ITIL Foundations - 200 Sample Questions

ITIL Foundations – Mock Test

Name :

Employee ID :

Marks :

1.) IT Service Management using the ITIL Framework is more important than achieving the Business Objectives?

I disagree with this statementI agree with this statementI need to check with my Manager

2.) The “end user” according to the way ITIL defines it is the person or group who uses the IT service.

I disagree with this statementI agree with this statementITIL does not define the term end user

3.) ITIL focuses on people, organization and technology?

I disagree with this statementI agree with this statement

4.) Your manager has asked you to investigate better ways to get to understand what the business requirements are for IT. Which of the following processes are you going to use?

Service DeskIncident ManagementService Level ManagementAvailability Management

5.) Once we have our ITIL processes in place there is no need to worry about how we do things. The ITIL processes will take care of everything.

I agree with this statementI disagree with this statement

6.) Of the following what would be the best definition of IT Service Management?

Maintenance of technical infrastructure to ensure customer expectations are managed and met or exceeded.Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used.Proper use of People, Process and Technology to ensure IT Service Delivery matches Business requirements in an efficient and effective manner.

7.) List the Service Support processes and the one Functional area:

Service Desk, Release, Incident, Availability, Configuration, ChangeService Desk, Release, Incident, Problem, Continuity, ChangeService Desk, Release, Incident, Problem, Configuration, ChangeHelp Desk, Release, Incident, Problem, Configuration, Change

8.) Which are the Service Delivery processes?

Availability, Incident, Change, Release, ConfigurationAvailability, Capacity, Financial Management for IT Services, IT Service Continuity, Service Level ManagementFinancial Management for IT Services, Configuration, Availability, Service Level ManagementIT Service Continuity Management, Service Desk, Change, Service Level Management, IT Service Continuity Management

9.) The “customer” according to the way ITIL defines it is the person or group who pays for the IT service

I disagree with this statementI agree with this statementITIL does not define the term customer

10.) Quality – what are the 4 steps of a CONTINUOUS IMPROVEMENT quality life cycle?

PLAN, DO, CHECK, ACTDO, MANAGE, PLAN, UPDATECHECK, ACT, ACTION, ACTIVITYACTION, STRATEGY, MANAGE, MOTIVATE

11.) The ITIL processes, defined in the Service Support and Service Delivery sets don’t have any overlap or interfaces to each other?

TrueFalse

12.) Consider the following

i) Enables the organisation to predict the money required to run the IT service ii) Reduces the risk of overspendingiii) Ensures that actual spend can be compared with predicted spend

Which is the most appropriate description of these functions?

Charging

BudgetingAccountingBilling

13.) ITIL is actually a collection of material (the L stands for Library). There may be debate over the exact scope of ITIL, but for most purists these areas, comprise ITIL. We tend to consider ITIL as only being Service Delivery and Service Support. These two are at the core of ITIL and what we focus most of our attention on. What are the major parts of the IT Infrastructure Library?

Security ManagementICT Infrastructure ManagementService Support & Service DeliveryApplications Management & Software Asset ManagementPlanning to Implement Service ManagementThe Business Perspective

14.) Which of the following is not a process within the Service Support set?

Incident ManagementRelease ManagementService DeskConfiguration Management

15.) What is the name of the first level of globally recognized certification for an individual in IT Service Management?

ITIL PractitionerITIL ManagersITIL FoundationsITIL Best Practice Expert

16.) ITIL works only with in the following situations.

Large, multi-national organizationsSmaller business that have the flexibility to adopt quicklyNew businesses building IT from the ground upLike any good methodology ITIL is totally scalable. The practices and principles of the framework apply equally to any of the other answers

17.) When you are going to introduce ITIL into your organization, you should just rush into it without any planning or thought

Planning is only required for major implementationsThis is a correct statementThis is an incorrect statementThe level of planning is not my concern

18.) There are two examination agencies that provide exams in IT Service Management - EXIN and ISEB.

TrueFalse

19.) The _____ business function is the most critical thing that a particular process delivers

crucialvitalmaincritical

20.) Of the following which best suits the following phrase? The _____ is a strategic concept that stipulates the future direction of the company

outlinegoalsplanvision

21.) What is the name of the Global user community that brings people together to talk about IT Service Management?

ISACAISOitSMFMicrosoft

22.) The owner of the ITIL framework is the Office of Government Commerce (OGC) in England

TrueFalse

23.) Which of the following is not an ITIL process within the Service Delivery set?

Service Level ManagementIT Service Continuity ManagementAvailability ManagementService Capacity Management

24.) When you put ITIL processes in place you need to change the way that the organization is arranged

True

False

25.) Would you agree that the following set of words is a fair description of the elements that define a process? Goal, Inputs, Activities, Outputs, Metrics

TrueFalse

26.) On a file server, what is the name of the average amount of time between the recovery point of one incident until the next incident occurs?

MTBSIMTBFMTTRResponse Time

27.) Of the following which is most likely NOT to be an input for the Change Management process?

Forward Schedule of ChangesRFCCMDB informationIncident Information

28.) Which of the following is NOT a sub-process of the Capacity Management process?

Business Capacity ManagementFinancial Capacity ManagementResource Capacity ManagementService Capacity Management

29.) What should be the first point of contact for end users when trying to get help from the IT support people?

Service Desk ProcessIncident Management FunctionService Desk FunctionProblem Management Process

30.) Of the following which can be called Infrastructure?

