itil sample questions memory aid interview qs

8/22/2019 ITIL Sample Questions Memory Aid Interview Qs

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ITIL

SAMPLE PAST QUESTIONS AND ANSWERS

INCLUDING

MEMORY AID

ITIL is a registered trademark ofOGC - the Office of Government Commerce
http://www.ogc.gov.uk/index.asp?id=640http://www.ogc.gov.uk/index.asp?id=640


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ABOUT THE EXAMINATION

The ITIL Foundation Certificate is awarded for the satisfactory completion of amultiple choice test on topics covered in the ITIL Foundations course. The ITILFoundation Certificate course is the entry level course within the IT Service

Management certification scheme. Other examinations include the Practitioners andthe Managers certification.

This Certificate is designed as an IT Service Management foundation qualification. Itis aimed at all personnel who wish to become familiar with the best practices for ITService Management, as defined in the OGC IT Infrastructure Library guidelines.

The examination is a 40 question multiple-choice examination. A score of 26 pointsor 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 tofulfil the training necessary to be able to pass the exam.The candidate more importantly must have an understanding of the ITIL frameworkwith as much practical application as possible.

Objectives

This is an example list of what some of the objectives for the course should be tohelp 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 PointsEarned

Grade

0 -11 1

12-15 2

16-18 3

19-22 4

23-25 526-29 6


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30-32 7

33-36 8

37-39 9

40 10


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GOOD LUCK!!!!!!!!!!


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SAMPLE PAPER1


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QUWh o ORRECT?

A. Problem Management may be involved when a major incident occursrvice Desk monitors problems throughout their life cycles.

esponsible for managing the resolution ofproblems.

QUESTFor

A.B. Root Cause identification

QUWh s not part of Capacity Management?

B. Demand Managemention sizing

4ollowing the release of a software upgrade to a fix known error, which process is

resp s CMDB has been updated correctly?

C. Configuration ManagementManagement

UESTION 5Con e

2. ss impact of an incident increases due to unforeseen3. The number of users impacted by an incident is greater than first thought

manager in the customers organization complains about the lack of

hich of the following could be valid reasons for the Service Desk to invokeesc

C.D. 1,3 & 4

ESTION 1ich f the following statements is INC

B. The SeC. Problem Management is rD. Problem management is responsible for Error control

ION 2which of the following activities is the Service Desk NOT responsible?

Impact Analysis

C. Categorisation and PrioritisationD. EscalationESTION 3ich of these i

A. TuningC. ApplicatD. Maintainability

QUESTIONF

on ible for ensuring that the

A. Change ManagementB. Problem ManagementD. Release

Q

sid r the following situations:

1. An incident exceeds the downtime supplied within a SLAThe busine

circumstances

4. A seniorprogress being made on a particular incident.

Walation procedures?

A. All fourB. 2,3 & 4

1,2 & 3


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QUESTION 6A customer has requested a review of charges for services provided under an SLA.Wit w the charges with thecustom

B. The Configuration Managerce Level Manager

QUWhich of the following is the last activity in the Problem Management process?

ted RFCs to change ManagementB. Log the Problem

the Problem record, having completed all Problem Management

g a review of the problem and its impact.

UESTION 8hich of the following could be considered a valid reason for a business not having

ny continuity plans for a specific IT Service?

t has made a decision that the risk of disaster is smallC. The business does not have time to be involved in preparing continuity plans

t has been decision has been made following a business impact

QU

hich of the following is NOT a Problem Management responsibility?

osisC. Raising Requests For Change

QUhange Management ensures that scheduling decisions are based on:

2. Impactce

Wh e are correct?

A. 1 & 2

hin the SLA there is a provision for this. Who will revieer?

A. The IT Finance ManagerC. The ServiD. The Change ManagerESTION 7

A. The referral of any associaC. Closing

activities.D. InitiatinQWa

A. The IT Department does not have the skills for developing continuity plansB. The IT DepartmenD.A managemen

assessment.

ESTION 9

W

A. Ownership of an incident throughout its lifecycleB. Investigation & DiagnD. Maintenance of a Known Error Database.ESTION 10

C

1. Urgency3. Resourich of the abov

B. All ThreeC. 1 & 3D. 2 & 3


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QUWriting ual amount of an assets value each year, usually a fixed percentageof c ,

C.D. Depreciating

hen establishing a new SLA, which of the following should the Service LevelMa

meet the targets agreed with the customers can continue to be met

3. That the possible impact of changes to the SLA can be identified.

A. 1 & 2

UESTION 13rk Incident that affects 200 desktops. At the same time the

s printer has broken and he wants a report now. Which of thellowing statements can be deduced from this information?

ufficient information to determine which incident has the higher

ing Directors printer must be fixed because of the higher businessimpact

D. The Network incident has a higher priority than the Managing Directorsbecause it affects a lot more people.

QUESTION 14Wh ollowing is NOT a concern of Resource Capacity Management?

l charging for exceptional workloadsof use of CIs

C. Resilience if CIs

QUUnder a agement Process, once a change has been built, whosho

A. The Change builderge Manager

ESTION 11of an eq

ost is known as .

A. Transfer costB. Discounted cash flowNet Book Value

QUESTION 12W

nager take into account?

1. The new SLA can2. That the condition in other existing SLA

Of the above, which is true?

B. 2 & 3C. 1,2 & 3D. 1 & 3

QThere is a NetwoManaging Directorfo

A. There is inspriority

B. The ManagC. Both incidents have an equally high priority.

printer

ich of the f

A. DifferentiaB. Establishing the profileD. Knowledge of alternative technologiesESTION 15

n ITIL Change Manuld undertake testing?

B. The ChanC. The Change Advisory Board


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D.An Independent TesterQUESTCon

2.4. Resource

es of IT Modelling?

C.

UESTION 17curs when:

A. An error has occurred several times and has been passed to Problemat has not been diagnosed and for which a circumvention

been diagnosed and a resolution or circumvention existsD. The resolution of a problem has been implemented

UESTION 18Which of the following is NOT true?

the agreed level of Data Confidentiality is a concern of Availabilityment

B. Availability Management should contribute to the design and development ofare products

ensure that their requirements are metD.Availability management is concerned with the performance of Hardware CIs

QU

The

A. Unauthorized or Illegal versions of softwaret which has the same impact as an existing known error but a

C. A CI based on another, but with minor amendments appliederence between forecast and actual resource usage.

QUESTION 20Consider the following information:

tity

ION 16sider this list:

1. AnalyticalSimulation3. Demand

Which of those listed above are the techniqu

A. 3 & 4B. 1 & 2

2 & 3D. 1 & 4

QA Known error oc

ManagementB. An error occurs th

does not yet existC. A problem has

Q

A. MaintainingManage

new softwC. Availability Management negotiates availability levels with customers to

ESTION 19

term variant is best used to describe:

B. An incidendifferent root cause

D. The diff

1. Type iden2. Unique identifier


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3. Version Number

Wh e CMDB?

A. 1 & 2

IT Service Continuity planningam?

B. business criticality of an IT Service

es?

1. CMDB A. Availability ManagementB. Release Management

. Service Level ManagementD. Configuration Management

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

QUWh

maintainabilityB. The ability of a service to remain functional even though some components

dnditions

D. The ability of a VI to be retained in, or restored to an operational stateQUWh ent?

A. Reviewing changes to ensure they have worked

4. Copy Numberich of the above details must be recorded for every CI in th

B. 1, 3 & 4C. All of themD. 2 & 3.

QUESTION 21Which of the following is NOT a responsibility of thete

A. Outlining possible measures to protect an IT ServiceDeciding the

C.

Testing the plans for recovery of an IT ServiceD. Identifying the risks to an IT ServiceQUESTION 22Which of the following abbreviations most accurately represents downtime?

A) MTTRB) CFIAC) MTBFD) MTBSI

QUESTION 23Which of the correct combinations of terms and Service Management process

2. CFIA3. DHS C4. OLA

B. 1-D, 2-A, 3C. 1-B, 2-A, 3-C, 4-DESTION 24ich of the following best describes Reliability?

A. The Combination of confidentiality, integrity andhave faile

C. The ability of a CI to remain functional under giving co

ESTION 25ich of the following activities is the responsibility of Change Managem


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B. Creating a change to rectify a known errorImplementing a software change at a remote site

QU

Wit nge Management Process, who decides on thecate d change?

