem Management depend entirely on having a mature Incident Management process in place? A. C. leaving no room for ambiguity D.2 and 3 QUESTION 27 Which of these is not a recognised Service Desk structure? A. Clear and concise. Yes. 3. B.

B. Chairing the CAB D. 1 and 3 only . Devising the backout plan for a significant change C. You should try to satisfy all the wishes of the IT staff QUESTION 34 There are strong links between Service Level Management and …. because trend analysis cannot be undertaken without a lot of accurate Incident Management information QUESTION 32 For which of these activities is the Change Management responsible? A. Many Incidents to one Problem. A. 5. C. 4. because progress can still be made on solving long-standing Problems D. A.3 and 5 All of them QUESTION 35 Within a CMDB. because the quality of Incident Management information is of little importance to proactive Problem Management C. One Incident to one Problem 2. which relationships are most likely to exist between Incidents and Problems? 1. D. 1. You shouldn’t collect detailed information about CIs that are not under Change control C..3 and 5 2 and 4 2. Establishing the root cause of a Capacity Incident which has led to an RFC being raised B. 3. Yes. No. You shouldn’t worry too much about Change Control. 2. Incident Management Availability Management Configuration Management IT Service Continuity Management Change Management 1. No. the main objective is to get the database loaded D.B. 2 and 3 only C. Ensuring a Release has reached the target CIs QUESTION 33 Which of these statements is TRUE when deciding on the initial scope and depth of the information to be held in CMDB? A. You should try to capture as mush information as possible about all types of CIs B. 1 and 2 only B. One incident to Many problems 3.

To maintain and improve IT Service quality in line with business requirements B. QUESTION 39 The scope of a Release can best be defined by: A. D. All the information in the CMDB is kept up to date. D. To provide IT Service at the lowest possible cost by agreeing with customers their minimum requirements for service availability and ensuring performance does not exceed these targets C. B. All of them QUESTION 36 Which of the following metrics is most relevant in determining the value added by the Problem Management to the Service Desk? A.D. Technical support staff are less likely to be interrupted to deal with users’ calls C. D. C. C. B. C. Changes taking place are properly coordinated D. The RFCs that it satisfies The number of updates to the DHS Service Level metrics The DSL configuration QUESTION 40 An “unabsorbed” cost is best described as: A. Customer Service Level Requirements are established B. B. To ensure that IT delivers the same standard of service at the least cost QUESTION 38 Which of these is a DIRECT benefit of having a Service Desk? A. To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability D. A capital cost A type of charging policy An uplift to allocated costs A revenue stream . The The The The number number number number of of of of problems raised known Errors identified problems correctly categorised FRCSs raised QUESTION 37 Which of the following best describes the goal of Service Level Management? A.

SAMPLE PAPER 2 (ANSWERS) 1=A 5=C 9=D 13=A 17=A 21=B 25=B 29=D 33=B 37=A 2=B 6=B 10=A 14=C 18=C 22=D 26=D 30=D 34=D 38=B 3=A 7=D 11=C 15=D 19=C 23=D 27=A 31=C 35=C 39=A 4=A 8=A 12=A 16=D 20=B 24=D 28=C 32=C 36=B 40=C .

SAMPLE PAPER 3 .

D. The lowest possible level B. Awareness of the likely business impact of service incidents A. Ensure that error corrections are treated as urgent changes Diagnose the underlying cause of Incidents Restore normal service operation as quickly as possible following an Incident All of the other answers QUESTION 4 The primary responsibility of Incident control is: A. B. D. changed or replaced C. 2 and 3 2 and 3 1 and 3 QUESTION 2 Which of the following can be OMITTED from an urgent software release in exceptional circumstances? A. D. Undertaking full testing Updating the CMDB Incrementing the version number Putting the amended version in the DSL QUESTION 3 A good Incident Management process will: A.QUESTION 1 Service desk staff should have 1. A good telephone manner 2. C. The level which best facilitates the identification of the root cause of all system incidents D. 1 and 2 1. D. Keeping customers informed of future problems Matching incidents with known errors Restoring service following incidents Raising multiple incidents to Problem Management QUESTION 5 Which of the following statements best describes the level of detail to which the CMDB would normally be broken? A. Coordinating major problem reviews . B. Some technical appreciation of the supported services 3. C. C. B. B. C. The level at which the CIs will be independently installed. The level at which it is possible to identify the suppliers of all sub-components QUESTION 6 Which of the following activities is NOT the responsibility of Problem Management? A.

B. It is better to budget and account for IT Services before implementing charging D. Service Level Agreements are between user departments and Service Level Management and are written in technical language. Operational Level Agreements are between Service Level Management and external providers and are written in business language D.B. C. D. C. Charging is required in order to cost IT Services B. D. C. B. D. Providing management information on incidents. Service Level Agreements are between users departments and technical support providers and are written in business language B. Auto error detection Duplexing Analysis data Queuing theory QUESTION 11 Which of the following statements is true? A. Budgeting and accounting for IT Services is essential for effective Service Management C. problems and known errors D. . Include continuity measures in Change Management procedures Identify appropriate countermeasures Conduct a business impact analysis Establish a contract with an intermediate recovery provider QUESTION 9 Status accounting is an important part of which process? A. Implementing error resolutions QUESTION 7 Which of the following statements is FALSE? A. Charging may lead to the recovery of costs QUESTION 8 Which of the following is necessary in order to start planning for IT Service Continuity Management? A. B. Operational Level Agreements are between internal service providers and may be written in technical language C. Determining the root cause of incidents C. IT Financial Management Change Management Incident Management Configuration Management QUESTION 10 Which of the following is NOT a technique usually associated with Availability Management? A.

Which of these is essential to include in the section of the plan that deals with the return to normal working? A. 2-A. 4. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable. Vulnerability Maintainability Resource Impact A. reporting Identification. 1-D. support allocation. Suggest the customer contacts a third party. QUESTION 15 When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Problem Management D. Capacity Management C. Which one of the following most accurately summarises these? A. D. C. B. 2. B. status accounting. Retain ownership of the incident but refer to appropriate second line support group. C. B. Monitor progress and keep customer informed. C. 4-C 1-B. 3-A.QUESTION 12 Which is the correct combination of concepts and Service Management? 1. control. QUESTION 16 Which of the following best describes why an SLA should contain definitions of terms? A. 2-C. Log the details inform the customer of the incident number. 4-D 1-C. management reporting Identification. 4-A 1-D. Problem control. D. severity analysis. B. 3-B. Removal of data from standby equipment A list of contacts for the emergency suppliers Bonus payments for staff involved in the disaster Creation of an updated version of the IT Service Continuity Plan. Availability Management B. verification Incident control. Suggest they ring back if they have not heard within 48 hours. 3. Tell them someone will contact them within an agreed time with an update. 2-D. 3-C. 2-A. D. What action should they take? A. investigation QUESTION 14 The Service Desk is unable to deal with a customer’s enquiry. 3-B. Tell them to ring back if it happens again C. . 4-B A. D. severity analysis. Log the details and inform the customer if the incident number. IT Service Continuity Planning QUESTION 13 Problem Management includes several core activities. support allocation. error control.

C. B. An Indirect cost A discounted charge A direct cost The Market Price QUESTION 22 Consider these statements: . C. D. D. D. To ensure that all clauses in the SLA make sense. B. B. Problem Management IT Service Continuity Planning Incident Management Service Level Management QUESTION 21 An overhead would normally be regarded as which of the following? A. C. C. C. Reduced requirement for IT Knowledge throughout the user community Effective correction of the root cause of incidents Early warning of potential business IT Operational failures Keeping users informed QUESTIONS 19 Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical systems running on a mainframe? A. B. C. Authorisation for changes to the service Service performance trends Corrective actions be taken Customer satisfaction with the service QUESTIONS 18 Which of the following will NOT normally be provided by a good Service Desk? A. D. D. To ensure that the customers’ understanding of a particular term is the one meant in the SLA. QUESTION 17 Which of the following would NOT normally be discussed in a typical service review with a customer? A. To ensure that both the customer and IT can unambiguously understand the terms in the SLA. D. B. Cold standby facility to be located in the car park Reciprocal arrangement with a local company Hot standby at some site a distance away Dormant contract with a mainframe supplier QUESTIONS 20 Impact assessment is NOT normally a part of which of the following processes? A.B.

B. Change Management C. Scheduling a change to the network Ensuring that a change to an application is prioritised Ensuring that the impact of a change to hardware is fully assessed Implementing the release of a software change QUESTION 26 Which of the following need NOT be recorded as part of a change record? A. Incident Management. which of the following is a likely sequence in the Management of a service failure? A. Enabling a speedy recovery of service after a disaster C. Having planned maintenance tasks that reduce the likelihood of incidents QUESTION 24 From a well-informed user’s perspective. B. pattern. C. Release Management QUESTION 25 The Change Management process is NOT responsible for: A. Neither Both Only 2 Only 1 QUESTION 23 A properly implemented and tested IT Service Continuity Plan can help business continuity by: A. Incident Management. Release Management. and typical resource requirements of all services is understood 2. B. Undertaking Service Capacity Management is sufficient to ensure that the performance difficulties never arise Which of these statements is/are correct? A. Change Management. Incident Management. Change Management. Release Management D. Planning the implementation of new services at times that don’t impact the business B. Release Management. Service Capacity Management should ensure that the type. D. D. D. Problem Management. C. Incident Management. Reviewing trends in Incidents and planning to avoid repetition D. C. Problem Management. Problem Management. The scheduled implementation date Some details of the back-out plan Any CAB Recommendations The names of the CAB members . Change Management. Problem Management B.1.

C. Detection. C.QUESTION 27 Consider the following: 1. Repair. D. D. which of the following will be a direct benefit? A. Repair. Restoration Diagnosis. Recovery. A CI consists of a number of component CIs Which of the above statements is true in all cases? A. Detection. QUESTION 29 Which is the correct sequence of events for describing an Incident lifecycle after the Incident has occurred? A. C. Physical copies of all CIs are stored in the DSL . Details of a CI must be entered into the CMDB after it is added to the live environment 2. B. B. Recovery. D. Restoration. An Incident which has been diagnosed and for which a resolution exists An Incident that has passed its Service Level for fixing An Incident that has occurred more than once The unknown underlying cause of one or more Incidents QUESTION 31 By Introducing budgeting and accounting for IT Services. Diagnosis Recovery. Detection. Restoration QUESTION 30 Which of the following statements best describes a “Problem”? A. Repair. Both 1 and 2 Neither Only 1 Only 2 QUESTION 28 Which of the following is NOT the responsibility of the Release Management Process? A. Diagnosis Diagnosis. Better value for money Clearer Charging Policies Improved Financial forecasting Higher quality support QUESTION 32 Which of the following statements is true? A. D. B. Repair. Restoration. C. B. D. Recovery. Distributing software The physical aspects of software control Helping to determine the software release policy Ensuring that CMDB entries concerning software CIs are verified. Detection. B. C.

B. The change is needed to correct an error on a business critical system QUESTION 34 The Prime responsibility of Availability Management is …. QUESTION 33 In which of the following circumstances is requesting an urgent change justified? A. The supplier has advised that previous versions will not be supported much longer D. D. Problem Manager Change Manager All of them Customer Representatives QUESTION 37 Which of these is NOT a purpose for which Service Capacity Management information can be used? A. The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed C. A Change may only be developed from non-definitive versions of software in t he case of an urgent release. D. C.B. Cost Recovery Activity Based Costing ‘Cost Plus’ Pricing Market Rate QUESTION 36 Which of the following are likely members of the Change Advisory Board? A. C. D. Release Management is responsible for managing the organization’s rights and obligations regarding software D. DSL control Systems throughput calculation Network Performance Analysis Demand Management . To deliver a level of availability that enables customers to satisfy their business objectives C. Only one small component requires changing and it is unlikely to affect any other components B. C. The DSL contains source code only C. A.. B. B. To understand the behaviour of CIs B. To manage security and serviceability of all IT Services QUESTION 35 Which of the following is NOT a valid charging policy? A. To negotiate and manage support contracts for hardware and software D.

C. An Increase in network bandwidth available A reduction in transactions processed A reduction in the number of files to be stored An increase in the cost per transaction QUESTION 40 Which of the following is MOST involved with the Incident – Problem – Known Error – Change lifecycle? A. Number of items What is costs A suppliers part number A manufacturers serial number QUESTION 39 Which of the following list will NOT have a direct impact upon IT Capacity? A. Service Support Service Management Service Delivery Customer Services .QUESTION 38 Which of the following is NOT an attribute of a hardware CI? A. C. D. B. B. D. D. C. B.

SAMPLE PAPER 3 (ANSWERS) 1=B 5=B 9=D 13=A 17=A 21=A 25=D 29=D 33=D 37=A 2=A 6=D 10=D 14=A 18=B 22=D 26=D 30=D 34=B 38=A 3=C 7=A 11=B 15=A 19=C 23=B 27=B 31=C 35=B 39=D 4=C 8=C 12=A 16=B 20=D 24=C 28=D 32=C 36=C 40=A .

SAMPLE PAPER 4 .

Full and Package describe different types of release. A Package release contains hardware and software Urgent changes are always Delta releases A Delta release is only ever part of a Package release A Full release releases the ‘normal release unit’ into the live environment QUESTION 6 Availability Management is responsible for: 1. Logical. tolerant. 3. Variations from the agreed service levels Time spent on investigation and diagnosis by each support group Number of incidents and problems per category Details and history of the IT infrastructure QUESTION 5 The words Delta. Well presented. Business aware. methodical. C. D. C. Only incidents not resolved at logging Only incidents from bona fide customers All incidents except simple enquiries All incidents QUESTION 4 What information does Configuration Management provide to the IT management of an organization? A. technically astute. Capacity Management Change Management Financial Management for IT Services Configuration Management QUESTION 3 Which incidents should be logged by the Service Desk? A. C. numerate. 2. B. B. analytical D. firm B. technical specialist. good interpersonal skills C. Understanding the reliability of components to carry out a required function under given conditions over a certain period of time the ease with which maintenance of service components can be carried out Negotiating availability levels with customers . Which one of the following statements is true? A. articulate. forthright. B. D. B. tenacious.QUESTION 1 Which of the following lists best describes the key attributes needed by Service Desk Staff? A. Good interpersonal skills. tenacious. D. D. good interpersonal skills QUESTION 2 Which of the ITIL processes is responsible for ensuring the organization is aware of new and changing technology? A. C. methodical.

Why is Application Sizing Important? A. B.Which A. 2-D. How many people are available to assist in recovery C. A procedure QUESTION 9 In relation to IT Service Continuity Planning. 2-C. etc D. 4-B A. 1-B. 4-B 1-B. A CMDB is a computerised system . 3-C. fire. A video monitor C. B. CI Level Disaster Risk Analysis Confidentiality A. The maintenance of technical skills is important to application developers . 2-C. 3-A. C. The availability of an IT service can be measured B. Availability Management B. 2-D. D. 3-A. A bought-in software package D. IT Service Continuity Plan D. C. A user name B. The type of disaster. Configuration Management C. Which of the items below would NOT normally be regarded as a Cl? A.most asset registers are not There is no difference Only hardware and software is recorded in a CMDB A CMDB is a database that shows the relationships between items QUESTION 11 Application Sizing is a technique used by Capacity Management. 4-A 1-D. D. B. Service Level Management QUESTION 8 A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). 3. The impact upon customers’ businesses QUESTION 10 What is the main difference between a CMDB {Configuration Management Database) and a typical asset register? A. 3-C. The time of day it occurs B. The use of an IT application can be controlled C. 2. D. 4-A 1-D. C. 2 and 3 Only 1 and 3 QUESTION 7 Which is the correct combination of concepts and ITIL processes? 1. of these is correct? Only 2 and 3 Only 1 and 2 1. 4. whether flood. the severity of a disaster depends upon: A.

Which processes other than Incident Management are involved in achieving a structural solution? . If Change Management is implemented without Configuration Management. Change Management cannot be implemented without Configuration Management D. should you so wish Which of the above is true? A. Know the full cost of services provided 2. 1. the result will be less effective C.2 and 3 B. As soon as the Request for Change has been formally authorized QUESTION 13 Which of the following statements best describes the relationship between Change Management and Configuration Management? A. On several occasions they have found that when a certain modem had been installed. As soon as there is a back-out plan for the change C. Change & Cost Management B. Availability Management & IT Service Continuity Management C. communication was unsatisfactory. Judge the efficiency of Problem Management 3. Incident & Change Management D. There are no dependencies between Configuration Management & Change Management B.D. testing and implementation of a change begin? A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board D. If it is urgent. Service Level Management & IT Service Continuity Management QUESTION 16 Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. Change Management and Configuration Management must be implemented simultaneously QUESTION 14 Without a good Accounting System you cannot: 1. as soon as the Request for Change has been classified B. A temporary solution to this fault has been identified. 1 and 3 only C. The resources needed for an application and its performance can be predicted QUESTION 12 When can the building. Recover costs related to usage. 1 and 2 only QUESTION 15 In which two Service Management processes would you be most likely to use a risk analysis and management method? A.

In the case of a Known Error the underlying cause of the Problem is known QUESTION 19 Which of the following are direct advantages of entering into Service Level Agreements? 1. 3 and 4 D.Downtime) x 100) / Agreed Service Time D. They can then check the results on their PCs. (Agreed Service Time x 100) /Downtime C. The expectations of both the IT customer and the provider should be aligned Fewer incidents will occur Unambiguous measurements of service provision will be provided The number of changes that have to be backed out will decrease A. 1 and 2 C. Only Configuration. Release & Problem Management B. 2. In the case of a Known Error there is a fault in the IT Infrastructure. Release Management B. A Known Error is always the result of an Incident. 3. Problem & Release Management C. a Problem is not B. Change Management C. Which process is responsible for the correct configuring and transmission of the programs? A. with a Problem there is not D. Configuration. Only Change. Only Change & Release Management D. (Downtime x 100) / Agreed Service Time B.Downtime) x 100) QUESTION 18 What is the difference between a Problem and a Known Error? A. There is no real difference between a Problem and a Known Error C. Configuration Management D.A. 2 and 4 B. (Agreed Service Time . Only Problem & Release Management QUESTION 17 Percentage availability is calculated as: A. (Agreed Service Time / «Agreed Service Time . Release & Configuration Management E. Change. 1 and 3 QUESTION 20 Students at a college can send in their course work from their home PC via the telephone Network. A student needs an existing set of programs that can be configured for the particular course that the student is following. Network Management QUESTION 21 Consider the following statements: . 4.