1. Applications2. Software3. Hardware4. Documentation5. Agreements

None of the aboveAll of the above2 and 31, 2 and 3

31.) You are discussing ITIL with a friend. He tells you that the Configuration Management and Service Level Management processes are the most important for any organization.


32.) Of the following what are activities of the Service Desk?

1. To act as a single point of contact for Customers and end users. 2. To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities.

121 and 2

33.) Evaluation and audit is part of the security management process?


34.) How frequently should CAB and CAB/EC meetings be held?

DailyWeeklyMonthlyAs required

35.) When you are part of a Service Delivery organization you should only care about making sure your area is working well. It isn’t your problem if another area is failing


36.) Match these Problem Management activities to their descriptions:

1.) Problem control2.) Error Control3.) Proactive prevention of problems

a.) the act of identifying and recording errors, along with their assessment, monitoring, resolution and closure

b.) the act of identifying and recording problems, along with their classification and initial investigation/diagnosis

c.) the act of monitoring trends, targeting preventive action and conducting major problem reviews

1-a, 2-b, 3-c1-b, 2-a, 3-c1-c, 2-a, 3-b1-a, 2-c, 3-b

37.) The major challenge facing organizations is not aligning IT service delivery with business needs, but making sure we have the best technology in place?

Yes, technology is still the most important part of IT Service DeliveryIn every organization technology is a crucial aspect of delivery of servicesNo. technology concerns while complex are not more important than meeting customer expectations

38.) Of the following which is NOT part of Service Level Management?

Service Level RequirementService DeskService CatalogueService Improvement Plan

39.) I _____ with the premise that the major challenge in delivering good IT Service is NOT technology; it is the lack of repeatable processes

agreedisagree

40.) Which of the following statements is true?

1. IT Service Continuity Management must support the Business continuity plans. 2. Immediate recovery systems are typically the most expensive to implement. 3. No organization can afford to “Do Nothing” when a disaster strikes IT

121, 2 and 31 and 2

41.) You must use the most skilled people on the Service Desk, so that they can provide very high level support to the end users.

I agree with this statementI disagree with this statementI agree with this statement if we are setting up an expert level Service DeskI disagree with this statement as these skilled people would become bored very fast

42.) Which would NOT be a task for the Service Desk?

Managing the change to an applicationEstablishing user accountsChecking back ups have run successfullyGranting user access to low security data

43.) A simple form of measuring basic availability is to measure the proportion of time that a unit or component is available for use within the agreed service time


44.) What is the name of the average amount of time between one incident occurring and the next incident occurring?

MTBFMTBSIMTBF + MTTRMTTR

45.) The Service Desk is ONLY responsible to act as the first point of contact for end users


46.) A new application has been released across the organization. The application was not properly tested. When all the staff come in for work after the weekend they are unable to get access to the new application. Which process will FIRST notice the effect of this?

Service DeskProblem ManagementIncident ManagementRelease Management

47.) You have to send an e-mail to your colleagues about the definition of Problem Management. Which of the following descriptions would you select?

Problem Management is about classifying incidents into related problemsProblem management seeks information from Configuration Management regarding the technical nature of the infrastructureProblem Management aims to get to the root cause of Incidents and then initiate actions to improve or correct the situationProblem Management is an activity that is only performed periodically and not each day

48.) You have been asked to send some information about the services you provide to a customer in another city. Which document do you need to send them?

Operational Level AgreementUnderpinning contractService CatalogService Level Agreement

49.) You are on the evaluation panel looking at purchasing some new Service Management tools. An argument develops that the CMDB cannot be used by the Service Desk and Problem Management process owner.

I agree, the CMDB is only for tracking information about CI’sI disagree; the CMDB can be used for incidents and problem tracking. In fact, it makes sense to do this

50.) The DSL is a term that describes a logical concept that includes physical storage locations and file stores of information.


51.) You have been asked by the Service Level Manager to discuss the costs of upgrading the Wide Area Network to allow for a new group of employees who are moving into an office in a near by city. Which two processes will you need to consider at first?

Financial Management for IT Services and Capacity ManagementService Level Management and Capacity ManagementIncident Management and Change ManagementChange Management and Availability Management

52.) You are listening to a presentation on Capacity Management. The presenter lists the following activities for this process. Do you agree?

1. Modeling2. Application sizing3. Maintain the capacity plan4. Provide reports on capacity

YesNo

53.) Which is not part of the scope of Release Management?

Test EnvironmentChange EnvironmentLive or Production environmentDevelopment environment

54.) Which of the following is not a part of Financial Management for IT Services?

ChargingBudgetingAccountingProcurement

55.) The ITIL Framework defines a series of best practice processes for the efficient and effective management of IT infrastructure. Which of the following statements about the framework are correct?

1. The ITIL Framework describes the people who pay for the services delivered as users and those who utilize the services as customers. 2. There are relationships between each process to every other process.

121 and 2none

56.) You must publish a statement regarding the goal of change management. What is the best description to use?

The goal of Change Management is to reduce the cost of introducing new systems into the organizationThe goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all ChangesThe goal of Change Management is to provide a forum for people to discuss their future requirements with respect to new systems required

57.) You must present the customer with technical reports of system performance so that they can see that they are getting value for money

AlwaysNeverOnly when there is a system crashIf agreed with the customer as part of negotiation

58.) Your colleague can’t remember the ITIL name for the concept of providing something to get an end-user up and running as quickly as possible. What is the proper name?

Incident

Workaround

Root CauseService Request

59.) The terms “big bang” and “phased” implementations are usually used by which Process?

Service DeskIncident ManagementFinance ManagementRelease Management

60.) There are two processes that are most closely aligned with introducing a Change into the organization. What are these two processes?