A. Change Managerdvisory Board

D. Change ImplementerQUESTAn

B. venient locationD. ill be available immediately

velopment Environmente Environment

the Test Environmento the DSL

UESTION 29

Cha premium rate for using resources at peak time is knownas?

rging. Differential charging

harging

QU

Wh finitive Software Library?

taining all versions of software CIs in theirdefinitive, quality controlled form

ibrary held securely on a computer, containing all versions of

C. A Secure physical library containing the latest version of every software CI inontaining the latest version of

UESTION 31ect combination of concepts and Service Management processes?

C. Determining the release strategy for a major changeD.

ESTION 26

hin an ITIL Compliant Chagorisation of a propose

B. Change AC. Change Requestor

ION 27advantage of a gradual recovery portable approach is that:

A.

Restoration of telecommunications will be simpleIt can be established in a conC. It is the cheapest option

Access to the site wQUESTION 28Which of the following is NOT a part of the Release Process?

A. Moving software from the DSL to the DeB. Moving software from the DSL to the LivC. Moving software from the development toD. Moving software from the live environment t

Q

rging business users a

A. Peak Resource ChaBC. Notional CD. DiscountingESTION 30

ich of the following statements best describes the De

A. A secure software library conB. A logical l

software CIs

a quality controlled mannerD.A Logical library, held securely on computer, c

every software CI

QWhich is the corr


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1. Risks A. Capacity Management2. R3. T4. Roll- . IT Service Continuity Plan

B. 1-C, 2-A, 3-D, 4-B3-A, 4-B

QU

One that?

he market will bear

B.

It can be related directly to its constituent unitsf IT can be aligned to business activities

UESTION 33A Service Continuity planning means:

ernative site to move tod service in another location

C. Taking the best of all other approachesreciprocal arrangement with another disaster-proof organization

ment Process?

are changesre releases, through Liaison with Change

cedures for the distribution of changesto software across the organization

t software viruses entering the organization

UESTION 35

Ris the following processes?

C. Change Managementy Management

hich of the following is most involved with day-to-day maintenance of qualityser

Servicesons Development

eliability B. Release Managementhresholds C. Availability Management

Outs D

A. 1-B, 2-A, 3-D, 4-CC. 1-D, 2-C,D. 1-C, 2-D, 3-B, 4-AESTION 32

reason for building a cost model is so

A. Charges will reflect what tC. The cost oD. It is easy for IT to calculate

QFortress approach to IT

A. Not having an altB. Having a mirroreD. Having a

QUESTION 34Which of the following is NOT an aim of the Release Manage

A. To assess the impact of softwB. To agree the content of softwa

ManagementC. To design and implement effective proD. To preven

Q

k assessment is NOT a major part of which of

A. Service Level ManagementB. IT Service Continuity ManagementD.Availabilit

QUESTION 36

Wvices?

A. CustomerB. Applicati


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C. Service Deliverypport

UESTION 37The ager requires confirmation that the Internal Service desk can

ans percentage of calls within 10 seconds. In what document would theSer eement to this requirement be recorded?

A. Internal Specification sheetB. Operational Level agreementC. Service Level AgreementD.An Underpinning third party contract

UESTION 38hich of the following is NOT part of the role of the Service Desk?

A.

Providing support to the user communityB. Resolving the root causes of incidentsC. Acting as day-to-day interface between IT Services and usersD. Monitoring the progress of incidents

QUESTION 39Which of the following wo ne of the major inputost elements of an IT Cost model?

Accommodatio TransferSoftwareService

ems of Information stored in the CMDB rel ting to a specific CI are known as?

A. ComponentsFeatures

C. AttributesCharacteristics

D. Service SuQ

Service Level Man

wer a certainvice Desks agr

QW

uld NOT normally be regarded as oc

A.B.

n

C.D.

QUESTION 40It a

B.D.


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SAMPLE PAPER 1 (ANSWERS)

=B 2=B 3=D 4=C1

5=A 6=C 7=C 8=D

9=A 10=B 11=D 12=C

13=A 14=A 15=D 16=B

17=C 18=C 19=C 20=A

21=B 22=A 23=B 24=C

25=A 26=A 27=B 28=D

29=B 30=A 31=C 32=C

33=A 34=A 35=A 36=D

37=B 38=B 39=D 40=C


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SAMPLE PAPER2


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QUESTION 1A customer-based SLA structure includes:

SLA with each individual Customer group, covering all the servicesy use

covering all Customer groups and all the services they useC. SLA for each service that are customer focused and written in

the customer groups thatuse that service

QUESTWh arily a direct benefit of implementing a formalInc

A. Improved User satisfactionvolume reduction

UESTION 3An et its prices to match those of external supplierssell following best describes this approach?

B. The going rate that is agreed with customerss

QU

Wh ITY management?

B. Securityy

QUThe

ts can be produced to avoid

spending a lot of moneygh level as possible

D.Vary according to costQU

To be implemented, the capacity of the Servicedes e extended. Who is responsible for managing the request fordditional capacity?

l Manager

A. Anthe

B. AN SLAbusiness language

D.An SLA for each service type, covering all

ION 2ich of the following is NOT necessident Management process?

B.

IncidentC. Elimination of loss incidentsD. Less disruption to both IT Support staff and users

QIT Department is seeking to sing comparable services. Which of the

A. Market RateC. Cost-PluD. ProfitableESTION 4

ich of the following is NOT an element of AVAILABIL

A. VerificationC. ReliabilitD. MaintainabilityESTION 5extent of CI Information held in the CMDB should:

A. Be as detailed as possible so that frequent reporB. Be as hiC. Match the organizations requirements for information to be held

ESTION 6

enable a new Service Desk tool tok servers has to b

a

A. Service Leve


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B. Change Manageranager

D. Financial Manager

ould be integrated with those of:

inuity Managemententnt

hip of impacted services

d communication of changest of IT Services to actual business needsabsorb a larger volume if change

forecasts

ly

uded in the Operational Management stage of theontinuity Management life-cycle?

d Initial Testing

D. Ongoing Training and Testing.

mediate recovery is initially concerned with which of the following time periods?

ours2 hours

D. 4 to 8 hours

Board?

C. Capacity MQUESTION 7

Configuration Management plans sh

A. Service Level ManagementB. IT Service Financial & ContC. Change and Capacity ManagemD. Change and Release Manageme

QUESTION 8

Possible problems with Change Management include:

A. Lack of ownersB.

Increased visibility anC. Better alignmen

D. The ability toQUESTION 9Which of the following will normally be included in a Capacity plan?

1. Options2. Management Summary3. Business workload4. Backout planA. 2,3 and 4B. All of themC. 2 and 3 onD. 1,2 and 3

QUESTION 10Which of the following is NOT inclC

A. Development Procedures anB. Education and AwarenessC. Review, Audit and Assurance

QUESTION 11Im

A. 4 to 24 hB. More than 7C. 24 to 72 hours

QUESTION 12Which of the following are likely members of the Change Advisory


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1. Problem Manager2. Customer Representatives

C. 1,2 and 4

QUCon

3.

The definition of Service Management processes

WhMan

B.C. All of them

hem

UESTION 14The ationres

B. Service Outage AnalysisImpact Analysis

QUIn Availability Management what is SOA

ion ApproachB. Systematic Operational Adjustment

ility Of Applications

QUESTION 16Serviceability is an element of Availability Management. How is it best defined?

revention of failure, and the ability to keep services and componentsoperable

to restore services or components back to normal operation

C. The percentage of the agreed service hours for which the service isunavailable

3. Change Manager4. Senior IT Technical ManagersA. All of themB. 2 and 3 onlyD. 1,3 and 4ESTION 13sider the following activities:

1. The Analysis of Raw data2. The identification of trends4. The implementation of preventive measuresich of the above should be easier after implementing a good IT Serviceagement software tool?

A. 1,2 and 42 and 3

D. None of tQ

activity that aims to identify the potential damage or loss to an organizulting from disruption to critical business processes is:

A. Root Cause AnalysisC. BusinessD. Component Failure Impact AnalysisESTION 15

A. System OptimisatC. ServiceabD. Service Outage Analysis

A. The pB. The ability


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D. The support which external suppliers can be contracted to provide for parts ofthe IT Infrastructure

UESTION 17Wh TRUE?

ned to a single customer, service or activitycalculate how maintenance can be offset against tax

C. Staff costs are capital costs because of their high valueres are used to measure ROCE (Return On Capital Employed)

N 18hich of the following is NOT a major CI type?

D.AccommodationUESTION 19

Wh ormation relating to software release components be stored?

QUA remo al Area Network upgraded. The users are nowcom hthe net ould they contact for assistance?

A.C.D. Problem Management

he following activities are involved with implementing a Service Management

fun n

3. Process Designl requirement analysis

what order should the above activities be taken?