All three 1 and 2 1 and 3 2 and 3 QUESTION 23 Which of the following data is least likely to be used in the incident control process? A. Known Error management D. Impact code D. Working with third party suppliers B. Working with Availability Management to ensure agreed levels of service availability C. J. K. A characteristic of the ITIL approach is that a department is given responsibility for the Service Support and Service Delivery processes. A presentation to the board of directors to explain the importance of Problem Management . Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk? H. so that the resources allocated can be used as efficiently as possible Are these statements correct? D. Number of incidents closed on without onward referral 2. Both Only 2 Neither Only 1 QUESTION 22 Consider the following metrics: 1. E. I. Always taking charge of difficult incidents QUESTION 25 A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents? A. Incident category B. Make/model of faulty item C.1. Cost of faulty item QUESTION 24 One of the objectives of Problem Management is to minimise the impact of problems on IT Services. F. G. Which one of the following activities is NOT a responsibility of Problem Management? A. ITIL processes should be implemented in such a way that the contribution to the organization is not only clear but also actually achieved 2. Number of incidents correctly categorised at logging 3.

fully equipped with all the required hardware. Daily B. Implementation of the Problem Management process C. what do the letters CIA stand for? A.B. Only 2 QUESTION 27 How frequently should CAB/EC meetings be held? A. D. communications and environmental control equipment 2. D. Component Impact Analysis Confidentiality. B. The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to oversubscription Are the statements correct? A. Integrity and Availability Configuration Item Availability Central Intelligence Agency . Both B. B. As required QUESTION 28 Consider the following statements about IT Service Continuity Planning: 1. Only 1 C. The only reason services are charged for is to make customers aware of the costs involved in using those services Are these statements correct? A. Weekly D. Neither D. Monthly C. software. The selection of an appropriate tool to log all incident data more accurately D. Customers should always be invoiced for the IT services they use 2. C. Both Neither Only 1 Only 2 QUESTION 29 In availability Management terms. The intermediate recovery external option offers a remote installation. C. The introduction of a single Service Desk number so customers know who to contact QUESTION 26 Consider the following statements: I.

The The The The Incident Manager Capacity Manager Problem Manager Availability Manager QUESTION 32 Which of the following statements on IT Financial Management is correct? A. apparently due to a number of related hardware incidents. B. D.QUESTION 30 Which of the following is NOT the Concern of IT Financial Management? A. In order to be able to setup budget and accounting. D. 4.4 and 5 C. SLAs and OLAs need to have been agreed C. A.2. 2. More Service Providers now have Service Level Agreements with their Customers QUESTION 34 Which of the following can be regarded as CIs? 1. 5. who is responsible for ensuring the cause is investigated? A. B. Hardware Documentation Staff Software Network Components A. 4 and 5 B. Telephone Charges Invoicing Differential Charging Reviewing IT Service Quality QUESTION 31 If a customer complains that the Service Level are below those agreed in the SLA. The IT Financial Manager identifies the costs incurred by IT and might propose prices for the services supplied B. IT Financial management must agree charges with the customer before establishing a Cost Model QUESTION 33 Managing Service Availability is now more Important than ever because …. More IT Systems are now outsourced D. System Management tools can now provide much more real time performance management information C. 1 and 4 . C. 1. It is only possible to be cost conscious if the customer is charged for services D. 3. The Dependence of customers on their IT has grown B. 1.. C.

C. What is the best possible solution to be adopted by Problem Management when handling the error? A. handled by Change Management as a Request for Change with the status of ‘urgent change’ B. because manufacturing is involved. Within the ITIL definition. This change was also introduced in a monthly program that has not yet been run. telecommunications equipment. because the underlying cause is known. The change involved extending the “stock number” field by two positions. B. The errors are reported and. system manuals. A building. The errors are reported as Incidents and a Problem is identified. water C. system manuals QUESTION 36 A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. water. support staff. support staff. This is probably due to an incorrect change in the software. Contact lists The version number Reference to change control procedures Full Service Level Agreements QUESTION 38 Consider the following statements: 1. telecommunications equipment. which can then be changed D. After the cause of the error has been established and a temporary workaround found. A building. A building. electricity. The errors are reported as incidents to the Service Desk and after some research they are identified as Known Errors. it is labelled as a Known Error that can be corrected by raising a Request for Change QUESTION 37 Which if the following would you NOT expect to see in an IT Service Continuity Plan? A. Stand-by generator. are directly introduced as Changes C. D.D. The errors are reported as Problems at the Service Desk and. a computer. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2. documentation D. support staff. The situation needs to be corrected very quickly to avoid affecting manufacturing. telecommunications equipment. which of the following lists is INCORRECT for what you could find at the contingency site? A. office space for technical staff B. Change Management controls all aspects of the change process . electricity. All of them QUESTION 35 Your organization has just entered into a Gradual Recovery IT Service Continuity agreement.

D... FTA Status Accounting Demand Management CRAMM QUESTION 40 One of Release Management’s tasks is to set up a DHS.. A DHS is a number of physical locations where baselines are stored B.Which of these statements is true? A.. Before setting up a DHS a tool should first be purchased for releasing the hardware into the live environment C.. B... A DHS is a database in which all definitive hardware Configuration Items are recorded .. Which statement most closely describes the DHS? A. 1 Neither of them 2 Both of them QUESTION 39 Differential charging is a technique used in. A DHS is an area set aside for the secure storage of definitive hardware spares D.... D.. C. A. B..... C.

SAMPLE PAPER 4 (ANSWERS) 1=B 5=D 9=D 13=B 17=C 21=D 25=B 29=B 33=A 37=D 2=A 6=B 10=D 14=A 18=D 22=B 26=C 30=D 34=D 38=D 3=D 7=A 11=D 15=B 19=D 23=D 27=D 31=C 35=C 39=C 4=D 8=A 12=D 16=A 20=A 24=D 28=A 32=A 36=D 40=C .

SAMPLE PAPER 5 .

To provide an approach based on the best examples taken from practice B. Change Management B. To co-ordinate all modifications to the IT infrastructure B. Configuration Management C. Emergency Release C. Incident Management D. To investigate the cause of disruptions for the customer C. To serve as a theoretical framework for process design QUESTION 3 The network managers have excessive workloads and have no time to proactively manage the network. Problem Management QUESTION 4 Which task is a Problem Management responsibility? A. Configuration Management C. To record incidents for later study C. Incident Management D. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. Change Management B. To serve as the standard model for IT service provision D. To approve all modifications made to the Known Error database D. To identify user needs and modify the IT infrastructure based on such needs QUESTION 5 The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. To trace the cause of incidents QUESTION 2 What is the role of ITIL within IT Service Management? A. Which process grants such permission? A. Service Level Management QUESTION 6 Which concept is part of Change Management? A. Post Implementation Review B. To function as the first point of customer contact B. Service Request . Which ITIL process would improve this situation? A.QUESTION 1 Which of the following is a Service Desk activity? A. To serve as the international standard for IT Service Management C.

Availability Management B. Availability B. Change Management D. Work-around QUESTION 7 A new-networked computer is installed to replace an existing PC. a national realty firm decides that there must be assurances for the provision of IT services following an interruption to the service. Service Level Management D. Change Management B. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. Which process should be implemented to provide this assurance? A. Release Management QUESTION 8 Because of its increased dependency on information systems. which aspect of data can be ensured? A. Security Management takes steps to ensure this. Confidentiality QUESTION 10 A computer operator notices the full storage capacity of her/his disk will soon be used. IT Service Continuity Management C.D. Integrity C. Service Management QUESTION 9 Data provided for the financial administration of XYZ must only be accessible to authorized users. Availability Management B. Capacity Management C. Configuration Management C. By taking these steps. Incident Management QUESTION 11 Which activity is a Release Management responsibility? . The old PC is installed as a print server for the local area network. Problem Management D. Stability D. To which ITIL process must this situation be reported? A.

What do these Service Level Requirements represent? A. together with other data.A. Modifications to Service Level Agreements (SLAs) B. To check whether there is any illegal software on computers within the organization B. The IT departments. What would these calls include? A. Requests to the IT organization for user support QUESTION 14 A steel company is merging with a competitor. Notices regarding modified Configuration Items (CIs) C. in order to determine if the agreed service level is being provided QUESTION 13 The Service Desk has handled 2317 calls this month. To determine the availability of an IT service using the number of resolved incidents D. along with the IT infrastructures of both companies will be combined. Application Management B. To draw up Service Level Agreements (SLAs) B. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? A. Procuring D. Pricing QUESTION 16 Service Level Requirements are used in the Service Level Management process. To store the original versions of all authorized software within the organization C. To analyze. The customer’s expectations and needs regarding the service . Charging C. To report on the number and nature of incidents that occurred during a specific period C. To register where each software version is available QUESTION 12 For which purpose does Service Level Management use data from the Service Desk’s Incident registration? A. Release Management QUESTION 15 Which concept is not part of Financial Management for IT Services? A. Capacity Management C. Computer Operations Management D. Budgeting B.

The unknown cause of one or more incidents D. Formal escalation B. Which ITIL process is responsible for tracing the cause? A. The conditions required for the Service Level Agreement (SLA) D.B. Known cause of one or more disruptions C. The assigned solution team is unable to resolve this incident within the agreed time. A paragraph of the SLA with additional specifications required to execute the SLA QUESTION 17 Which of the following is one of the responsibilities of Availability Management? A. Availability Management B. Hierarchical escalation D. and maintained by third parties D. Operational escalation QUESTION 20 Which of the following best describes a Problem? A. This causes the connection with the network: to be broken. Resilience . Vulnerability C. What the IT organization expects of the customer C. Functional escalation C. One or more Known Errors B. A Known Error with one or more incidents QUESTION 21 Which concept is part of IT Service Continuity Management? A. Which form of escalation describes the above sequence of events? A. Release Management QUESTION 19 A serious incident has occurred. Incident Management C. Maintainability D. To enter into contracts with suppliers B. To verify the reliability and the service level of the Configuration Items (CIs) purchased from. To monitor the availability of a charge through system C. To plan and manage the reliability and availability of IT Service QUESTION 18 A user complains to the Service Desk that an error continually occurs when using a specific application. Application Sizing B. The Incident Manager is called in. Problem Management D.

Which IT process is designed to achieve this desired outcome? A. Service Level Management QUESTION 24 An organization has set up an Incident Management Process. support groups are generally categorized by levels. By recording agreements between internal and external customers and suppliers in formal documents. has insisted that each request for a new workstation Installation be handled with optimum efficiency and effectiveness. Change Management B. 0-Line First-Line Second-Line B. By planning. First-Line Second-Line Third-Line Fourth-Line C. implementing and managing a coherent set of processes for providing IT Services QUESTION 23 Performance Management and Resource Management are parts of which process? A. IT Service Continuity Management D. Service Level Management . Availability Management B. Capacity Management C. B.Network Solution Team . These groups include: . several groups were created to resolve specific incidents.QUESTION 22 How does IT Service Management contribute to the quality of IT service provision? A.Service Desk . By promoting a customer focus among all the employees of the IT organization D. By defining generally accepted norms for service levels C.PC Solution Team . First-Line Second-Line Third-Line Service Desk Both Solutions team Specialists Service Desk PC Solutions team Network Solutions team Specialists Service Desks Both Solutions teams Specialists QUESTION 25 The management of ABC Inc. In doing so. Select the answer that correctly categorizes the support groups mentioned above. A.Specialists’ Group to support the other teams Within an IT organization. Customer Liaison C. Problem Management D.

A physical storage area for the original versions of all authorized software in use B. QUESTION 28 Which of the following is a Configuration Baseline? A. Operational Level Agreement (OLA) B. Service Level Agreement (SLA) C. D. Where would the agreement with the external organization be specified? A. Underpinning Contract (UC) QUESTION 31 How does Availability Management work with Security Management? A. A call B. to provide a basis for a configuration audit and regression QUESTION 29 Which of the following is the role of the Definitive Software Library (DSL) in the Release Management process? A. A registration tool for all software items D. A description of a standardized Configuration Item (Cl) C. C. The standard configuration for the Configuration Management Database (CMDB) B. B. An incident D. A reference manual that includes all software documentation C. By making agreements on the availability of the Security Database B. It relieves the Service Desk by communicating the resolution directly to the user. It makes information on a Known Error available to the Service Desk. Service Level Requirement (SLR) D. Documentation C. By making agreements on the security of the Availability Database . It studies all incidents resolved by the Service Desk. A type of Configuration Management Database (CMDB) for software QUESTION 30 Your Network Department has made an agreement with an external organization in order to fulfil an agreement with its internal customer.QUESTION 26 Which of the following is a Configuration Item (CI)? A. A process QUESTION 27 How does Problem Management support the Service Desk activities? A. A recorded snapshot of a product or service. A set of CIs that is delivered once D. It resolves serious incidents for the Service Desk.

This result is a Known error In the sequence of things. Physically managing software items C.C. The error must be included in the Configuration Management Database (CMDB) D. Application Management Incident Management Problem Management Release Management . How do we get where we want to be? B. D. To To To To figure out the details for work-arounds resolve Known Errors through the Change Management Process recognize and register Known Errors register and manage Known Errors QUESTION 36 Which ITIL Process is associated with a Post Implementation Review? A. The problem must be identified QUESTION 35 What is the primary task of Error Control? A. Installing equipment at the workplace D. what should happen after the Known Error has been declared? A. C. C. How do we know we have arrived? C. Where are we now? QUESTION 33 Which task is the responsibility of Configuration Management? A. By implementing the measures specified by Security Management for securing the data QUESTION 32 Which question is being answered when an organization specifies its vision and business Objectives? A. B. In the Incidents must be resolved as quickly as possible B. Where do we want to be? D. Convening the Configuration Advisory Board B. B. Recording the relations between Configuration Items (Cls) QUESTION 34 After the requisite search. the common cause of a series of Incidents is found. D. The error must be resolved using a change C. By establishing the security boundaries based on the availability requirements D.

Capacity Management C. Problem Management . Change Management C.QUESTION 37 When processing a Request for Change (RFC). Service Level Management QUESTION 40 A company sets up an Intranet for its graphic design workstations. B. because it also specifies the relations between the assets QUESTION 39 Which ITIL process uses Mean Time Between Failures (MTBF)? A. Asset Management is a superset of Configuration Management. Which action is required if this involves a complex change? A. Availability Management D. Capacity Management B. Configuration management goes much further than Asset Management. Configuration Management deals with everything in your Infrastructure B. Asset Management deals with the financial aspects of Configuration Item. C. Configuration Management only deals with the technical details of the Infrastructure D. IT Service Continuity Management D. Availability Management B. Asset Management only deals with what you want. D. as it includes non-IT assets such as chairs and tables C. the Change Manager initiates a number of activities. The The The The Change Change Change Change Manager reports the Change to Problem Management Manager reports the Change to the Incident Management Manger presents the Change to the Change Advisory Board Manager presents the Change to the IT Manager QUESTION 38 What is the difference between Asset Management and Configuration Management? A. The bandwidth must be Increased because of the high volume of illustrations sent over the network Which ITIL process is responsible for approving the implementation of increased bandwidth? A.

SAMPLE PAPER 5 (ANSWERS) 1=A 5=A 9=D 13=C 17=C 21=B 25=A 29=A 33=D 37=C 2=A 6=A 10=D 14=B 18=C 22=D 26=B 30=D 34=B 38=D 3=C 7=B 11=B 15=C 19=C 23=B 27=D 31=D 35=B 39=A 4=C 8=B 12=D 16=A 20=C 24=C 28=D 32=C 36=C 40=B .

SAMPLE PAPER 6 .

To record incidents for later study. C. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer. The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved. QUESTION 2 Which statement describes a Service Desk activity? A. To determine the availability of an IT Service. The degree to which the user indicates how quickly the incident must be resolved. To draw up reports about the number and nature of incidents in a certain period. D. B. . To co-ordinate all modifications to the IT infrastructure. The effect that an incident has on the components of the IT infrastructure. B. To draw up the Service Level Agreement (SLA). Both D. To investigate the cause of disruptions for the customer. QUESTION 5 Which task is a Problem Management responsibility? A. C. To trace the cause of incidents. Only the second C. D. The degree to which the provision of services is disrupted and the speed with which this must be remedied B. Only the first B. To approve all modifications made to the Known Error database. QUESTION 3 Consider the following statements: 1. including the consequences for the service that has been agreed upon. 2. B. C. C. D. Neither QUESTION 4 What is the correct description of ‘impact’? A.QUESTION 1 How can Service Level Management use data from the incident register at the Service Desk? Service Level Management uses this data A. Which of these statements is correct? A. To function as the first point of customer contact. on the basis of the number of incidents resolved. To identify user needs and modify the IT infrastructure based on such needs. Together with other data to work out whether the service level agreed upon has been achieved.

Service Desk D. D. That the mainframes operate continuously for an average of 5000 hours C. Error Control D.QUESTION 6 The manufacturer claims that the new line of central mainframes can reach an MTBF of 5000 hours. A. Change Management B. What does this mean? A. One of the reasons for this is that users approach them directly to answer all kinds of questions. Configuration Management C. Implements the change in the CMDB and informs Configuration Management about it. Carries out investigations into the degree of consistency in the CMDB. That the mainframes have an average life of 5000 hours B. . Problem Management QUESTION 8 Data in the Configuration Management Database (CMDB) may be updated only if an order instruction has been given for this: Which process gives this order? A. Change Management B. A change in the IT infrastructure is always the result of a change of a Service Level 2. C. Which ITIL process or function needs to be set up to improve this situation? A. B.. Incident Management F. Checks whether the change has been made in the CMDB.. Service Desk E. Provides Configuration Management with the data required to implement the change in the CMDB. A Service Level Agreement (SLA) exhibits many similarities to a procedure for drawing up a Request for Change (RFC). Configuration Management C. They hardly get a chance to manage the network. That the mainframes will fail every 5000 hours D. QUESTION 7 Network managers are overloaded with work. QUESTION 10 Consider the following statements: 1. That the mainframe can operate continuously for a maximum of 5000 hours. Service Level Management QUESTION 9 A change has taken place in the IT infrastructure How is Change Management related to the Configuration Management Database (CMDB)? Change Management.

The urgency of the problem.. Availability Management. Only the second C. a large financial institution decides that there must be plans for the provision of IT services following a major interruption to the service. This produces data for which processes? A. Change Management.. QUESTION 15 Because of its increased dependency on information systems. B. Neither QUESTION 11 The performance of the network in a large computer centre is monitored 24 hours a day. D. He reports this to. Release Management QUESTION 14 A computer operator establishes that a memory disk is in danger of becoming completely full. Only the first B. QUESTION 13 A new networked computer is installed to replace an existing PC. Capacity Management and Problem Management C. Problem Management D. IT Service Continuity Management . The impact of the problem. Service Desk and Problem Management QUESTION 12 The sequence of dealing with problems must be based on. Service Level Management. The old PC is installed as a print server for the local area network. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. Planning & Control for IT Services D.. C. Capacity Management and Change Management B. Capacity Management. Financial Management and Service Level Management D. The priority of the problem. B. A. Which process. C. A. Availability Management B. Change Management B. Configuration Management C. Both D..Are these statements correct? A. Availability Management. Change Management. should be implemented? A. The category to which the problem belongs. therefore. Financial Management.

