Professional Documents
Culture Documents
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. Availability Plan
B. Capacity Plan
C. Service Level Agreement
D. Back-out Plan
Ans: B
2. Which process ensures that an interruption in the provision of services is diagnosed as quickly as
possible?
A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management
Ans.B
3. After a change, who is responsible for ensuring that security measures maintain the security level?
Ans : D
4. Which process is responsible for keeping the Configuration Management Database (CMDB) up to
date ?
A. Change Management
B. Configuration Management
C. Incident Management
D. Release Management
Ans: B
5. What is purpose of a Post Implementation Review (PIR) of an implement Change?
Ans:A
6. Error Control and trend analysis of incidents are activities of which process?
A. Availability Management
B. Incident Management
C. Problem Management
D. Service Level Management
Ans : C
A. Service Catalog
B. Serial number
C. Location of a server
D. Supplier of an Underpinning Contract (UC)
Ans:A
8.What group will the Change Manager convene in case of a complex change in the IT
infrastructure ?
Ans: A
9. In Which of the following activities are the priority and the category of a Change determined ?
Ans : B
10.Which process is specifically responsible for preventing unauthorized access to data system ?
A. Capacity Management
B. IT Service Continuity Management
C. Security Management
D. Service Level Management
Ans: C
11. Which Change Management activity indicates the priority and category of an accepted Request for
Change (RFC)?
A. Classification
B. Coordination
C. Registration
D. Scheduling
Ans : A
Ans: C
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.
A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning
Ans: A
14. What data is recorded when an incident is reported to the Service Desk?
Ans: A
15. When an IT service provider adopts and adapts ITIL? Best practices, which of the following is the
greatest benefit ?
Ans : D
16 Which process focuses specifically on tracing or finding the cause of recurring errors and
documenting them?
Ans: C
17. Which information does Financial Management for IT Services extract from the Configuration
Management Database (CMDB)?
Ans: A
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 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
Ans: B
21. What is Error Control responsible for in Problem Management?
A. Tracing problem
B. Managing the known Errors
C. Finding the root cause of the problem
D. 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. Capacity Management
B. Computer installation and Acceptance
C. Configuration Management
D. Release Management
Ans: D
Ans: C
24. Which process provides input to Change Management for estimating the impact of a Change?
A. Configuration Management
B. Incident Management
C. Problem Management
D. 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. Availability Management
B. Configuration Management
C. Release Management
D. Incident Management
Ans B
Ans: A
27. Which process is responsible for establishing and maintaining a Know Error database?
A. Change Management
B. Incident Management
C. Configuration Management
D. Problem Management
Ans: D
Ans: D
29. Which process could assist IT Service Continuity Management in ensuring this does not
happen?
A. Availability Management
B. Change Management
C. Security Management
D. Financial Management for IT Services.
Ans: B
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.
A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning
Ans: A
32. What do we call protecting information against unauthorised access and use?
A. Availability
B. Confidentiality
C. Integrity
D. Safety
Ans B
33. Which of the following is considered a Configuration Item (CI)?
A. incident
B. IT personnel
C. organizational chart
D. process
Ans: C
34. Why is it important that the Service Desk attempts to link an incident to a Known Error?
Ans; B
35. Which of the following process provides Problem Management with reports about the IT
infracture?
Ans; C
36. What is produced when Problem Management identified the cause of the Problem and s
workaround?
Ans: C
37. Which process or function ensure that change proposals are submitted with the aim of removing
error within the IT infrastructure?
A. Change Management
B. Configuration Management
C. Problem Management
D. Service Desk.
Ans C
38. Which process provides a user insight into the status of the failure?
A. Availability Management
B. Incident Management
C. Problem Management
D. Service Level Management
Ans: B
39. Which of the following factor party determines the priority of an incident?
Ans: C
40. Which process provides components of the IT infrastructure with a unique and systematic name
(designation)?
A. Change Management
B. Configuration Management
C. Release Management
D. Service Level Management
Ans; B
41. In which of the following are the agreements on security between a customer and the IT
organization recorded?
Ans: B
Ans: D
Ans: B
44. Who is responsible for tracking and monitoring an incident from an implement change?
A. Change Manager
B. Problem Management staff
C. Service Desk staff
D. Service Level Manager
Ans: C
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.
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Ans : A
46. Certain data is needed to describe an ITIL?process. This include the objectives and the output.
A. activities
B. authorizations
C. environment
D. Configuration Management Database (CMDB)
Ans; A
Ans A.
48. What is another name for a deviation from the standard operation of a services?
A. Functional Request
B. Incident
C. Problem
D. Service Request
Ans; B
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?
Ans: A.
50. Which item is required in the Post Implementation Review (PIR) of a Change?
Ans A.
51. Which process focuses specifically on tracing or finding the cause of recurring error and
documenting them?
Ans; C
Ans: D
53. Which process is aimed at restoring IT Services as soon as possible after the organization has
been hit by a lengthy interruption?
A. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. 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)
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Ans: C
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.