B.

Qich of the following statements is

A. Direct costs can be aligB. Depreciation is used toD. Cost Cent

QUESTIOW

A. DocumentationB. SoftwareC.

Purchase Order

Qere would inf

A. DSLB. AMDBC. CMDBD. CDBESTION 20

te site has recently had its Locplaining of slow responses and have heard that this is due to the problems wit

work capacity. Who sh

Network ManagementB. The Service Desk

Capacity Management

QUESTION 21T

ctio :

1. Tool Selection2. Tool Specification4. Functiona

In

A. 4-2-1-34-3-2-1

C. 2-1-4-3D. 2-1-3-4


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QUESTION 22plement SLAs comprises of the following activities in sequence:

A. Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft.

, negotiate, catalogue

and OLAs, draft SLAs, catalogue services,negotiate, agree SLAs

ontracts and OLAs,negotiate Service Levels, agree SLAs

QUESTION 23

Which of the following statements is TRUE?

A. An urgent release is always a delta releasease may contain package and delta releasesleases.

D.A package release may contain full and delta releasesQUWh of Capacity Management?

ce costs and performance level to a minimumre that there is always sufficient capacity available to meet all

demandsthat business demands are affordable and achievable

D. To provide cost-effective IT Capacity to meet agreed service levels

onsider the following:

criptsf previously recorded incidents

ement database covering the infrastructure supported4. A forward schedule of change

ble to the Service Desk?

A. 1 aB. AllC. 3 and 4D. 1,2

UESTION 26

can act as the focal point for:

1. Receiving incidents and Service requests from userschange requests from users

laints and enquiries

The process to im

SLRs, negotiate, agree SLRs

B. Draft SLAs, review underpinning contracts and OLAsservices, agree SLAs.C. Review underpinning contractsD. Catalogue services, establish SLRs, review underpinning c

B.A full releC. A full release may contain several delta re

ESTION 24ich of these best describes the purpose

A. To reduB. To ensu

customerC. To ensure

QUESTION 25

C

1. Incident Diagnostic s2. A knowledge base o3. A Configuration Manag

Which of the following should be availa

nd 2four

and 3

QThe Service Desk

2. Recording3. Handling compA. 1 only


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B. 2 only3

QUESTION 27

Wh s not a recognised Service Desk structure?

l Service DeskB. Virtual Service Desk

ice Desk

QU

The e:

ocused, so they may be understood by IT Professionals

B.A mixture of business, technical and legal language so they can bederstood by everyone

s they must be contractually binding

QUConsid

1.

4.he above list are among the main responsibility of Capacity

B.

UESTION 30s an Incident turn into a Problem?

B. When it is a major incidentD. of the above

QUESTDoeManag

A. Yes, because without a mature Incident Management Process in place thereble information available

C. 1 and 3D. 1,2 and

ich of these i

A. RemediaC. Local ServD. Central Service DeskESTION 28

Words SLAs and OLAs should b

A. Technically fun

C. Clear and concise, leaving no room for ambiguityD. Legally worded a

ESTION 29

er the following list

Modelling2. Risk Analysis3. Application Sizing

DSL Maintenance

Which two from tManagement?

A. 1 and 23 and 4

C. 2 and 4D. 1 and 3

QAt what point doe

A. When it is urgentC. If the person reporting the incident is very senior

None

ION 31s Problem Management depend entirely on having a mature Incident

ement process in place?

is no relia


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B. No, because the quality of Incident Management information is of littleManagement

still be made on solving long-standing Problemscannot be undertaken without a lot of accurate

UESTION 32For ctivities is the Change Management responsible?

g the root cause of a Capacity Incident which has led to an RFC

B. Devising the backout plan for a significant changehe CAB

UESTION 33

Wh hen deciding on the initial scope and depth of the

A. You should try to capture as mush information as possible about all types ofect detailed information about CIs that are not under

lt worry too much about Change Control, the main objective is to

get the database loadedld try to satisfy all the wishes of the IT staff

here are strong links between Service Level Management and ..

4. IT Service Continuity Managementanagement

A. 1,3 and 5

D.QUWithin andProblem

1. One Incident to one Problement to Many problems

C. 3 only

importance to proactive ProblemC. No, because progress canD.Yes, because trend analysis

Incident Management information

Qwhich of these a

A. Establishinbeing raised

C. Chairing tD. Ensuring a Release has reached the target CIs

Q

ich of these statements is TRUE winformation to be held in CMDB?

CIsB. You shouldnt coll

Change controC. You shouldnD.You shou

QUESTION 34T

1. Incident Management2. Availability Management3. Configuration Management5. Change M

B. 2 and 4C. 2,3 and 5

All of them

ESTION 35a CMDB, which relationships are most likely to exist between Incidentss?

2. One incid3. Many Incidents to one Problem.A. 1 and 2 onlyB. 2 and 3 only

1 and


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D.All of themUESTION 36

wing metrics is most relevant in determining the value added by

aiseded

s correctly categorisedised

al of Service Level Management?

d improve IT Service quality in line with business requirementse lowest possible cost by agreeing with customers

for service availability and ensuring performanceese targetsC. To provide the highest possible level of service to Customers and

continuously improve on this through ensuring all services operate atmaximum availability

D. To ensure that IT delivers the same standard of service at the least costQUESTION 38

hich of these is a DIRECT benefit of having a Service Desk?

Customer Serv vel Requiremen blishedTechnical supp ff are less likely interrupted to deal with users callsChanges takin e properly co tedAll the information i date.

UESTION 39

pe of a Release can best be defined

A. The RFCs that it satisfiesThe number o s to the DHS

C. Service Level metricsThe DSL confi

ION 40bsorbed cost ed as:

A capital costA type of char icyAn uplift to allocated costsA revenue stre

QWhich of the follothe Problem Management to the Service Desk?

A. The number of problems rB. The number of known Errors identifiC. The number of problemD. The number of FRCSs ra

QUESTION 37Which of the following best describes the go

A. To maintain anB. To provide IT Service at th

their minimum requirementsdoes not exceed th

W

A.B. ice Leort sta ts are estato beC. g place ar ordinaD. n the CMDB is kept up to

Q

The sco by:

B. f updateD. guration

QUESTn unaA is best describ

A.B.C. ging polD. am


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=A 2=B 3=A 4=A1

5=C 6=B 7=D 8=A

9=D 10=A 11=C 12=A

13=A 14=C 15=D 16=D

17=A 18=C 19=C 20=B

21=B 22=D 23=D 24=D

25=B 26=D 27=A 28=C

29=D 30=D 31=C 32=C

33=B 34=D 35=C 36=B

37=A 38=B 39=A 40=C


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AMPLE PAPER3S


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QUESTION 1ff should have

1. A good telephone mannervices

t of service incidents

B. 1, 2 and 3

UESTION 2

Wh ITTED from an urgent software release inexc

B. BD. Putting the amended version in the DSL

good Incident Management process will:

as urgent changes

as quickly as possible following an IncidentD.All of the other answers

he primary responsibility of Incident control is:

B. ents with known errorsD. ultiple incidents to Problem Management

UESTION 5llowing statements best describes the level of detail to which the

A. The lowest possible leveld or

entification of the root cause of all

D. The level at which it is possible to identify the suppliers of all sub-components

hich of the following activities is NOT the responsibility of Problem Management?

blem reviews

Service desk sta

2. Some technical appreciation of the supported ser3. Awareness of the likely business impacA. 1 and 2C. 2 and 3D. 1 and 3

Q

ich of the following can be OMeptional circumstances?

A.

Undertaking full testingUpdating the CMDC. Incrementing the version number

QUESTION 3A

A. Ensure that error corrections are treatedB. Diagnose the underlying cause of IncidentsC. Restore normal service operation

QUESTION 4

T

A. Keeping customers informed of future problemsMatching incid

C. Restoring service following incidentsRaising m

QWhich of the fo

CMDB would normally be broken?

B. The level at which the CIs will be independently installed, changereplaced

C. The level which best facilitates the idsystem incidents

QUESTION 6W

A. Coordinating major pro


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B. Determining the root cause of incidentsmation on incidents, problems and known errors

D. Implementing error resolutions

llowing statements is FALSE?

n order to cost IT Servicesnd accounting for IT Services is essential for effective Service

et and account for IT Services before implementingcharging

ay lead to the recovery of costs

UESTION 8Wh

ContinuA. Management proceduresC.

UESTION 9is an important part of which process?

A. IT Financial Management

UESTION 10hich of the following is NOT a technique usually associated with Availability

Ma

C. Analysis dataheory

hich of the following statements is true?

ents and technical

ers andmay be written in technical language

al Level Agreements are between Service Level Management and

ice Level Agreements are between user departments and Service Level

Management and are written in technical language.

