1. Which of the following documents would help provide insight into the load of the IT systems and the development of the organization in the medium and long term? A. B. C. D.
Availability Availabilit y Plan Capacity Plan Service Level Agreement Back-out Plan
Ans: B 2. Which process ensures that an interruption in the provision of services is diagnosed as quickly as possible? A. B. C. D.
Change Management Incident Management Problem Management Service Level Management
Ans.B 3. After a change, who is responsible for ensuring that security measures maintain the security level? A. B. C. D.
The Board of Management The Change Manager The Release Manager The Security Manager
Ans : D 4. Which process is responsible for keeping the Configuration Management Database (CMDB) up to date ? A. B. C. D.
Change Management Configuration Configuratio n Management Incident Management Release Management
Ans: B
5. What is purpose of a Post Implementation Review (PIR) of an implement Change? A. B. C. D.
to to to to
check whether the intended goal has been achieved be able to complete the change change be able to implement new changes determine which problem are related to the change
Ans:A
6. Error Control and trend analysis of incidents are activities of which process? A. B. C. D.
Availability Availabilit y Management Incident Management Problem Management Service Level Management
Ans : C 7. Which of the following is an example of a Configuration Item (CI)? A. B. C. D.
Service Catalog Serial number Location of a server Supplier of an an Underpinning Contract (UC)
Ans:A 8.What group will the Change Manager convene in case of a complex change in the IT infrastructure ? A. B. C. D.
Ans: A
the Change Advisory Board the Management Team the Problem Management the Service Management
9. In Which of the following activities are the priority and the category of a Change determined ? A. B. C. D.
accepting a Request for Change (RFC) classifying Request for Change(RFC) planning a change registering a Request for Change (RFC)
Ans : B
10.Which process is specifically responsible for preventing unauthorized access to data system ? A. B. C. D.
Capacity Management IT Service Continuity Management Security Management Service Level Management
Ans: C
11. Which Change Management activity indicates the priority and category of an accepted Request for Change (RFC)? A. B. C. D.
Classification Coordination Registration Scheduling
Ans : A
12. Which of the following is a task of Configuration Management ? A. B. C. D.
monitoring monitoring monitoring monitoring
Ans: C
the infrastructure capacity the software modules (Software Cls) the relationships relationships between Configuration items (Cls) the status status of changes
13. One of the activities of Capacity Management involves making evaluations and predications regarding the hardware that is required to run a new or modified application. The predictions include data about the performance levels that can be expected, the requisite hardware and the costs. Which of the activities of Capacity Management is responsible for this? A. B. C. D.
Application Sizing Capacity Planning Monitoring Tuning
Ans: A
14. What data is recorded when an incident is reported to the Service Desk? A. B. C. D.
the name of the person reporting the incident the name of the person handling the Problem the name of the person who approves the Request for Change (RFC) the name of the person who are authorized to implement Changes in the Configuration Management Database (CMDB)
Ans: A
15. When an IT service provider adopts and adapts ITIL? Best practices, which of the following is the greatest benefit ? A. B. C. D.
Work is carried out using a project-oriented approach. There is a central Service Desk. The organization is more customer- oriented Work is carried out using a process-oriented approach
Ans : D
16 Which process focuses specifically on tracing or finding the cause of recurring errors and documenting them? A. B. C. D.
IT Service Continuity Management Know Error Management Problem Management Service Level Management
Ans: C
17. Which information does Financial Management for IT Services extract from the Configuration Management Database (CMDB)? A. B. C. D.
Which equipment is being used by whom Where the equipment has been set up Which software version is being used Which equipment us causing incidents
Ans: A
18. Which process includes developing a recovery plan? A. B. C. D.
IT Service Continuity Management Problem Management Capacity Management Availability Management
Ans: A
19. The incident report from the previous month indicates that the average recovery period was two hours. A. This means that incident lasted an average of two hours during that month. B. This means that in that month, a randomly selected incident was remedied within two hours. C. This means that it took an average of two hours hours before the service, after repairs, was made available to the user. D. This means that it took an average of two hours for the user to report the incident to the Service Desk.