Financial Management for IT Services and Availability Management

Capacity Management and Incident Management

Change Management and Release ManagementRelease Management and Problem Management

61.) You are in charge of putting an agreement in place between your organization and a supplier of support services from outside your company. What is the name of the document that you must create?

Operational Level Agreement (OLA)

Underpinning contract (UC)

Service Catalog (SC)Service Level Agreement (SLA)

62.) Consider the following two statements.

1. Serviceability aspects of supporting IT infrastructure are defined in an Operational level agreement2. An Operational level agreement should come under the control of the Change Management Of these statements which of the following applies?

1

2

1 and 2none

63.) Configuration management has a number of goals. From the following list, which are goals for Configuration Management?

1. Account for all the IT assets and configurations within the organization and its services2. Provide accurate information on configurations and their documentation to support all the other Service Management processes3. Provide a sound basis for Incident Management, Problem Management, Change Management and Release Management4. Verify the configuration records against the infrastructure and correct any exceptions

None of the above

All of the above

1 and 21 and 3

64.) From the following list select four (4) items that you feel would be good Key Performance Indicators for the process of Release Management.

Releases built and implemented on schedule

Number of threshold alarms exceeded

Very low number of Releases having to be backed outLow number of failures during a buildNo evidence of use of unauthorized software at any siteNumber of change related incidents

65.) Monitoring is part of the Capacity Management process. It ensures that the utilization of each resource and service is recorded. Which of the following measures is NOT something that we would measure in this activity?

CPU utilization

% CPU per transaction type

number of logons and concurrent Usersuser satisfaction levels

66.) Which of the following is true?

1. Financial Management provides costing information to SLM, for use in the Service Catalog 2. All costs must be charged to the end customer

1

2

1 and 2none

67.) Which two processes along with Service Level Management are used to instigate a Service Improvement Program (SIP)?

Problem and Capacity

Continuity and Availability

Availability and ProblemIncident and Financial

68.) As the Problem Management process owner you keep in very close contact with the Service Desk/Incident Management process owner. You learn that the overall number of incidents has

decreased over the last 6 months. You want to send out a memo to all staff that explains how your activities have led to this reduction. Will your manager give you permission to send this memo?

Yes, due to the Problem Management process Incidents will decrease

No, the lower number of incidents is due to better Incident management

Perhaps - it depends on many factors. As an example, perhaps we have been losing staff over the last 6 months and they haven’t been replaced.

69.) You are responsible for making sure that there are sufficient application resources to a group of staff that has been given a special project to complete. Which process are you involved with?

Service Level Management

Capacity Management

Availability ManagementProblem Management

70.) Of the following which are structures that should be considered when planning the Service Desk?

1. Local Service Desk2. Central Service Desk3. Virtual Service Desk

1, 2 and 3

1 and 2

1 and 32 and 3

71.) The primary characteristic of a Service Desk is that it:

Maintains ownership of an end-user issue through to completion

To always pass requests to other people for action

Manages user complaints regarding service levelsTo be responsible for the IT budgeting activity

72.) The new employee asks you what the method of depreciating assets in the company is. You know that an equal amount is written off the value of the asset each accounting period. What is this called?

Straight line method

Reducing balance method

By usage methodIncremental method

73.) From the following list which is the responsibility of the Change Management process

Identifying Components affected by Change and releasing new components into the environment

Coordinating the activities associated with major system changes and monitoring the progress of a change over time

Releasing new components into the environment and managing the Change Advisory Board (CAB) meetings

74.) What is the name of the charging mechanism where no money is exchanged between the IT Department and the customer?

Notional charging

Charge back

Cost plus pricingMarket rate

75.) Do you agree with the following statement?The Configuration Management process owner gives permission for changes to be made to CI’s

No – I disagree; the Change Manager is the person who gives permission for changes to go ahead. The Configuration Management process owner provides information to the Change Manager regarding the impact that a proposed change will have on the IT infrastructure

Yes – I agree. The Configuration Manager controls the information regarding CI’s. It is therefore appropriate that this person grants permission for changes to proceed.

76.) What is it that determines how we will charge the customers of the IT Services?

The company accountant

The IT Manager

The charging policy

The senior business managers

77.) Of the following characteristics which are important for the Service Desk staff?

1. Good interpersonal skills 2. Telephone techniques 3. Writing techniques (letter, email, voice) 4. Active listening and questioning 5. Stress and complaint management.

None

All

1, 2, 3 and 51, 3, 4 and 5

78.) The Service Desk Manager is explaining to you that part of his job is to provide reports and metrics regarding service response and resolution time to the Service Level Management process owner.Do you agree with him or not?

I agree with this statement

I disagree with this statement

79.) You have been asked to present at a meeting the purpose of the Definitive Software Library.You quickly think back to your training. Of the following what is the best description of the DSL?

A storage place for documentation in the physically secure file server room

A CD robotic system that enables high speed access to source data of applications

The term used for the library in which the authorized versions of all software Configuration Items (CIs) are stored and protectedPart of the software disposal process where master copies of software are placed for 12 months before they are destroyed

80.) Of the following which provides proper definitions of release types?

Delta Release is one part of one component, Full Release is All CI’s of one component, Package Release is all components

Delta Release is all components, Full Release is all CI’s of one component, Package Release is One part of one component

Omega Release is All components, Full Release is all CI’s of one component, Wrapped Release is one part of one componentPackage Release is all components, Full Release is all CI’s of one component, Urgent Release is one part of one component

81.) An incident is closed once the workaround has been given to the end user?