C. Providing management inforQUESTION 7

Which of the fo

A. Charging is required iB. Budgeting a

ManagementC. It is better to budgD. Charging m

Q

ich of the following is necessary in order to start planning for IT Service

ity Management?

Include continuity measures in ChangeB. Identify appropriate countermeasures

Conduct a business impact analysisD. Establish a contract with an intermediate recovery provider

QStatus accounting

B. Change ManagementC. Incident ManagementD. Configuration Management

QW

nagement?

A. Auto error detectionB. DuplexingD. Queuing t

QUESTION 11W

A. Service Level Agreements are between users departmsupport providers and are written in business language

B. Operational Level Agreements are between internal service providC. Operation

external providers and are written in business languageD. Serv


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QUWhich

1. Vuln ment2. M agement

3. R4. Impa Planning

-B, 4-C

QUPro Which one of the following

moA. Problem control, error control, management reporting

tion, control, status accounting, verification

tification, severity analysis, support allocation, investigation

QUThe Se customers enquiry. What action shouldthe

ent number. Tell them

cident but refer to appropriate second line support group.Monitor progress and keep customer informed.

to ring back if it happens again

not heard within 48 hours.. Suggest the customer contacts a third party.

QUWh ty Plan it is essential to prepare for a return tonor include in the section of the plan that

eals with the return to normal working?

B. A list of contacts for the emergency suppliersontinuity Plan.

QU

hich of the following best describes why an SLA should contain definitions of

the SLAthen it is realistically measurable.

ESTION 12is the correct combination of concepts and Service Management?

erability A. Availability Manageaintainability B. Capacity Man

esource C. Problem Managementct D. IT Service Continuity

A. 1-D, 2-A, 3B. 1-B, 2-A, 3-C, 4-DC. 1-C, 2-D, 3-B, 4-AD. 1-D, 2-C, 3-A, 4-BESTION 13blem Management includes several core activities.

st accurately summarises these?

B. IdentificaC. Incident control, severity analysis, support allocation, reportingD. Iden

ESTION 14

rvice Desk is unable to deal with ay take?

A. Log the details and inform the customer if the incidsomeone will contact them within an agreed time with an update. Retainownership of the in

B. Tell themC. Log the details inform the customer of the incident number. Suggest they

ring back if they haveD

ESTION 15en writing an IT Service Continuimal working. Which of these is essential to

d

A. Removal of data from standby equipmentC. Bonus payments for staff involved in the disasterD. Creation of an updated version of the IT Service CESTION 16

Wterms?

A. To ensure that anywhere there is a measurement required within


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B. To ensure that both the customer and IT can unambiguously understand thesense.

ticular term is the onemeant in the SLA.

Which of the following would NOT normally be discussed in a typical service

es to the service

C. Corrective actions be takensatisfaction with the service

UESTIONS 18

Wh ill NOT normally be provided by a good Service Desk?

irement for IT Knowledge throughout the user communityof the root cause of incidents

C. Early warning of potential business IT Operational failuressers informed

UESTIONS 19Whapprop me?

A. the car parkB. Reciprocal arrangement with a local company

awayD. Dormant contract with a mainframe supplier

QUESTIONS 20

Impact assessment is NOT normally a part of which of the following processes?

A. Problem ManagementContinuity Planning

Level Management

QUAn overhead would normally be regarded as which of the following?

C. A direct costet Price

onsider these statements:

terms in the SLA.C. To ensure that all clauses in the SLA makeD. To ensure that the customers understanding of a par

QUESTION 17

review with a customer?

A. Authorisation for changB. Service performance trendsD. Customer

Q

ich of the following w

A. Reduced requB. Effective correctionD. Keeping u

Q

ich of the following IT Service Continuity measures is likely to be the mostriate for 24x7 business critical systems running on a mainfra

Cold standby facility to be located in

C. Hot standby at some site a distance

B. IT ServiceC. Incident ManagementD. ServiceESTION 21

A. An Indirect costB. A discounted chargeD. The Mark

QUESTION 22C


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1.ty ents of all services is understood

2. ep er arise

Which of e correct?

C. Only 2

QU

A p n can help businessontinuity by:

act thebusinessa disaster

planning to avoid repetitiontasks that reduce the likelihood of incidents

UESTION 24rom a well-informed users perspective, which of the following is a likely sequence

nt of a service failure?

A. Incident Management, Change Management, Release Management,B. nagement, Problem Management, Release Management,

C. Incident Management, Problem Management, Change Management,D. Change Management, Incident Management, Problem Management,

agement

QUESTION 25The Ch nagement process is NOT responsible for:

g a change to the network

C. Ensuring that the impact of a change to hardware is fully assessedase of a software change

QU

Wh

uled implementation date

endationsD. The names of the CAB members

Service Capacity Management should ensure that the type, pattern, andpical resource requirem Undertaking Service Capacity Management is sufficient to ensure that therformance difficulties nev

these statements is/ar

A. NeitherB. BothD. Only 1ESTION 23

roperly implemented and tested IT Service Continuity Plac

A.

Planning the implementation of new services at times that dont imp

B. Enabling a speedy recovery of service afterC. Reviewing trends in Incidents andD. Having planned maintenance

QFin the Manageme

Problem ManagementIncident MaChange Management

Release Management

Release Man

ange Ma

A. SchedulinB. Ensuring that a change to an application is prioritisedD. Implementing the releESTION 26

ich of the following need NOT be recorded as part of a change record?

A. The schedB. Some details of the back-out planC. Any CAB Recomm


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QUCon

a CI must be entered into the CMDB after it is added to the live

2. A CI consists of a number of component CIsWh

B. Neither

UESTION 28Wh e responsibility of the Release Management Process?

software controlC. Helping to determine the software release policy

that CMDB entries concerning software CIs are verified.

UESTION 29Wh Incident lifecycle after theInc

A. tion, DiagnosisC. , Repair, RestorationD. Detection, Diagnosis, Repair, Recovery, Restoration

hich of the following statements best describes a Problem?

A. diagnosed and for which a resolution existsC. nce

QUy Introducing budgeting and accounting for IT Services, which of the following will

it?

A. Better value for money

D. rtQU

hich of the following statements is true?

ESTION 27sider the following:

1. Details ofenvironment

ich of the above statements is true in all cases?

A. Both 1 and 2C. Only 1D. Only 2

Qich of the following is NOT th

A. Distributing softwareB. The physical aspects ofD. Ensuring

Qich is the correct sequence of events for describing anident has occurred?

Detection, Repair, Recovery, RestoraB. Detection, Recovery, Repair, Restoration, Diagnosis

Detection, Diagnosis, Recovery

QUESTION 30W

An Incident which has beenB. An Incident that has passed its Service Level for fixing

An Incident that has occurred more than oD. The unknown underlying cause of one or more IncidentsESTION 31

Bbe a direct benef

B. Clearer Charging PoliciesC. Improved Financial forecasting

Higher quality suppo

ESTION 32W

A. Physical copies of all CIs are stored in the DSL


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B. The DSL contains source code onlyment is responsible for managing the organizations rights

g softwarebe developed from non-definitive versions of software in t

urgent release.

tified?

ponent requires changing and it is unlikely to affect any

has been cancelled because most of the members areiously agreed

C. The supplier has advised that previous versions will not be supported muchm

UESTION 34The ility of Availability Management is ..

CIsilability that enables customers to satisfy their

business objectivesC. To negotiate and manage support contracts for hardware and software

e security and serviceability of all IT Services

UESTION 35Wh T a valid charging policy?

C. Cost Plus Pricingte

UESTION 36Wh e Advisory Board?

C. All of themRepresentatives

hich of these is NOT a purpose for which Service Capacity Managementinformation can be used?

calculationC. Network Performance AnalysisD. Demand Management

C. Release Manageand obligations regardin

D.A Change may onlyhe case of an

QUESTION 33In which of the following circumstances is requesting an urgent change jus

A. Only one small comother components

B. The CAB meetingunavailable at the time prev

longerD. The change is needed to correct an error on a business critical syste

QPrime responsib

A. To understand the behaviour ofB. To deliver a level of ava

D. To managQ

ich of the following is NO

A. Cost RecoveryB. Activity Based CostingD. Market Ra

Q

ich of the following are likely members of the Chang

A. Problem ManagerB. Change ManagerD. Customer

QUESTION 37W

A. DSL controlB. Systems throughput


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QUESTION 38Which of the following is NOT an attribute of a hardware CI?