3. and 3 QUESTION 17 What information does the Service Desk provide to the IT management of an organization? A. 2-C. D. The location of the printer 2. The growth of the IT infrastructure C. 2. . Only 2 and 3 D. 2-A. CMDB DSL MTBF SLA A. Availability Management B. Hardware Support can obtain data from Configuration Management about which of the following: 1.C. 3-A. The number of incidents per category QUESTION 18 Which is the correct combination of concepts and ITIL Process? 1. The number of disruptions the printer has experienced in the last six months Which of the above is correct? A. B. Recognising user’s requirements and subsequently implementing changes to the IT infrastructure. 3-C. The time spent on investigation and diagnosis for each department D. 4-D 1-B. The type of maintenance contract 3. A. D. Release Management 1-A. 2-D. C. Classification of Requests for Change (RFCs). 4-B 1-D. 3-B. Hardware Support wants to approach the supplier of the printer to remedy the defect. 4. 2-B. Configuration Management C. 2. 4-C 1-C. Service Management QUESTION 16 A printer in a department of an insurance office has broken down. Approval of all changes / modifications made to the Known-Error database. All deviations from the specified service levels B. Co-ordination of all changes to the IT infrastructure. Service Level Management D. Service Level Management D. C. 3-D. 4-A QUESTION 19 Which of these tasks is a task of Problem Management? A. B. 1. Only 1 and 3 C. Only 1 and 2 B.

QUESTION 20 Which of the following activities does the Service Desk undertake? A. Error Control, Recording Incidents, Status Accounting B. Impact determination, Problem Management, Verification C. Incident Management, Providing Management Information, Recording CIs D. Incident Management, Providing Management Information, Recording Incidents QUESTION 21 Key features of all IT services are recorded in... A. The Service Catalogue. B. The Service Level Management Database. C. Service Level Requirements. D. Service Level Agreements. QUESTION 22 Which activity is a Release Management responsibility? A. To check whether any illegal software exist on computers within the organization. B. To store the original versions of all authorized software within the organization. C. To register where each software version is available. QUESTION 23 Give one reason why charging for IT services is an important element of Financial Management? A. The availability of an IT service can be measured. B. The resources needed for an application can be determined. C. The use of IT services can be influenced. D. Scenarios for capacity planning can be investigated. QUESTION 24 Which of the concepts below belongs to IT Service Continuity Management? A. Serviceability B. Maintainability C. Resilience D. Vulnerability QUESTION 25 The Service Desk has handled 2317 calls this month. What are the majority of these calls likely to include? A. Modifications to Service Level Agreements (SLAs). B. Notices regarding modified Configuration Items (CIs). C. Requests to the IT organization for user support. QUESTION 26 For which ITIL process is the determination of priorities based on impact and urgency an essential activity? A. Change Management B. Configuration Management C. Financial Management for IT Services

D. Service Level Management QUESTION 27 A user calls the Service Desk with a complaint that, when using a particular application, an error always occurs that breaks his connection to the network. Which process has overall responsibility for tracing the underlying cause? A. Service Desk B. Network Management C. Problem Management D. System Management E. Incident Management QUESTION 28 Which of the examples below is NOT an example of a configuration item? A. A user manual B. A company’s organization chart C. A Systems update procedure D. A unique identification code QUESTION 29 Service Level Requirements are used in the Service Level Management process. Which statement best describes what these Service Level Requirements represent? A. The amount of defined IT service that the customer requires. B. What the IT organization expects of the customer. C. The conditions required for the Service Level Agreement (SLA). D. A paragraph of the SLA with additional specifications required to execute the SLA QUESTION 30 A steel company merges with a competitor. The IT departments, along with the IT infrastructures of both companies will be combined. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? A. Application Management B. Capacity Management C. Computer Operations Management D. Release Management QUESTION 31 A new disk unit has to be installed to solve a problem with making back-ups on the network, and the procedures for making back-ups have to be changed. Through which process does formal approval have to be given for carrying out the changes? A. Change Management B. Configuration Management C. Network Management D. Problem Management

QUESTION 32 Given the following formula: Availability percentage = (i-ii)/iii) * 100 What should be filled in for i, ii and iii? A. I Reliability B. I Reliability C. I Maintainability D. I Maintainability E. I Agreed time 11 Duration of fault 11 Duration of fault 11 Resilience 11 Resilience 11 Duration of fault III Agreed time III Resilience III Resilience III Maintainability III Agreed time

QUESTION 33 Consider the following activities: 1. 2. 3. 4. 5. Change categorisation Change implementation Change review Change scheduling Filtering requests for change

In which sequence should these activities be carried out in order to implement a change in the IT infrastructure in a controlled fashion? A. 1-4-5-2-3 B. 1 -5-4-3-2 C.4-1-5-3-2 D. 5-1-4-2-3 E. 5-1-2-4-3 QUESTION 34 Which function is not part of Financial Management for IT services? A. Budgeting B. Charging C. Procurement D. Pricing QUESTION 35 It is important for the operation of a given application that the version of the software installed on each of the computers on the network is the same. Which process is responsible for this? A. Change Management B. Configuration Management C. Network Management D. Release Management QUESTION 36 Consider the following statements. 1. To determine the impact of change it is necessary to understand the structure of the IT services and the way they support the business processes concerned.

This is a (n). Only the second C. B. Neither QUESTION 37 You work at the Service Desk of an organization. QUESTION 39 To carry out the planned installation of new software releases. Only the first B. D. Capacity Management B. There is insufficient assurance that the information provided correctly reflects reality. its capacity needs expanding. Incident Known Error Problem Request for Change QUESTION 38 What is the consequence when the Configuration Item (Cl) level is too high? A. Which process is responsible for investigating the required disk space of the network server? A. Change Management C. Which process is suitable for approving this capacity expansion? A. The relationships between the various components of the infrastructure play an important role in determining the impact of a change. Network Management D. B. Capacity Management B.. C. the network server needs expanding. Certain problems cannot be analyzed because the information available is inadequate. Network Management D.. C. As many ‘images’ are sent back and forth over the network.2. A. Are these statements correct? A. Release Management QUESTION 40 An organization starts to use Intranet and e-mail. Both D. Change Management C. Certain parts of the infrastructure cannot be checked and managed properly. A user calls up to say that his terminal does not function. Problem Management .

SAMPLE PAPER 6 (ANSWERS) 1=D 5=C 9=C 13=B 17=D 21=A 25=C 29=A 33=D 37=A 2=A 6=B 10=D 14=A 18=B 22=B 26=A 30=B 34=C 38=A 3=B 7=D 11=B 15=B 19=C 23=C 27=C 31=A 35=D 39=A 4=C 8=A 12=C 16=D 20=D 24=D 28=D 32=E 36=C 40=B .

SAMPLE PAPER 7 .

Which form of escalation describes the above sequence of events? A. which is NOT true? A. you would say that. priority or urgency QUESTION 5 A serious incident has occurred. B. Change Management receives. Registering and monitoring the status of the software modules QUESTION 4 The Service Desk is informed that a user has forgotten her password after her holiday. From the information given. For which of the following activities does Configuration Management NOT have a responsibility? A. C. A. Formal escalation Functional escalation Hierarchical escalation .. C. The Service Desk and the user are both aware that solving this incident will take only a few minutes. C. Controlling the completeness and correctness of all data about the software modules. Change Management keeps a record of all changes by logging. D. This only affects the one user. QUESTION 2 A user reports to the Service Desk a loss of the network connection that occurs repeatedly when using a specific application. Release Management QUESTION 3 A major change to an existing service is to be designed and built and the issue of what Configuration Management is responsible for has been raised. Quality assurance of the software modules. D. B. D. Change Management will ensure that adequate back-out plans are prepared before changes are implemented. Incident Management C.. Availability Management B. tracking and reviewing them. C. Problem Management D.QUESTION 1 Consider the following statements. The Incident Manager is called in. The assigned solution team is unable to resolve the problem within the agreed time. Which ITIL process is responsible for tracing the cause? A. B. Change Management is responsible for providing a detailed specification of the effect on CIs of an authorized change. records and helps allocate priorities to all RFCs. B. Naming and recording data about software modules. The impact is high The priority is high The urgency is high Little can be said about impact.

A known cause of one or more disruptions. Capacity Management C. An unknown cause of one or more incidents. . QUESTION 9 Which best describes the contents of the Definitive Software Library? A. QUESTION 7 If a company decides to charge its internal customers for the IT services they use in order to improve general cost awareness. Copies of all live software used on the infrastructure. B. Operational escalation QUESTION 6 The successful diagnosis of a problem results in a known error. A review of the change has led to a satisfactory result. A. C. Service Level Management QUESTION 11 Which one of the following is NOT a task of Capacity Management? A. B.. Software awaiting user acceptance testing. All the software likely to be needed by in-house software developers and maintainers. Customer Management. B. C. B. D. A Known Error with one or more incidents. B. Sizing and or modelling of new applications. Local Management. On the basis of this known error a request for change may be raised. C.D. QUESTION 10 Performance Management and Resource Management are parts of which process? A.. Financial Management for IT Services. C. Monitoring overall performance of the IT infrastructure. The known error record may be closed when. Service Level Management. C. The proposal for change is lodged with Change Management. D. which function will make sure that the charges and the services to which they relate are formally agreed and documented? A. D. Availability Management B. QUESTION 8 Which statement best describes a Problem? A. Incidents related to the known error don’t occur any more. The request for change is authorized by the Change Advisory Board. Authorized versions of all software used on the infrastructure. D. One or more Known Errors. IT Service Continuity Management D. Procuring of new / upgraded hardware.

Support scripts. C. To initiate changes to the infrastructure to prevent failures of availability. D. QUESTION 12 A new service is to go live tomorrow. The appropriate change schedule. 1 and 4.D. 2. B. D. IT Service Continuity Management & Availability Management. All of them. 4. Network specialists. 1. An umbrella term used to described serviceability. B. 1 and 2. IT Service Continuity Management & Financial Management for IT Services. To plan for and monitor the availability of IT services agreed in SLAs 2. B. QESTION 16 The steps in the Incident Management process might best be described as: . D. 3. QUESTION 14 ‘Maintainability’ is best described as: A. To record details of unavailability events. The ability of a Cl to be retained in or restored to a condition in which it can perform its required functions. 2 and 3. C. 2 and 3. To negotiate the availability levels in SLAs 3. C. resilience and reliability. The contractual conditions under which infrastructure components are maintained. QUESTION 15 Which of the following are prime responsibilities of Availability Management? 1. 3 and 4. 4. QUESTION 13 Risk Management is an essential part of one of the following pairs of functions. The Service Level Manager to take the heat out of any angry confrontations very quickly. Availability Management & Service Level Management. A. C. Problem Management & Capacity Management. A. Which of the following should be available at the Service Desk? 1. 1 and 4. Assessing the possible benefits of new technology to the organization. B. which pair? A. The ability of a set of configuration items to maintain a service when one or more of the Cls have failed. All of them D.

B. Incident recording. day to day contact with users. To be able to define Service Desk impact codes. initial codification and allocation. B. For which of the following actions is the Service Desk NOT responsible? A. Are these statements correct? A. C. QUESTION 18 Consider the following statements. The criteria for determining the impact codes are established in consultation with the organization. B. The prioritisation of incoming calls. First line incident support. QUESTION 20 The management of ABC Ltd. Randomly. service recovery. The categorisation of incoming calls. The relationships between the various components in the infrastructure play an important role in determining the impact. resolution and recovery. has insisted that each request for a new workstation installation be handled with optimum efficiency and effectiveness. all three QUESTION 19 A Service Desk is suddenly inundated with phone calls nom customers who cannot work any more. business system support. The escalation of the incidents. 3. 1. only the second and third D. it is necessary to have information about the structure of the IT services and how they provide support for the business processes. investigation and diagnosis. D. Incident recording and alerting.A. Always. Customer Liaison C. maintaining customer contact. C. initial support and classification. QUESTION 17 In which cases must a review take place after implementation of a change? A. 2. C. Change Management B. only the first and third C. management reporting on IT services quality. At the request of the person who submitted the change request. Problem Management . Identifying the cause of the failure. D. closure. only the first and second B. If another incident of the same type occurs again. Which ITIL process is designed to achieve this desired outcome? A. After questioning callers it soon becomes clear that an important system on a central UNIX server has failed.

C. B. all incidents recording is via the 24-hour clock. D. Service Level Management QUESTION 21 What is the most important advantage an organization should gain from establishing a Definitive Software Library? A. A greater number of software versions can be offered to the end users. Underpinning Contract (DC) QUESTION 25 In an organization with widely distributed Service Desk which one of the following is most important? A. A type of Configuration Management Database (CMDB) for software. That D. D. they share a common means of recording information for analysis. A recorded snapshot of a product or service. A description of a standardised Configuration Item (Cl). Service Level Requirement (SLR) D. QUESTION 23 Which statement defines the role of the Definitive Software Library (DSL) in the Release Management process? A. The end users can choose from a wide range of controlled and certified software D. C. That C. The owner of the Definitive Software Library has the option to decide which software is used in an organization C. the Service Desk staffs have access to a common pool of problem . A physical storage area for the original versions of all authorized software in use B. Only tested and certified software versions will be used in the organization B. QUESTION 22 Which of the following best describes a Configuration Baseline? A. all staff speak the same language. Operational Level Agreement (OLA) B. Service Level Agreement (SLA) C. to provide a basis for a configuration auditor regression. A registration tool for all software items. That solvers. A set of Configuration Items (CIs) that is delivered once. Where would the agreement with the external organization be specified? A. That B.D. QUESTION 24 Your Network Department has made an agreement with an external organization in order to fulfil its agreement with its internal customer. A reference manual that includes all software documentation. The standard configuration for the Configuration Management Database (CMDB).

C. QUESTION 31 The best Mission Statement for Capacity Management is: . D. C. Problem Management. Recording the relationships between Configuration Items (Cls). B. 4. effect of not implementing the change. Which function is responsible for recording this change of status? A. Physically managing software items. 1. 3. QUESTION 28 Security is one of the significant elements of A. QUESTION 30 What is the primary objective of error control? A. QUESTION 29 Which of the following statements are true? The Change Advisory Board (CAB) should ensure that the proposed changes are assessed for: 1. Availability Management. QUESTION 27 A delivery of PC’s is received in the goods inwards department. 2. C. 1. B. A. 3 and 4. Financial Management for IT Services. C. 2. D. All of them. Capacity Management. likely impact on capacity and performance. resources required to implement the change. Change Management. Resource Management. Convening the Configuration Advisory Board. 2 and 3. B. To resolve Known Errors through the Change Management process. The status of the PC’s has to be changed from “ordered” to “in stock”. Installing equipment at the workplace. B. 2 and 4. To register and manage Known Errors. D. B. The The The The likely impact on recovery plans.QUESTION 26 Which task is the responsibility of Configuration Management? A. To recognise and register Known Errors. Configuration Management. To figure out the details for work-arounds. C. D.

QUESTION 33 Which of the listed tasks are regarded as proactive? 1. 2 and 3 C. sufficient IT capacity exists and that such capacity is provided a minimum cost to the business. C. 1. Preventing problems in one service being replicated in another. 2. The Change Manager presents the change to the IT Manager. D. Availability Management. Configuration Management goes much further than Asset Management because it also specifies the relationships between assets. Asset Management only deals with what is owned. C. Which action is required if this involves a complex change? A. B. Problem Management. D. Asset Management deals with the financial aspects of Configuration Items (CIs). To ensure that sufficient IT capacity exists to meet customer demands during the current procurement cycle. Configuration Management only deals with the technical details of the infrastructure. C. The Change Manager reports the change to Incident Management. 1 and 4. always exists. . Configuration Management deals with everything in the infrastructure. D. C. 2 and 3. QUESTION 34 The percentage of business operations support requests closed without requiring further action is an effectiveness metric of: A. QUESTION 32 When processing a Request for Change (RFC). Control of Known Errors. Asset Management is a superset of Configuration Management because it includes non-IT assets such as chairs and tables. The Service Desk. B. Reviewing incident and problem analysis reports to identify trends. Service Level Management. To ensure that at times of peak demands. B.A. B. The Change Manager presents the change to the Change Advisory Board. To ensure that cost justifiable IT capacity. 1 and 3. Identifying the root cause of incidents. B. The Change Manager reports the change to Problem Management. the Change Manager initiates a number of activities. A. 3. matched to the agreed needs of the customers. 4. QUESTION 35 Which statement correctly describes the difference between Asset Management and Configuration Management? A. D.

D.Change . Component expenditure.Incident . C. Problem Management.QUESTION 36 Which of the following describes the normal sequence of events for fault resolution? A. C. None are correct. The application developers. . SLAs should define roles & responsibilities on both sides of the agreement. Problem . Problem .Known Error .Incident . B. 2.Known Error C. B. Incident . D. QUESTION 38 Customers find that during acceptance tests response times do not always meet the level specified in the Service Level Requirement.Problem . B. SLAs should be regularly monitored and reports should be produced and circulated. Service Level Management QUESTION 40 Which of these is NOT true? Availability levels will depend upon: A. 3. Incident . Which process is responsible for the registration and processing of this shortcoming after ‘Go live’? A.Change. Nevertheless they decide to introduce the new application.Change . QUESTION 39 Which ITIL process uses Mean Time Between Failures (MTBF)? A. Underpinning contracts should be reviewed before SLAs are signed. All are correct. 2 & 3 are correct. Availability Management B.Change. B. C. A.Known Error . I & 2 are correct.Problem . IT Service Continuity Management D. Reliability of components. Quality of maintenance / support. Resilience to failure. Service Level Management. Capacity Management. Capacity Management C.Known Error. QUESTION 37 Consider the following: I. D. D.

SAMPLE PAPER 7 (ANSWERS) 1=A 5=C 9=C 13=D 17=B 21=A 25=C 29=B 33=C 37=D 2=C 6=A 10=B 14=B 18=D 22=D 26=D 30=B 34=C 38=C 3=A 7=A 11=C 15=D 19=B 23=A 27=C 31=A 35=D 39=A 4=D 8=C 12=B 16=A 20=A 24=D 28=B 32=C 36=C 40=B .

SAMPLE PAPER 8 .