I agree with this statement

I disagree with this statement

82.) You have three IT components under your control. The maximum availability for these components is 99%, 85% and 97%. There is one other component that affects availability, but it is not controlled by you – the availability of the other component is 90%. Of the following statements which is correct?

Availability cannot be measured as some items are not under our control

Availability is calculated by adding all the percentages up and dividing by the number of components

The availability calculation is performed as part of the Service Desk processAvailability is calculated as the product of the individual availability on all components irrespective of who is in control of the components

83.) Of the following which is not an area of interest for the Configuration Management process?

Identifying IT Components

Recording IT Components

Checking IT Component Availability

84.) Of the following which is best NOT to include in the Service Catalog?

The names of the people involved

Service Description

PricesFunctional description

85.) The percentage of Service Requests closed without requiring further action is an effectiveness measure of:

Availability ManagementProblem ManagementService DeskIncident Management

86.) Status accounting is an important part of which process?

Financial Management for IT ServicesChange ManagementIncident ManagementConfiguration Management

87.) You have an unlimited budget to build the ITSCM process within your organization. What should you do?

Purchase the latest technologyDon’t spend all the money so you’re manager gives you praiseStudy the Business Continuity requirementsSet up a intermediate recovery site

88.) The risk manager of the company sends you an e-mail asking you to explain the goal of Capacity Management. Which is the best reply to send?

To ensure that all the current and future capacity and performance aspects of the business requirements are met cost effectivelyTo fill in the CDBTo provide accurate reporting on the usage of CPU cycle time on critical resourcesTo measure the impact the lack of performance of IT will have on users in the short term

89.) What is the name of the database where we would store information about Configuration Items?

The Asset tracking databaseConfiguration Management DatabaseCapacity Management DatabaseAvailability Management Database

90.) Consider the following information:

1.) Type identifier2.) Unique identifier3.) Version number4.) Copy number

Which of these should be recorded about every CI in the CMDB?

1 and 21 and 32 and 3All

91.) Of the following which is NOT an ITIL defined SLA structure

Service based SLA’sCustomer based SLA’sComponent based SLA’sMulti-level SLA’s

92.) You are asked to make changes to the CMDB so that information of IT users, IT staff and different business departments can be stored. Would you question this request or is it a reasonable thing to ask?

Yes, such information can be stored in the CMDBNo, we don’t hold information about people in the CMDBThe decision depends on the suitability of the database selected

93.) ITSCM should be planned in isolation from the business requirements


94.) Of the following which is NOT an activity of Availability Management?

To optimize the level of availability of infrastructureCreate and maintain an Availability planIdentify unrecorded Configuration ItemsOver time work to reduce the number of availability related incidents

95.) You are asked to make changes to the CMDB so that information regarding services can be stored and linked to IT components. You are also asked to make sure that you can record information about

critical documents (such as SLA’s, Service Catalogue). Would you question this request or is it a reasonable thing to ask?

No, we don’t hold information about documentation and services in the CMDBYes, such information should be stored in the CMDBThe decision will be made by a programmer who will determine if the database is capable of holding such information

96.) Of the following names which is not an appropriate name for the Service Desk?

1. Call Centre2. Help Desk3. Customer Hot Line

None – you can only use Service DeskCall Centre can only be used in low skill, high volume situationsHelp Desk can be used when the people answering the phone are called Help Desk operatorsAll the names are fine. It doesn’t matter what it’s called, it’s the activities & procedures that are important

97.) Your manager asks you to explain the purpose of Financial Management for IT Services. Of the following which is the best answer?

Financial Management is simply knowing how much we are going to spend next financial yearFinancial Management is the good management of the IT monetary resources of the organizationFinancial Management includes charging the customer for everything service we provideFinancial Management is all about keeping the organization accountants happy

98.) One of your main suppliers approaches you to discuss an arrangement of sharing facilities to be used in times of disaster. What type of arrangement will you be discussing?

Immediate arrangementIntermediate arrangementReciprocal arrangementManual work around

99.) Who is the best person to approach to find out information on the rate of change of Configuration Items (CIs)?

Capacity Management process ownerChange Management process ownerConfiguration Management process owner

100.) The availability of an IT service is calculated by looking at the one component that has the lowest overall ability.


101.) The primary difference between the ITIL process of Configuration Management and Asset Management is:

Configuration Management tracks the effect that Configuration Items (CI’s) have with the Business – their relationshipsAsset Management is a spreadsheet of hardware items held by the companyYou must have asset management in place before you can start the Configuration Management process

102.) By using the ITIL Framework we can expect to see a variety of benefits to the organization, as the IT department introduces the best practice processes. Which of the following is the most likely benefit the organization will see?

Higher flexibility and adaptability is likely to exist within the servicesA better IT procurement process leading to direct cost savingsChanges to the functional arrangement of the IT organization

103.) Data is stored about items held in the DSL and the DHS. Where is this information stored?

CDBFSCSIPCMDB

104.) You notice increasing complaints from most sections of the business regarding response time to simple transactional activities. The Capacity Manager has explained that the current resources are over-utilized during the weekdays at 09:30 to 11:30 and 14:30 to 16:00.

You have been asked to review ways to encourage business unit managers to defer non-essential, high intensity processing activities until after normal business hours.

Of the following which is the most likely way to help achieve this outcome?

Establish a committee to review current practicesIncrease the number of staff working after hoursIntroduce a Differential Charging PolicyAdd Penalty clauses to SLA’s

105.) You work on the Service Desk. You have noticed that every Monday morning you receive a lot calls regarding the unavailability of an application. Which process will benefit the MOST from learning about your findings?