A. Number of itemsB. What is costsC. A suppliers part numberD.A manufacturers serial number

QUESTION 39Which of the following list will NOT have a direct impact upon IT Capacity?

A. An Increase in network bandwidth availableB. A reduction in transactions processedC. A reduction in the number of files to be storedD.An increase in the cost per transaction

QUESTION 40Which of the following is MOST involved w em Known Error Change lifecycle?

A. Service SupportB. Service ManagementC. Service DeliveryD. Customer Services

ith the Incident Probl


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=B 2=A 3=C 4=C1

5=B 6=D 7=A 8=C

9=D 10=D 11=B 12=A

13=A 14=A 15=A 16=B

17=A 18=B 19=C 20=D

21=A 22=D 23=B 24=C

25=D 26=D 27=B 28=D

29=D 30=D 31=C 32=C

33=D 34=B 35=B 36=C

37=A 38=A 39=D 40=A


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SAMPLE PAPER4


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QUkey attributes needed by Service

Desk Srsonal skills; tenacious; technically astute; firm

B. Business aware; articulate; methodical; tolerant; good interpersonal skillsethodical; tenacious; forthright; analytical

UESTION 2Wh suring the organization is aware of new

B. Change Managementl Management for IT Services

UESTION 3Wh

C. All incidents except simple enquiriesnts

UESTION 4Wha form nt of an organiza

A.Vari s from the agreed service levelsTim support group

C. Number of incidents and problems per categorythe IT infrastructure

QUThe ull and Package describe different types of release. Which one of the nts is true?

e release contains hardware and software

C.A Delta release is only ever part of a Package releaseenvironment

1. bility of components to carry out a requirednditions over a certain period of time

2. intenance of service components can be carried3. Negotiating availability levels with customers

ESTION 1Which of the following lists best describes the

taff?A. Good interpeC. Logical; mD. Well presented; technical specialist; numerate; good interpersonal skills

Qich of the ITIL processes is responsible for en

and changing technology?

A. Capacity ManagementC. FinanciaD. Configuration Management

Qich incidents should be logged by the Service Desk?

A. Only incidents not resolved at loggingB. Only incidents from bona fide customersD.All incide

Q

t in ation does Configuration Management provide to the IT managemetion?

ationB. e spent on investigation and diagnosis by eachD. Details and history ofESTION 5words Delta, Ffollowing stateme

A.A PackagB. Urgent changes are always Delta releasesD.A Full release releases the normal release unit into the live

QUESTION 6

Availability Management is responsible for:

Understanding the reliafunction under given cothe ease with which maout


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Which of these is correct?A. Only 2 and 3B. Only 1 and 2

hich is the correct combination of concepts and ITIL processes?

. Disaster B. Configuration ManagementC. IT Service Continuity Plan

anagement

B. 1-D, 2-C, 3-A, 4-A4-B

UESTION 8Configuration

tems below would NOT normally be regarded as a Cl?

. A video monitorage

UESTION 9rity of a disaster depends upon:

. The type of disaster, whether flood, fire, etcn customers businesses

UESTION 10Database)

A. puterised system - most asset registers are not

. Only hardware and software is recorded in a CMDBatabase that shows the relationships between items

pplication Sizing is a technique used by Capacity Management. Why is Application

B. T can be controlled

C. 1, 2 and 3D. Only 1 and 3

QUESTION 7W1. CI Level A. Availability Management23. Risk Analysis4. Confidentiality D. Service Level M

A. 1-B, 2-C, 3-C, 4-AC.

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

QA Configuration Management Database (CMDB) can contain differentItems (CIs). Which of the iA. A user nameBC. A bought-in software packD. A procedure

QIn relation to IT Service Continuity Planning, the seveA. The time of day it occursB. How many people are available to assist in recoveryCD. The impact upoQWhat is the main difference between a CMDB {Configuration Managementand a typical asset register?

A CMDB is a comB. There is no differenceCD. A CMDB is a dQUESTION 11ASizing Important?

A. The availability of an IT service can be measured

he use of an IT applicationC. The maintenance of technical skills is important to application developers


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D. The resources needed for an application and its performance can be predicted

QUESTION 12When can the building, testing and implementation of a change begin?

Change has been classifiedB. As soon as there is a back-out plan for the change

discussed by the members of the Change

ly authorized

QUWhich of the following statements best describes the relationship between ChangeManagement and Configuration Management?

A. There ar s between Configuration Management & Change

ManagementManagement is implemented without Configuration Management; the

plemented without Configuration Management. Change Management and Configuration Management must be implemented

QUEWithout a good Accounting System you cannot:

QUwhich two Service Management processes would you be most likely to use a risk

gement method?

. Change & Cost Managementinuity Management

QUESTION 16

to use their laptops from hotels to obtain information on traveld that when a

ertain modem had been installed, communication was unsatisfactory. A temporary

cident

A. If it is urgent, as soon as the Request for

C. As soon as the impact analysis has beenAdvisory Board

D. As soon as the Request for Change has been formalESTION 13

e no dependencie

B. If Changeresult will be less effective

C. Change Management cannot be imD

simultaneously

STION 14

1. Know the full cost of services provided2. Judge the efficiency of Problem Management3. Recover costs related to usage, should you so wish

Which of the above is true?

A. 1,2 and 3B. 1 and 3 onlyC. 1 and 2 only

ESTION 15In

analysis and manaAB. Availability Management & IT Service ContC. Incident & Change ManagementD. Service Level Management & IT Service Continuity Management

Salesmen are ableroutes and travelling times. On several occasions they have founc

solution to this fault has been identified. Which processes other than InManagement are involved in achieving a structural solution?


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hange, ConfigurationA. C , Release & Problem Management

. Only Change & Release Managementelease & Configuration Management

UESTION 17

. (Agreed Service Time - Downtime) x 100) / Agreed Service Timee / Agreed Service Time - Downtime) x 100)

18

difference between a Problem and a Known Error?

is always the result of an Incident, a Problem is not

re, with a

UESTION 19direct advantages of entering into Service Level

the IT customer and the provider should be aligned. Fewer incidents will occur

easurements of service provision will be providedto be backed out will decrease

A. 2

C. 3D.

tudents at a college can send in their course work from their home PC via thetelephone N hey can then check the results on their PCs.A student needs an existing set of programs that can be configured for the particularcourse that is following. Which process is responsible for the correctconfiguring ission of the programs?

ement

UESTION 21

B. Only Configuration, Problem & Release ManagementCD. Only Change, R

E. Only Problem & Release Management

QPercentage availability is calculated as:

A. (Downtime x 100) / Agreed Service TimeB. (Agreed Service Time x 100) /DowntimeCD. (Agreed Service TimQUESTION

What is the

A. A Known ErrorB. There is no real difference between a Problem and a Known ErrorC. In the case of a Known Error there is a fault in the IT Infrastructu

Problem there is notD. In the case of a Known Error the underlying cause of the Problem is known

QWhich of the following areAgreements?

1. The expectations of both23. Unambiguous m4. The number of changes that have

and 4B. 1 and 2

and 41 and 3

QUESTION 20

Setwork. T

the studentand transm

A. Release ManagB. Change ManagementC. Configuration ManagementD. Network Management

QConsider the following statements:


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1. ITIL processes should be implemented in such a way that the contribution to theorganiz ly clear but also actually achieved

2. A charac s ITIL approach is that a department is given responsibilityfor the v ort and Service Delivery processes, so that the resourcesallocated ca d as efficiently as possible

ents correct?

D. Both

nly 1

UESTION 22ing metrics:

idents correctly categorised at logging. Number of hardware faults reported

nce indicators for the Service Desk?

All three

K. 2 and 3

. Incident category

C. I

e objectives of Problem Management is to minimise the impact of problemsn IT Services.

is NOT a responsibility of Problem Management?

. Working with third party supplierservice

C. Know. Always taking charge of difficult incidents

UESTION 25nalysis of incident data indicates that over 30% of incidents regularly recur.

e following activities will contribute most to cutting down the percentagerecurring incidents?

. A presentation to the board of directors to explain the importance of Problem

ation is not onteri tic of theSer ice Supp

n be use

Are these statem

E. Only 2F. NeitherG. O

QConsider the follow1. Number of incidents closed on without onward referral

2. Number of inc3Which of the above are valid performa

H.I. 1 and 2J. 1 and 3

QUESTION 23Which of the following data is least likely to be used in the incident control process?

