Paper 1 Question 1 Which of the following is the correct definition of a customer-based SLA? A. B. C. D.

An SLA with a customer covering all of the services they use An SLA covering all customer groups and all the services they use SLAs for each service that are customer-focused and written in business language An SLA for each service, covering all those customer groups that use that service

Question 2 Which of the following data is LEAST likely to be used in the Incident process? A. B. C. D. Incident category Cost of faulty item Make/model of faulty item Impact code

Question 3 An IT department wants to set its prices to match those of external suppliers selling comparable services. This approach is known as: A. B. C. D. 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. B. C. D. Verification Security Reliability Maintainability

Question 5 The extent of CI information held in the CMDB should: A. B. C. D. Be as detailed as possible so that frequent reports can be produced to void spending a lot of money Be as high level as possible Match the organisations requirement for information to be held Vary according to cost

Question 6 To enable a new Service Desk management tool to be implemented, the capacity of the Service Desk servers has to be extended. Who is responsible for managing the request for additional capacity? A. B. C. D. Service Level Manager Change Manager Capacity Manager Financial Manager

Question 7 Configuration Management plans should be integrated with those of: A. B. C. D. Service Level Management IT Service Continuity Management and Financial Management for IT Services Change and Capacity Management Change and Release Management

Question 8 Which of the following is a potential problem when implementing Change Management? A. B. C. D. Lack of ownership of impacted services Increased visibility and communication of Changes Better alignment of IT services to business needs The ability to absorb a larger volume of change

Question 9 Which of the following would normally be included in a Capacity Plan? 1. 2. 3. 4. A. B. C. D. Recommendations Management summary Business workload forecasts Back-out plans

2, 3 and 4 All of them 2 and 3 only 1, 2 and 3

Question 10 Which of the following activities is NOT included in the Operational Management stage of the IT Service Continuity Management life-cycle? A. B. C. D. Develop procedures and initial testing Education and awareness Review, audit and assurance Ongoing training and testing

Question 11 Intermediate Recovery is concerned with which of the following time periods? A. B. C. D. 4 to 24 hours More than 72 hours 24 to 72 hours 4 to 8 hours

Question 12 Which of the following could be members of the Change Advisory Board? 1. 2. 3. 4. Problem Manager Customer representatives Change Manager IT technical managers

A. B. C. D.

All of them 2 and 3 only 1, 2 and 4 1, 3 and 4

Question 13 Which of the following should be easier after the implementation of a good IT Service Management software tool? 1. 2. 3. 4. A. B. C. D. The analysis of raw data The identification of trends The definition of Service Management processes Implementation of preventative measures

1, 2 and 4 2 and 3 All of them 1 and 4

Question 14 Identifying the potential damage or loss to an organisation resulting from disruption to critical business processes is: A. B. C. D. Root Cause Analysis CRAMM Business Impact Analysis Component Failure Impact Analysis

Question 15 In Availability Management, what is SOA? A. B. C. D. System Optimisation Approach Systematic Operational Adjustment Serviceability of Applications Service Outage Analysis

Question 16 Serviceability is an element of Availability Management. How is it best defined? A. B. C. D. The prevention of failure, and the ability to keep services and components operable The ability to restore services or components back to normal operation The percentage of the agreed service hours for which the service is available The support which external suppliers can be contracted to provide for parts of the IT infrastructure

Question 17 Which one of the following statements is true? A. B. C. D. Direct costs can be allocated to a single customer, service or activity 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 What is the difference between a Problem and a Known Error? A. B. C. D. A Known Error is always the result of an Incident, a Problem is not There is no real difference between a Problem and a Known Error In the case of a Known Error the underlying cause is known In the case of a Known Error there is a fault in the IT infrastructure, with a Problem there is not

Question 19 Where would the information relating to software release components be stored? A. B. C. D. DSL AMDB CMDB CDB

Question 20 A remote site has recently had its Local Area Network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the network capacity. Who should they contact for assistance? A. B. C. D. Network Management The Service Desk Capacity Management Problem Management