Availability ManagementChange ManagementProblem ManagementIncident Management

106.) ITIL is

Just a set of books – a libraryClear processes that guarantee successThe way that an IT department should be organizedA guaranteed money saver with higher customer satisfaction levels

107.) Which of the following need NOT be recorded as part of a Change Record?

Scheduled implementation dateBack-out PlanAny CAB recommendationsThe names of the CAB members

108.) Of the following, which is not an activity or sub-process of the Capacity Management process?

Business Capacity ManagementFinancial Capacity ManagementResource Capacity ManagementService Capacity Management

109.) As the Change Manager you are responsible for reviewing proposed changes that are presented to you. You are not sure if you should record the number of changes that you reject.

You are told that by recording the number of rejected changes you can provide better metrics on this process area.

Do you agree with this statement?


110.) The procurement department of an electronics manufacturing company has recently signed a contract with a new supplier of Personal computers. The first new machines arrive and all applications used in the company must be tested on the new machines. The manufacturing company has a well structured production and test environment.

Which process authorizes the rollout of the new machines to the users?

Release ManagementService Level ManagementChange ManagementConfiguration Management

111.) Once Release Management has completely tested a minor change to be integrated into the live environment, then the rollout can begin. Do you agree with this statement?

Yes, release management is in the best position to authorize the roll-out to startNo, the change manger has to give the authority as there may be other factors that require the release to be haltedIf the Release Policy states that the release manager can authorize minor change rollouts, then the work can begin without going to the Change Manager

112.) Which of the following statement is incorrect

Problem Management may be involved when a major change occursThe Service desk monitors problems throughout there lifecyclesProblem Management is responsible for managing the resolution of problemsProblem Management is responsible for error control

113.) The successful diagnosis of a problem results in a known error. On the basis of this known error a request for change may be raised. The known error record may be closed when:

A review of the change has led to a satisfactory resultThe proposal for the change is lodged with Change managementThe request for a change is authorized by the Change Advisory BoardIncident related to the known error don’t occur any more

114.) A known error occurs when:

An error has occurred several times and has been passed to Problem ManagementAn error has occurs that has not been diagnosed and for which a circumvention does not yet existsA problem has been diagnosed and a resolution or workaround existsThe resolution of a problem has been implemented

115.) There is a network incident that affects 200 users. At the same time the Managing Director's printer has broken and he wants to print a report now. Which of the following statements can be deduced from this information ?

There is an insufficient information to determine which incident has the higher priorityThe MD's printer must be fixed because of the higher business impactBoth incidents have an equally high priorityThe network incident has a higher priority than the MD's printer because it affects a lot more people

116.) Consider the following situations:

1. An incident impact exceeds the downtime stipulated within the SLA.2. The business impact of a incident changes due to unforeseen circumstances3. The number of users impacted is greater than first thought.4. A senior manager in the customer's organization complains about the lack of progress being made on a particular incident

Which of the above could be valid reasons for the Service Desk to invoke escalation procedures ?

All2, 3 and 4None1, 3 and 4

117.) Which of the following is NOT part of the role of the Service Desk?

Providing support to the user communityResolving the root causes of incidentsActing as day to day interface between IT services and usersMonitoring the progress of incidents

118.) A new service is to go live tomorrow. Which of the following should be available at the Service Desk?

1. The Service Level manager to take the heat out of any angry confrontations very quickly2. Scripts3. The appropriate change schedule.4. Network specialists

1 and 42 and 31,2 and 3All

119.) A Service Desk is suddenly inundated with phone calls from customers who cannot work any more. After questioning callers it soon becomes clear that an important system on a central UNIX server has failed. For which of the following actions is the Service Desk NOT responsible?

The categorization of incoming callsIdentifying the cause of failureThe prioritization on incoming callsThe escalation of the incidents

120.) Following the release of a software upgrade to fix a known error, which area is responsible for ensuring that the CMDB is updated correctly?

Change ManagementProblem ManagementConfiguration ManagementRelease Management

121.) A configuration management database (CMDB) can contain different configuration items (CIs). Which of the items below would NOT normally be regarded as a CI?

A user nameA video monitorA brought in software packageA procedure

122.) A delivery of PCs is received in the goods inwards department. The status of the PC's has to be changed from "ordered" to "in stock". Which process is responsible for recording this change of status?

Financial Management for IT ServicesProblem ManagementConfiguration ManagementChange Management

123.) Change Management ensures that scheduling decisions are based on:

1. Urgency2. Impact3. Resource

1 and 22 and 31 and 3All

124.) When can the building, testing and implementation of a change begin?

If it is urgent, as soon as the Request for change has been classified.As soon as there is a back-out plan for the changeAs soon as the impact analysis has been discussed by the members of the Change Advisory BoardAs soon as the Request for Change has been formally authorized

125.) In which cases must change review take place after implementation of a change?

If another incident of the same type occurs againAlwaysAt the request of the person who submitted the change requestRandomly

126.) Which of the following activities is NOT the part of the release process?

Moving software from the DSL to the development environmentMoving software from the DSL to the live environmentMoving software from the development to the test environmentMoving software from the live environment to the DSL

127.) The words Delta, Full and Package describes different types of release. Which one of the following statements is true?