Ans: C
20. Which of the following is an activity of IT Service Continuity Management? A. B. C. D.
Ans: B
Analyzing the Service Windows Creating and maintaining recovery options Providing report on availability Guaranteeing the Configuration items are continuously updated
21. What is Error Control responsible for in Problem Management? A. B. C. D.
Tracing problem Managing the known Errors Finding the root cause of the problem Implementing a solution for the error.
Ans: B
22. The Definitive Software Library (DSL) and the Definitive Hardware Store (DHS) are terms used when distributing software and hardware Which process is responsible for keeping the DSL and the DHS up-to-date? A. B. C. D.
Capacity Management Computer installation and Acceptance Configuration Management Release Management
Ans: D
23. What is a known Error? A. B. C. D.
a a a a
serious incident that occurs often Problem that is resolved Problem for which the cause is known and a Workaround ha been identified Problem that cannot be matched.
Ans: C
24. Which process provides input to Change Management for estimating the impact of a Change? A. B. C. D.
Configuration Configuratio n Management Incident Management Problem Management Release Management
Ans: A
25. Which process is responsible for recording the logical and physical relationships between the various components of the IT infrastructure A. B. C. D.
Availability Availabilit y Management Configuration Configuratio n Management Release Management Incident Management
Ans B
26. What information is not required to set up a process? A. B. C. D.
the process owner the trigger (input) the objective the desired result (output)
Ans: A
27. Which process is responsible for establishing and maintaining a Know Error database? A. B. C. D.
Change Management Incident Management Configuration Management Problem Management
Ans: D
28. Which applications does the Service Desk support? A. B. C. D.
all all all all
Ans: D
applications installed on an end-user’s system applications approved and installed by Problem Management applications tested and updated by the Service Desk applications officially installed under the authority of of Change Management
29. Which process could assist IT Service Continuity Management in ensuring this does not happen? A. B. C. D.
Availability Availabilit y Management Change Management Security Management Financial Management for IT Services.
Ans: B
30. What is a Configuration Baseline? A. B. C. D.
the the the the
recoded composition (snapshot) of a CI or group of CI’s to be used as a reference CI level relation between Configuration items (parent-child relationships) stating point for testing new software
Ans: A
31. One of the activities of Capacity Mangement involves making evaluation and predictions regarding the hardware that is required to run a new or modified application. The prediction include data about the performance levels that can be expected, the requisite hardware and the costs. Which of the activities of Capacity Management is responsible for this? A. B. C. D.
Application Sizing Capacity Planning Monitoring Tuning
Ans: A
32. What do we call protecting information against unauthorised access and use? A. B. C. D.
Ans B
Availability Confidentiality Integrity Safety
33. Which of the following is considered a Configuration Item (CI)? A. B. C. D.
incident IT personnel organizational chart process
Ans: C
34. Why is it important that the Service Desk attempts to link an incident to a Known Error? A. B. C. D.
because because because because
this is part of the ITIL? Management model this means the incident can be resolved more quickly this allows incident to be better tracked otherwise Problem Management cannot work
Ans; B
35. Which of the following process provides Problem Management with reports about the IT infracture? A. B. C. D.
Financial Management for IT Services. Change Management Configuration Management Incident Managemant
Ans; C
36. What is produced when Problem Management identified the cause of the Problem and s workaround? A. B. C. D. Ans: C
a Request for Change a resolved Problem a Known Known Error one or more resolved incidents
37. Which process or function ensure that change proposals are submitted with the aim of removing error within the IT infrastructure? A. B. C. D.
Change Management Configuration Management Problem Management Service Desk.
Ans C 38. Which process provides a user insight into the status of the failure? A. B. C. D.
Availability Management Incident Management Problem Management Service Level Management
Ans: B
39. Which of the following factor party determines the priority of an incident? A. B. C. D.
the requisite resources the category the impact the wishes of the customer
Ans: C
40. Which process provides components of the IT infrastructure with a unique and systematic name (designation)? A. B. C. D. Ans; B
Change Management Configuration Management Release Management Service Level Management
41. In which of the following are the agreements on security between a customer and the IT organization recorded? A. B. C. D.