Question 21 What is the correct sequence of activities involved in implementing a Service Management tool: 1. 2. 3. 4. A. B. C. D. Tool selection Tool specification Process design Analysis of requirements

4213 4321 2143 2134

Question 22 The process to implement SLAs comprises the following activities in which sequence? A. B. C. D. Draft SLAs, catalogue services, review Underpinning Contracts and OLAs, draft SLRs, negotiate, agree SLAs Draft SLAs, review Underpinning Contracts and OLAs, negotiate, catalogue services, agree SLAs Review Underpinning Contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs Catalogue services, establish SLRs, review Underpinning Contracts and OLAs, negotiate service levels, agree SLAs

Question 23 Which of the following statements is true? A. B. C. D. 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 A Package Release may contain Full and Delta Releases

Question 24 Which of these best describes the purpose of Capacity Management? A. B. C. D. To reduce costs and performance levels to a minimum To ensure that there is always sufficient capacity available to meet all customer demands To ensure that business demands are affordable and achievable To provide cost-effective IT capacity to meet agreed service levels

Question 25 Which of the following should be available to the Service Desk? 1. 2. 3. 4. A. B. C. D. Incident diagnostic scripts A knowledge base of previously recorded incidents A Configuration Management Database covering the infrastructure supported A Forward Schedule of Change

1 and 2 All of them 3 and 4 1, 2 and 3

Question 26 The Service Desk can act as the focal point for: 1. 2. 3. Receiving Incidents & Service Requests from users Recording Change requests from users Handling complaints and queries

A. B. C. D.

1 Only 2 Only 1 and 3 All of them

Question 27 Which of these is NOT a recognised Service Desk? A. B. C. D. Remedial Service Desk Virtual Service Desk Local Service Desk Central Service Desk

Question 28 The wording of SLAs and OLAs should be: A. B. C. D. Technically focused, so that they may be understood by IT professionals A mixture of business, technical and legal language, so that they can be understood by everyone Clear and concise, leaving no room for ambiguity Legally worded as they must be contractually binding

Question 29 Which of the following are amongst the main responsibilities of Capacity Management? 1. 2. 3. 4. A. B. C. D. Modelling Risk Analysis Application Sizing DSL maintenance

1 and 2 3 and 4 2 and 4 1 and 3

Question 30 When does an Incident turn into a Problem? A. B. C. D. When it is urgent When it is a Major Incident If the person reporting the Incident is very senior Never

Question 31 Does Problem Management depend entirely on having a mature Incident Management process in place? A. B. C. D. Yes, because without a mature Incident Management process in place there is no reliable information available No, because the quality of Incident Management information is of little importance to proactive Problem Management No, because progress can still be made on solving long-standing Problems Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information

Question 32 For which of these activities is the Change Manager responsible? A. B. C. D. Establishing the root cause of a capacity Incident which has led to an RFC being raised Devising the back-out plan for a significant Change Chairing the CAB Ensuring a Release has reached the target CIs

Question 33 Problem Management includes several core activities. Which one of the following most accurately summarises them? A. B. C. D. Planning, Control, Identification, Status Accounting, Verification Problem Control, Error Control, Management reporting Incident Control, severity analysis, support allocation, reporting Identification, Problem Control, support allocation, investigation

Question 34 Which of the following will NOT have a direct impact on IT capacity? A. B. C. D. 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 35 Which relationships are most likely to exist between Incidents and Problems? 1. 2. 3. A. B. C. D. One Incident to one Problem One Incident to many Problems Many Incidents to one Problem

1 and 2 only 2 and 3 only 1 and 3 only All of them

Question 36 Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk? A. B. C. D. The number of Problems raised The number of Known Errors identified The number of Problems correctly categorised The number of RFCs raised

Question 37 Which of the following best describes the goal of Service Level Management? A. B. C. D. To maintain and improve IT service quality in line with business requirements To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability 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. B. C. D. Service Level Requirements are established Technical support staff are less likely to be interrupted by users telephone calls Changes taking place are properly coordinated All the information in the CMDB is kept up to date