A package release always contains hardware and softwareUrgent changes are always Delta releasesA Delta Release is only ever part of a package release.A Full release releases the normal release unit into the live environment

128.) ITIL has gained worldwide acceptance courtesy of three critical factors - select the correct three:

itSMF, CCTA, IRM AcceleratorPublic Domain Framework, Best Practices Framework, Widely Available EducationPublic Practices Framework, Best Domain Framework, Widely available education

129.) Release Management staff do NOT carry out:

The planning of changes of software and hardwareThe distribution of software’s to remote location applicationsThe testing of softwares to eradicate errorsThe release and implementation of software’s into the live environments

130.) Which of the following is NOT a Problem Management Responsibility?

Ownership of an Incident throughout its lifecycleInvestigation and DiagnosisRaising Requests for ChangeMaintenance of a Known Error DataBase (KEDB)

131.) A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. The changes involved extending the "stock number" field by two positions. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing.

What is the best possible solution to be adopted by Problem Management when handling the error?

The errors are reported and, because the underlying cause is known, handled by Change management as a request for the Change with the status of "urgent change”The errors are reported as Problem at the Service Desk and , because manufacturing is involved, are directly introduced as ChangesThe errors are reported as Incidents to the Service Desk and after some research they are identified as Known Errors, which can then be changedThe errors are reported as Incidents and a Problem is identified. After the cause of the error has been established and a temporary Workaround found, it is labeled as a Known Error that can be corrected by raising a Request for Change

132.) Which of these is NOT a technique used in Capacity Management?

Application SizingDemand ManagementRoot Cause AnalysisLoad Balancing

133.) Which of the following is a responsibility of the Service Desk?

Keeping customers informed of progress on IncidentsInvestigating the causes of incidentsHandling changes to correct incidentsCalculating the cost of dealing with incidents

134.) Following the deployment of a new software package, which process is responsible for ensuring that the CMDB is updated?

Change ManagementConfiguration ManagementRelease ManagementService Level Management

135.) Consider the list below:

1. Application Sizing a) Capacity Management2. Budgeting b) Availability Management3. Security c) IT Service Continuity4. Business Impact Analysis d) IT Financial Management

Which of the following pairings are correct?

1b,2c,3d,4a1a,2d,3b,4c1c,2d,3c,4a1b,2c,3a,4d

136.) A ‘baseline’ is used in which process?

Change ManagementProblem ManagementConfiguration ManagementService Desk

137.) Kepner and Tregoe analysis is a technique used for?

Capacity ManagementIT Financial ManagementService Level ManagementProblem Management

138.) Which of the following metrics is LEAST likely to be a valid measure of the efficiency and/or effectiveness of a Change Management process?

The total number of changes arising in a monthThe percentage of changes implemented within agreed target timesThe percentage of changes that have to be backed-outThe average cost of processing a change

139.) Consider the following statements about an effective Availability Management process:

1.) Maintainability can help prevent failures occurring, thus potentially saving money and improving service levels.

2) The Security aspect of Availability Management consists of three parts: Confidentiality, Integrity and Automation

Which of these statements are correct?

Both1Neither2

140.) Consider the following statements:

1. Charging is mandatory for all organisations. 2. Budgeting is the process of calculating how much money has been spent in the previous year, and

determining where exactly it has been allocated.

Which of the above statements is/are true?

Both1Neither2

141.) Which of the following sequences is most likely to occur?

Incident – Problem – Known Error – ChangeProblem – Incident – Known Error – ChangeChange – Problem – Known Error – IncidentChange – Incident – Problem – Known Error

142.) Capacity Management is a balancing act between:

Cost versus Demand, and Capacity versus SupplyCapacity versus Availability, and Supply versus SalesCost versus Capacity, and Demand versus SupplyCapacity versus Contingency and Planning versus Resource

143.) Consider the following

i The members of the CAB are always members of the CAB/EC ii The Change Manager is the only permanent member of the CAB/EC iii The CAB sees and approves all RFCs

Which is correct?

iiiii and iiii and iiiii

144.) According to ITIL:

Problem Management is under the control of Incident ManagementChange Management is under the control of Configuration ManagementRelease Management is under the control of Change ManagementService Level Management is under the control of IT Service Continuity

145.) The main objective of the Availability Management process is to:

Deliver 100% availability to the businessNegotiate the availability requirements of the business with the clientsEnsure that the systems have the correct Capacity to supply the required availabilityDeliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives

146.) Which of the following are assessed in a Risk Assessment Model in order to find out the countermeasures needed?

Capability, Contingency and ImpactAssets, Services and systemsConfidentiality, Integrity and AvailabilityAssets, Threats and Vulnerabilities

147.) The DSL and DHS are controlled by which process?

Release ManagementChange ManagementService Level ManagementConfiguration Management

148.) In Incident Management, Priority is usually a combination of:

Impact & AvailabilityUrgency & time recordedUrgency & ImpactWorkload & Resources

149.) Indirect Costs are made up of:

Hardware & SoftwareMarketing & SalesDirect Costs + Cost ElementsAbsorbed & Unabsorbed Overheads

150.) Which of the following is not a Configuration Item when talking about a PC?

Base UnitSoftware PackageSerial NumberMonitor

151.) Which of the following is NOT a Service Support Process?

Service DeskProblem ManagementIncident ManagementChange Management

152.) Consider the following lists

1) CMDB a) Change Management 2) CFIA b) Service Level Management 3) MTTR c) Configuration Management 4) CAB d) Availability Management

Which of the following pairings are correct?

1b, 2d, 3c, 4a1a, 2d, 3b, 4c1c, 2d, 3d, 4a1b, 2c, 3a, 4d

153.) Which of the following is NOT an option for a type of Service Desk?