1. by reason known errors cleared. C. Neither C. who decides on the categorization of a proposed change? A.QUESTION 1 In which of the following circumstances is requesting an urgent change justified. in total and by Cl changes backed out. date. B. Change Management controls all aspects of the change process. QUESTION 2 Within an ITIL compliant Change Management process. All of them . The change is needed to correct an error on a business critical system. D. Only one small component requires changing and it is unlikely to affect any other components. 2. 1. Change Implementer QUESTION 3 Consider the following statements: 1. Change Requestor D. Number Number Number Number of of of of changes implemented during the period. Only 2 D. The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed. C. B. Only 1 B. D. A. 2. 4. 3. Which of these statements are true? A. 2 and 3. Change Manager. The supplier has advised that previous versions will not be supported very much longer. 2 and 4. 3 and 4. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes. 2. change management staff training records complete and up to Which of these are collected and monitored by Change management? A. C. Change Advisory Board. Both QUESTION 4 Consider the following periodic metrics: 1. B.

. IT Financial Management. Distributing Software. C. The Change builder. C. Ensuring that CMDB entries concerning software Cl’s are verified. B. Configuration Management QUESTION 9 Which of the following need NOT be recorded as part of a Change Record? A. Problem Management C. Incident Management D. Helping to determine the software release policy. QUESTION 6 The primary responsibility of Incident Control is: A. once a change has been built. An independent Tester. C. The Change advisory board D. Keeping customers informed of future problems. The physical aspects of software control. Change Management C. Restoring service following incidents. B. Availability Management B. who should undertake testing? A. The names of the CAB members. The Change Manager. B.QUESTION 5 Which of the following is NOT the responsibility of the Release Management process? A. Any CAB recommendations D. QUESTION 10 Under an ITIL Change Management process. Raising multiple incidents to problem management. QUESTION 7 The percentage of service requests closed without requiring further action is am effectiveness measure of: A. B. C. Service Desk D. D. Service Level Management QUESTION 8 Status Accounting is an important part of which process? A. The scheduled implementation date B. D. Matching Incidents with known errors. Some details of the back-out-plan.

The priority of the problem. Problem Management D. Hardware Support wants to approach the supplier of the printer to remedy the defect. Daily B. The category to which the problem belongs. Planning & Control for IT Services D. should be implemented? A. Service Level Management D. C.. Which process. Change Management. The urgency of the problem. Hardware Support can obtain data from Configuration Management about which of the following: . Change Management B.QUESTION 11 How frequent should CAB/EC meetings be held? A. D. Weekly D. A. Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. He reports this to. B. Capacity Management. QUESTION 13 A new networked computer is installed to replace an existing PC. Service Management QUESTION 16 A printer in a department of an insurance office has broken down. QUESTION 15 Because of its increased dependency on information systems. As required QUESTION 12 The sequence of dealing with problems must be based on. A. therefore.. IT Service Continuity Management C. B. Monthly C.. The impact of the problem.. C. Service Level Management. Availability Management B. Configuration Management C. Release Management QUESTION 14 A computer operator establishes that a memory disk is in danger of becoming completely full. The old PC is installed as a print server for the local area network. a large financial institution decides that there must be plans for the provision of IT services following a major interruption to the service.

2-A. 4-A QUESTION 19 Which of these tasks is a task of Problem Management? A. and 3 QUESTION 17 What information does the Service Desk provide to the IT management of an organization? A. Availability Management B. Incident Management. 4-D B. 2. 2. the IT Co-ordination of all changes to the IT infrastructure. The time spent on investigation and diagnosis for each department D. The growth of the IT infrastructure C. 3-C. The number of incidents per category QUESTION 18 Which is the correct combination of concepts and ITIL processes? 1. Service Level Management D. 3-D. C. 3. All deviations from the specified service levels B. QUESTION 20 Which of the following activities does the Service Desk undertake? A. 3-B. 1-C. Problem Management. 1. 3-A. CMDB DSL MTBF SLA A. Release Management A. Only I and 2 B. 1-D. Error Control. 2-B. Only I and 3 C. Providing Management Information. 4-C D. Verification C. 4. Classification of Requests for Change (RFCs). Recording Incidents . Providing Management Information. Recording CIs D. 2-C. Status Accounting B. Approval of all changes / modifications made to the Known-Error database.I. The location of the printer 2. 1-B. 1-A. 2-D. Configuration Management C. Recognising user’s requirements and subsequently implementing changes to infrastructure. The type of maintenance contract 3. Incident Management. Impact determination. The number of disruptions the printer has experienced in the last six months Which of the above is correct? A. B. D. Recording Incidents. 4-C C. Only 2 and 3 D.

. The assigned solution team is unable to resolve the problem within the agreed time. Little can be said about impact. D.. priority or urgency QUESTION 25 A serious incident has occurred. Formal escalation . Change Management keeps a record of all changes by logging. tracking and reviewing them. From the information given.QUESTION 21 Consider the following statements. B. Change Management receives records and helps allocate priorities to all RFCs. Controlling the completeness and correctness of all data about the software modules. This only affects the one user. Quality assurance of the software modules. Naming and recording data about software modules. which is NOT true? A. A. The impact is high B. Change Management is responsible for providing a detailed specification of the effect on CIs of an authorized change. C. The priority is high C. The Incident Manager is called in. Which form of escalation describes the above sequence of events? A. Problem Management D. QUESTION 22 A user reports to the Service Desk a loss of the network connection that occurs repeatedly when using a specific application. Registering and monitoring the status of the software modules QUESTION 24 The Service Desk is informed that a user has forgotten her password after her holiday. The urgency is high D. Incident Management C. D. B. Which ITIL process is responsible for tracing the cause? A. For which of the following activities does Configuration Management NOT have a responsibility? A. you would say that. Change Management will ensure that adequate back-out plans are prepared before changes are implemented. The Service Desk and the user are both aware that solving this incident will take only a few minutes. Release Management QUESTION 23 A major change to an existing service is to be designed and built and the issue of what Configuration Management is responsible for has been raised. Availability Management B. C.

The request for change is authorized by the Change Advisory Board. D. Incidents related to the known error don't occur any more.. C. C. QUESTION 30 Performance Management and Resource Management are parts of which process? A. Local Management. A review of the change has led to a satisfactory result. which function will make sure that the charges and the services to which they relate are formally agreed and documented? A. Customer Management. The known error record may be closed when. B. Operational escalation QUESTION 26 The successful diagnosis of a problem results in a known error. Hierarchical escalation D. Financial Management for IT Services. QUESTION 28 Which statement best describes a Problem? A. D. Capacity Management C. A Known Error with one or more incidents. On the basis of this known error a request for change may be raised. B. B. All the software likely to be needed by in-house software developers and maintainers. Authorized versions of all software used on the infrastructure. C. Copies of all live software used on the infrastructure. Functional escalation C. D.B. One or more Known Errors. QUESTION 29 Which best describes the contents of the Definitive Software Library? A. Software awaiting user acceptance testing.. Availability Management B. B. An unknown cause of one or more incidents. QUESTION 27 If a company decides to charge its internal customers for the IT services they use in order to improve general cost awareness. Service Level Management QUESTION 31 Which one of the following is NOT a task of Capacity Management? . IT Service Continuity Management D. C. A. A known cause of one or more disruptions. The proposal for change is lodged with Change Management. D. Service Level Management.

. All of them. 1 and 4. The appropriate change schedule. To plan for and monitor the availability of IT services agreed in SLA's. A. 1 and 2. The contractual conditions under which infrastructure components are maintained. 1. To initiate changes to the infrastructure to prevent failures of availability.2 and 3. 1 and 4. C. C. IT Service Continuity Management & Availability Management. B. resilience and reliability. 4. B. which pair? A. D. C. A. D. An umbrella term used to described serviceability. 3 and 4. 2. Support scripts. Which of the following should be available at the Service Desk? 1. Network specialists. To record details of unavailability events. The ability of a Cl to be retained in or restored to a condition in which it can perform its required functions. Assessing the possible benefits of new technology to the organization. Problem Management & Capacity Management. IT Service Continuity Management & Financial Management for IT Services. Procuring of new / upgraded hardware. B. Answer: D QUESTION 34 'Maintainability' is best described as: A. D. Monitoring overall performance of the IT infrastructure. D. To negotiate the availability levels in SLA's. All of them. D. 3.A. 2 and 3. B. B. The ability of a set of configuration items to maintain a service when one or more of the CIs have failed. Availability Management & Service Level Management. 4. The Service Level Manager to take the heat out of any angry confrontations very quickly. 3. C. C. Sizing and or modeling of new applications. QUESTION 35 Which of the following are prime responsibilities of Availability Management? 1. QUESTION 33 Risk Management is an essential part of one of the following pairs of functions. QUESTION 32 A new service is to go live tomorrow. 2.

resolution and recovery. C. management reporting on IT services quality. B. The criteria for determining the impact codes are established in consultation with the organization. only the first and third C. maintaining customer contact. 3. If another incident of the same type occurs again. Always. QUESTION 38 Consider the following statements. After questioning callers it soon becomes clear that an important system on a central UNIX server has failed.QUESTION 36 The steps in the Incident Management process might best be described as: A. Incident recording. Which ITIL process is designed to achieve this desired outcome? A. it is necessary to have information about the structure of the IT services and how they provide support for the business processes. C. To be able to define Service Desk impact codes. Identifying the cause of the failure. Customer Liaison . 2. 1. only the first and second B. only the second and third D. day to day contact with users. The prioritization of incoming calls. business system support. At the request of the person who submitted the change request. investigation and diagnosis. initial support and classification. The relationships between the various components in the infrastructure play an important role in determining the impact. QUESTION 37 In which cases must a review take place after implementation of a change? A. C. D. B. D. B. initial codification and allocation. closure. Change Management B. The escalation of the incidents. QUESTION 40 The management of ABC Ltd. The categorization of incoming calls. First line incident support. all three QUESTION 39 A Service Desk is suddenly inundated with phone calls from customers who cannot work any more. For which of the following actions is the Service Desk NOT responsible? A. Are these statements correct? A. service recovery. Randomly. Incident recording and alerting. has insisted that each request for a new workstation installation be handled with optimum efficiency and effectiveness.

Problem Management D.C. Service Level Management SAMPLE PAPER 8 (ANSWERS) 1=D 5=D 9=D 13=B 17=D 21=A 25=C 29=C 33=D 37=B 2=A 6=C 10=D 14=A 18=B 22=C 26=A 30=B 34=B 38=D 3=D 7=C 11=D 15=B 19=C 23=A 27=A 31=C 35=D 39=B 4=C 8=D 12=C 16=D 20=D 24=D 28=C 32=B 36=A 40=A .

SAMPLE PAPER 9 .

2. To record incidents for later study. An SLA is a contract drawn up by the IT department which states what the customer may and may not do with his computer. D. A Service Catalogue describes concisely and specifically the IT services that the IT department can offer a customer. To draw up reports about the number and nature of incidents in a certain period. The effect that an incident has on the components of the IT infrastructure. To draw up the Service Level Agreement (SLA). A. C. on the basis of the number of incidents resolved. Together with other data to work out whether the service level agreed upon has been achieved. The degree to which the provision of services is disrupted and the speed with which this must be remedied B. Both D. Answer: C QUESTION 5 Which task is a Problem Management responsibility? A. To investigate the cause of disruptions for the customer. B. The degree to which the user indicates how quickly the incident must be resolved. To determine the availability of an IT Service.QUESTION 1 How can Service Level Management use data from the incident register at the Service Desk? Service Level Management uses this data. QUESTION 3 Consider the following statements: 1. QUESTION 2 Which statement describes a Service Desk activity? A. including the consequences for the service that has been agreed upon. C. D. The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved. Only the first B. To identify user needs and modify the IT infrastructure based on such needs. Neither QUESTION 4 What is the correct description of 'impact'? A. B. To function as the first point of customer contact. To co-ordinate all modifications to the IT infrastructure. To approve all modifications made to the Known Error database. Which of these statements is correct? A. B. To trace the cause of incidents. D. . C. C. Only the second C.

. Are these statements correct? .QUESTION 6 The manufacturer claims that the new line of central mainframes can reach an MTBF of 5000 hours What does this mean? A. Provides Configuration Management with the data required to implement the change in the CMDB. A. A change in the IT infrastructure is always the result of a change of a Service Level 2. C. A Service Level Agreement (SLA) exhibits many similarities to a procedure for drawing up a Request for Change (RFC). Service Desk E. Checks whether the change has been made in the CMDB. Carries out investigations into the degree of consistency in the CMDB. Configuration Management C. Problem Management QUESTION 8 Data in the Configuration Management Database (CMDB) may be updated only if an order instruction has been given for this: Which process gives this order? A. Service Desk D. One of the reasons for this is that users approach them directly to answer all kinds of questions.. Which ITIL process or function needs to be set up to improve this situation? A. Implements the change in the CMDB and informs Configuration Management about it. D. Configuration Management C. B. QUESTION 7 Network managers are overloaded with work. Change Management B. That the mainframe can operate continuously for a maximum of 5000 hours. They hardly get a chance to manage the network. Service Level Management QUESTION 9 A change has taken place in the IT infrastructure How is Change Management related to the Configuration Management Database (CMDB)? Change Management. That the mainframes operate continuously for an average of 5000 hours C. QUESTION 10 Consider the following statements: 1. Incident Management F. That the mainframes have an average life of 5000 hours B. Change Management B. Error Control D. That the mainframes will fail every 5000 hours D.

A. The category to which the problem belongs. C. should be implemented? A. A. Availability Management. B. Service Desk and Problem Management QUESTION 12 The sequence of dealing with problems must be based on. The priority of the problem. therefore.. a large financial institution decides that there must be plans for the provision of IT services following a major interruption to the service. Capacity Management and Change Management B. Only the first B. Availability Management . Which process is responsible for registering this modification in the Configuration Management Database (CMDB)? A. Capacity Management and Problem Management C.. Change Management B. Only the second C. D.. Availability Management. Neither QUESTION 11 The performance of the network in a large computer centre is monitored 24 hours a day. QUESTION 15 Because of its increased dependency on information systems. QUESTION 13 A new networked computer is installed to replace an existing PC. Capacity Management. Which process. Release Management QUESTION 14 A computer operator establishes that a memory disk is in danger of becoming completely full. Service Level Management. B.. The old PC is installed as a print server for the local area network. The urgency of the problem. The impact of the problem. Financial Management and Service Level Management D. This produces data for which processes? A. Change Management. Configuration Management C. Planning & Control for IT Services D. Problem Management D. He reports this to. C. Change Management. Both D. Financial Management.A.

1-b. 2-c. Release Management A. The number of disruptions the printer has experienced in the last six months Which of the above is correct? A. Recording Incidents. B. Approval of all changes / modifications made to the Known-Error database. Only 1 and 3 C. IT Service Continuity Management C. 4-d B. The number of incidents per category QUESTION 18 Which is the correct combination of concepts and ITIL processes? 1. MTBF c. 2-b. and 3 QUESTION 17 What information does the Service Desk provide to the IT management of an organization? A. SLA d. DSL b. Recognizing user's requirements and subsequently implementing changes to the IT infrastructure. Status Accounting . The location of the printer 2. Service Management QUESTION 16 A printer in a department of an insurance office has broken down. Classification of Requests for Change (RFCs). 2-d. 2-a. Hardware Support can obtain data from Configuration Management about which of the following: 1. 4-b D. 1-c. C. 3-a. QUESTION 20 Which of the following activities does the Service Desk undertake? A.B. Error Control. The type of maintenance contract 3. Co-ordination of all changes to the IT infrastructure. 3-b. All deviations from the specified service levels B. 3-d. 4-a QUESTION 19 Which of these tasks is a task of Problem Management? A. CMDB a. Service Level Management D. Service Level Management 4.2. Availability Management 2. 4-c C. 1-a. The time spent on investigation and diagnosis for each department D. The growth of the IT infrastructure C. 1-d. D. 3-c. Configuration Management 3. Only 1 and 2 B. 1. Hardware Support wants to approach the supplier of the printer to remedy the defect. Only 2 and 3 D.

D. Problem Management. Serviceability B. Maintainability C. Service Level Management QUESTION 27 . The Service Catalogue. C. C.. Service Level Agreements. QUESTION 26 For which ITIL process is the determination of priorities based on impact and urgency an essential activity? A. Modifications to Service Level Agreements (SLAs). Incident Management. Scenarios for capacity planning can be investigated. The Service Level Management Database. Incident Management. Impact determination. Verification C. B. The availability of an IT service can be measured. The resources needed for an application can be determined. B. B. Providing Management Information. To register where each software version is available. Recording CIs D. To store the original versions of all authorized software within the organization.B. QUESTION 23 Give one reason why charging for IT services is an important element of Financial Management? A. Notices regarding modified Configuration Items (CIs). Requests to the IT organization for user support. A. Recording Incidents QUESTION 21 Key features of all IT services are recorded in. D.. C. The use of IT services can be influenced. To check whether any illegal software on computers within the organization. Financial Management for IT Services D. Service Level Requirements. QUESTION 22 Which activity is a Release Management responsibility? A. Resilience D. Vulnerability QUESTION 25 The Service Desk has handled 2317 calls this month. QUESTION 24 Which of the concepts below belongs to IT Service Continuity Management? A. Providing Management Information. What are the majority of these calls likely to include? A. B. Change Management B. Configuration Management C. C.

an error always occurs that breaks his connection to the network. Computer Operations Management D. What the IT organization expects of the customer. Which process is responsible for determining the required disk and memory space required for applications running in the combined IT infrastructure? A. Change Management B. Configuration Management C. Network Management C.A user calls the Service Desk with a complaint that. QUESTION 30 A steel company merges with a competitor. C. Problem Management D. The IT departments. when using a particular application. A paragraph of the SLA with additional specifications required to execute the SLA. System Management E. Application Management B. Which process has overall responsibility for tracing the underlying cause? A. B. A unique identification code QUESTION 29 Service Level Requirements are used in the Service Level Management process. Network Management D. Through which process does formal approval have to be given for carrying out the changes? A. Problem Management QUESTION 32 Given the following formula: Availability percentage = ((i-ii)/iii)*100 what should be filled in for i. A company's organization chart C. The amount of defined IT service that the customer requires. along with the IT infrastructures of both companies will be combined. Which statement best describes what these Service Level Requirements represent? A. and the procedures for making back-ups have to be changed. D. A user manual B. Release Management QUESTION 31 A new disk unit has to be installed to solve a problem with making back-ups on the network. Capacity Management C. A systems update procedure D. ii and iii? . Incident Management QUESTION 28 Which of the examples below is NOT an example of a configuration item? A. The conditions required for the Service Level Agreement (SLA). Service Desk B.

