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ITIL v3 Foundation Certificate Q&A with explanations

Table of contents The Latest 50 ITIL v3 Foundation Certificate
questions and answers

A. telecommunications equipment. telecommunications equipment. which of the following lists is INCORRECT for what you could find at the contingency site? A. electricity. A building. system manuals. staff B. 4 & 5 1. B. Your organisation has just entered into a Gradual Recovery IT Service Continuity agreement.itil123. Within the ITIL definition. Which of the following can be regarded as CIs? 1. 2... telecommunications equipment. electricity. 4.cn 153. 1. D. documentation D. A building.. 5. ITIL now! http://www. system manuals . support staff. D. Hardware Documentation Staff Software Network components A. Managing service availability is now more important than ever because.Let ITIL bright your life. support staff. C. 2. B. office space for technical Stand-by generator. water C. a computer. 4 & 5 1&4 All of them Answer: D 155. The dependence of customers on their IT has grown System Management tools can now provide much more real time performance management information C. 3. water. A building. More IT systems are now outsourced More service providers now have Service Level Agreements with their customers Answer: A 154.. support staff.

handled by Change Management as a Request for Change with the status of 'urgent change' B.Let ITIL bright your life. The change involved extending the "stock number" field by two positions. The errors are reported as Problems at the Service Desk and. What is the best possible solution to be adopted by Problem Management when handling the error? A. because manufacturing is involved. ITIL now! http://www. The situation needs to be corrected very quickly to avoid affecting manufacturing. C. After the cause of the error has been established and a temporary workaround found. A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. it is labelled as a Known Error that can be corrected by raising a Request for Change ans: D 157. Which if the following would you NOT expect to see in an IT Service Continuity Plan? A. because the underlying cause is known. B. The errors are reported as incidents to the Service Desk and after some research they are identified as Known Errors. The errors are reported and.cn Answer: C 156. This is probably due to an incorrect change in the software. which can then be changed D. The errors are reported as Incidents and a Problem is identified. This change was also introduced in a monthly program that has not yet been run. are directly introduced as Changes C. D.itil123. Contact lists The version number Reference to change control procedures Full Service Level Agreements Answer: D .

. A DHS is a number of physical locations where baselines are stored Before setting up a DHS a tool should first be purchased for releasing the hardware into the live environment C.Let ITIL bright your life. B..itil123... B... Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2. Differential charging is a technique used in... B. Which statement most closely describes the DHS? A... D.. D... Change Management controls all aspects of the change process Which of these statements is true? A. ITIL now! http://www... One of Release Management's tasks is to set up a DHS. 1 Neither of them 2 Both of them Answer: D 159.cn 158. C.. A. Consider the following statements: 1. recorded A DHS is an area set aside for the secure storage of definitive hardware spares A DHS is a database in which all definitive hardware Configuration Items are . C. FTA Status Accounting Demand Management CRAMM Answer: C 160. D.

C. Some technical appreciation of the supported services 3. A good Incident Management process will: A. 2 & 3 2&3 1&3 Answer: B 162. Service Desk staff need: 1.Let ITIL bright your life.cn Answer: C 161. Ensure that error corrections are treated as urgent changes Diagnose the underlying cause of incidents quickly Restore normal service operation as quickly as possible following an incident All of the other answers . A good telephone manner 2.itil123. Which of the following can be OMITTED from an urgent software release in exceptional circumstances? A. C. Awareness of the likely business impact of service incidents A. D. B. D. D. C. B. B. 1&2 1. Undertaking full testing Updating the CMDB Incrementing the version number Putting the amended version in the DSL Answer: A 163. ITIL now! http://www.

ITIL now! http://www.itil123. Co-ordinating major problem reviews Determining the root cause of incidents Providing management information on incidents. D. incidents D. Which of the following statements best describes the level to which CIs would normally be broken down: A. Which of the following activities is NOT the responsibility of Problem Management? A. problems and known errors Implementing error resolutions Answer: D 167.Let ITIL bright your life. C. The lowest possible level The level at which they will be independently installed. changed or replaced The level which best facilitates the identification of the root cause of all System The level at which it is possible to identify the suppliers of all subcomponents Answer: B 166. C. B. Charging is required in order to cost IT services Budgeting and accounting for IT services is essential for effective Service Management . D. C. B. Which of the following statements is FALSE? A.cn Answer: C 164. The primary responsibility of Incident Control is: A. B. Keeping customers informed of future problems Matching incidents with known errors Restoring service following incidents Raising multiple incidents to Problem Management Answer: C 165. B.

