Question 1 Which ITIL process analyzes threats and dependencies to IT Services as part of the decision regarding countermeasures to be implemented?

a) Availability Management b) IT Service Continuity Management c) Problem Management d) Service Asset & Configuration Management Question 2 What is the name of the activity within the Capacity Management process whose pu rpose is to predict the future capacity requirements of new and changed services ? a) Application Sizing b) Demand Management c) Modeling d) Tuning Question 3 In which ITIL process are negotiations held with customers about the availability and capacity levels to be provided? a) Availability Management b) Capacity Management c) Financial Management for IT Services d) Service Level Management Question 4 Which of the following statements is false? a) It is impossible to maintain user and customer satisfaction during a disrupti on to service. b) When reporting the availability provided for a service, the percentage (%) av ailability that is calculated takes into account the agreed service hours. c) Availability of services could be improved by changes to the architecture, IT SM processes or IT staffing levels. d) Reports regarding availability should include more than just uptime, downtime and frequency of failure, and reflect the actual business impact of unavailabil ity. Question 5 Which of the following activities is Service Level Management responsible for? a) Informing users of available services b) Identifying customer needs c) Overseeing service release schedule d) Keeping accurate records of all configuration items Question 6 Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management Question 7 What is another term for Uptime? a) Mean Time Between Failures (MTBF) b) Mean Time to Restore Service (MTRS) c) Mean Time Between System Incidents (MTBSI) d) Relationship between MTBF and MTBSI Question 8 Which of the following is an activity of IT Service Continuity Management?

a) b) c) d)

Advising end users of a system failure Documenting the recovery procedure for a critical system Reporting regarding availability Guaranteeing that the Configuration Items are constantly kept up-to-date.

Question 9 Information security must consider the following four perspectives: 1. Organizational 2. Physical 3. Technical 4. ? a) b) c) d) Process Security Procedural Firewalls

Question 10 The 3 types of Service Level Agreements structures are: a) Customer based, Service based, Corporate based b) Corporate level, customer level, service level c) Service based, customer based, user based d) Customer based, service base, multi-level.