Service Improvement Plan Service Level Agreement Service Level Requirement Underpinning Contract
Ans: B
42. What is an underpinning Contract? A. B. C. D.
a a a a
contract with contract with contract with contract with
an internal customer an external customer an internal supplier an external supplier
Ans: D
43. What does the term “ Serviceability” refer to? A. B. C. D.
contract contract contract contract
between external suppliers and the customer between external supplier of service and the IT department between internal IT department between IT management management and the customer
Ans: B
44. Who is responsible for tracking and monitoring an incident from an implement change? A. B. C. D.
Ans: C
Change Manager Problem Management staff Service Desk staff Service Level Manager
45. In recent months at a transport company with 1500 destops, dozens of request have been received for expansion of the internal memory because its size has proven to be insufficient. Which process should have prevented this from happening? A. B. C. D.
Capacity Management Service Level Management Configuration Management Availability Management
Ans : A
46. Certain data is needed to describe an ITIL?process. This include the objectives and the output. What else is required? A. B. C. D.
activities authorizations environment Configuration Management Database (CMDB)
Ans; A
47. What is a Definitive Software Library (DSL)? A. B. C. D.
a place where original software is physically stored a database in which software Configuration items (CIs) are registered a place meant for integrating the test and developments more effective with each other a tool with which all software all software items can be distributed on the network.
Ans A.
48. What is another name for a deviation from the standard operation of a services? A. B. C. D. Ans; B
Functional Request Incident Problem Service Request
49. Problem Management has submitted a Request for Change (RFC) to Change Management. The request is to replace all desktop hard disks of brand X and type Y Which sequential steps should be taken to carry out the change? A. Acceptance of Request for Change, Scheduling, Building, Testing, Implementation, Review, Completion B. Implementation and Testing, Recording, Reporting, Review, Completion C. Recording, Implementation, Testing, Completion, Reporting D. Scheduling, Implementation, Testing, Review
Ans: A.
50. Which item is required in the Post Implementation Review (PIR) of a Change? A. whether the Change has achieved the intended goal goal B. whether the CI registration in the Configuration Management Database (CMDB) is up-todate C. whther the Management of the IT department is Satisfied with the implementation of the Change D. to which Configuration items (CIs) the Change relates.
Ans A.
51. Which process focuses specifically on tracing or finding the cause of recurring error and documenting them? A. B. C. D.
IT Service Continuity Continuit y Management Known Error Management Problem Management Service Level Management
Ans; C
52. Among other things, ITIL?describes the IT Service Management processes. What is always described with regards to the processes? A. B. C. D. Ans: D
the cost of implementing each process exactly how the activities must be carried out. how the processes fit into into the ITIL?framwork The objective(s), the activities, the input and outputs
53. Which process is aimed at restoring IT Services as soon as possible after the organization has been hit by a lengthy interruption? A. B. C. D.
Availability Management Capacity Management IT Service Continuity Management Problem Management
Ans: C
54. One of the activities of Problem Management is the analysis of historical and Problem data held in the Configuration Management Database (CMDB) Which aspect of the Problem Management accomplishes this? A. B. C. D.
Error Control Identification Identificati on of root causes Proactive Problem Management Problem Control
Ans: C
55. What information is not required to set up a process? A. B. C. D.
the process owner the trigger (input) the objective the desired results (output)
Ans: A
56. A user calls the Service Desk complaining that it is often impossible to print document from a certain application, while this is not the cause with other applications. Which process is responsible for identifying the cause? A. B. C. D. Ans: D
Availability Management Change Management Incident Management Problem Management
57. Which process checks whether Request for Change (RFCs) regarding the IT infrastructure are logical, feasible and/or necessary? A. B. C. D.
Change Management Configuration Management Capacity Management Service Level Management
Ans: A 58. What is Demand Management? A. B. C. D.
When When When When
Service Level Management determines the customer demand. Service Level Management determined the level of customer satisfaction. the Service Desk determines the information needs. Capacity Management determines and regulates the capacity demand.
Ans: D 59. Which of the following process is most closely related to Release Management? A. B. C. D.