D. D. It is better to budget and account for IT services before implementing charging Charging may lead to the recovery of costs Answer: A 168.itil123. Status Accounting is an important part of which process? A. Conduct a business impact analysis D.cn C. ITIL now! http://www. Include continuity measures in Change Management procedures B. B. D. Identify appropriate countermeasures C. Which of the following statements is true? . IT Financial Management Change Management Incident Management Configuration Management Answer: D 170. C. Auto error detection Duplexing Analysing data Queuing theory Answer: D 171. Which of the following is necessary in order to start IT Services Continuity Planning? A. B. Which of the following is NOT a technique usually associated with Availability Management? A. Establish a contract with an intermediate recovery provider Answer: C 169. C.Let ITIL bright your life.

3-B. 3-A. Problem control. ITIL now! http://www. error control.4-C 1-B. Operational Level Agreements are between Service Level Management and external providers and are written in business language D. B.Let ITIL bright your life. Operational Level Agreements are between internal service providers and may be written in technical language C. 2-D. 3-C.2-C.2-A.4-B Answer: A 173. Which one of the following most accurately summarises these? A. Which is the correct combination of concepts and Service Management processes? 1 2 3 4 Vulnerability Maintainability Resource Impact A B C D Availability Management Capacity Management Problem Management IT Service Continuity Planning A. 2-A.cn A. D. management reporting Identification. 3-B. 1-D.4-D 1-C. Service Level Agreements are between user departments and Service Level Management and are written in technical language Answer: B 172. verification .itil123. Service Level Agreements are between user departments and technical support providers and are written in business language B. control. C. 4-A 1-D. status accounting. B. Problem Management includes several core activities.

severity analysis. support allocation. support allocation. Log the details and inform the customer of the incident number. D. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable 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 Answer: A 176. C. investigation Answer: A 174. Monitor progress and keep customer informed B. Tell them someone will contact them within an agreed time with an update. Tell them to ring back if it happens again Log the details and inform the customer of the incident number.Let ITIL bright your life. B. Retain ownership of the incident but refer to appropriate second line support group. C. severity analysis. Incident control. Which of the following best describes why an SLA should contain definitions of terms? A. the SLA C. To make sure that all clauses in the SLA make sense To ensure that both the customer and IT can unambiguously understand the terms in . What action should they take? A. Suggest they ring back if they have not heard within 48 hrs D. D.itil123. When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which of these is it essential to include in the section of the plan that deals with the return to normal working? A. reporting Identification.cn C. ITIL now! http://www. The Service Desk is unable to deal with a customer's enquiry. Suggest the customer contacts a third party Answer: A 175.

D. Impact assessment is NOT normally part of which of the following processes? A. Authorisation for changes to the service Service performance trends Corrective actions to be taken Customer satisfaction with the service Answer: A 178. 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 customer's informed Answer: B 179. ITIL now! http://www.Let ITIL bright your life. D. Which of the following would NOT normally be discussed in a typical service review with a customer? A. C. D. the SLA To ensure that the customer's understanding of a particular term is the one meant in Answer: B 177. B. Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical system running on a mainframe? A. C. B.itil123. Which of the following will NOT be provided by a good Service Desk? A.cn D. C. Problem Management . Cold standby facility to be located in the car park Reciprocal arrangement with a local company Hot standby at a site some distance away Dormant contract with a mainframe supplier Answer: C 180. B.

Let ITIL bright your life. C. B. Undertaking Service Capacity Management is sufficient to ensure that the performance difficulties never arise Which of these statements is/are correct? A.itil123. Neither Both Only 2 Only 1 Answer: D 183. Service Capacity Management should ensure that the type. D. An indirect cost A discounted charge A direct cost The market price Answer: A 182.cn B. A properly implemented and tested IT Service Continuity Plan can help business continuity by: . C. C. ITIL now! http://www. pattern and typical resource requirements of all services is understood 2. D. D. B. Consider these statements: 1. An overhead would normally be regarded as which of the following? A. IT Service Continuity Planning Incident Management Service Level Management Answer: D 181.

