Term
| What is the main usage of Kepner and Tregoe analysis and lshikawa diagrams? |
|
Definition
| A. structural problem analysis and diagnosis |
|
|
Term
| Which ITIL process matches incidents with known errors and problems? |
|
Definition
|
|
Term
Which ITIL process is actually responsible for replacing hardware listed in
the Service Catalog? |
|
Definition
|
|
Term
Which ITIL process handles new workstation installations according to
standard procedures? |
|
Definition
|
|
Term
Which document covers service hours, service availability, service
reliability, support and throughput? |
|
Definition
|
|
Term
| What does the acronym RFC denote? |
|
Definition
|
|
Term
| What does the acronym SLA denote? |
|
Definition
| A. Service Level Agreement |
|
|
Term
In the Configuration Management Database (CMDB), which term is used to
describe the depth of the database structure? |
|
Definition
|
|
Term
|
Definition
| A. the underlying cause of an incident |
|
|
Term
Which ITIL process must record version and license information for a new
application? |
|
Definition
| A. Configuration Management |
|
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Term
| Who leads any change discussions that occur? |
|
Definition
|
|
Term
| What must be done initially when an incident is reported? |
|
Definition
| A. Record the incident, and assign an incident number |
|
|
Term
Which entity describes services that can supplied, including service details
and personnel responsible for ensuring that levels are maintained? |
|
Definition
|
|
Term
Which ITIL process records and describes all components in the IT
infrastructure? |
|
Definition
| A. Configuration Management |
|
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Term
| Which Problem Management activity generates Requests for Change (RFCs)? |
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Definition
| A. Problem Management and Change Management |
|
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Term
| What should determine the level of approval for a change? |
|
Definition
| A. the size or risk of the change |
|
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Term
Your organization's manufacturing facility is adding a second shift each day
to keep up with manufacturing demands. Management has requested the Service
Desk personnel be available during the second shift to handle incidents.
Which ITIL process should create the cost agreement for the extra Service
Desk shift? |
|
Definition
| A. Service Level Management |
|
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Term
| Of which issue is a fogotten password an example? |
|
Definition
|
|
Term
| Which process preserves associations between assets? |
|
Definition
| A. Configuration Management. |
|
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Term
| For which of the following activities is the Service Desk NOT responsible? |
|
Definition
| A. Root Cause identification |
|
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Term
| Which of these is not part of Capacity Management? |
|
Definition
|
|
Term
Following the release of a software upgrade to a fix known error, which
process is responsible for ensuring that the CMDB has been updated
correctly? |
|
Definition
| A. Configuration Management |
|
|
Term
Consider the following situations:
1. An incident exceeds the downtime supplied within a SLA
2. The business impact of an incident increases due to unforeseen
circumstances
3. The number of users impacted by an incident is greater than first thought
4. A senior manager in the customers’ organisation complains about the lack
of progress being made on a particular incident. |
|
Definition
|
|
Term
A customer has requested a review of charges for services provided under an
SLA. Within the SLA there is a provision for this. Who will review the
charges with the customer |
|
Definition
| A. The Service Level Manager |
|
|
Term
Which of the following is the last activity in the Problem Management
process? |
|
Definition
A. Closing the Problem record, having completed all Problem Management
activities. |
|
|
Term
Which of the following could be considered a valid reason for a business not
having any continuity plans for a specific IT Service? |
|
Definition
A. A management decision has been made following a business impact
assessment. |
|
|
Term
| Which of the following is NOT a Problem Management responsibility |
|
Definition
| A. Ownership of an incident throughout its lifecycle |
|
|
Term
| Which of the following is NOT a Problem Management responsibility? |
|
Definition
| A. Ownership of an incident throughout its lifecycle |
|
|
Term
Change Management ensures that scheduling decisions are based on:
1. Urgency
2. Impact
3. Resource |
|
Definition
|
|
Term
Writing of an equal amount of an asset’s value each year, usually a fixed
percentage of cost, is known as … |
|
Definition
|
|
Term
When establishing a new SLA, which of the following should the Service Level
Manager take into account?
1. The new SLA can meet the targets agreed with the customer
2. That the condition in other existing SLAs can continue to be met
3. That the possible impact of changes to the SLA can be identified.
Of the above, which is true? |
|
Definition
|
|
Term
There is a Network Incident that affects 200 desktops. At the same time the
Managing Director’s printer has broken and he wants a report now. Which of
the following statements can be deduced from this information? |
|
Definition
A. There is insufficient information to determine which incident has the
higher priority |
|
|
Term
| Which of the following is NOT a concern of Resource Capacity Management? |
|
Definition
| A. Differential charging for exceptional workloads |
|
|
Term
Under an ITIL Change Management Process, once a change has been built, who
should undertake testing? |
|
Definition
|
|
Term
Consider this list:
1. Analytical
2. Simulation
3. Demand
4. Resource
Which of those listed above are the techniques of IT Modelling? |
|
Definition
|
|
Term
A Known error occurs when:
An error has occurred several times and has been passed to Problem
Management
An error occurs that has not been diagnosed and for which a circumvention
does not yet exist
A problem has been diagnosed and a resolution or circumvention exists
The resolution of a problem has been implemented |
|
Definition
| A. A problem has been diagnosed and a resolution or circumvention exists |
|
|
Term
The term “variant” is best used to describe:
Unauthorised or Illegal versions of software
An incident which has the same impact as an existing known error but a
different root cause
A CI based on another, but with minor amendments applied
The difference between forecast and actual resource usage. |
|
Definition
| A. A CI based on another, but with minor amendments applied |
|
|
Term
Consider the following information:
1. Type identity
2. Unique identifier
3. Version Number
4. Copy Number
Which of the above details must be recorded for every CI in the CMDB? |
|
Definition
|
|
Term
Which of the following is NOT a responsibility of the IT Service Continuity
planning team?