AB. Make/model of faulty item

mpact codeD. Cost of faulty item

QUESTION 24One of thoWhich one of the following activities

AB. Working with Availability Management to ensure agreed levels of s

availabilityn Error management

DQA trend aWhich of thof regularly

AManagement


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B. Implementation of the Problem Management process. The selection of an appropriate tool to log all incident data more accurately

troduction of a single Service Desk number so customers know who to

onsider the following statements:

. The only reason services are charged for is to make customers aware of the costs

. Only 2

UESTION 27How frequently should CAB/EC meetings be held?

A.B.. Weekly

UESTION 28Con out IT Service Continuity Planning:

1. T ption offers a remote installation, fullyequ are, software, communications andenvironmental control equipment

ltipleustomers and in the event of a disaster may not be available due to over-

subAre

A. Both

UESTION 29In a s, what do the letters CIA stand for?

lysisnd Availability

C. Configuration Item Availabilitytelligence Agency

CD. The incontact

QUESTION 26CI. Customers should always be invoiced for the IT services they use2

involved in using those services

Are these statements correct?

A. BothB. Only 1

C. NeitherDQ

DailyMonthly

CD. As required

Qsider the following statements ab

he intermediate recovery external oipped with all the required hardw

2. The intermediate recovery external option is often shared between muc

scription

the statements correct?

B. NeitherC. Only 1D. Only 2

Qvailability Management term

A. Component Impact AnaB. Confidentiality, Integrity aD. Central In


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UESTION 30

Wh

B.

UESTION 31plains that the Service Level are below those agreed in the SLA,

fornsuring the cause is investigated?

B.

UESTION 32wing statements on IT Financial Management is correct?

A. The IT Financial Manager identifies the costs incurred by IT and mightices for the services supplied

le to setup budget and accounting, SLAs and OLAs need toeen agreed

cost conscious if the customer is charged for servicesnt must agree charges with the customer before

establishing a Cost Model

QUManaging Service Availability is now more Important than ever because ..

A. The Dependence of customers on their IT has grownnagement tools can now provide much more real time

tems are now outsourced

QUWhich of the following can be regarded as CIs?

1.

3.

5. Network Components

Q

ich of the following is NOT the Concern of IT Financial Management?

A. Telephone ChargesInvoicing

C. Differential ChargingD. Reviewing IT Service Quality

QIf a customer comapparently due to a number of related hardware incidents, who is responsiblee

A. The Incident ManagerThe Capacity Manager

C.

The Problem ManagerD. The Availability ManagerQWhich of the follo

propose prB. In order to be ab

have bC. It is only possible to beD. IT Financial manageme

ESTION 33

B. System Maperformance management information

C. More IT SysD. More Service Providers now have Service Level Agreements with their

Customers

ESTION 34

Hardware2. Documentation

Staff4. Software

A. 1, 4 and 5B. 1,2,4 and 5C. 1 and 4


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D.All of themUESTION 35our organization has just entered into a Gradual Recovery IT Service Continuity

QY

agreement.

Wicould

echnical

pport

D.

UESTION 36 received messages concerning errors in the daily batch run which

probably due to an incorrect change in the software. The change involvede ck number field by two positions. This change was alsoin rogram that has not yet been run. The situation needs tob anufacturing. What is the bestp lem Management when handling the error?

and, because the underlying cause is known, handledequest for Change with the status of urgent

B. t the Service Desk and, becauseuring is involved, are directly introduced as Changes

r somechanged

D. and a Problem is identified. After thehed and a temporary workaround found, it

is labelled as a Known Error that can be corrected by raising a Request forChan

QUESTIOWhich if th you NOT expect to see in an IT Service Continuity Plan?

C. Reference to change control procedureservice Level Agreements

QUConsider the following statements:

1. Effective Change Management ensures that urgency and impact are keys tocheduling of

aspects of the change process

thin the ITIL definition, which of the following lists is INCORRECT for what youfind at the contingency site?

A. A building, electricity, telecommunications equipment, office space for tstaff

B. Stand-by generator, telecommunications equipment, system manuals, sustaff, water

C. A building, telecommunications equipment, a computer, support staff,documentationA building, electricity, water, support staff, system manuals

QA company hashandles the ordering of raw materials for the manufacturing process. This is

xtending the stotroduced in a monthly pe corrected very quickly to avoid affecting mossible solution to be adopted by Prob

A. The errors are reported

by Change Management as a RchangeThe errors are reported as Problems amanufact

C. The errors are reported as incidents to the Service Desk and afteresearch they are identified as Known Errors, which can then beThe errors are reported as Incidentscause of the error has been establis

ge

N 37e following would

A. Contact listsB. The version number

D. Full S

ESTION 38

decisions made on the schanges

2. Change Management controls all


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Which of these statements is true?

oth of them

UESTION 39ifferential charging is a technique used in.................

A. FTAB. Status AccountingC. Demand ManagementD. CRAMM

QUESTION 40

One of Release Managements tasks is to s t up a DHS. Which statement mostclosely describes the DHS?

A. A DHS is a number of physical locations where baselines are storedB. Before setting up a DHS a tool should first be purchased for releasing the

hardware into the live environmentC. A DHS is an area set aside for the se re storage of definitive hardware sparesD. A DHS is a database in which all definitive hardware Configuration Items are

recorded

A. 1B. Neither of themC. 2D. B

QD

e

cu


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SAMPLE PAPER WERS)

=B 2=A 3=D 4=D

4 (ANS

1

=D 6=B 7=A 8=A59=D 10=D 11=D 12=D

13=B 14=A 15=B 16=A

17=C 18=D 19=D 20=A

21=D 22=B 23=D 24=D

25=B 26=C 27=D 28=A

29=B 30=D 31=C 32=A

33=A 34=D 35=C 36=D

37=D 38=D 39=C 40=C


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SAMPLE PAPER5


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QUESTION 1Which of the following is a Service Desk activity?

A. To function as the first point of customer contactthe cause of disruptions for the customer

hat is the role of ITIL within IT Service Management?

. To provide an approach based on the best examples taken from practicetional standard for IT Service Management

el for IT service provisional framework for process design

UESTION 3

nagers have excessive workloads and have no time to proactivelyto these large workloads is theequency that users contact these managers directly.

?

. Configuration Managementagement

UESTION 4sponsibility?

ifications to the IT infrastructuretudy

tions made to the Known Error databaseodify the IT infrastructure based on such needs

base (CMDB) can only be modifiedfter permission is granted to modify the infrastructure.

ch permission?

ement. Configuration Management

agement

UESTION 6

. Post Implementation Review

B. To investigate

C. To trace the cause of incidents

QUESTION 2WAB. To serve as the internaC. To serve as the standard modD. To serve as a theoreticQ

The network mamanage the network. One of the contributing factorsfrWhich ITIL process would improve this situationA. Change ManagementBC. Incident ManD. Problem Management

QWhich task is a Problem Management reA. To co-ordinate all modB. To record incidents for later sC. To approve all modificaD. To identify user needs and mQUESTION 5The data in the Configuration Management Dataa

Which process grants suA. Change ManagBC. Incident ManD. Service Level Management

Q

Which concept is part of Change Management?

A

B. Emergency ReleaseC. Service Request


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D. Work-around

QUESTION 7d computer is installed to replace an existing PC. The old PC is

for registering this modification in the Configurationanagement Database (CMDB)?

. Change Managementt

UESTION 8creased dependency on information systems, a national realty firm

ce?

anagementContinuity Managementvel Management

ment

ized users. Security Management takes steps to ensure this.

red?

her/his disk will soon be

sed.

. Change Managementment

hich activity is a Release Management responsibility?

A new-networkeinstalled as a print server for the local area network.

Which process is responsibleMAB. Configuration ManagemenC. Problem ManagementD. Release Management

QBecause of its in

decides that there must be assurances for the provision of IT services following aninterruption to the service.

Which process should be implemented to provide this assuranA. Availability MB. IT ServiceC. Service LeD. Service ManageQUESTION 9Data provided for the financial administration of XYZ must only be accessible toauthorBy taking these steps, which aspect of data can be ensuA. AvailabilityB. IntegrityC. StabilityD. Confidentiality

QUESTION 10A computer operator notices the full storage capacity of

uTo which ITIL process must this situation be reported?

A. Availability ManagementB. Capacity ManagementCD. Incident ManageQUESTION 11W


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A. To check whether there is any illegal software on computers within theorganization

onter where each software version is available

or which purpose does Service Level Management use data from the Service Desksion?

. To draw up Service Level Agreements (SLAs)ature of incidents that occurred during a specific

eriodthe number of resolved

determine if the agreed servicevel is being provided

. Modifications to Service Level Agreements (SLAs)Configuration Items (CIs)

nization for user support

steel company is merging with a competitor. The IT departments, along with theof both companies will be combined.

hich process is responsible for determining the required disk and memory spaceplications running in the combined IT infrastructure?