A. Availability Management
B. Change Management
C. Incident Management
D. Problem Management
Ans: D
57. Which process checks whether Request for Change (RFCs) regarding the IT infrastructure are
logical, feasible and/or necessary?
A. Change Management
B. Configuration Management
C. Capacity Management
D. Service Level Management
Ans: A
Ans: D
59. Which of the following process is most closely related to Release Management?
A. Availability Management
B. Capacity Management
C. Configuration Management
D. 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
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. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. 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.
A. Availability Management
B. Change Management
C. Problem Management
D. Service Level Management
Ans: D
65. Which of the following process is most closely related to Release Management?
A. Availability Management
B. Capacity Management
C. Configuration Management
D. Service Level Management
Ans:C
66. Which process focuses specifically on tracing or finding the cause of recurring error and
documenting them?
Ans: C
67. What is the most common process that is associated with the Service Desk?
A. Change Management
B. Configuration Management
C. Incident Management
D. Service Level Management
Ans: C
68. Which document or activity should be completed before a Recovery Plan can be formalized?
A. Availability Plan
B. Capacity Plan
C. Risk Analysis
D. Security Plan
Ans: C
Ans: A
70. Which aspect is important when registering security incidents?
Ans: D
71. Which process includes the responsibility of recovering the service as quickly as possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident Management
D. Problem Management
Ans: C
72. Within which process is the term Mean Time to Repair (MTTR) used?
A. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. Service Level Management
Ans: A
73. What information must always be include in a Request for Change (RFC)?
Ans: A
A. Capacity Management
B. Financial Management for IT Services
C. IT Service Continuity Management
D. Service Level Management
Ans: B
Ans: B
76. Which of the following activities are the priority and the category of the Change determined?
Ans: B
A. analyzing incidents that have been reported and solving the underlying cause
B. analyzing trends and identifying potential incident
C. providing second-line support
D. drawing up a Capacity Plan
Ans: B
Ans: B
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?
Ans: A
81. Certain data is needed to describe an ITIL?process. This includes the objectives and the output.
A. activities
B. authorizations
C. environment
D. Configuration Management Database (CMDB)
Ans: A
82. What is one of the possible outputs of the Problem Management process?
A. a Service Level Agreement
B. a modified Configuration Item
C. a risk analysis
D. a change request
Ans: D
83. 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
84. Which of the following is not one of the objective of registering inceident
A. identifying problems
B. generating management information
C. matching incidents
D. updating the incident database
Ans: D
85. Which process is responsible for monitoring agreements with network suppliers?
A. Capacity Management
B. IT Service Continuity Management
C. Problem Management
D. Service Level Management
Ans: D
Ans: A
87. 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
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. Capacity Management
B. Change Management
C. Configuration Management
D. 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. Availability Management
B. Capacity Management
C. Change Management
D. Financial Management for IT Services
Ans: B
92. Which process is responsible for monitoring agreement with network suppliers?
A. Capacity Management
B. IT Service Continuity Management
C. Problem Management
D. Service Level Management
Ans: D
93. Which of the following indicators is a performance indicator for the Problem Management
process?
Ans: C
Ans: A
Which of the following terms best describe the element being modified?
A. a developed application
B. a Configuration Item
C. a Service
D. a deployed infrastructure
Ans: B
96. Which process reports about software failure resulting from software changes?
A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management
Ans: B
97. Which process is responsible for implementing and marinating access security?
A. Availability Management
B. Change Management
C. Release Management
D. Security Management
Ans: D
98. What type of agreement is made with internal IT departments assuring support of service
components?
A. Service Level Agreement (SLA)
B. Service Quality Plan (SQP)
C. Operational Level Agreement (OLA)
D. Underpinning Contract
Ans: C
Ans: D
100. A user has forgotten his password and asks the Service Desk for new password.
A. an information Request
B. a Request for Change (RFC)
C. a Service Request
D. a Standard Change
Ans: C
Ans: D
Ans: B
103. Which of the following describes the basic concept of integrity in the Security Management
process?
Ans: B
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?
A. Availability Management
B. Change Management
C. Release Management
D. Service Desk
Ans: C
Ans: B
108. What data is recorded when an incident is reported to the Service Desk?
Ans: A
Ans: A
110. In order to resolve a service failure, a change must be made to a software package
A. Change Management
B. Configuration Management
C. Incident Management
D. Problem Management
Ans:
111. Who is responsible for tracking and monitoring an incident resulting from an implemented change?
A. Change Management
B. Problem Management Staff
C. Service Desk staff
D. Service Level Manager
Ans: C
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?
Ans: C
A. ensuring the reliability of components 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?
Ans: C
117. Which process is responsible for proving information about the IT infrastructure to all processes?
A. Capacity Management
B. Change Management
C. Configuration Management
D. Problem Management
Ans: C
118. When an IT service provider adopts and adapts ITIL?best practices, which of the following is the
greatest benefit?
Ans: D
Ans: B
120. Who is responsible for ensuring that security measure are followed during changes?
Ans: B