Change review 4. Change implementation 3. Which process is responsible for this? A. I Maintainability II Resilience III Maintainability E. Charging C. To determine the impact of change it is necessary to understand the structure of the IT services and the way they support the business processes concerned. Are these statements correct? A. 1 -5-4-3-2 C. Only the second C. I Agreed time II Duration of fault III Agreed time QUESTION 33 Consider the following activities: 1. Pricing QUESTION 35 It is important for the operation of a given application that the version of the software installed on each of the computers on the network is the same. Filtering requests for change In which sequence should these activities be carried out in order to implement a change in the IT infrastructure in a controlled fashion? A. 5-1-4-2-3 E. Change Management B. 4-1-5-3-2 D. 1-4-5-2-3 B. Network Management D. 1. Only the first B. 2. Both . 5-1-2-4-3 QUESTION 34 Which function is not part of Financial Management for IT services? A. The relationships between the various components of the infrastructure play an important role in determining the impact of a change. Release Management QUESTION 36 Consider the following statements. Configuration Management C. Procurement D. Change scheduling 5. I Reliability II Duration of fault III Agreed time B. Budgeting B. Change categorization 2.A. I Maintainability II Resilience III Resilience D. I Reliability II Duration of fault III Resilience C.

A user calls up to say that his terminal does not function. Change Management C. B. Network Management D. Certain problems cannot be analyzed because the information available is inadequate. Change Management C. Capacity Management B. Problem D. its capacity needs expanding. Which process is suitable for approving this capacity expansion? A. As many 'images' are sent back and forth over the network. A. Neither QUESTION 37 You work at the Service Desk of an organization. Network Management D. Which process is responsible for investigating the required disk space of the network server? A. Incident B. C. Release Management QUESTION 40 An organization starts to use Intranet and e-mail. Problem Management . Capacity Management B. Known Error C.. the network server needs expanding. QUESTION 39 To carry out the planned installation of new software releases. Request for Change QUESTION 38 What is the consequence when the Configuration Item (Cl) level is too high? A.D.. This is a (n). Certain parts of the infrastructure cannot be checked and managed properly. There is insufficient assurance that the information provided correctly reflects reality.

SAMPLE PAPER 9 (ANSWERS) 1=D 5=C 9=C 13=B 17=D 21=A 25=C 29=A 33=D 37=A 2=A 6=B 10=D 14=A 18=B 22=B 26=A 30=B 34=C 38=A 3=B 7=D 11=B 15=B 19=C 23=C 27=C 31=A 35=D 39=A 4=C 8=A 12=C 16=D 20=D 24=D 28=D 32=E 36=C 40=B .

SAMPLE PAPER 10 .

QUESTION 1 What is the most important advantage an organisation should gain from establishing a Definitive Software Library? A. Only tested and certified software versions will be used in the organisation B. The owner of the Definitive Software Library has the option to decide which software is used in an organisation C. The end users can choose from a wide range of controlled and certified software D. A greater number of software versions can be offered to the end users. QUESTION 2 Which of the following best describes a Configuration Baseline? A. The standard configuration for the Configuration Management Database (CMDB). B. A description of a standardized Configuration Item (Cl). C. A set of Configuration Items (CIs) that is delivered once. D. A recorded snapshot of a product or service, to provide a basis for a configuration auditor regression. QUESTION 3 Which statement defines the role of the Definitive Software Library (DSL) in the Release Management process? A. A physical storage area for the original versions of all authorized software in use. B. A reference manual that includes all software documentation. C. A registration tool for all software items. D. A type of Configuration Management Database (CMDB) for software. QUESTION 4 Your Network Department has made an agreement with an external organisation in order to fulfill its agreement with its internal customer. Where would the agreement with the external organisation be specified? A. Operational Level Agreement (OLA) B. Service Level Agreement (SLA) C. Service Level Requirement (SLR) D. Underpinning Contract (UC) QUESTION 5 In an organisation with widely distributed Service Desk which one of the following is most important? A. That all staff speak the same language. B. That all incidents recording is via the 24-hour clock. C. That they share a common means of recording information for analysis. D. That the Service Desk staff have access to a common pool of problem solvers. QUESTION 6 Which task is the responsibility of Configuration Management? A. Convening the Configuration Advisory Board. B. Physically managing software items.

C. Installing equipment at the workplace. D. Recording the relationships between Configuration Items (Cls). QUESTION 7 A delivery of PC's is received in the goods inwards department. The status of the PC's has to be changed from "ordered" to "in stock". Which function is responsible for recording this change of status? A. Financial Management for IT Services. B. Problem Management. C. Configuration Management. D. Change Management. QUESTION 8 Security is one of the significant elements of: A. Capacity Management. B. Availability Management. C. Resource Management. QUESTION 9 Which of the following statements are true? The Change Advisory Board (CAB) should ensure that the proposed changes are assessed for: 1. The likely impact on recovery plans. 2. The effect of not implementing the change. 3. The resources required to implement the change. 4. The likely impact on capacity and performance. A. 1,2 and 3. B. All of them. C. 2,3 and 4. D. 1,2 and 4. QUESTION 10 What is the primary objective of error control? A. To figure out the details for work-around. B. To resolve Known Errors through the Change Management process. C. To recognize and register Known Errors. D. To register and manage Known Errors. QUESTION 11 The best Mission Statement for Capacity Management is: A. To ensure that cost justifiable IT capacity, matched to the agreed needs of the customers, always exists. B. To ensure that sufficient IT capacity exists to meet customer demands during the current procurement cycle. C. To ensure that at times of peak demands, sufficient IT capacity exists and that such capacity is provided at minimum cost to the business.

QUESTION 12 When processing a Request for Change (RFC), the Change Manager initiates a number of activities. Which action is required if this involves a complex change? A. The Change Manager reports the change to Problem Management. B. The Change Manager reports the change to Incident Management. C. The Change Manager presents the change to the Change Advisory Board. D. The Change Manager presents the change to the IT Manager. QUESTION 13 Which of the listed tasks are regarded as proactive? 1. Control of Known Errors. 2. Reviewing incident and problem analysis reports to identify trends. 3. Preventing problems in one service being replicated in another. 4. Identifying the root cause of incidents. A. 1 and 4. B. 1,2 and 3. C. 2 and 3. D. 1 and 3. QUESTION 14 The percentage of business operations support requests closed without requiring further action is an effectiveness metric of: A. Availability Management. B. Problem Management. C. The Service Desk. D. Service Level Management. QUESTION 15 Which statement correctly describes the difference between Asset Management and Configuration Management? A. Asset Management only deals with what is owned; Configuration Management deals with everything in the infrastructure. B. Asset Management is a superset of Configuration Management because it includes non-IT assets such as chairs and tables. C. Asset Management deals with the financial aspects of Configuration Items (CIs); Configuration Management only deals with the technical details of the infrastructure. D. Configuration Management goes much further than Asset Management because it also specifies the relationships between assets. QUESTION 16 Which of the following describes the normal sequence of events for fault resolution? A. Problem - Incident - Change - Known Error. B. Incident - Problem - Change - Known Error C. Incident - Problem - Known Error - Change. D. Problem - Incident - Known Error - Change.

All are correct. C. D. 3. Which process is responsible for the registration and processing of this shortcoming after 'Go live'? A. Component expenditure. Problem Management may be involved when a major incident occurs B. 2 & 3 are correct. A. D. C. Quality of maintenance / support. The application developers. Service Level Management. Problem Management is responsible for managing the resolution of problems D. SLAs should be regularly monitored and reports should be produced and circulated. Resilience to failure. B. Impact analysis . Reliability of components. Capacity Management C. Problem Management is responsible for Error Control QUESTION 22 For which of the following activities is the Service Desk NOT responsible? A. The Service Desk monitors problems throughout their lifecycles C. None are correct. QUESTION 18 Customers find that during acceptance tests response times do not always meet the level specified in the Service Level Requirement. QUESTION 21 Which of the following statements is incorrect? A. 1 & 2 are correct. Problem Management. C. Underpinning contracts should be reviewed before SLAs are signed. B. QUESTION 19 Which ITIL process uses Mean Time Between Failures (MTBF)? A. Service Level Management QUESTION 20 Which of these is NOT true? Availability levels will depend upon: A. Availability Management B. D. Capacity Management. Nevertheless they decide to introduce the new application.QUESTION 17 Consider the following statements: 1. SLAs should define roles & responsibilities on both sides of the agreement. B. IT Service Continuity Management D. 2.

3 & 4 C. Change Management B. Problem Management C. Demand Management C. Escalation QUESTION 23 Which of these is NOT a Capacity Management activity? A. Configuration Management D. having completed all Problem Management activities . 1. Closing the Problem Record. The IT Finance Manager B. The business impact of an incident changes due to unforeseen circumstances 3. An incident exceeds the downtime stipulated within a SLA 2. Root cause identification C. The Change Manager QUESTION 27 Which of the following is the last activity in the Problem Management process? A. Tuning B. A senior user in the customer's organisation complains about the lack of progress being made on a particular incident Which of the above could be valid reasons for the Service Desk to invoke escalation procedures? A. All four B. The Configuration Manager C. 3 & 4 QUESTION 26 A customer has requested a review of charges for services provided under an SLA. Who will review this with the customer? A. The Service Level Manager D. The number of users impacted by an incident is greater than first thought 4. Within the SLA there is provision for this. The referral of any associated RFCs to Change Management B.B. 2. Maintainability QUESTION 24 Following the release of a software upgrade to fix a known error. Release Management QUESTION 25 Consider the following situations: 1. Categorization and prioritization D. Log the problem C. Application sizing D. 2 & 3 D. which area is responsible for ensuring that the CMDB has been updated correctly? A. 1.

Transfer costs B. which are true? A. 2 & 3 QUESTION 31 Writing-off an equal amount of an asset's value each year. Business impact 3. All three C. Investigation & Diagnosis C. The business does not have time to be involved in preparing continuity plans D. Ownership of an incident throughout its lifecycle B. 1. SLA reflects the targets agreed with the customer 2. usually a fixed percentage of cost. That the conditions in other SLAs can continue to be met 3. Maintenance of a known error database QUESTION 30 Change Management ensures that scheduling decisions are based on: 1. 2 & 3 D. 1 & 3 . That the new. Initiating a review of the problem and its impact QUESTION 28 Which of the following justifications could be considered a valid reason for a business not having any continuity plans for a specific IT service? A. which of the following should the Service Level Manager take into account: 1. The IT department has made a decision that the risk of disaster is small C. The potential impact on existing IT Service Continuity plans Of the above. A management decision has been made following a business impact assessment QUESTION 29 Which of the following is NOT a Problem Management responsibility? A. 1 & 2 B. or amending an existing one. 1 & 3 D. is known as? A. The IT department does not have the skills for developing continuity plans B. Resource requirements and availability Which of the above are correct? A. Discounted cash flow C. 2 & 3 C.D. Raising Requests for Change D. Business urgency 2. or revised. Net book value D. 1 & 2 B. Depreciating QUESTION 32 When establishing a new SLA.

The Change Builder B. An error has occurred several times and has been passed to Problem Management B. The Change Advisory Board D. Both incidents have an equally high priority D. There is insufficient information to determine which incident has the higher priority B. Demand 4. The Change Manager C. Simulation 3. 3 & 4 B. 1 & 4 QUESTION 37 A known error occurs when: A.QUESTION 33 There is a network incident that affects 200 users. 1 & 2 C. An independent tester QUESTION 36 Consider this list: 1. Differential charging for exceptional workloads B. Service resilience D. The Managing Director's printer must be fixed because of the higher business impact C. Analytical 2. A problem has been diagnosed and a resolution or circumvention exists D. Which of the following statements can be deduced from this information? A. 2 & 3 D. An error occurs that has not been diagnosed and for which a circumvention does not yet exist C. The resolution of a problem has been implemented . Understanding new applications in order to assess their potential impact on the infrastructure C. once a change has been built. The network incident has a higher priority than the Managing Director's printer because it affects a lot more people QUESTION 34 Which of the following is NOT a concern of Resource Capacity Management? A. At the same time the Managing Director's printer has broken and he wants to print a report now. Use of alternative technologies QUESTION 35 Under an ITIL Change Management process. Resource Which of those listed above are techniques of IT Modeling? A. who should undertake further testing? A.

3 & 4 C. An incident which has the same impact as an existing known error but a different root cause C. Unique identifier 3. Availability Management is concerned with the performance of hardware CIs QUESTION 39 The term Variant' is best used to describe: A. Availability Management should contribute to the design and development of new software products C. 2 & 3 . 1. Availability Management negotiates availability levels with customers to ensure that their requirements are met D.QUESTION 38 Which of the following is NOT true? A. A Cl based on another. but with minor amendments applied D. 1 & 2 B. Type 2. The difference between forecast and actual resource usage QUESTION 40 Consider the following information: 1. Maintaining the agreed level of confidentiality is a concern of Availability Management B. Unauthorized or illegal versions of software B. All of them D. Version number 4. Copy number Which of the above details should be recorded for every Cl recorded within the CMDB? A.

SAMPLE PAPER 10 (ANSWERS) 1=A 5=C 9=B 13=C 17=D 21=B 25=A 29=A 33=A 37=C 2=D 6=D 10=B 14=C 18=C 22=B 26=C 30=B 34=A 38=C 3=A 7=C 11=A 15=D 19=A 23=D 27=C 31=D 35=D 39=C 4=D 8=B 12=C 16=C 20=B 24=C 28=D 32=C 36=B 40=A .

SAMPLE PAPER

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QUESTION 1 Which of the following is NOT a responsibility of the IT Service Continuity planning team? A. Outlining possible measures to protect an IT service B. Deciding the business criticality of an IT service C. Testing the plans for recovery of an IT service D. Identifying the risks to an IT service QUESTION 2 Which of the following abbreviations most accurately represents 'downtime'? A. MTTR B. CFIA C. MTBF D. MTBSI QUESTION 3 Which is the correct combination of terms and Service Management processes? 1. CMDB A. Availability Management 2. CFIA B. Release Management 3. DHS C. Service Level Management 4. OLA D. Configuration Management A. 1-D, 2-C, 3-A, 4-B B. 1-D, 2-A, 3-6, 4-C C. 1-B, 2-A, 3-C, 4-D D. 1-C, 2-D, 3-B, 4-A QUESTION 4 Which of the following best describes 'reliability'? A. The combination of confidentiality, integrity and maintainability B. The ability of a service to remain functional even though some components have failed C. The ability of a Cl to remain functional under given conditions D. The ability of a Cl to be retained in, or restored to, an operational state QUESTION 5 Which of the following activities is the responsibility of Change Management? A. Reviewing changes to ensure they have worked B. Creating a change to rectify a known error C. Determining the release strategy for a major change D. Implementing a software change at a remote site QUESTION 6 Within an ITIL compliant Change Management process, who initially assesses the category of a proposed change? A. Change Manager B. Change Advisory Board

C. Change Requestor D. Change Implementer QUESTION 7 An advantage of a gradual recovery portable approach is that: A. Restoration of telecommunications will be simple B. It can be established in a convenient location C. It is the cheapest option D. Access to the site will be available immediately QUESTION 8 Which of the following activities is NOT part of the release process? A. Moving software from the DSL to the development environment B. Moving software from the DSL to the live environment C. Moving software from the development to the test environment D. Moving software from the live environment to the DSL QUESTION 9 Charging business users a premium rate for using resources at peak times is known as: A. Peak resource charging B. Differential charging C. Notional charging D. Discounting QUESTION 10 Which of the following statements best describes the Definitive Software Library? A. A secure software library containing all versions of software CIs in their definitive, quality controlled, form B. A logical library, held securely on computer, containing all versions of software CIs C. A secure, physical library containing the latest version of every software Cl in a quality controlled manner D. A logical library, held securely on computer, containing the latest version of every software Cl QUESTION 11 Which is the correct combination of concepts and Service Management processes? 1. Risks A. Capacity Management 2. Reliability B. Release Management 3. Thresholds C. Availability Management 4. Roll-outs D. IT Service Continuity Planning A. 1-B, 2-A, 3-D, 4-C B. 1-C, 2-A, 3-D, 4-B C. 1-D, 2-C, 3-A, 4-B D. 1-C, 2-D, 3-B, 4-A QUESTION 12 One reason for building a Cost Model is so that:

Service Level Agreement D. Charges will reflect what the market will bear B. To prevent software viruses entering the organisation QUESTION 15 Risk assessment is NOT a major part of which of the following processes? A. through liaison with Change Management C. Operational Level Agreement C. It can be related directly to its constituent units C. Service Level Management B. Change Management D. a 'Reciprocal Arrangement' means: A. To assess the impact of software changes B. It is easy for IT to calculate QUESTION 13 In terms of IT Service Continuity Management. Not having more than one other site to move to QUESTION 14 Which of the following is NOT an aim of the Release Management process? A. Internal Specification Sheet B. Availability Management QUESTION 16 Which of the following is most involved with the day-to-day provision of quality services? A. To design and implement effective procedures for the distribution of changes to software across the organisation D. The costs of IT can be aligned to business activities D. An underpinning third party contract QUESTION 18 Which of the following is NOT part of the role of the Service Desk? . IT Service Continuity Management C. Service Support QUESTION 17 The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. Customer Services B. In which document might the Service Desk's agreement to this requirement be recorded? A. Service Delivery D.A. Having a mirrored service in another location C. Taking the best of all other approaches B. To agree the content of software releases. Entering into an agreement with another organisation using similar technology D. Applications Development C.

Configuration Management QUESTION 23 Which incidents should be logged by the Service Desk? A. good interpersonal skills QUESTION 22 Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology? A. Providing support to the user community B. technical specialist. Well presented. Good interpersonal skills. All incidents except simple enquiries D. technically astute. Only incidents from bona fide customers C. firm B. Change Management C. Monitoring the progress of incidents QUESTION 19 Which of the following would NOT normally be regarded as one of the major input cost elements of an IT service? A. Features C. Characteristics QUESTION 21 Which of the following lists best describes the key attributes needed by Service Desk Staff? A. methodical. Capacity Management B. Acting as day-to-day interface between IT services and users D. Business aware. Cost Model QUESTION 20 Items of information stored in the CMDB relating to a specific Cl are known as: A. tolerant. Logical. Only incidents not resolved at logging B. Financial Management for IT Services D. articulate.A. analytical D. Accommodation B. Components B. numerate. Transfer C. Resolving the root causes of incidents C. Attributes D. Software D. tenacious. forthright. good interpersonal skills C. tenacious. methodical. All incidents QUESTION 24 What information does Configuration Management provide to the IT management of an organisation? .