Availability Management Capacity Management Configuration Management Service Level Management
Ans: C
60. In Financial Management for IT Services, what does the Accounting activity ensure? A. that the amount of money the IT organization is spending is known and has been calculated ( for each service) B. that a budget is allocated to the IT organization every year C. that negotiation can be held about the price of a service D. that a certain percentage of profit is made for each service or product
Ans: A
61. What is a distributed Service Desk? A. B. C. D.
a a a a
Service Desk that has knowledge in several locations in a system Service Desk that is located at multiple locations Service Desk that provides service 24 hours a day from a single location Service Desk that handles both technical and functional calls
Ans: B 62. When W hen can the building and testing of of Change begin? A. As soon as the impact analysis has been discussed by the member of the Change Advisory Board. B. As soon as there is a correct network plan for the Change C. As soon as the Request for Change (RFC) has been formally authorized D. As soon as the Request for Change (RFC) has been classified.
Ans: C
63. Which process is aimed at restoring IT Service as soon as possible after the organization has been hit by a lengthy interruption? A. B. C. D.
Availability Management Capacity Management IT Service Continuity Management Problem Management
Ans:C
64. The Service Catalog for a network company states that LAN authorization requests will be complete within three weeks. One of the managers within the client company does not believe that this is achievable and requests a report from the network company. Which process is responsible for providing this report? A. B. C. D.
Availability Management Change Management Problem Management Service Level Management
Ans: D
65. Which of the following process is most closely related to Release Management? A. B. C. D.
Ans:C
Availability Management Capacity Management Configuration Management Service Level Management
66. Which process focuses specifically on tracing or finding the cause of recurring error and documenting them? A. B. C. D.
IT Service Continuity Continuit y Management Known Error Management Problem Management Service Level Management
Ans: C
67. What is the most common process that is associated with the Service Desk? A. B. C. D.
Change Management Configuration Management Incident Management Service Level Management
Ans: C
68. Which document or activity should be completed before a Recovery Plan can be formalized? A. B. C. D.
Availability Plan Capacity Plan Risk Analysis Security Plan
Ans: C
69. Which of the following tasks is assigned to each process managers? A. B. C. D.
Ans: A
ensuring the smooth smooth running of of the process settings up Service Level Agreements with the users channeling data to Problem Management following up on incidents
70. Which aspect is important when registering security incidents? A. B. C. D.
the person who reported the incident the application disciplinary measures qualified Service desk employee recognizing the event as a security incident
Ans: D
71. Which process includes the responsibility of recovering the service as quickly as possible? A. B. C. D.
Availability Management IT Service Continuity Continuit y Management Incident Management Problem Management
Ans: C
72. Within which process is the term Mean Time to Repair (MTTR) used? A. B. C. D.
Availability Management Capacity Management IT Service Continuity Management Service Level Management
Ans: A
73. What information must always be include in a Request for Change (RFC)? A. B. C. D.
a description and identification of the Configuration Items (CIs) involved date and time of the notification of disruption number of Configuration Items (CIs) involved type of of problem involved.
Ans: A
74. Which process purses a charging policy of IT costs? A. B. C. D.
Capacity Management Financial Management for IT Services IT Service Continuity Management Service Level Management
Ans: B
75. Which of the following is not regarded as an incident? A. B. C. D.
a complaint about the service of the Service Desk a standard request for change a report of a breakdown a question about how an application works
Ans: B
76. Which of the following activities are the priority and the category of the Change determined? A. B. C. D.
accepting a Request for Change (RFC) classifying a Request for Change (RFC) planning a change registering a Request for Change (RFC)
Ans: B
77. Which of the following is Proactive Problem Management? A. B. C. D.
analyzing incidents that have been been reported and solving the underlying cause analyzing trends and identifying potential incident providing second-line support support drawing up a Capacity Plan
Ans: B
78. What information does Configuration Management provides to the IT management of an organization? A. B. C. D.
deviations from the specified service levels growth of the IT IT infrastructure infrastructure number of incident per category time spend on investigation and diagnosis by each department.