Question 39 The scope of a Release can best be defined by: A. B. C. D. The RFCs that it includes The number of updates to the DHS Service Level metrics The DSL configuration

Question 40 An unabsorbed overhead would typically be: A. B. C. D. A capital cost A type of charging policy A cost which cannot be attributed to a specific customer A revenue stream

Paper 2 Question 1 Which of the following is NOT a key reason for investing in a Service Desk? A. B. C. D. To diagnose and remove the underlying cause of Problems To deliver high quality support To provide a single point of contact for users To aid user retention and satisfaction

Question 2 Which of the following is NOT a Problem Management activity? A. B. C. D. Analysing the IT infrastructure to identify weaknesses that could lead to Incidents Assigning Problems according to their priority Assessing the impact, risk and cost of the proposed solution in order to decide whether to implement it Considering the impact of Problems on the business

Question 3 Which of the following statements about the Change Advisory Board is correct? A. B. C. D. The CAB are mainly concerned with the higher impact, higher risk Changes The CAB is responsible for the production of the Forward Schedule of Change The CAB should discuss all Changes The CAB has an Emergency Committee who will meet if some of the normal CAB members cannot attend a scheduled meeting

Question 4 The Goal of Release Management is best described as: A. B. C. To ensure that all software and hardware Releases are released in a manner that is acceptable to users and customers To introduce electronic software distribution tools to reduce the time spent managing the Release of new products To reduce the number of malicious or unauthorised implementations of software through the strict application of Release procedures

D.

To take an holistic view of a Change to an IT service and ensure that all aspects of a Release, both technical and non-technical, are considered together

Question 5 Which of the following will help the Service Desk meet its objectives? 1. 2. 3. 4. A. B. C. D. Automatic Call Distribution system Configuration Management Database Known Error Database Integrated Service Management software tool

None 1, 2 and 3 1 and 4 All of them

Question 6 A customer has requested a review of charges for services provided under an SLA. Who will review this with the customer? A. B. C. D. The IT Finance Manager The Service Level Manager The Change Manager The Configuration Manager

Question 7 Of the following, which are the most important attributes needed by Service Desk staff? A. B. C. D. Good interpersonal skills, tenacious, technically astute, firm Customer-focused, business awareness, articulate, methodical, tolerant, good interpersonal skills Logical, methodical, tenacious, forthright, analytical Well presented, technical specialist, numerate, good interpersonal skills

Question 8

Which of the following best reflects ITIL guidance for how often an IT Service Continuity recovery plan should be tested? A. B. C. D. At least annually After initial development and at least annually After initial development Three months after the last test to ensure changes have been made

Question 9 Which of the following best describes a Change Model? A. B. C. D. A small, virtually risk-free, software change Moving desktop equipment after a relocation A standard way of dealing with changes of the same type A Capacity Management technique

Question 10 Cost-plus is a type of A. B. C. D. Costing model Budget Accounting policy Charging policy

Question 11 Which of the following is most involved with the operational maintenance of quality IT services? A. B. C. D. Applications Development Service Delivery Service Support Customer Services

Question 12

Which of the following tasks is NOT normally assigned to the Service Desk? A. B. C. D. Receipt and logging of user calls Root Cause Analysis Incident escalation First line Incident resolution

Question 13 Which of the following is NOT a Configuration Item? A. B. C. D. An organisations Capacity Plan A laser printer A Service Level Agreement The make, model and serial number of a PC

Question 14 Who will authorise a Request for Change before the Change is built and tested? A. B. C. D. The Change Initiator The Change Manager The Configuration Manager Release Management

Question 15 What is a Service Catalogue? A. B. C. D. An arrangement with an external supplier covering delivery of contracted services A description of the services provided to customers An agenda for the regular service review meetings with customers A set of actions to address Problems in CIs that have registered a high failure rate

Question 16 Status Accounting is an important part of which process? A. B. C. D. Financial Management for IT Services Change Management Incident Management Configuration Management

Question 17 When establishing a new SLA or amending an existing one, which of the following should the Service Level Manager consider? 1. 2. 3. A. B. C. D. That the new, or revised, SLA can meet the targets agreed with the customer That the conditions in other SLAs can continue to be met That the possible impact of changes to the SLA can be identified