Urgent changes are always Delta releases C. 3-c. 1-b. A Full release releases the 'normal release unit' into the live environment QUESTION 26 Availability Management is responsible for: 1. Which of the items below would NOT normally be regarded as a Cl? A. Disaster B. Number of incidents and problems per category D. A procedure QUESTION 29 In relation to IT Service Continuity Planning. Configuration Management 3. 3-a. A Delta release is only ever part of a Package release D. A video monitor C. 1-b. Service Level Management A. 4-b QUESTION 28 A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Details and history of the IT infrastructure QUESTION 25 The words Delta. Only 2 & 3 B. Cl level A. 2-c.A. 1-d. A bought-in software package D. 3-c. Time spent on investigation and diagnosis by each support group C. 4-a B B. Full and Package describe different types of release. 2-c. 1. A Package release contains hardware and software B. The ease with which maintenance of service components can be carried out 3. 4-a C. Negotiating availability levels with customers Which of these is correct? A. Confidentiality D. Risk Analysis C. The time of day it occurs . 4-b D. IT Service Continuity Planning 4. 2 & 3 D. 3-a. Only 1 & 2 C. Understanding the reliability of components to carry out a required function under given conditions over a certain period of time 2. the severity of a disaster depends upon: A. 2-d. Which one of the following statements is true? A. A user name B. 2-d. Variations from the agreed service levels B. Only 1 & 3 QUESTION 27 Which is the correct combination of concepts and ITIL processes? 1. 1-d. Availability Management 2.

Why is Application Sizing Important? A. How many people are available to assist in recovery C. Change Management cannot be implemented without Configuration Management D. fire. The resources needed for an application and its performance can be predicted QUESTION 32 When can the building. If it is urgent. etc D. A CMDB is a database that shows the relationships between items QUESTION 31 Application Sizing is a technique used by Capacity Management. The use of an IT application can be controlled C. There is no difference C. Change Management and Configuration Management must be implemented simultaneously QUESTION 34 Without a good Accounting System you cannot: 1. If Change Management is implemented without Configuration Management. Only hardware and software is recorded in a CMDB D. As soon as the Request for Change has been formally authorized QUESTION 33 Which of the following statements best describes the relationship between Change Management and Configuration Management? A. as soon as the Request for Change has been classified B. Know the full cost of services provided 2. The availability of an IT service can be measured B. should you so wish Which of the above is true? A.2&3 B. 1 & 3 only . testing and implementation of a change begin? A. A CMDB is a computerized system . The maintenance of technical skills is important to application developers D. The impact upon customers' businesses QUESTION 30 What is the main difference between a CMDB {Configuration Management Database) and a typical asset register? A. As soon as there is a back-out plan for the change C.B. the result will be less effective C. 1. Recover costs related to usage. The type of disaster. whether flood.most asset registers are not B. As soon as the impact analysis has been discussed by the members of the Change Advisory Board D. Judge the efficiency of Problem Management 3. There are no dependencies between Configuration Management & Change Management B.

2 & 4 B. 3 & 4 D. Only Change & Release Management D. Problem & Release Management C. Change. (Downtime x 100) / Agreed Service Time B. Fewer incidents will occur 3. ((Agreed Service Time . Only Change. a Problem is not B. 1 & 2 only QUESTION 35 In which two Service Management processes would you be most likely to use a risk analysis and management method? A. (Agreed Service Time x 100) /Downtime C. Configuration. Release & Configuration Management E. 1 & 2 C. In the case of a Known Error there is a fault in the IT Infrastructure. Service Level Management & IT Service Continuity Management QUESTION 36 Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. Only Configuration. 1 & 3 . Unambiguous measurements of service provision will be provided 4. Only Problem & Release Management QUESTION 37 Percentage availability is calculated as: A. On several occasions they have found that when a certain modem had been installed. Incident & Change Management D.C. with a Problem there is not D.Downtime) x 100) / Agreed Service Time D. Agreed Service Time / ((Agreed Service Time .Downtime) x 100) QUESTION 38 What is the difference between a Problem and a Known Error? A. The number of changes that have to be backed out will decrease A. The expectations of both the IT customer and the provider should be aligned 2. Release & Problem Management B. Availability Management & IT Service Continuity Management C. Change & Cost Management B. In the case of a Known Error the underlying cause of the Problem is known QUESTION 39 Which of the following are direct advantages of entering into Service Level Agreements? 1. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution? A. There is no real difference between a Problem and a Known Error C. A Known Error is always the result of an Incident. communication was unsatisfactory.

Network Management .QUESTION 40 Students at a college can send in their course work from their home PC via the telephone Network. Release Management B. Change Management C. Configuration Management D. They 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 the student is following. Which process is responsible for the correct configuring and transmission of the programs? A.

SAMPLE PAPER 11 (ANSWERS) 1=B 5=A 9=B 13=C 17=B 21=B 25=D 29=D 33=B 37=C 2=A 6=A 10=A 14=A 18=B 22=A 26=B 30=D 34=A 38=D 3=B 7=B 11=C 15=A 19=D 23=D 27=A 31=D 35=B 39=D 4=C 8=D 12=C 16=D 20=C 24=D 28=A 32=D 36=A 40=A .

SAMPLE PAPER 12 .

Number of incidents correctly categorised at logging 3. Impact code D. Number of incidents closed on without onward referral 2. Cost of faulty item QUESTION 4 One of the objectives of Problem Management is to minimize the impact of problems on IT Services. All three B. Always taking charge of difficult incidents QUESTION 5 A trend analysis of incident data indicates that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents? . A characteristic of the ITIL approach is that a department is given responsibility for the Service Support and Service Delivery processes. ITIL processes should be implemented in such a way that the contribution to the organisation is not only clear but also actually achieved 2. Which one of the following activities is NOT a responsibility of Problem Management? A. Working with Availability Management to ensure agreed levels of service availability C. Known Error management D. 2 & 3 QUESTION 3 Which of the following data is least likely to be used in the incident control process? A.QUESTION 1 Consider the following statements: 1. Neither D. Incident category B. Working with third party suppliers B. 1 & 3 D. Only 1 QUESTION 2 Consider the following metrics: 1. so that the resources allocated can be used as efficiently as possible Are these statements correct? A. Only 2 C. Both B. Make/model of faulty item C. 1 & 2 C. Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk? A.

Only 1 C. Component Impact Analysis B. The introduction of a single Service Desk number so customers know who to contact QUESTION 6 Consider the following statements: 1.A. Weekly D. Neither C. Neither D. software. communications and environmental control equipment 2. Confidentiality. The intermediate recovery external option offers a remote installation. Both B. Both B. As required QUESTION 8 Consider the following statements about IT Service Continuity Planning: 1. Only 2 QUESTION 9 In Availability Management terms. Implementation of the Problem Management process C. The only reason services are charged for is to make customers aware of the costs involved in using those services Are these statements correct? A. Customers should always be invoiced for the IT services they use 2. The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to oversubscription Are these statements correct? A. Daily B. Monthly C. Configuration Item Availability D. The selection of an appropriate tool to log all incident data more accurately D. A presentation to the board of directors to explain the importance of Problem Management B. fully equipped with all the required hardware. Central Intelligence Agency QUESTION 10 Which of the following is NOT the concern of IT Financial Management? . what do the letters CIA stand for? A. Only 2 QUESTION 7 How frequently should CAB/EC meetings be held? A. Integrity and Availability C. Only 1 D.

The Capacity Manager C. IT Financial Management must agree charges with the customer before establishing a Cost Model QUESTION 13 Managing service availability is now more important than ever because. 2. 4 & 5 C. More service providers now have Service Level Agreements with their customers QUESTION 14 Which of the following can be regarded as CIs? 1. 1. 4 & 5 B. Invoicing C. 1. The Incident Manager B. The Problem Manager D. Software 5. who is responsible for ensuring the cause is investigated? A. Documentation 3. Hardware 2. All of them QUESTION 15 Your organisation has just entered into a Gradual Recovery IT Service Continuity agreement. The dependence of customers on their IT has grown B. Network components A. Within the ITIL definition.. In order to be able to set up Budgeting and Accounting. More IT systems are now outsourced D.. Telephone charges B. A. The IT Financial Manager identifies the costs incurred by IT and might propose prices for the services supplied B.. apparently due to a number of related hardware incidents. The Availability Manager QUESTION 12 Which of the following statements on IT Financial Management is correct? A.. Differential charging D. 1 & 4 D. Reviewing IT service quality QUESTION 11 If a customer complains that service levels are below those agreed in the SLA. It is only possible to be cost conscious if the customer is charged for services D. System Management tools can now provide much more real time performance management information C. which of the following lists is INCORRECT for what you could find at the contingency site? . Staff 4. SLAs and OLAs need to have been agreed C.A.

A building. 2 D. telecommunications equipment. The errors are reported as Incidents and a Problem is identified. .. The errors are reported as Problems at the Service Desk and. Stand-by generator. office space for technical staff B. a computer.. support staff. because the underlying cause is known. The situation needs to be corrected very quickly to avoid affecting manufacturing. A building. 1 B. Contact lists B. system manuals QUESTION 16 A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. it is labeled as a Known Error that can be corrected by raising a Request for Change QUESTION 17 Which if the following would you NOT expect to see in an IT Service Continuity Plan? A. water. After the cause of the error has been established and a temporary workaround found. which can then be changed D.. are directly introduced as Changes C. system manuals. support staff... The errors are reported and. documentation D.. electricity. A building. support staff...... Full Service Level Agreements QUESTION 18 Consider the following statements: 1. The errors are reported as incidents to the Service Desk and after some research they are identified as Known Errors. because manufacturing is involved. telecommunications equipment.. electricity.. Neither of them C. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2. handled by Change Management as a Request for Change with the status of 'urgent change' B.. Change Management controls all aspects of the change process Which of these statements is true? A. Reference to change control procedures D.. The version number C. This change was also introduced in a monthly program that has not yet been run.A. Both of them QUESTION 19 Differential charging is a technique used in. The change involved extending the "stock number" field by two positions. telecommunications equipment. water C. What is the best possible solution to be adopted by Problem Management when handling the error? A..

Status Accounting C. Updating the CMDB C. FTA B. 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 good telephone manner 2. Diagnose the underlying cause of incidents quickly C. Restore normal service operation as quickly as possible following an incident D. Incrementing the version number D. Some technical appreciation of the supported services 3.A. All of the other answers QUESTION 24 The primary responsibility of Incident Control is: A. 1 & 3 QUESTION 22 Which of the following can be OMITTED from an urgent software release in exceptional circumstances? A. Putting the amended version in the DSL QUESTION 23 A good Incident Management process will: A. 2 & 3 D. Raising multiple incidents to Problem Management . 1 & 2 B. 1. Ensure that error corrections are treated as urgent changes B. Undertaking full testing B. Awareness of the likely business impact of service incidents A. CRAMM QUESTION 20 One of Release Management's tasks is to set up a DHS. Keeping customers informed of future problems B. A DHS is a database in which all definitive hardware Configuration Items are recorded QUESTION 21 Service Desk staff need: 1. Restoring service following incidents D. Demand Management D. Matching incidents with known errors C. A DHS is an area set aside for the secure storage of definitive hardware spares D. 2 & 3 C. Which statement most closely describes the DHS? A.

Establish a contract with an intermediate recovery provider QUESTION 29 Status Accounting is an important part of which process? A. Auto error detection B. changed or replaced C. IT Financial Management B. Incident Management D. Include continuity measures in Change Management procedures B. Identify appropriate countermeasures C. The level at which they will be independently installed. Conduct a business impact analysis D.QUESTION 25 Which of the following statements best describes the level to which CIs would normally be broken down? A. Providing management information on incidents. Charging is required in order to cost IT services B. Determining the root cause of incidents C. The level at which it is possible to identify the suppliers of all subcomponents QUESTION 26 Which of the following activities is NOT the responsibility of Problem Management? A. Queuing theory . Duplexing C. Coordinating major problem reviews B. The lowest possible level B. Implementing error resolutions QUESTION 27 Which of the following statements is FALSE? A. It is better to budget and account for IT services before implementing charging D. Configuration Management QUESTION 30 Which of the following is NOT a technique usually associated with Availability Management? A. The level which best facilitates the identification of the root cause of all System incidents D. Charging may lead to the recovery of costs QUESTION 28 Which of the following is necessary in order to start IT Services Continuity Planning? A. Change Management C. Analyzing data D. Budgeting and accounting for IT services is essential for effective Service Management C. problems and known errors D.

control. error control. Which of these is it essential to include in the section of the plan that deals with the return to normal working? A. 2-A. Suggest the customer contacts a third party QUESTION 35 When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Capacity Management 3. investigation QUESTION 34 The Service Desk is unable to deal with a customer's enquiry. Identification. support allocation. 3-B. Operational Level Agreements are between internal service providers and may be written in technical language C. 3-A. Identification. Log the details and inform the customer of the incident number. Which one of the following most accurately summarizes these? A. Suggest they ring back if they have not heard within 48 hrs D. Vulnerability A. 3-B. Log the details and inform the customer of the incident number. 4-A D. What action should they take? A. 1-D. 1-C. IT Service Continuity Planning A. severity analysis.4-B QUESTION 33 Problem Management includes several core activities. Availability Management 2. management reporting B. Maintainability B. 2-D. Incident control.2-A. 1-D. Problem control. Operational Level Agreements are between Service Level Management and external providers and are written in business language D. Service Level Agreements are between user departments and technical support providers and are written in business language B. Impact D. reporting D.4-C B. status accounting.4-D C. 3-C. verification C. Removal of data from standby equipment . severity analysis.2-C. Problem Management 4. Resource C. Tell them to ring back if it happens again C. Monitor progress and keep customer informed B. support allocation. Service Level Agreements are between user departments and Service Level Management and are written in technical language QUESTION 32 Which is the correct combination of concepts and Service Management processes? 1. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group.QUESTION 31 Which of the following statements is true? A. 1-B.

To make sure that all clauses in the SLA make sense D.B. To ensure that both the customer and IT can unambiguously understand the terms in the SLA C. Service Level Management . Service performance trends C. Cold standby facility to be located in the car park B. Corrective actions to be taken D. Customer satisfaction with the service QUESTION 38 Which of the following will NOT be provided by a good Service Desk? A. Reciprocal arrangement with a local company C. Early warning of potential business IT operational failures D. Incident Management D. Authorization for changes to the service B. Hot standby at a site some distance away D. IT Service Continuity Planning C. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable B. Keeping customers informed QUESTION 39 Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical systems running on a mainframe? A. Effective correction of the root cause of incidents C. A list of contacts for the emergency suppliers C. To ensure that the customer's understanding of a particular term is the one meant in the SLA QUESTION 37 Which of the following would NOT normally be discussed in a typical service review with a customer? A. Creation of an updated version of the IT Service Continuity Plan QUESTION 36 Which of the following best describes why an SLA should contain definitions of terms? A. Reduced requirement for IT knowledge throughout the user community B. Dormant contract with a mainframe supplier QUESTION 40 Impact assessment is NOT normally part of which of the following processes? A. Bonus payments for staff involved in the disaster D. Problem Management B.

SAMPLE PAPER 12 (ANSWERS) 1=D 5=B 9=B 13=A 17=D 21=B 25=B 29=D 33=A 37=A 2=B 6=C 10=D 14=D 18=D 22=A 26=D 30=D 34=A 38=B 3=D 7=D 11=C 15=C 19=C 23=C 27=A 31=B 35=A 39=C 4=D 8=A 12=A 16=D 20=C 24=C 28=C 32=A 36=B 40=D .

This memory aid does not cover the entire ITIL foundation exam syllabus. Use of Recommended ITIL study text is always recommended. .MEMORY AID This memory aid is designed to act as a study supplement in order to remember certain key points.

impacts. priorities. Date and Time . priorities.SERVICE DESK FEATURES • • • • The Service Desk is a SINGLE CENTRAL POINT OF CONTACT It is an Invaluable source of MANAGEMENT INFORMATION BUSINESS OPERATIONS SUPPORT USER INTERFACE WITH IT SERVICE DESK OPTIONS Single User PC Multi-User System Virtual Desk Central Desk Local (Distributed desk) IMPORTANT DEFINITIONS INCIDENT – This is a Single occurrence of a difficulty affecting normal service to users when they contact the Service Desk PROBLEM – This is the UNKNOWN underlying cause of one or more Incidents or the major cause of an incident or multiple incidents KNOWN ERROR – This is a problem which has been diagnosed and for a which a resolution or circumvention exists EXAMPLES OF SERVICE DESK METRICS Incidents – totals. Telephone Number. totals. impacts etc Incidents open and closure categories Incidents against a particular CI Incidents linked to problems Incidents linked to RFCs SERVICE DESK INCIDENT (ATTRIBUTES) • Incident Number • Description • Logged By. etc Incidents Resolved by Service desk Incidents resolutions times. categories. categories. Location • CI’s affected • Impact • Categories (Open and Close) • Passed to • Incident Log • Status and History • Closed By. Date and Time • Initiator Name.

DHS and Actual) Regular Audits Adhoc Audits Status Code .CONFIGURATION MANAGEMENT The Basic Processes of Configuration Management can be remembered by the following acronym (Perhaps I Can See Vampires) Planning Identification Control Status Accounting Verification Logical Representation on how the processes relates to Change Management and the CMDB? Incident Problem Change Implement Configuration Management Database (CMDB) Hardware Software Staff Documentation CMDB Concepts Configuration Items (CIs) Attributes Relationships License Management Lifecycle Variant Baseline CMDB SET-UP ACTIVITIES Implementation Plan Design of the CMDB Determine the Level of CI Registration of CIs Design for Growth Pilot Study CMDB ON-GOING ACTIVITIES Make active Perform consistency check (DSL.

also Reviews Trend Analysis. preventative and Maintenance measures METRICS Incidents Problems MTBF (Mean Time Between failures) Number of breaks Incident Resolution Times Recovery Time .PROBLEM MANAGEMENT There are 4 Elements of Problem Management and they can be remembered by the Acronym (People Eat Mushrooms Properly) The Four Elements are: Problem Control Error Control Management Info Proactive Problem Management Root Cause of Incidents Matching Problems to Known Errors Incidents / Errors / Problems.