ManagementManagement

. Computer Operations Managementement

UESTION 15

IT Services?

ts represent?

A. The customers expectations and needs regarding the service

B. To store the original versions of all authorized software within the organizatiC. To regis

QUESTION 12FIncident registratAB. To report on the number and npC. To determine the availability of an IT service usingincidentsD. To analyze, together with other data, in order tole

QUESTION 13The Service Desk has handled 2317 calls this month.

What would these calls include?

AB. Notices regarding modifiedC. Requests to the IT orgaQUESTION 14AIT infrastructures

Wrequired for apA. ApplicationB. CapacityCD. Release ManagQ

Which concept is not part of Financial Management for

A. BudgetingB. ChargingC. ProcuringD. Pricing

QUESTION 16Service Level Requirements are used in the Service Level Management process.

What do these Service Level Requiremen


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B. What the IT organization expects of the customerhe conditions required for the Service Level AgreeC. T ment (SLA)

execute the SLA

. To enter into contracts with suppliers

. To verify the reliability and the service level of the Configuration Items (CIs)y third parties

e reliability and availability of IT Service

user complains to the Service Desk that an error continually occurs when using an. This causes the connection with the network: to be broken.

. Incident Managementent

serious incident has occurred. The assigned solution team is unable to resolve thisagreed time. The Incident Manager is called in.

ence of events?

hich of the following best describes a Problem?

Known Errorsone or more disruptions

n cause of one or more incidents. A Known Error with one or more incidents

hich concept is part of IT Service Continuity Management?

A. A

D. A paragraph of the SLA with additional specifications required toQUESTION 17

Which of the following is one of the responsibilities of Availability Management?

AB. To monitor the availability of a charge through systemC

purchased from, and maintained bD. To plan and manage thQUESTION 18Aspecific applicatio

Which ITIL process is responsible for tracing the cause?

A. Availability ManagementBC. Problem ManagemD. Release Management

QUESTION 19Aincident within theWhich form of escalation describes the above sequA. Formal escalationB. Functional escalationC. Hierarchical escalationD. Operational escalation

QUESTION 20

W

A. One or moreB. Known cause ofC. The unknowDQUESTION 21W

pplication SizingB. VulnerabilityC. Maintainability

D. Resilience


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QUESTION 22ice Management contribute to the quality of IT service provision?

. By recording agreements between internal and external customers and suppliers

cepted norms for service levelsng all the employees of the IT organization

anaging a coherent set of processes forproviding IT Services

process?

tagement

. Service Level Management

n organization has set up an Incident Management Process. In doing so, severalcific incidents. These groups include:

Service Deskher teams

generally categorized by levels. Selectes the support groups mentioned above.

Service Desk

Fourth-Line Specialists

. First-Line Service Desks

Solutions teamspecialists

he management of ABC Inc. has insisted that each request for a new workstationdled with optimum efficiency and effectiveness.

hich IT process is designed to achieve this desired outcome?

entison

nagement. Service Level Management

How does IT ServA

in formal documents.

B. By defining generally acC. By promoting a customer focus amoD. By planning, implementing and m

QUESTION 23Performance Management and Resource Management are parts of which

A. Availability ManagemenB. Capacity ManC. IT Service Continuity Management

DQUESTION 24Agroups were created to resolve spe- PC Solution Team- Network Solution Team-- Specialists Group to support the otWithin an IT organization, support groups arethe answer that correctly categorizA. 0-Line Service Desk

First-Line Both Solutions teamSecond-Line Specialists

B. First-LineSecond-Line PC Solutions teamThird-Line Network Solutions team

C

Second-Line BothThird-Line S

QUESTION 25TInstallation be hanWA. Change ManagemB. Customer Lia

C. Problem MaD


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QUESTION 26

Which of the following is a Configuration Item (CI)?

. A process

ow does Problem Management support the Service Desk activities?

he Service Desk.

n on a Known Error available to the Service Desk.

. The standard configuration for the Configuration Management Database (CMDB)

ice, to provide a basis for a configuration

re in use. A reference manual that includes all software documentation

sment Database (CMDB) for software

our Network Department has made an agreement with an external organization inrder to fulfil an agreement with its internal customer.

d?

. By making agreements on the availability of the Security Databasef the Availability Database

A. A call

B. DocumentationC. An incidentDQUESTION 27HA. It resolves serious incidents for the Service Desk.B. It studies all incidents resolved by tC. It relieves the Service Desk by communicating the resolution directly to the user.D. It makes informatio

QUESTION 28Which of the following is a Configuration Baseline?

AB. A description of a standardized Configuration Item (Cl)C. A set of CIs that is delivered onceD. A recorded snapshot of a product or servaudit and regression

QUESTION 29Which of the following is the role of the Definitive Software Library (DSL) in theRelease Management process?

A. A physical storage area for the original versions of all authorized softwaBC. A registration tool for all software itemD. A type of Configuration ManageQUESTION 30Yo

Where would the agreement with the external organization be specifieA. Operational Level Agreement (OLA)B. Service Level Agreement (SLA)C. Service Level Requirement (SLR)D. Underpinning Contract (UC)

QUESTION 31How does Availability Management work with Security Management?

AB. By making agreements on the security o


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C. By establishing the security boundaries based on the availability requirementsres specified by Security Management for securing the

es its vision andusiness Objectives?

?

. Where are we now?

sibility of Configuration Management?

ly managing software items. Installing equipment at the workplace

D.

QUAfter the requisite search, the common cause of a series of Incidents is found. Thisresu

of things, what should happen after the Known Error has been

y as possible

uration Management Database

D. The problem must be identified

hat is the primary task of Error Control?

s for work-aroundsthrough the Change Management Process

ter Known ErrorsD. To register and manage Known Errors

UESTION 36ss is associated with a Post Implementation Review?

nagementB. Incident ManagementD. Release Management

D. By implementing the measudata

QUESTION 32

Which question is being answered when an organization specifibA. How do we get where we want to beB. How do we know we have arrived?C. Where do we want to be?DQUESTION 33Which task is the respon

A. Convening the Configuration Advisory BoardB. PhysicalC

Recording the relations between Configuration Items (Cls)

ESTION 34

lt is a Known error

In the sequencedeclared?

A. In the Incidents must be resolved as quicklB. The error must be resolved using a changeC. The error must be included in the Config

(CMDB)

QUESTION 35W

A. To figure out the detailB. To resolve Known ErrorsC. To recognize and regis

QWhich ITIL Proce

A. Application MaC. Problem Management


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QUhen processing a Request for Change (RFC), the Change Manager initiates a

ies.

hich action is required if this involves a complex change?

A. gementC. to the Change Advisory Board

QUESTWh nt?

. Asset Management only deals with what you want; Configurationnt deals with everything in your Infrastructure

ment, as it includesnon-IT assets such as chairs and tableseals with the financial aspects of Configuration Item;

gement only deals with the technical details of the

ent goes much further than Asset Management,because it also specifies the relations between the assets

anagement. IT Service Continuity Management

nt

anet for its graphic design workstations. The bandwidthust be Increased because of the high volume of illustrations sent over the network

hich ITIL process is responsible for approving the implementation of increasedandwidth?

. Capacity Management

. Change ManagementC. Availability Managemen

Management

ESTION 37Wnumber of activitW

The Change Manager reports the Change to Problem ManaB. The Change Manager reports the Change to the Incident Management

The Change Manger presents the ChangeD. The Change Manager presents the Change to the IT Manager

ION 38at is the difference between Asset Management and Configuration Manageme

AManageme

B.Asset Management is a superset of Configuration Manage

C. Asset Management dConfiguration ManaInfrastructure

D. Configuration managem

QUESTION 39Which ITIL process uses Mean Time Between Failures (MTBF)?

A. Availability ManagementB. Capacity MCD. Service Level ManagemeQUESTION 40A company sets up an Intrm

Wb

AB

tD. Problem


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=A =A =C =C12

3

4

5=A =A =B =B6

7

8

9=D 0=D 1=B 2=D1

1

1

13=C 14=B 15=C 16=A

17=C 18=C 19=C 20=C

21=B 22=D 23=B 24=C

25=A 26=B 27=D 28=D

29=A 30=D 31=D 32=C

33=D 34=B 35=B 36=C

37=C 38=D 39=A 40=B


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SAMPLE PAPER6


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QUESTION 1Level Management use data from the incident register at the

ata

nts in a certain period.n IT Service, on the basis of the number of

cidents resolved.h other data to work out whether the service level agreed upon has

. To trace the cause of incidents.

the following statements:

. An SLA is a contract drawn up by the IT department which states what thed may not do with his computer.