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

Question 18 In ITIL, which of the following is NOT a recognised technique for modeling capacity requirements? A. B. C. D. Analytical Modelling Simulation Modelling Trend Analysis Reciprocal Modelling

Question 19

Should an SLA specify how changes to customer requirements can be implemented before the planned SLA review date? A. B. C. D. Yes, because the customer may ask for changes at any time Yes, but only if the customer pays for the change No, the SLA is reviewed periodically so that any changes can be introduced in a controlled manner No, IT have budgeted for the agreed level of service and it would be unreasonable to change that mid-term

Question 20 The main objective of Availability Management is to A. B. C. D. Maximise service times provided by the IT department Ensure services meet availability targets Identify unreliable components Measure the performance of suppliers

Question 21 Which Incidents need to be logged by the Service Desk? A. B. C. D. All Incidents All Incidents except simple enquiries Only Incidents not resolved at logging Only Incidents from genuine customers

Question 22 A programming mistake has just been detected in one of the operational IT systems. This will lead to all bills being multiplied by a factor of 100 in nine months time. The mistake can be corrected by one month of programming resource. Which of the following statements best summarises the situation? A. B. C. D. The impact is low but the urgency is high due to the large amounts of money involved The impact and urgency are low because there is plenty of time to solve the mistake The impact and urgency are both high because of the large amounts of money involved The impact is high but the urgency is low at the moment

Question 23 What percentage of calls should the Service Desk be able to resolve at first contact? A. B. C. D. 95% 100% Sufficient to meet the relevant service targets All top priority calls

Question 24 What is the ITIL definition of a Problem? A. B. C. D. A deviation from the standard operation of service A call logged at the Service Desk more than once An Incident for which the root cause is known and for which a workaround exists The unknown underlying cause of one or more existing or potential Incidents

Question 25 The production of an SLR is usually the starting point for whom in the SLM process? A. B. C. D. The Service Provider The IT services legal representative The Customer The Change Manager

Question 26 A new version of application software may need an upgrade to the operating system. Either or both of these changes may also need a hardware change e.g. faster processor or more memory. Which ITIL process is responsible for rolling out the Changes? A. B. C. D. Change Management Release Management The Service Desk Service Level Management

Question 27

Which of the following needs to be considered when implementing Configuration Management for the first time? A. B. C. D. Gathering and recording CI information Controlling RFCs Defining software release policies Auditing the DHS

Question 28 If a customer complains that service levels are below those agreed in the SLA, possibly due to a number of related hardware incidents. Who is responsible for ensuring the underlying cause of the incidents is investigated? A. B. C. D. The Service Level Manager The Availability Manager The Incident Manager The Problem Manager

Question 29 When should the Capacity Management process be reviewed for effectiveness and efficiency? A. B. C. D. Regularly When the process is being planned Not unless there is a negative issue arising Immediately after the process has been implemented

Question 30 Potential benefits from implementing IT Service Continuity Management are: 1. 2. 3. 4. Lower insurance premiums Fulfilment of mandatory or regulatory requirements Reduced business disruption Better management of risk and the consequent reduction of the impact failure

A. B. C. D.

2, 3 and 4 2 and 4 1, 2 and 4 All of them

Question 31 Which of these is NOT the responsibility of Availability Management? A. B. C. D. Monitoring a Service Quality Plan Producing the Availability Plan Contributing to a Service Improvement Programme Defining targets for reliability and maintainability

Question 32 Which of the following are variable costs? 1. 2. 3. 4. 5. A. B. C. D. Salaries Overtime Quarterly lease payments Usage charges Consumables

2, 3 and 5 2, 4 and 5 1, 3 and 5 1, 2 and 4

Question 33 Which of the following definitions best describes ITIL? A. B. C. D. A methodology for supporting and delivering IT services A quality standard in managing customer relationships A prescriptive process for managing Service Improvement Projects A documented framework of proven best practices in Service Management