The DSL must have an off-line. distributed and implemented together Delta Release: Only the CIs that have changed since the last release are included Package Release: Individual releases (both full and delta) grouped together to form a package for release. authorized access only. off site. Urgent Release: These are releases that are urgent DISTRIBUTION: This include processing software from build test and build to the live environment IMPLEMENTATIION: Deploying software into live operation on live sites METRICS Software releases causing incidents and problems Backed out software releases Software Releases not in CMDB/DSL Software Releases to schedule Illegal/Unlicensed Software Software viruses RELEASE Full Release: .RELEASE MANAGEMENT Basic Elements of Release Management include: DSL (Definitive Software Library): Single physical/logical secure software library. tested. DHS (Definitive Hardware Store): Must be at “live” level for hot swaps and temporary spares All components of the release are built.

maintainers and developers • Customers and users • Office services and other non-IT supporting services • Experts/Technical consultants Change Manager duties are to • Chair the Change Advisory Board Meeting • Review all RFCs • Filter RFCs and categorise • Maintain forward schedule of change with CAB CAB duties include • Maintain forward schedule of change with the CAB • They Review all the RFCs submitted by the Change Manager • Determining the impact of the RFCs • Estimating the possible costs of RFCs • Service outage Analysis • Business Impact Analysis (BIA) • Analyse the Impact of not carrying out the Change CHANGE MANAGEMENT PROCESS RFC Initiate Filter Prioritise Assess and categorise into (minor/Significant/Major) Authorise/Reject Build Test Implement Review for success Close URGENCY OF CHANGE Testing (ITIL Framework advises it but it is omissible) Documentation (after the process is completed) Update the CMDB (after the process is completed) .CHANGE MANAGEMENT (CAB) CHANGE ADVISORY BOARD: Possible members include the following • Change Manager (chairing the process) • Relevant IT Service staff • Suppliers.

g.A. Charging policies include the following • • • • • • Cost: Cost Plus: Going Rate Market Rate Fixed Price Notional (shadow) i.E.S) People Accommodation Transfer Hardware External Software COST CATEGORIES • Capital/Purchase (Fixed assets e.FINANCIAL MANAGEMENT Key Concepts PRICING CHARGING Pricing us derived from the Charging policy adopted. Price=cost +/.(X %) i. CPU usage recovered from Output related e. COSTING BUDGETING - CHARGING The Charging policy must be fair and must be understood by both parties. Direct Recovery recovered from Dedicated services 2. Payslip. Software.H.g. This is to determine the TRUE cost of IT.e. computer equipment.e. Whether to charge or not is OPTIONAL. Price is comparable with other internal departments’ costs within the organization or with similar organizations. Salaries day to day expenditure) • Direct (Hardware. It must also be simple and realistic. Price=cost i. Rental/Lease. buildings.T.g. Invoice. etc recovered from Apportionment e.g. The Steering group is responsible for this This is the recovery of IT Costs in an equitable manner in order to balance costs.e. plants etc) • Operational (Running/Ongoing/Current) (Maintenance cost. A set price is agreed for a set period with the customer based on anticipated usage. Costing is MANDATORY The process of understanding and identifying the funding requirements of IT. Price matches that are charged by external suppliers i. Equal split/weighted ratio COST UNITS (P. Print Runs) These are costs that can be attributable to a particular service/customer .e. i. Indirect Recovery recovered from Resource Usage e. METHODS OF RECOVERY 1.e.

Wages for temp staff.g.• • • Indirect (Lighting.Unavoidable costs e. Utility bills attributed to a single service/Customer therefore the costs are apportioned by preset percentages) . Heating Insurance etc) These costs can not often be Fixed . Standing charges Variable – These often vary e.g.

4. also known as Normal recovery. 3. 2. rarely • • used) Reciprocal Fortress DISASTER RECOVERY TEAM MEMBERS • Coordinator • Implementation Team • Office Services • Audit • Office Services • Contract Support • Service Desk • Senior Management • Security Officer • Network Team IT SERVICE CONTINUITY PLAN • Project Initiation • Catalogue all services • Understanding contingency measures • Business impact analysis • Analysis of Risk • Produce a strategy • Size services • Contractual analysis • Produce the contingency plan • Test the contingency plan • Maintain the plan . IT SERVICE CONTINUITY MANAGEMENT are 4 Stages (I Remember Indian Oranges) Initiation Requirement and Strategy Implementation Operational Management IT CONTINGENCY MEASURES • Immediate Recovery (Hot Standby) – Instantaneous or within 24 hours • Internal (Development Machine) • External (usually a mirrored site) • Mobile (a mobile node) • Intermediate recovery(warm recovery) – This requires 24-72 hours preparation • Room with the Kit • Gradual Recovery (cold standby) • Empty Room with power and Network points – No kit!!! • Partial Measures • Manual back-up • Reciprocal arrangement (organizations agreeing to back each other up in an emergency) • Dormant Contracts • Insurance and Salvage • Do Nothing (This is a cheap method.There 1.

Integrity. Availability) AVAILABILITY MANAGEMENT METRICS MTBF – Mean Time Between failures MTTR – Mean Time to Repair/Recover MTBSI – Mean Time Between System Incidents MTBSF – Mean Time Between System Failures TECHNIQUES IN AVAILABILITY MANAGEMENT • Redundancy • Triangulated Network • Dual access • Duplex files and disks • Mirroring • Auto error detection INCIDENT LIFECYCLE (DDRRR) 1. 5. 4. Detect Diagnose Repair Recover Restore . 3. and the ability of components to perform a required function MAINTAINABILITY: The ability for these services to be restored to their normal operation SERVICEABILITY: These are contractual considerations pertaining to reliability and maintainability SECURITY: Ensuring services are available only to authorized personnel (also try to remember (CIA .AVAILABILITY MANAGEMENT AVAILABILITY: %age of agreed service hours for which the service is available RELIABILITY: This is the prevention of failure. 2.Confidentiality.

QUIZ .

True False QUESTION 6 Back-out plans should be provided for which of the following types of Releases? 1. Delta 2. is still under investigation but a is known but for which a work is known and for which a temporary is not yet known but for which a QUESTION 3 Which of the following are examples of Service Requests? (Select 3) Request to change a password Request to extend Service Hours Request to add more Memory to Desktop PC. An Incident or Problem for which the root cause around is still not known An Incident or Problem for which the root cause work around has been identified. Request to add more Memory to a Server Request to resolve MS Exchange connectivity issue. All Changes should be reviewed by Change Management following a predefined period after implementation. Full 1only 2 only 2&3 3 only 1. QUESTION 4 What does CAB/EC stand for? Change Advisory Board/Evaluation Committee Change Advisory Board/Emergency Committee Change Advisory Board/Emergency Control Change Advisory Board/Executive Committee QUESTION 5 True or False. 2 & 3 QUESTION 7 A Release is best described as: A collection of authorized Changes to an IT Service The portion of the IT infrastructure that is normally released together . True False QUESTION 2 A Known Error is best defined as? An Incident or Problem for which the root cause work around does exist. An Incident or Problem for which the root cause temporary work around has been identified.QUESTION 1 True or False: Activities within the Capacity Management process are all reactive. Package 3.

Implementation 1. What is the correct sequence of phases? 1. 3) Testing is a critical part of the overall ITSCM process. Implementation 2. QUESTION 12 Which of the following are responsibilities of the Service Desk? (Select 3) Incident Matching Incident cause analysis Provider Users with progress updates Updating the Known Error Database . Implementation 4. Initiation 3. Operational Management 4. Operational Management QUESTION 9 Consider the following statements: 1. Initiation 3. Initiation 3.The delivery. IT Service Continuity forms part of the overall Business Continuity Process 2) Business Continuity Management is concerned with ensuring the continuation of the Critical Business processes in the event of a disaster. Improved IT Service Design to meet SLR's Reduced business impact caused by Incidents through timely resolution. Only statement 1 is true Both 1 & 3 are true All statements are correct Only statement 2 is correct QUESTION 10 Which ITIL discipline aims to maintain & improve IT Service quality through a regular cycle of agreeing. Requirements & Strategy 2. Operational Management 2. QUESTION 8 At a job interview for an IT Service Continuity Manager position. Requirements & Strategy 3. Capacity Management Configuration Management Service Level Management Release Management Availability Management QUESTION 11 Which of the following is not a benefit of SLM? (Select 2) Accurate cost information to support IT Investment Improved Service quality through Remedial action identified through continued Service Monitoring. Operational Management 1. installation & commissioning of an integrated set of new or changed CI's across logical or physical parts of an organisation. Requirements & Strategy 4. Requirements & Strategy 1. monitoring & reporting. Initiation 2. Implementation 4. the CTO asks you to run through the 4 stages of the Business Continuity Lifecycle.

2 & 3 1. 4 & 5 All are benefits a Service Desk will provide None are benefits that a Service Desk will provide QUESTION 16 True or False: Infrastructure Monitoring will provide support teams with alerts directly allowing for faster resolution. Continuity Maintenance Database. used to records all information relating to Configuration Items and their relationships to other items. i) > 72 hours ii) 24 .Functional Escalation QUESTION 13 Match the following Recovery periods with the relevant Recovery Option. 4 & 5 1. True False QUESTION 17 Of the below statements which is the best definition of Service Management Managing service & support to ensure customer expectations are managed and met or exceeded. Improved Customer Satisfaction 2. used to record all information relating to IT Service Continuity QUESTION 15 Some of the key benefits of providing a well established Service Desk include: 1. Less likelihood of changes failing 3. The provision of more accurate information for Management 4. 3. A single point of contact for customers 5.72 hours iii) < 24 hours Immediate Recovery = i Intermediate Recovery = ii Gradual Recovery = iii Immediate Recovery = ii Intermediate Recovery = i Gradual Recovery = iii Immediate Recovery = iii Intermediate Recovery = ii Gradual Recovery = i Immediate Recovery = i Intermediate Recovery = iii Gradual Recovery = ii QUESTION 14 What does CMDB stand for & what is it used for? Configuration Maintenance Database. used to record all details pertaining to IT Service Continuity Management Configuration Management Database. Continuity Management Database. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this. More efficient usage of support resources 1. . used for recording all maintenance on Configuration Items and their relationships to other items. Typically the incident will be resolved automatically before the customer recognizes it.

Outsourced. The DSL will serve as the repository for all software details. QUESTION 18 In terms of Geography. validate the below statement. True False QUESTION 23 In general. Expert Localized. "A Problem can exist without a corresponding Incident" True False QUESTION 20 Error Control is a responsibility of what Service Management discipline? Incident Management Problem Management Configuration Management Release Management Change Management QUESTION 21 Security Management evolved from which of the following processes? IT Service Continuity Management Availability Management Capacity Management Configuration Management QUESTION 22 True or False: Information about Software in use at your organisation does not need to be stored in the CMDB if you have a DSL set-up. Process and Technology ensuring that IT Service Delivery fulfils business requirements in an efficient and effective manner.Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used. Process Steps (enabled by resources and controlled by some process controls) and Outputs. Centralized. a process consists of Inputs. what are the 3 classifications of Service Desk type? Localized. I agree with this statement I disagree with this statement QUESTION 24 An RFC is an output of which process? Incident Management Problem Management Change Management . Proper use of People. Centralized. Centralized. Outsourced Centralized. Virtual QUESTION 19 With regard to the relationship between the Incident Management process & the Problem Management process. Expert Localized.

While Customer Service skills (Soft Skills) are good they are not so important because these can be learned on the job.Configuration Management QUESTION 25 Financial Management for IT Services outlines which of the following major cost types? Hardware Software Accommodation People External Service QUESTION 26 You have just been employed as the Service Desk Manager within a medium sized organisation. I I I I agree with this statement if we are setting up a Expert Level Service Desk agree with this statement if we are setting up a Virtual Service Desk agree with this statement if we are setting up a Centralized Service Desk disagree with this statement QUESTION 27 An Operational Level Agreement is best defined as: An agreement between internal support groups that ensures the SLA targets between the Customer and the provider can be realized in practice. QUESTION 28 Known Error records are stored where: Problem Management System Incident Management System Configuration Management Database Change Management System QUESTION 29 If the objectives associated with an organizations _________________ are not achieved. Strategic vision Tactical mission Critical success factors Asset management . An agreement between the Customer & Provider outlining the Service Levels agreed upon for a particular Service. An agreement between the Customer & Operations department documenting the Service Levels requested An agreement held between an organisation and an external organisation facilitating the SLA held internally. One of your first tasks is to implement a formal Service Desk which will act as a single point of contact for the user community. the organisation will fail. When staffing the Service Desk you should employ only those individuals who demonstrate a very good level of technical expertise.

A Release Plan details the coordinated steps to be followed on the go-live day to implement the release into production. One of the first items to outline is the Goal of Change Management. . Full. Small Package. Complete Delta. Package QUESTION 32 What is the difference between a Release Plan & a Roll Out plan? Chose the best answer? A Release Plan details the physical distribution and deployment of the Release into the Live Environment where as the Roll Out plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release.QUESTION 30 Only the Configuration Manager should update the CMDB when any changes are made to CI's. QUESTION 34 You colleague is a Service Desk Manager in a fairly large organisation. Medium. The Goal of the Change Management process is to ensure that standardized methods & procedures are used for efficient and prompt handling of all Changes The Goal of Change Management is to provide a forum for people to discuss the requested RFC and then implement the Changes. These include: Complete. Package. Full Medium. Chose the best statement. where as the Roll Out Plan details the dates that all releases will be rolled out into production. He has asked you to assist him in documenting the goal of the Incident Management Process. Medium. What is the best statement concerning this? The Goal of Change Management is to reduce the cost of introducing new systems into the organization. True False QUESTION 31 ITIL define 3 different types of Release. QUESTION 33 As the new Change Manager you are creating a Campaign Awareness presentation for the Change Management process to increase the "buy-in" of the Support Staff. A Roll Out Plan details the physical distribution and deployment of the Release into the Live Environment where as the Release plan details the resources & responsibilities involved in a Release as well as the scheduling of that Release.

What is the name given to this form of IT Recovery Option? . you have recognized a need to improve your IT Recovery options. You approach another company you know to have the same technologies as you. Charging & IT Accounting are all processes associated with which IT Service Management discipline? IT Service Continuity Management Service Level Management Financial Management for IT Services Capacity Management QUESTION 37 Which IT Service Management function is responsible for generating and maintaining the organizations / departments charging Policies? IT Service Continuity Manager Change Manager Release Manager Service Level Manager Financial Manager for IT Services QUESTION 38 Which of the following IT Service disciplines does IT Service Continuity Management (ITSCM) interact with? (Chose the 3 most appropriate disciplines) Release Management Capacity Management Service Level Management Financial Management for IT Services Configuration Management QUESTION 39 Acting as the IT Manager within an SME. and agree on an agreement to host each others services in the event of a disaster.The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of service. The primary goal of the Incident Management process is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure The primary goal of the Incident Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Incidents QUESTION 35 Costs which are apportioned across all or a number of Customer groups are known as: Direct Costs Variable Costs Fixed Costs Indirect Costs QUESTION 36 Budget.

Are your IT Service Management processes now ITIL Compliant? . In which document would you most likely find this information ? Service Level Requirements Release Policy Service Level Agreement Weekly Incident Reports QUESTION 43 Service Desk staff should demonstrate which of the following characteristics: Good Telephone manner Complaint Management Active Listener & Quick Learner Good enquiry skills Good Communication skills QUESTION 44 True or False: Availability Management is responsible for the resumption of business processing after a major disaster.Gradual Recovery Manual Work-a-rounds Intermediate Recovery Reciprocal Arrangements QUESTION 40 The name given to the document which outlines the responsibilities between internal functional areas with respect to assisting in the provision of an IT Service to the Customer/s is? Service Level Agreement Operational Level Agreement Service Level Requirements Underpinning Contract QUESTION 41 Which of the following is not an activity of Capacity Management? Modeling Component Failure Impact Analysis Demand Management Application Sizing QUESTION 42 A colleague from the HR Department calls you to ask the Service Hours & Maintenance Slots for your ERP Solution. True False QUESTION 45 Your company has implemented IT Service Management exactly how ITIL best practice guidelines advise.

2b.5a 1c. A CI that specifically refers to a hardware specification.4d. MODULES: i) Service Delivery ii) Service Support iii) The Business Perspective iv) ICT Infrastructure Management v) Security Management DESCRIPTIONS: a) Covers all aspects of Infrastructure Management from identification of the business requirements through to ongoing operation of IT services b) Outlines the processes associated with the day to day support & maintenance activities for the provision of IT Services c) Outlines the processes required for the planning & delivery of quality IT Services d) Outlines the processes of planning & managing a defined level of security for IT Services e) Provides guidance to help IT personnel to understand how they can contribute to the business objectives 1a. A CI that has the same name as another CI but shares no technical relationship.5a 1c.5d QUESTION 47 Which of the following are Outputs of the Capacity Management processes? (Select 3) CDB Proactive Changes Capacity Plan Business Plans & strategy Operational Schedules QUESTION 48 With regard to Configuration Management. Additional CPU) A CI that specifically refers to a software version..2c.5c 1b. QUESTION 46 Match the following ITIL modules with the relevant description. what is a variant? A CI that has the same basic functionality as another CI but is slightly different in some small manner (e.2b.g.4a.4d.3e.4d. QUESTION 49 A Service Request is best defined as? .3e.Yes the IT Service Management Processes are now ITIL Compliant No the IT Service Management Processes are not ITIL Compliant We could assume that the Service Management Processes are ITIL Compliant provided they are adopted by all.2b.3e.3e.

Build Authorization Testing Review QUESTION 52 Service Support & Service Delivery are 2 of the 5 core books within ITIL.. Office move) Request for Information not pertaining to the IT Infrastructure. Incident that results in a failure in the IT Infrastructure. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. QUESTION 50 Error Control is carried out by which ITIL discipline? Incident Management Change Management Problem Management Configuration Management Capacity Management QUESTION 51 You are a Change Manager for a large company.Every Every Every Every Incident not being a failure in the IT Infrastructure. Request for Infrastructure moves (e. Which 3 of the following titles complete the core group? The Business Perspective Application Management Planning to Implement Security Management Service Management ICT Infrastructure Management QUESTION 53 True or False: All Changes should by entered into the CMDB ? True False QUESTION 54 Some well known methods of Service Desk charging include: (Select 3) Service Entitlement CPU Usage Cost per Call File store Usage Time & Materials QUESTION 55 True or False: EXIN & ISEB are the two organizations that provide exams in IT Service . As time is very limited which of the following Change activities might you for go.g.

Integrity. The _______ is a strategic concept that stipulates the future direction of the company. what are the 3 types of Technical models that should be considered when implementing a Service Desk? Expert Outsourced Competent Skilled Unskilled QUESTION 58 With regard to the relationship between the Incident Management process & the Problem Management process. validate the below statement. to a Known Error etc) as a ___________. Integrity. Intention. Analysis Confidentiality. Analysis Confidentiality. Availability Confidentiality. Intention. Availability QUESTION 60 Complete the Phrase.Management? True False QUESTION 56 Which of the following Incident Management responsibilities is the Service Desk responsible for? Incident Closure Tracking & Communication Incident Assignment Incident Recording QUESTION 57 Of the following classifications.e.A stand for? Confidentiality.I. Service Resolution Structural Resolution . "A single Incident can be tied to multiple Problems" True False QUESTION 59 Within the realm of Security what do the letters C. Goal Vision Objectives Mission QUESTION 61 ITIL refer to the implementation of a permanent fix (i.