. A Service Catalogue describes concisely and specifically the IT services that the IT

UESTION 4escription of impact?

. The degree to which the provision of services is disrupted and the speed with

tes how quickly the incident must be resolved.tructure,

. The effect that an incident has on the activities of the users and the speed withhich the incidents must be resolved.

esponsibility?

Error database.

How can ServiceService Desk? Service Level Management uses this dA. To draw up the Service Level Agreement (SLA).

B. To draw up reports about the number and nature of incideC. To determine the availability of ainD. Together witbeen achieved.

QUESTION 2Which statement describes a Service Desk activity?A. To function as the first point of customer contact.B. To investigate the cause of disruptions for the customer.

CQUESTION 3Consider1customer may an2department can offer a customer. Which of these statements is correct?

A. Only the firstB. Only the secondC. BothD. Neither

Q

What is the correct dAwhich this must be remediedB. The degree to which the user indicaC. The effect that an incident has on the components of the IT infras

including the consequences for the service that has been agreed upon.DwQUESTION 5Which task is a Problem Management rA. To co-ordinate all modifications to the IT infrastructure.B. To record incidents for later study.C. To approve all modifications made to the KnownD. To identify user needs and modify the IT infrastructure based on such needs.


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QUESTION 6The manufacturer claims that the new line of central mainframes can reach an Mof 5000 hours. What does this

TBFmean?

. That the mainframes have an average life of 5000 hours

ate continuously for an average of 5000 hoursevery 5000 hours

frame can operate continuously for a maximum of 5000 hours.

erloaded with work. They hardly get a chance to managee network. One of the reasons for this is that users approach them directly to

of questions.

. Configuration Management

gement

CMDB) may be updated only if an

N 9

change has taken place in the IT infrastructurenagement related to the Configuration Management Database

ies out investigations into the degree of consistency in the CMDB.

. Implements the change in the CMDB and informs Configuration Management

g statements:

in the IT infrastructure is always the result of a change of a Serviceevel

l Agreement (SLA) exhibits many similarities to a procedure for

A

B. That the mainframes operC. That the mainframes will failD. That the mainQUESTION 7Network managers are ovthanswer all kindsWhich ITIL process or function needs to be set up to improve this situation?

A. Change Management

BC. Error ControlD. Service DeskE. Incident ManaF. Problem Management

QUESTION 8Data in the Configuration Management Database (order instruction has been given for this:Which process gives this order?

A. Change ManagementB. Configuration ManagementC. Service DeskD. Service Level Management

QUESTIO

AHow is Change Ma(CMDB)? Change Management...

A. Checks whether the change has been made in the CMDB.B. Carr

C. Provides Configuration Management with the data required to implement thechange in the CMDB.Dabout it.

QUESTION 10Consider the followin1. A changeL2. A Service Leve

drawing up a Request for Change (RFC).


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Are these statements correct?

. Neither

he performance of the network in a large computer centre is monitored 24 hours a

acity Management and Change Managementcity Management and Problem Management

. Change Management, Financial Management and Service Level Managementgement, Service Desk and Problem Management

. The category to which the problem belongs.lem.

blem.

UESTION 13computer is installed to replace an existing PC. The old PC is

stering this modification in the Configurationanagement Database (CMDB)?

. Release Management

. Capacity Management.

UESTION 15eased dependency on information systems, a large financial

. Availability Managementent

A. Only the firstB. Only the secondC. Both

DQUESTION 11Tday. This produces data for which processes?

A. Availability Management, CapB. Availability Management, CapaCD. Financial Mana

QUESTION 12The sequence of dealing with problems must be based on...

AB. The impact of the probC. The priority of the problem.D. The urgency of the proQA new networkedinstalled as a print server for the local area network.Which process is responsible for regiMA. Change ManagementB. Configuration ManagementC. Problem ManagementDQUESTION 14A computer operator establishes that a memory disk is in danger of becomingcompletely full. He reports this to...

AB. Change Management.C. Planning & Control for IT ServicesD. Service Level Management.

QBecause of its incrinstitution decides that there must be plans for the provision of IT services followinga major interruption to the service.Which process, therefore, should be implemented?

AB. IT Service Continuity Managem


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C. Service Level ManagementD. Service Management

QUESTION 16A printer in a department of an insurance office has broken down. Hardware Support

the supplier of the printer to remedy the defect.t can obtain data from Configuration Management about which of

. The location of the printeraintenance contract

hich of the above is correct?

. 1, 2, and 3

hat information does the Service Desk provide to the IT management of an

. The time spent on investigation and diagnosis for each departmentD. per category

QU

Wh concepts and ITIL Process?

A. Availability Management

. MTBF C. Service Level Management

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

. Recognising users requirements and subsequently implementing changes to the

wants to approachHardware Supporthe following:

12. The type of m3. The number of disruptions the printer has experienced in the last six monthsWA. Only 1 and 2

B. Only 1 and 3C. Only 2 and 3DQUESTION 17Worganization?

A. All deviations from the specified service levelsB. The growth of the IT infrastructureC

The number of incidents

ESTION 18ich is the correct combination of

1. CMDB2. DSL B. Configuration Management34. SLA D. Release Management

A. 1-A, 2-B, 3-C, 4-DB. 1-B, 2-D, 3-A, 4-CC. 1-C, 2-A, 3

QUESTION 19Which of these tasks is a task of Problem Management?

A. Co-ordination of all changes to the IT infrastructure.B. Classification of Requests for Change (RFCs).C. Approval of all changes / modifications made to the Known-Error database.DIT infrastructure.


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QUESTION 20Which of the following activities does the Service Desk undertake?

, Status Accounting. Impact determination, Problem Management, Verification

ement, Providing Management Information, Recording CIs

ation, Recording Incidents

. The Service Level Management Database.equirements.

ters within the organization.. To store the original versions of all authorized software within the organization.

ere each software version is available.

UESTION 23hy charging for IT services is an important element of Financial

ility of an IT service can be measured.needed for an application can be determined.

. The use of IT services can be influenced.apacity planning can be investigated.

hich of the concepts below belongs to IT Service Continuity Management?

. Resilience

he Service Desk has handled 2317 calls this month. What are the majority of these

ts (SLAs).onfiguration Items (CIs).

. Requests to the IT organization for user support.

ement

entfor IT Services

A. Error Control, Recording IncidentsBC. Incident Manag

D. Incident Management, Providing Management InformQUESTION 21Key features of all IT services are recorded in...A. The Service Catalogue.BC. Service Level RD. Service Level Agreements.

QUESTION 22Which activity is a Release Management responsibility?

A. To check whether any illegal software exist on compuBC. To register whQGive one reason wManagement?A. The availabB. The resourcesCD. Scenarios for cQUESTION 24

WA. ServiceabilityB. MaintainabilityCD. Vulnerability

QUESTION 25T

calls likely to include?

A. Modifications to Service Level AgreemenB. Notices regarding modified CCQUESTION 26For which ITIL process is the determination of priorities based on impact andurgency an essential activity?

A. Change Manag

B. Configuration ManagemC. Financial Management


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D. Service Level Management

UESTION 27with a complaint that, when using a particular

rk. Which

rocess has overall responsibility for tracing the underlying cause?

. System Management

hich of the examples below is NOT an example of a configuration item?

. A unique identification code

evel Management process.

. The amount of defined IT service that the customer requires.expects of the customer.

for the Service Level Agreement (SLA).al specifications required to execute the SLA

UESTION 30merg s with a competitor. The IT departments, along with the IT

nt

anagement

UESTION 31as to be installed to solve a problem with making back-ups on the

. Throughe to be given for carrying out the changes?

QA user calls the Service Deskapplication, an error always occurs that breaks his connection to the netwo

pA. Service DeskB. Network ManagementC. Problem ManagementDE. Incident Management

QUESTION 28W

A. A user manualB. A companys organization chartC. A Systems update procedureDQUESTION 29Service Level Requirements are used in the Service LWhich statement best describes what these Service Level Requirements represent?

AB. What the IT organizationC. The conditions requiredD. A paragraph of the SLA with additionQA steel company einfrastructures of both companies will be combined.Which process is responsible for determining the required disk and memory spacerequired for applications running in the combined IT infrastructure?

A. Application ManagemeB. Capacity ManagementC. Computer Operations M

D. Release Management

QA new disk unit hnetwork, and

itil sample questions memory aid interview qs

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