Question 34

Performance issues have been highlighted on a particular service and corrective measures have been identified. Which ITIL process will approve the implementation of these corrective measures? A. B. C. D. Performance Management Capacity Management Change Management Problem Management

Question 35 Which of the following are possible problems associated with availability metrics? 1. 2. 3. 4. A. B. C. D. Not measuring availability at the point of service delivery Producing measures of availability that are meaningless to the business Dependence on suppliers for serviceability data Lack of suitable software

All of them 1 and 2 3 and 4 2 and 4

Question 36 Which of the following are Incident Management activities? 1. 2. 3. 4. A. B. C. D. Negotiating SLAs with the Customers Matching the Incident against Known Errors Categorising and assigning priorities Processing Requests for Change to improve service functionality

1 and 3 2 and 3 1 and 2 All of them

Question 37

The Requirements and Strategy phase of the IT Service Continuity life-cycle consists of: A. B. C. D. Organisation, implementation planning and risk reduction measures Education and awareness, review and audit Business Impact Analysis, risk assessment and business continuity strategy Initial testing, education and awareness, assurance

Question 38 Unabsorbed overheads are best described as: A. B. C. D. Costs that can be attributed to a specific customer or service Indirect costs that can not easily be apportioned on the basis of usage External Services costs Capital Costs

Question 39 ITIL Best Practice suggests that Release Management should be introduced as part of an integrated set of processes. Which other ITIL processes should also be introduced together with Release Management? A. B. C. D. Change Management and Configuration Management Configuration Management and Incident Management Change Management and Service Level Management Configuration Management and Problem Management

Question 40 Which of the following terms is associated with Demand Management? A. B. C. D. Underpinning discipline Identify the root cause Shaping user behaviour The customer is always right

Paper No. 3 Question 1 Which of the following would be valid reasons for a Service Desk to invoke escalation procedures? 1. 2. 3. 4. A. B. C. D. An Incident exceeds the downtime stipulated within an SLA The business impact of an Incident increases due to unforeseen circumstances The number of users impacted by an Incident is greater than first thought A senior manager engaged in a critical business activity complains about a lack of progress being made on a particular Incident

1, 2 and 3 2, 3 and 4 All four 1, 3 and 4

Question 2 Which of the following is NOT a Problem Management responsibility? A. B. C. D. Ownership of an Incident throughout its lifecycle Investigation of the cause of an Incident Initiating Requests for Change Maintenance of a Known Error database

Question 3 The writing off of part of an assets value each year, usually a fixed percentage of the original cost, is known as A. B. C. D. Transfer costing Discounted cash flow Net book value Depreciation

Question 4 Which of the following is NOT a concern of Resource Capacity Management? A. B. C. D. Establishing the future IT capacity requirements of the business Understanding the profile of use of CIs Understanding CI utilisation thresholds Having a knowledge of new and changing technologies

Question 5 Which is the correct combination of terms and Service Management processes? 1. 2. 3. 4. A. B. C. D. CMDB CFIA DHS OLA A B C D Availability Management Release Management Service Level Management Configuration Management

1-D, 2-C, 3-A, 4-B 1-D, 2-A, 3-B, 4-C 1-B, 2-A, 3-C, 4-D 1-C, 2-D, 3-B, 4-A

Question 6 Which of the following statements best describes resilience? A. B. C. D. The combination of confidentiality, integrity and maintainability The ability of a service to remain functional even though some components have failed The ability of a CI to remain functional under given conditions The ability of a CI to be retained in, or restored to, its normal operational state

Question 7 Which of the following is a responsibility of Change Management? A. B. C. D. Reviewing Changes to confirm they meet their objectives Initiating a Change to rectify a Known Error Testing the back out plan for a major Change Implementing a change to software at a remote site

Question 8 Which of the following activities is NOT part of the Release process? A. B. C. D. Moving software from the DSL to the development environment Moving software from the DSL to the live environment Moving software from the development to the test environment Moving software from the live environment to the DSL

Question 9 In ITSCM a reciprocal arrangement is where: A. B. C. D. There is an agreement with another similar organisation to provide support for each other in the event of a disaster Having a mirrored service in another location so that service interruption is minimised Taking the best of all other approaches Making the main data centre as disaster-proof as possible to avoid service interruptions