In the case of a Data Centre Migration) The cost of goods or services sold from one Department to another. I agree with this statement..g.g. I disagree with this statement.Known Error Closure Work Around QUESTION 62 With respect to cost types outlined under Financial Management for IT. The costs associated with all facilities management functions (e. The cost incurred in the transfer of one employee from one Department to another. Transfer Costs refer to: The Costs of transferring one CI from one physical location to another (e. Office Moves etc) QUESTION 63 Which process is responsible for ensuring the CMDB is updated following a new Operating System Patch of some Unix Servers? Change Management ICT Management Incident Management Configuration Management Release Management QUESTION 64 The Service Management processes put forth by ITIL are suited to implementation in: Large Organizations (>1000 Employees) Mid sized organisation (200 > 1000 Employees) Small organisation (<200 Employees) Organizations of any size QUESTION 65 The Service Support Processes & the Service Delivery Processes have no overlap with each other. QUESTION 66 It is the Configuration Manager that grants permission for changes to be made to CI's True False QUESTION 67 Which of the following are not objectives of the Availability Management process ? (Select 2) Create & maintain a forward looking Availability Plan Ensure shortfalls in IT Capacity & recognized & appropriate corrective actions taken. Achieve over a period of time a reduction in the frequency & duration of Incidents that impact IT Availability .

. Availability Urgency. A standard way of dealing with Changes of a specific type or complexity. The priority of an Incident is primarily determined by the ________ on the business & the _______ with which the resolution or Work-around is needed? Impact. A standard way of dealing with Major Changes only. QUESTION 68 What does BS15000 refer to? This is the code given to a company when they are "ITIL Compliant" British Standard for Service Management A method of Quality Management used within the Availability Management processes.Develop & maintain meaningful records relating to Incidents Optimize the Availability of IT Infrastructure to deliver cost efficient improvements. Urgency QUESTION 82 A Change Model is best defined as: A standard way of dealing with all Changes irrespective of their type or complexity. An ISO standard for Service Management QUESTION 69 An AMDB is associated with what ITIL discipline? Capacity Management Availability Management Service Level Management Change Management Configuration Management QUESTION 70 True or False: Service Outage Analysis (SOA) is a technique used within Availability Management to help identify opportunities for Availability improvement True False QUESTION 80 Select the 3 sub-processes of Capacity Management? Service Capacity Management Application Capacity Management Technical Capacity Management Resource Capacity Management Business Capacity Management QUESTION 81 Complete the following statement. Availability Impact. Impact Urgency.

Averaged elapsed time from the occurrence of an incident to the repair of the failed component.A standard way of dealing with Minor Changes only. "Service Culture" refers to the internally held culture within an organisation to ensure that the Customer is fully satisfied. The elapsed time between the occurrence of an Incident to the restoration of a service.2B.4D 1D.4B 1D.4C 1A. D. The mean elapsed time from the time an IT Service or component is fully restored until the next occurrence of a failure in the same service. that should be sufficient. MTTR 2. What process will be used to better identify what the business requirements are for IT ? Availability Management . True False QUESTION 86 Your organization is currently undertaking a project to deliver a new CRM system. MTBF 3.2A. By following the processes. They are just different names referring to the single point of contact. QUESTION 85 True or False: Typically a Help Desk. as long as there is at least some recognition of the benefits Service Management would bring.3C. C. B. MTBSI 4. One of the benefits of implementing Service Management is that the processes are so well defined so there is no real need to train individuals.3B. QUESTION 83 Match the Availability Measurement with the correct definition: MEASUREMENTS: 1.3D.2A.3C.4C QUESTION 84 Which of the following statements are true ? (Select 2) Company culture plays an important role in the successful implementation & maintaining of Service Management Management commitment is not a key factor when it comes to successfully implementing Service Management.2B. MTTF DEFINITIONS: A. 1A. this will ensure that the customer is satisfied. Mean elapsed time between the occurrence of one system or service failure and the next. Service Desk & Call Centre all provide the same level of service.

Release Management Problem. Service Desk. Incident. . Unwillingness to adopt new procedures from support staff. Incident. Service Level Management Availability. DHS & CMDB? Select the most appropriate answer: The DSL & DHS store the information & license details about CI's where as the CMDB stores the physical products.IT Service Continuity Management Release Management Service Level Management Incident Management QUESTION 87 Which of the following are difficulties that may be faced when implementing a CMDB? Management Commitment & Funding. IT Service Continuity. IT Service Continuity. Processes & procedures are viewed as being to bureaucratic QUESTION 88 Which of the following is an Output of the Problem Management Process? Known Error Records Major Incident Reports RFC's Problems Records All of the above QUESTION 89 Complete the Phrase: The _________ is defined as the person using the service on a daily basis? Customer User Supplier Provider None of the above QUESTION 90 Identify the 5 Service Delivery processes outlined by ITIL? Availability. Release. The Service Level Manager contacting the Business Service Owner to ensure correct functionality of the service. Change. Change & Configuration Management QUESTION 91 Which of the following is an example of Functional Escalation? Service Desk reassigns an Incident to the 2nd level support team for further analysis. Financial Management for IT Services. The Service Desk Manager contacts the 2nd level support team's Manager to highlight the need for resource assignment. QUESTION 92 What is the difference between the DSL. Financial Management for IT Services. Relaxed Procurement policies leading to unrecorded Purchases. Change & Configuration Availability. Capacity.

I disagree with this statement. What are your thoughts on this: I agree with this statement. SLA's & OLA's will all be documented by what function? Service Desk Manager Problem Manager Service Level Manager Release Manager The Service Level QUESTION 95 True or False: It is the responsibility of the Service Desk Manager to maintain the Known Error records. There is no real difference between the 3 stores. True False QUESTION 96 Whilst attending the IT Service Management Forum's (ITSMF) latest conference a colleague working in the same industry as you advises that when setting up a CMDB it is absolutely essential for every company to start by recording every detail about every CI you have within your organisation "no matter how big or small". QUESTION 94 UPC's. The number of RFC rejected The number of Known Errors identified over a given period. The proportion of unsuccessful changes made over a certain period. QUESTION 97 What does the acronym KPI stand for? Key Performance Initiatives Key Profitability Indicators Key Performance Indicators Key Performance Identification QUESTION 98 Which sub-process of Capacity Management is concerned with the management of the individual components of the IT Infrastructure? . The more information you can record about the CI the better. Not every single detail about a CI needs to be recorded. The DSL & DHS are sub-directories of this DB.The CMDB is the centralized store for all the information about CI's. I would need to consult with my Manager as he has implemented a CMDB before. The total number of Incidents matched of a certain period. QUESTION 93 Some usual Metrics within the Change Management Process include: (Select 3) The total number of Changes implemented over a given period. The DSL & DHS are physical stores for an organisation relevant s/w & h/w where as the CMDB stores the information about these items.

External Service People. Service Improvement Program Availability Analysis Business Impact Analysis Critical Business Processes QUESTION 103 The Business has submitted requirements for a new ERP system. Software Transfer.Business Capacity Management Service Capacity Management Resource Capacity Management None of the above QUESTION 99 What is the name given to the type of charging where no money is exchanged interdepartmentally (particularly between the IT Department & the customer)? Market Rate Charging Charge Back Cost per Call Charging Notional Charging QUESTION 100 Which process is concerned with accurately identifying the cost of providing an IT service? Service Level Management Availability Management Financial Management for IT Services Capacity Management Release Management QUESTION 101 Payroll costs. databases & operating systems are all Cost Elements of the _____ cost type. relocation costs & overtime are all Cost Elements of the _____ cost type where as applications. External Service QUESTION 102 _____________ aims to identify the potential losses an organisation may incur in the event of a disaster or service disruption. Which discipline is responsible for documenting the Service Level Requirements (SLR's) with the Business Representative? Service Level Management Release Management Project Management . Software People. Transfer.

They ask you to define an Incident. users & SLA's for each Service are maintained within your organizations CMDB. What are your thoughts on this? The request is valid. it is necessary to change the organization’s structure I agree with this statement I disagree with this statement QUESTION 106 ITIL is owned by the IT Service Management Forum (itSMF) based in the United Kingdom True False QUESTION 107 You have been asked to ensure that all details concerning support groups. This implies that you use which type of Depreciation? Straight Line Method Reducing Balance By Usage Planned Percentile QUESTION 109 Which of the following is not an SLA structure as defined by ITIL? (Select 2) Customer Based Service Based Segment Based Component Based Multi-Level QUESTION 110 . it is best practice to store this information / documentation in the CMDB The request is not valid. Placing such documentation into the CMDB is not needed. QUESTION 108 Your company writes off a set percentage of an IT Asset each year.Capacity Management QUESTION 104 You are discussing Incident Management with some Business colleagues from Finance. What is the most appropriate definition? A Request for Change A fault which does not cause impact to a Service An event for which there is a known work around An event that causes a disruption to a Service QUESTION 105 When implementing ITIL Best Practice processes.

QUESTION 112 What does ITAMM stand for? IT Availability Metrics & Methodology IT Availability Metrics Model IT Availability Maintenance Model IT Availability Management Model QUESTION 113 While engaged in a conversation about ITIL. I agree with this comment I disagree with this comment QUESTION 114 Who is responsible for preparing Management Reports concerning Incident Management data? The Problem Manager The Service Desk manager The Service Level Manager The Availability Manager QUESTION 115 A Process can be measured in such a way so as to find its effectiveness & its efficiency. I agree with the statement I disagree with the statement There is no difference between the 2 words. QUESTION 116 . who works for a large organisation. services & supporting organization to deliver a cost effective & sustained level of availability that enables the business to satisfy its objectives. Continuous improvement in the delivery of quality IT Services. Fewer failed changes and able to absorb a higher rate of changes. Problem Management Capacity Management IT Service Continuity Management Availability Management None of the above QUESTION 111 Some of the benefits that may be enjoyed by an organisation that adopts the ITIL best practice framework include: (Select 3) Improved Communication between the Business & IT Increase in Sales of the organizations products or services. your friend. advises you that Change Management and Configuration Management are the most important processes and should be implemented first at every organisation.The goal of ____________ is to optimize the capability of the IT infrastructure.

The following are Goals that you have jotted down already. Your CRM system has 4 revisions each year. Select the best Goal in terms of Problem Management. Where would this be documented? Release Release Release Release Processes Procedures Schedule Policy QUESTION 121 Which of the following are examples of Capital Costs? (Select 2) . Such a document is referred to as an Service Level Agreement Operational Level Agreement Underpinning Contract Service Catalogue QUESTION 117 The IT Infrastructure encompasses everything that you require to deliver an IT Service.As the Service Level Manager for a medium sized company you are responsible for documenting the required level of service between your company and an external supplier from whom certain support services are required. To minimize the impact of incidents & problems on the business by ensuring the identification of a work around as quickly as possible and storing the information of this work around for future reference To facilitate proactive analysis of the IT Infrastructure and identify & correct potential faults before they impact the user community. To minimize the impact of incidents & problems on the business by implementing changes to correct IT Infrastructure problems QUESTION 120 You are the Application Support Manager at a large organisation. and included in these revisions are both technical & functional updates. I agree with this Statement I disagree with this statement QUESTION 118 Which of the following are examples of an IT Service (Select 2) Email Oracle Database Billing System Local Area Network QUESTION 119 You are putting together an Awareness Campaign for the new Problem Management process. To minimize the impact of incidents & problems on the business that stem from faults in the IT Infrastructure and to prevent the reoccurrence of incidents related to these faults.

True False QUESTION 124 You and you team members are discussing IT Service Continuity Management & Business Continuity Management at your monthly strategy meeting. FM for IT Services. Capacity Management. Problem Management . One of your colleagues suggests that the risks covered by ITSCM are not limited to those that could bring serious disruption to the business but include also those that bring minor disruptions. Reducing Balance & By Usage are all common methods of accessing Charging for IT Services. Availability Management. Service Level Management. Release Management Capacity Management. With what ITIL discipline would you normally associate Crisis Management with? Problem Management Availability Management Capacity Management IT Service Continuity Management Service Level Management QUESTION 126 Consider the following adhoc terms & evaluate the most appropriate ITIL discipline to match each. Underpinning Contract = _________ 2) CRAMM = __________ 3) Total Cost of Ownership = __________ 4) Application Sizing = ___________ Service Level Management.Annual maintenance cost for Middleware Software Training costs for Employees Purchase of a new Sun Server Time spent by employees on the maintaining the existing CRM system Service Provider cost for developing a new ERP System QUESTION 122 The aim of __________ is to match the actual costs with the predicted costs. Charging Costing Pricing Budgeting Accounting QUESTION 123 True or False: Straight Line. What are your feelings about this statement? I agree with this statement I disagree with this statement QUESTION 125 You have been requested to set-up a Crisis Management Team within your organisation.

Known Error. IT Service Continuity Management. FM for IT Service. RFC RFC. Problem. Problem. Capacity Management QUESTION 127 A Baseline is used in which ITIL discipline? Capacity Management Configuration Management Availability Management Change Management QUESTION 128 Which of the following in the most likely transition of events? Incident. RFC Known Error.Service Level Management. Release Management Service Level Management. Known Error Incident. Incident. Problem. Availability Management. Which of the following will you include? (Select 3) List of Services & Service Characteristics being provided The Financial Cost of each Service The Configuration Items involved in the Service Provision The Customers of the Service The Maintainers of the Service QUESTION 130 Match the appropriate owner (ITIL discipline) with the following acronyms I )CDB ii) DSL iii) SIP iv) FSC v) MTBF i) Capacity Management ii) Availability Management iii) Service Level Management iv) Configuration Management v) Incident Management i) Configuration Management ii) Capacity Management iii) Service Level Management iv) Change Management v) Availability Management i) Capacity Management ii) Configuration Management iii) Service Level Management iv) Configuration Management v) Incident Management i) Capacity Management ii) Configuration Management iii) Service Level Management iv) Change Management v) Availability Management QUESTION 131 Which of the following is not a responsibility of Change Management? (Select 2) Raising & Recording RFC's Assessing the impact of proposed Changes Implementation of Changes Reporting on Changes Implementation . Known Error. Availability Management. Problem. Incident. RFC QUESTION 129 You are putting together the Service Catalogue for your organisation.

QUESTION 134 True or False: The availability measurements provided to the IT Support organisation will be the same reports provided to the Users & Business. the satisfaction of Business requirements is not a core principal of ITIL. Individual Releases. Analysis. Tuning. Once an organisation starts to adapt the guidelines to fit their environment the benefits that the best practices can bring are lost. In what order should these activities be carried out? Monitoring. Monitoring & Tuning. Monitoring Monitoring.g. tested. Tuning. Tuning. distributed & implemented altogether. Implementation Analysis. Monitoring QUESTION 136 Package Release is best described as a Release where: All components of the Release are built. ITIL guidelines should be followed regimentally. Only those CI's that have actually changed since the last Release are included. True False QUESTION 135 Within Capacity Management 4 activities are carried out iteratively and form a natural cycle. Implementation. Analysis Implementation. Tuning. Analysis. ITIL is flexible enough to fit any organisation. True False QUESTION 133 Which of the following statements is incorrect? (Select 3) ITIL provides a standard to which organizations can assess their Service Management processes.Coordinating Change Implementation QUESTION 132 True or False: One of the objectives of Capacity Management is to ensure that IT Services are designed to deliver the levels of availability required by the business. Implementation. Although ITIL does consider the Business Perspective. ACD Advanced Call Distribution) True . These activities are Implementation. are grouped to form a single Release A Release which implies the installation of an "out of the box" solution QUESTION 137 True or False: A Virtual Service Desk is implemented at a central physical location but accessed by all sites through the utilization of advanced telephony technology (e. Analysis.

You are now ready to identify & populate the Desktop CI's.False QUESTION 138 Which of the following statements concerning Change Management are correct? (Select 2) Only the Change Manager is a permanent member of the CAB/EC. Which of the following is not a CI? Monitor Modem Serial Number Hard Drive QUESTION 141 What does the IT Infrastructure Library (ITIL) refer to ? A library in the United Kingdom where IT Books are found A series of books that document industry best practice for support & delivery of IT services A storage location for IT Software also know as the Definitive Software Library (DSL) A Library which houses detailed specifications on Industry standard Infrastructure QUESTION 142 The processes that fall under the umbrella of Service Support include: (Select 3) Service Desk Change Management Release Management IT Service Continuity Management Configuration Management QUESTION 143 A Service Desk manager should request all users to log incidents to the service desk by phone to ensure accurate details are recorded at the shortest delay. Members of the CAB are always members of the CAB/EC QUESTION 139 Which function carries out most of the Incident Management process? Problem Manager Problem Coordinator Service Desk Service Level Manager QUESTION 140 You have been engaged for the past months on the staged identification and population of the CMDB. True False QUESTION 144 In terms of Incident Management which of the following sequence of steps are correct? . All Changes must be reviewed by the CAB. A FSC is a schedule that contains all the details of Changes Approved and their proposed implementation date.

ICT Management Desktop Services Service Desk Availability Management activities QUESTION 147 Which of the following is an Input to the Problem Management process? Major Incidents Trend Analysis CMDB Known Errors All of the above QUESTION 148 Having implemented the ITIL Service Management Processes at your organisation.Problem .Problem QUESTION 145 True or False: It is important to implement Configuration Management with Change & Release Management.RFC Incident .RFC Known Error .Incident .RFC Incident . True False QUESTION 151 TCO is an acronym for Technical Change Ownership Total Cost of Ownership Total Cost of Operations Technical Cost of Operations . True False QUESTION 150 True or False: Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an incident to the restoration of the service.Known Error .Problem .Incident . CTI & IVR are all technologies that assist the ______ . True False QUESTION 146 ACD. I agree with this statement I disagree with this statement QUESTION 149 True or False: SIP stands for Service Improvement Program.Known Error . you do not need to concern yourself about any process related issues. The ITIL processes will ensure successful operations.Problem .Known Error .RFC .

OLA Business. SLA QUESTION 155 Planning. and serves as the basis for negotiations concerning the formulation of the ________. True False QUESTION 153 Which of the following is not likely to be an input for the Change Management process? RFC's CMDB Information Incident Information Forward Schedule of Changes (FSC) QUESTION 154 Service Level Requirements are drawn up by _____________. Business. Control. Status Accounting & Verification are all activities of which discipline: Financial Management for IT Services Capacity Management Configuration Management Change Management QUESTION 156 The Release Management process shares very close relations with which of the following processes? (Select 2) Change Management Configuration Management Capacity Management Problem Management Service Level Management QUESTION 157 What would not be a task for the Service Desk? Managing the Changes for a certain IT Service Providing Incident Management Reports Establishing User Accounts Granting low level access rights QUESTION 158 True or False: You subscribe to the latest ITSM Publication issued monthly at a cost of $50 p/a. This is an example of an Operational Cost? True False QUESTION 159 . OLA Service Level Manager. Implementation.QUESTION 152 Problem Management should be implemented with or after Change Management. SLA Service Level Manager.

Although Financial Management for IT Services interacts with most IT service processes it is most closely linked with which of the following (Select 3). Capacity Management Configuration Management IT Service Continuity Management Service Level Management Availability Management Change Management QUESTION 160 True or False: With Notional Charging an invoice is produced and payment is required where as with Real Charging an invoice is produced but no payment is required ? True False .

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