Ans: B
79. Different types of events are reported to the Service Desk
Which of the following events is an incident? A. B. C. D.
information about the departure time of the train to London a question about where the manual is a report that the printer is not working a request for the installation of a new bookkeeping package
Ans: C
80. Problem Management has researched a number of incidents an has comes to the conclusion that they all follow the same pattern. All PCs freeze during a spelling check in a certain word processor when the documents concerned are larger than 150 pages. Inquiries to the supplier of the software have determined that the cause of the problem is a bug in the software. The next version of the software, due to be released next year, will correct the problem. This means that the problem can be solved at this moment by buying completely new software. What should Problem Management do after the error has been acknowledged and registered as a Known –Error database? A. a Request for Change (RFC) must be submitted to Change Management B. Release Management must remove all distributed version of the word-processing software from the IT infrastructure C. The Service Desk must ask all users which replacement software they would like to use. D. The word processing software software must be replaced by another package
Ans: A
81. Certain data is needed to describe an ITIL?process. This includes the objectives and the output. What else is required? A. B. C. D.
activities authorizations environment Configuration Management Database (CMDB)
Ans: A
82. What is one of the possible outputs of the Problem Management process?
A. B. C. D.
a Service Level Agreement a modified Configuration Item a risk analysis a change request
Ans: D
83. Which term is also used for routing or passing on incidents to another solution group? A. B. C. D.
classification escalation registration prioritization
Ans: B
84. Which of the following is not one of the objective of registering inceident A. B. C. D.
identifying problems generating management information matching incidents updating the incident database
Ans: D
85. Which process is responsible for monitoring agreements with network suppliers? A. B. C. D.
Capacity Management IT Service Continuity Continuit y Management Problem Management Service Level Management
Ans: D
86. What does a package release consists of?
A. B. C. D.
a single Change made up of several separate Changes a single Change that consists of both hardware and software several Changes that are merged due to their size several Changes that are merged due to their minor impact
Ans: A
87. Which process is responsible for coordinating the relocation of a number of workstations? A. B. C. D.
Change Management Configuration Management Release Management IT Infrastructure Management
Ans: A
88. Which of the following is Availability Management responsible for? A. ensuring the reliability of components will carry out a required function under certain conditions over a certain period B. managing the negotiations with the customer with regards to availability C. Demand Management D. delivering information on Service Level to clients to determine the availability percentage.
Ans: A 89. Which process is responsible for providing information about the IT infrastructure to all other processes? A. B. C. D.
Capacity Management Change Management Configuration Management Problem Management
Ans: C
90. Which process is responsible for coordinating the relocation of a number of workstations? A. Change Management
B. Configuration Management C. Release Management D. IT Infrastructure Management
Ans: A
91. For which process is the Modeling activity a powerful instrument to make predictions about the behavior of the infrastructure? A. B. C. D.
Availability Management Capacity Management Change Management Financial Management for IT Services
Ans: B
92. Which process is responsible for monitoring agreement with network suppliers? A. B. C. D.
Capacity Management IT Service Continuity Continuit y Management Problem Management Service Level Management
Ans: D
93. Which of the following indicators is a performance indicator for the Problem Management process? A. B. C. D.
the the the the
time needed time needed time needed time needed
to compile a problem report to implement solutions to solve problems to record problems
Ans: C
94. Which of the following tasks is a task of the Service Desk? A. initiating escalation procedures
B. recognizing customer requirement and subsequently adjusting the Service Level Agreements (SLAs) C. solving incident by looking for their underlying causes D. officially approving Request for Change (RFCs)
Ans: A
95. A Change leads to a modification of an element of IT Which of the following terms best describe the element being modified? A. B. C. D.
a developed application a Configuration Item a Service a deployed infrastructure
Ans: B
96. Which process reports about software failure resulting from software changes? A. B. C. D.
Change Management Incident Management Problem Management Service Level Management