LocalGlobalCentralVirtual

154.) An Operational Level Agreement is:

An agreement between the IT Department and its customersA Contract between an IT Department and its SuppliersAn agreement between the Customer and the SupplierAn agreement between internal IT Departments

155.) An Immediate (Hot) Recovery occurs in:

24 to 72 HoursUp to 24 Hours72 Hours Plus1 Week

156.) The Service Desk has taken a request for the installation of Windows XP in the Finance department. Which two ITIL Processes would control and implement this request?

Change and ReleaseService Desk and Configuration ManagementService Desk and Release ManagementIncident and Change Management

157.) Which of the following is the responsibility of the Problem Manager?

Making sure that the initial Incident is loggedAllocating the priority to the RFC raised to resolve a problemDeveloping and maintaining an Error Control systemNegotiating Problem Management Targets with the Customer

158.) Planning, Identification, Control, Status Accounting, Verification and Audit are activities associated with which ITIL Process?

Service DeskConfiguration ManagementFinancial ManagementProblem Management

159.) A client would like to find out what the Service Hours are for the Finance System Service. Which Document are they MOST likely to find this information in?

Capacity PlanIT Service Continuity PlanService Level AgreementCAB Minutes

160.) An incident is:

The unknown underlying causeAn event which causes an interruption to a ServiceWhen the underlying cause is knownA Request For Change

161.) From a well-informed User’s perspective, which of the following is a likely sequence in the management of a service failure?

Incident Management, Change Management, Release Management, Problem ManagementIncident Management, Problem Management , Release Management, Change ManagementIncident Management, Problem Management, Change Management, Release ManagementChange Management, Incident Management, Release Management, Problem Management

162.) Which best describes a DELTA Release?

Only those CIs that have actually changed since the last releaseAll components of the software are released togetherA group of individual releases combined togetherThe fourth release in a series of releases

163.) Which is NOT a benefit that can be gained from implementing Capacity Management?

Optimisation of equipment and elimination of unnecessary spare capacityFrequency and duration of IT failures is reducedDeferred Expenditure and elimination of expensive Panic buyingMore confident and improved forecasting of Capacity needs for an organisation

164.) Which part of the Change process can be left out in an Emergency Change?

AuthorisationTestingBuildChange Review

165.) Consider the following statements

i) The IT Service Continuity Plan includes the Business Continuity Plan.ii) The IT Service Continuity Plan ensures the survival of a Business by reducing the impact of a disaster.iii)The IT Service Continuity Plan should be tested on completion, after major changes, and at least annually.

Which is true ?

AllNonei and iiii and iii

166.) Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this was found. Which processes other than Incident Management are involved in determining a long term structural solution?

Change, Configuration, Problem and Release ManagementConfiguration, Problem and Change ManagementChange and Release ManagementChange, Configuration and Release Management

167.) Which of the following is a list of typical cost elements?

Capacity, Availability, Equipment, Staff, Contingency, OverheadsHardware, Software, People, Accommodation, External Services, TransferHardware, Software, Staff, Systems, Vehicles, Networks

168.) Which ITIL process is considered to have Reactive and Proactive parts?

Service Level ManagementIT Service ContinuityProblem ManagementConfiguration Management

169.) The Service Desk has received the following calls; a user in the finance department has got a blank screen; a Manager cannot access a finance package, another user cannot retrieve his e-mail; the Finance Director cannot print out his current finance report. Who would look for links between these calls?

Incident ManagerChange ManagerProblem ManagerConfiguration Manager

170.) With regard to the relationship between the Incident Management process and the Problem Management process, validate the following statement. "A Problem CAN exist without a corresponding Incident"

TrueFalse

171.) Which of the following is not likely to be an input for the Change Management process?

RFCsCMDB InformationIncident InformationForward Schedule of Changes (FSC)

172.) Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an Incident to the restoration of the Service:

TrueFalse

173.) ITIL define 3 different types of Release. These include:

Complete, Medium, SmallPackage, Medium, FullMedium, Package, CompleteDelta, Full, Package

174.) Which of the following are examples of an "IT Service"?

EmailOracle DatabaseBilling SystemLocal Area Network

175.) Your colleague is a Service Desk Manager in a fairly large organisation. He has asked you to assist him in documenting the goal of the Incident Management Process. Choose the best statement

The primary goal of the Incident Management process is to restore normal service as quickly as possible following loss of serviceThe primary goal of the Incident Management process is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT InfrastructureThe primary goal of the Incident Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Incidents

176.) Which of the following statements is incorrect?

Problem Management may be involved when a major incident occursThe Service Desk monitors problems throughout their lifecycleProblem Management is responsible for managing the resolution of problemsProblem Management is responsible for Error Control

177.) The successful diagnosis of a Problem results in a Known Error. On the basis of this Known Error, aRequest for Change (RFC) may be raised. The Known Error may be closed when:

A review of the Change has led to a satisfactory resultThe proposal for the Change is lodged with Change ManagementThe RFC is authorised by the CABIncidents related to the Known Error do not occur anymore

178.) A known Error occurs when:

An error has occurred several times and has been passed to Service ManagementAn error occurs that has not been diagnosed and for which a work-around does not existsA Problem has been diagnosed and a resolution or work-around existsThe resolution of the Problem has been implemented

179.) What is the MAIN difference between a CMDB and a typical asset register?

A CMDB is a computerized system – most asset registers are notThere is no differenceMore than just hardware is recorded in the CMDBA CMDB is a DataBase that links it’s contents together

180.) Under an ITIL Change Management process, once a Change has been built, who should undertake the testing?