Question 10 Which of the following is NOT an aspect of IT Service Management? A. B. C. D. Running and maintaining existing services Developing new systems Keeping IT services in line with changing business needs Keeping the costs of delivering IT services within agreed budget limits

Question 11 In which two Service Management processes would you be most likely to use a risk analysis and management methodology? A. B. C. D. Change and Financial Management for IT Services Availability Management and IT Service Continuity Management Incident Management and Change Management Service Level Management and IT Service Continuity Management

Question 12 Salesmen are able to use their laptops from hotels to log in to their companys IT services. On several occasions they have found that when a certain modem is used, the connection was unsatisfactory. A temporary solution to this situation has been identified. Which processes, other than Incident Management, will be involved in achieving a permanent solution? A. B. C. D. Problem, Change, Release and Configuration Management Only Configuration, Problem and Release Management Only Change and Release Management Only Change, Release and Configuration Management

Question 13 Many performance related Incidents have arisen because a new batch of PCs do not have sufficient memory for the applications they are been used for. Which process should have prevented this from happening? A. B. C. D. Performance Management Capacity Management Configuration Management IT Service Continuity Management

Question 14 Which of the following would be appropriate Key Performance Indicators for a Service Desk? 1. 2. 3. A. B. C. D. Percentage of Incidents closed without escalation Percentage of Incidents correctly categorised at logging Percentage of Incidents related to hardware

All three 1 and 2 1 and 3 2 and 3

Question 15 Which of the following would NOT be undertaken by Problem Management? A. B. C. D. Liaison with third party suppliers Working with Availability Management to ensure agreed levels of service Availability Known Error management Taking charge of difficult Incidents

Question 16 A trend analysis of Incident data indicates that over 30% of Incidents regularly recur. Which of the following will contribute most to reducing regularly recurring Incidents? A. B. C. D. A review of recently implemented RFCs Implementation of the Problem Management process The selection of an appropriate tool to log all Incident data more accurately The introduction of a single Service Desk telephone number so users know whom to contact

Question 17 Which of the following statements about IT Service Continuity Management are correct? 1. 2. The intermediate recovery external option can offer a remote installation, fully quipped with the required hardware, software, communications and environmental control equipment The intermediate recovery external option can be shared between multiple customers and in the event of a disaster may not be available due to over- subscription

A. B. C. D.

Both Neither Only the first Only the second

Question 18 Which of the following statements is FALSE? A. B. C. D. It is better to budget and account for IT services before implementing charging Budgeting and Accounting for IT services is essential for effective Service Management Charging is required in order to cost IT services Charging may lead to the recovery of costs

Question 19 Which of the following is NOT a technique usually associated with Availability Management? A. B. C. D. Auto error detection Fault Tree Analysis Queuing theory Service Outage Analysis

Question 20 The Service Desk is unable to deal with a users Incident. What action should they take? A. B. C. D. Log the details and inform the customer of the Incident number. Monitor progress and keep customer informed As it is the first time it has happened to this user, tell them to ring back if it happens again. Inform them you will then pass the Incident to second line support for resolution Log the details and inform the customer of the Incident number. Suggest they ring back if they have not heard anything within 48 hrs From the information given it appears there could be a hardware fault. Suggest the customer contacts a third party to try to get the incident resolved quickly

Question 21 Which of the following would NOT normally be discussed in a typical service review with a customer? A. B. Requirements for an increase in capacity Service performance trends

C. D.

Authorisation for changes to a service Customer satisfaction with the service

Question 22 Which of the following best describes why an SLA should contain definitions of terms? A. B. C. D. To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable To make sure that all sections in the SLA make sense To ensure that both the customer and IT can clearly understand the terms in the SLA To ensure that the customers understanding of a particular term is the one meant in the SLA

Question 23 With which of the following processes do you associate this definition? Any event which is not part of the standard operation of the service and which causes or may cause an interruption to, or a reduction in, the quality of service A. B. C. D. Availability Management Service Level Management Problem Management Incident Management