C. C. B. Change Management. Problem Management. D. Incident Management. 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 Answer: D 186.itil123. Problem Management Incident Management. D. Release Management. Planning the implementation of new services at times that don't impact the business Enabling a speedy recovery of service after a disaster Reviewing trends in incidents and planning to avoid repetition Having planned maintenance tasks that reduce the likelihood of incidents Answer: B 184. From a well-informed User's perspective. D. C. which of the following is a likely sequence in the management of a service failure? A. The Change Management function is NOT responsible for: A. B. B. Change Management Incident Management. D. Problem Management. The scheduled implementation date Some details of the back-out plan Any CAB recommendations The names of the CAB members Answer: D . Change Management. Problem Management. C. Release Management Change Management. Incident Management. ITIL now! http://www.Let ITIL bright your life. Which of the following need NOT be recorded as part of a Change Record? A. Release Management.cn A. B. Release Management Answer: C 185.

Both 1 & 2 Neither Only 1 Only 2 Answer: B 188. ITIL now! http://www. Distributing software The physical aspects of software control Helping to determine the software release policy Ensuring that CMDB entries concerning software CIs are verified Answer: D 189. Recovery. C. C. Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred? A. Repair. B. Restoration. D. B. Restoration. Diagnosis Detection. Restoration Detection.Let ITIL bright your life.cn 187. Recovery.itil123. Diagnosis. Detection. Repair. Repair. Diagnosis. Diagnosis Detection. Which of the following is NOT the responsibility of the Release Management process? A. A Cl consists of a number of component CIs Which of the above statements is true in all cases? A. C. Recovery. D. Consider the following: 1. D. environment Details of a Cl must be entered into the CMDB after it is added to the live 2. Restoration Answer: D . Recovery. Repair. B.

which of the following will be a DIRECT benefit? A. D. B. C. A change may only be developed from non-definitive version of software in the case of an urgent release Answer: C 193.Let ITIL bright your life. By introducing budgeting and accounting for IT services. ITIL now! http://www. B. Only one small component requires changing and it is unlikely to affect any other The CAB meeting has been cancelled because most of the members are unavailable at . In which of the following circumstances is requesting an urgent change justified? A.cn 190. B. Better value for money Clearer charging policies Improved financial forecasting Higher quality support Answer: C 192.itil123. components 8. Which of the following statements is true? A. C. 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 Answer: D 191. D. C. Which of the following statements best describes a 'problem'? A. Physical copies of all CIs are stored in the DSL The DSL contains source code only Release Management is responsible for managing the organisation's rights and obligations regarding software D.

Cost recovery Activity base costing 'Cost plus' pricing Market rate Answer: B 196. objectives C. C. Problem Manager Change Manager All of them Customer representatives Answer: C 197. Which of the following is NOT a valid charging policy? A.Let ITIL bright your life. Which of the following are likely members of the Change Advisory Board? A. To understand the behaviour of CIs To deliver a level of availability that enables customers to satisfy their business To negotiate and manage support contracts for hardware and software To manage security and serviceability of all IT services Answer: B 195. D. B.cn the time previously agreed C. ITIL now! http://www. C. The change is needed to correct an error on a business critical system The supplier has advised that previous versions will not be supported very much Answer: D 194.itil123. D. The prime responsibility of Availability Management is: A. longer D. Which of these is NOT a purpose for which Service Capacity Management information can be used? . B. D. B.

C. B. B. Which of the following is NOT an attribute of a hardware Cl? A. C. DSL control Systems throughput calculation Network performance analysis Demand Management Answer: A 198. D.cn A. C. ITIL now! http://www. D.itil123.Known Error Change lifecycle? A. Service Support Service Management Service Delivery Customers Services Answer: A . D. D. B. Number of items What it costs A supplier's part number A manufacturer's serial number Answer: A 199. B.Problem . Which of the following list will NOT have a direct impact upon IT capacity? A.Let ITIL bright your life. Which of the following is most involved with the: Incident . 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 Answer: D 200.

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