Ans: B
97. Which process is responsible for implementing and marinating access security? A. B. C. D.
Availability Management Change Management Release Management Security Management
Ans: D
98. What type of agreement is made with internal IT departments assuring support of service components?
A. B. C. D.
Service Level Agreement (SLA) Service Quality Plan (SQP) (SQP) Operational Level Agreement (OLA) Underpinning Contract
Ans: C
99. What is a Delta Release? A. B. C. D.
a a a a
number of of smaller improvements and fixed on Known Errors. program, including the modifications, that is distributed Release with a longer period of stability for the user Release of only modified software or hardware
Ans: D
100. A user has forgotten his password and asks the Service Desk for new password. What type of request does this involve? A. an information Request B. a Request for Change (RFC) C. a Service Request D. a Standard Change
Ans: C 101. Managing risk is an essential part of which processes? A. Problem Management and Capacity Management B. Availability Management and Service Level Management C. IT Service Continuity Management and Financial Management for IT Services. D. IT Service Continuity Management and Availability Management Ans: D
102. Where can you find an overview of all IT services?
A. B. C. D.
Operational Level Agreement (OLA) Service Catalog Service Level Agreement (SLA) Service Window
Ans: B
103. Which of the following describes the basic concept of integrity in the Security Management process? A. the capacity to verify the correction of the data B. the correctness of the data C. protection of the data against unauthorized access and use D. access to the data at any moment
Ans: B
104. Which process ensures optimal and measurable availability of IT services? A. Availability Management B. Capacity Management C. IT Service Continuity Management D. Service Level Management Ans: A
105. The rollout of an application software upgrade has been planned, However, a back-out has not been developed? Which process or function should have provided the back-out plan? A. Availability Management B. Change Management C. Release Management D. Service Desk Ans: C
107. Which of the following is not regarded as an incident? A. a complaint about the service of the Service Desk
B. a standard request for change C. a report of a breakdown D. a question about how an application works Ans: B
108. What data is recorded when an incident is reported to the Service Desk? A. B. C. D.
the name of the person reporting the incident the name of the person handling the program the name of the person who approves the Request for Change (RFC) the name of persons who are authorized to implement Changes in the Configuration Management Database (CMDB)
Ans: A
109. What does a package release consist of? A. B. C. D.
a single Change made up of several separate Changes a single Change that consists of both hardware and software several Change that are merged due to their size several Change that are merged due to their minor impact
Ans: A
110. In order to resolve a service failure, a change must be made to a software package Which Process must grand approval for implementing this change? A. B. C. D.
Change Management Configuration Configuratio n Management Incident Management Problem Management
Ans:
111. Who is responsible for tracking and monitoring an incident resulting from an implemented change?
A. B. C. D.
Change Management Problem Management Staff Service Desk staff Service Level Manager
Ans: C
112. How does Problem Management differ from Incident Management? A. Incident Management focuses on registration and Problem Management does not B. Problem Management focuses on restoration of of service and Incident Management focused on finding the cause. C. Incident Management focuses on restoration of service and Problem Management focuses on finding the cause. D. Problem Management generated reports and Incident Management does not Ans: C
113. A supplier of communication equipment offers the client a choice of three different maintenance contracts when purchasing a fax machine. In which document will the external supplier register the client choice? A. B. C. D.
Operational Level Agreement Service Catalog Service Level Agreement Underpinning Contract
Ans: C
114. Which of the following is Availability Management responsible for? A. ensuring the reliability of components will will carry out a required function under certain condition over a certain period B. managing the negotiations with the customer with regard to availability C. Demand Management D. Delivering information on Service Levels to client to determine the availability percentage.
Ans: A 115. Which term is also used for routing or passing on incidents to another solution group? A. classification
B. escalation C. registration D. prioritization
Ans: B
116. What type of agreement is made with internal IT department assuring support of service components? A. B. C. D.
Service Level Agreement (SLA) Service Quality Plan (SQP) Operational Level Agreement (OLA) Underpinning Contract (UC)
Ans: C
117. Which process is responsible for proving information about the IT infrastructure to all processes? A. B. C. D.
Capacity Management Change Management Configuration Management Problem Management
Ans: C
118. When an IT service provider adopts and adapts ITIL?best practices, which of the following is the greatest benefit? A. B. C. D.
Work is carried out using a project-oriented approach There is a central Service Desk The organization is more customer-oriented Work is carried out using a process-oriented approach
Ans: D
119. Who is responsible for accepting a Request for Change (RFC)? A. the Change Advisory Board
B. the Change Manager C. the recipient of the RFC D. the person who submitted the RFC
Ans: B
120. Who is responsible for ensuring that security measure are followed during changes? A. B. C. D.
Ans: B
the the the the
Board of Directors Change Manager Release Manager Security Manager