Question 24 Incident Management activities include which of the following? 1. 2. 3. 4. A. B. C. D. Matching Incidents against Known Errors Analysing Incident data to identify root causes of Problems Determining the underlying cause of the Incident Assigning impact and urgency, thus defining priority

1 and 4 1 and 3 2 and 4 1 and 2

Question 25 Change Management is NOT responsible for: A. B. C. D. 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 is the correct sequence of events in the Incident Lifecycle after the Incident has actually occurred? A. B. C. D. Detection, Repair, Recovery, Restoration, Diagnosis Detection, Recovery, Repair, Restoration, Diagnosis Detection, Diagnosis, Recovery, Repair, Restoration Detection, Diagnosis, Repair, Recovery, Restoration

Question 27 In which of the following circumstances is requesting an Urgent Change justified? A. B. C. D. If only one small component requires changing and it is unlikely to affect any other components A CAB meeting has been cancelled because most of the members are unable to attend A supplier has advised that a previous version of a software package will not be supported very much longer A Change is needed to correct an error on a business critical system

Question 28 Which of the following is NOT a valid charging policy? A. B. C. D. Cost recovery Activity based costing Cost plus pricing Market rate

Question 29 A CI must have a unique reference so that A. B. C. D. Audits can be carried out remotely The same description can be used for several CIs Mistakes in identifying a particular CI are less likely New CIs can be quickly and accurately registered in the CMDB

Question 30 In ITSCM the severity of a disaster depends upon: A. B. C. D. The time of day it occurs How many people are available to assist in recovery The type of disaster, whether flood, fire, etc. The impact on the customers business

Question 31 Incident reports from the last month show that the average resolution time was 30 minutes. What does this mean? A. B. C. D. Incidents were open for an average of 30 minutes A random selection of Incidents were open less than 30 minutes Most Incidents were fixed within 30 minutes The average time taken for Incidents to be reported to the Service Desk by users was 30 minutes

Question 32 A supplier offers an IT provider a choice of three different maintenance options when purchasing a new Server. In which document will the customers choice be registered? A. B. C. D. Underpinning Contract Operational Level Agreement Service Level Agreement Service Catalogue

Question 33 Students can access course-work from their home PCs via the internet. A student requires an existing set of programs for the course they are following. Which process is responsible for ensuring the correct programs are sent to the students? A. B. C. D. Release Management Change Management Configuration Management Network Management

Question 34 Incidents have NOT been linked to the correct CI. Which activity is most likely to have failed to work properly? A. B. C. D. Service Desk Change Management Problem Management Configuration Management

Question 35 Capacity Management comprises three sub-processes. Which of the following is NOT one of the sub-processes? A. B. C. D. Business Capacity Management Service Capacity Management Financial Capacity Management Resource Capacity Management

Question 36 The status of a Configuration Item could NOT be: A. B. C. D. Faulty Obsolete Hardware On loan

Question 37 Downtime calculations must include planned outages for maintenance agreed with the customer. Is this statement true? A. B. C. D. Yes No No, unless the Service Level Manager and Customer agree this is appropriate Yes, but only in SLAs where there are hardware CIs

Question 38 Which of these should be included in a Release Policy? 1. 2. 3. A. B. C. D. Numbering conventions Definition of acceptance criteria for adding new software to the DSL Policy for issuing emergency releases

1 and 2 1 and 3 2 and 3 All three

Question 39 In ITIL, the term variant is used to describe: A. B. C. D. Unauthorised or illegal versions of software A CI based on another, but with minor differences An incident which has the same impact as an existing Known Error but a different root cause The difference between forecast and actual resource usage

Question 40 Which is the correct combination of terms and Service Management processes? 1. 2. 3. 4. DSL CRAMM FTA ROI A Financial Management for IT Services B Release Management C IT Service Continuity Management D Availability Management

A. B. C. D.

1-B, 2-D, 3-C, 4-A 1-D, 2-A, 3-B, 4-C 1-B, 2-C, 3-D, 4-A 1-A, 2-B, 3-C, 4-D