Change Builder (Release Management)Change ManagerCABAn Independent Tester

181.) Which of the following statements are true?

The CAB should ensure that the proposed changes are assessed for:

1.) The likely impact on IT Service Continuity plans2.) The effect of not implementing the Change

3.) The resources required to implement the Change

4.) The likely impact on capacity and performance

1,2 and 3All2,3 and 41,2 and 4

182.) Customers find that during acceptance tests, response times do not always meet the levels specified in the Service Level Requirement. Nevertheless they decide to introduce the new application.

Which process is responsible for seeking the underlying cause of this shortcoming AFTER the “Go Live”?

Availability ManagementApplication DevelopmentProblem ManagementService Level Management

183.) Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred?

Detection, Repair, Recovery, Restoration, DiagnosisDetection, Recovery, Repair, Restoration, DiagnosisDetection, Diagnosis, Recovery, Repair, RestorationDetection, Diagnosis, Repair, Recovery, Restoration

184.) Which of the following describes the normal sequence of events for fault resolution?

Problem-Incident-Change-Known ErrorIncident-Problem-Change-Known ErrorIncident-Problem-Known Error-ChangeProblem-Incident-Known Error-Change

185.) Which of the following will NOT be provided by an ITIL-based Service Desk?

Reduced requirement of IT knowledge throughout the user communityEffective correction of the root cause of incidentsEarly warning of the potential business IT operational failuresKeeping users informed

186.) Which incidents should be logged by the Service Desk?

Only incidents not resolved at loggingOnly incidents from bona-fide customersAll incidents except simple queriesAll incidents

187.) The Service Desk has a number of core activities. Which of the lists below most closely represents these activities?

Incident Management, direct user support, problem identification, delivery of management informationIncident Management, informing users, direct user support, delivery of management informationIncident Registration, to give support and to classify, to research and diagnose, to escalate incidents, to solve and to repairIncident Registration, to give support and to classify, to research and diagnose, to solve and to repair

188.) In which of the following circumstances is requesting an urgent change justified?

Only one small component requires changing and it is unlikely to affect any other componentsThe CAB meeting has been cancelled because most of the members are unavailable at the time previously agreedThe supplier has advised that previous versions will not be supported very much longerThe Change is needed to correct an error on a business critical system

189.) Within an ITIL-compliant Change Management process, who decides on the categorisation of a proposed change?

Change ManagerChange Advisory BoardChange RequestorChange Implementor

190.) Consider the following statements:

1.) Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of Changes2.) Change Management controls all aspects of the Change process

Which of these statements is true?

1none2both

191.) Consider the following periodic metrics:

1.) Number of Changes implemented during the period, in total and CI2.) Number of Changes backed out, by reason3.) Number of Known Errors cleared4.) Number of Change Management staff training records complete and up to date

Which of these are valid performance indicators for the Change Management?

1,2 and 32,3 and 41,2 and 4All

192.) Which of the following is NOT a responsibility of the Release Management process?

Distributing softwareThe physical aspects of software controlHelping to determine the software release policyEnsuring that the CMDB entries concerning software CIs are verified

193.) Which is the correct combination of the concepts of Service Management?

1.) Risks A.) Capacity Management2.) Reliability B.) Release Management3.) Thresholds C.) Availability4.) Roll-outs D.) IT Service Continuity Planning

1-B, 2-A, 3-D, 4-C1-C, 2-A, 3-D, 4-B1-D, 2-C, 3-A, 4-B1-C, 2-D, 3-B, 4-A

194.) One of Release Management’s tasks is to set up the DHS. Which of the following statements best describes the DHS?

A DHS is a number of physical locations where baselines are storedThe DHS is a tool for releasing hardware into the live environmentA DHS is an area set aside for the secure storage of definitive hardware sparesA DHS is a database in which all the definitive hardware Configuration Items are stored

195.) Problem Management includes several core activities. Which one of the following most accurately summarizes them?

Problem Control, Error Control, Management ReportingIdentification, Control, Status Accounting, VerificationIncident Control, Severity Analysis, Support Allocation, ReportingIdentification, Severity Analysis, Support Allocation, Investigation

196.) One of the objectives of Problem Management is to minimise the impact of problems on IT Services. Which one of the following is NOT a responsibility of Problem Management?

Maintaining relationships with Third-Party suppliersWorking with Availability Management to ensure agreed levels of service availabilityKnown-Error managementAlways taking control of difficult incidents

197.) Which of the tasks below is regarded as proactive?

1.) Control of Known Errors2.) Reviewing Incident & Problem analysis reports to identify trends3.) Preventing Problems in one service from being replicated in another4.) Identifying the root cause of Incidents

1 and 41,2 and 32 and 31 and 3

198.) The primary responsibility of Incident Management is:

Keeping customers informed about future problemsMatching Incidents with Known ErrorsRestoring the service following an IncidentRaising multiple Incidents to Problem Management

199.) The Service Desk is informed that a user has forgotten her password after her holiday. This only affects the one user. The Service Desk and the user are both aware that solving this Incident will only take a few minutes. From the above information, you would say that:

Impact is highPriority is highUrgency is highNothing can be said about the Impact, Priority or Urgency

200.) Consider the following metrics:

1.) Number of Incidents closed without onward referral2.) Number of Incidents categorized at logging3.) Number of Hardware faults reported

Which of these are valid performance indicators for the Service Desk?

All1 and 21 and 3None

Documents

ITIL Foundations - 200 Sample Questions