Outlining possible measures to protect an IT Service
Deciding the business criticality of an IT Service
Testing the plans for recovery of an IT Service
Identifying the risks to an IT Service |
|
Definition
| A. Deciding the business criticality of an IT Service |
|
|
Term
Which of the following abbreviations most accurately represents “downtime”?
a. MTTR
b. CFIA
c. MTBF
d. MTBSI |
|
Definition
|
|
Term
Which of the correct combinations of terms and Service Management processes?
1. CMDB A. Availability Management
2. CFIA B. Release Management
3. DHS C. Service Level Management
4. OLA D. Configuration Management |
|
Definition
|
|
Term
Which of the following activities is the responsibility of Change
Management?
a. Reviewing changes to ensure they have worked
b. Creating a change to rectify a known error
c. Determining the release strategy for a major change
d. Implementing a software change at a remote site |
|
Definition
| A. Reviewing changes to ensure they have worked |
|
|
Term
Within an ITIL Compliant Change Management Process, who decides on the
categorisation of a proposed change?
a. Change Manager
b. Change Advisory Board
c. Change Requestor
d. Change Implementer |
|
Definition
|
|
Term
An advantage of a gradual recovery portable approach is that:
a. Restoration of telecommunications will be simple
b. It can be established in a convenient location
c. It is the cheapest option
d. Access to the site will be available immediately |
|
Definition
| A. It can be established in a convenient location |
|
|
Term
Which of the following is NOT a part of the Release Process?
Moving software from the DSL to the Development Environment
Moving software from the DSL to the Live Environment
Moving software from the DSL to the Live Environment
Moving software from the live environment to the DSL |
|
Definition
| A. Moving software from the "live" environment to the DSL |
|
|
Term
Charging business users a premium rate for using resources at peak time is
known as?
a. Peak Resource Charging 1100 33.51%
b. Differential charging 1867 56.88%
c. Notional Charging 237 7.22%
d. Discounting 78 2.37% |
|
Definition
|
|
Term
Which of the following statements best describes the Definitive Software
Library?
A secure software library containing all versions of software CIs in their
definitive, quality controlled form
A logical library held securely on a computer, containing all versions of
software CIs
A Secure physical library containing the latest version of every software CI
in a quality controlled manner
A Logical library, held securely on computer, containing the latest version
of every software CI |
|
Definition
A. A secure "software library" containing all versions of software CIs in
their definitive, quality controlled form |
|
|
Term
Which is the correct combination of concepts and Service Management
processes?
1. Risks
A. Capacity Management
2. Reliability
B. Release Management
3. Thresholds
C. Availability Management
4. Roll-Outs
D. IT Service Continuity Plan |
|
Definition
a. 1-B, 2-A, 3-D, 4-C 152 4.73%
b. 1-C, 2-A, 3-D, 4-B 389 12.12%
c. 1-D, 2-C, 3-A, 4-B 2506 78.14%
d. 1-C, 2-D, 3-B, 4-A 160 4.98% |
|
|
Term
While making an Urgent Change to the IT Infrastructure, which of the
following statements most accurately reflects the guidance contained in
ITIL? |
|
Definition
| Answer - Testing of changes will always take place if time permits. |
|
|
Term
| Risk assessment is NOT a major part of which of the following processes? |
|
Definition
| Answer - Service Level Management |
|
|
Term
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 deducted from this information? |
|
Definition
Answer. There is insufficient information to determine which information has
the higher priority. |
|
|
Term
An IT organization's charging system registers an unexpected annual loss.
Which of the following factors might explain this discrepancy?
1. Charges may have been set too high, discouraging use
2. Costs may have been higher than expected.
3. A loss of customers may have occurred. |
|
Definition
|
|
Term
| Key features of all IT services are recorded in .... |
|
Definition
| Answer - The Service Catalog |
|
|
Term
A delivery of PCs is received in the receiving department. The status of
the PCs has to be changed from "ordered" to "in stock." Which process is
responsible for recording this Change of status |
|
Definition
| Answer - Configuration Management. |
|
|
Term
| The CAB/EC has the responsibility for: |
|
Definition
| Answer - Considering Urgent Changes with high impact. |
|
|
Term
A customer has requested a review of charges for services provided under an
SLA. Within the SLA there is provision for this. Who will review with the
customer? |
|
Definition
| Answer - The Service Level Manager. |
|
|
Term
What information does the Incident Management process provides to IT
Management? |
|
Definition
| Answer: The number of incidents per category |
|
|
Term
Which of the following is NOT a benefit of an effective Incident Management
process?
A. Reduced number of problems
B. Reduced impact of incidents on the business
C. Improved customer and user satisfaction
D. Fewer 'lost' incidents |
|
Definition
| Answer: Reduced number of problems. |
|
|
Term
An organization's IT Service Continuity Plan should be tested:
1. Initially and following any significant Changes
2. Following a disaster
3. At least once a year
4. All of the above |
|
Definition
| Answer - All of the above |
|
|
Term
Which one of the following statements most fully describes the activities of
Problem Management? |
|
Definition
Answer -
Problem Management consists of Problem and Error Control, producing
Management Information and preventing Problems. |
|
|
Term
At company X, the cause of repetitive software failures is found after
intensive diagnosis. The supplier is working on a "patch" (a piece of
software that will eliminate the error). Before the patch is installed, a
user observes the same failure again and reports it to the Service Desk.
Problem Management has already provided the Work-around to the Service Desk.
Must the Service Desk record this report as an incident? |
|
Definition
| Answer: Yes, all service failures must be recorded as incidents. |
|
|
Term
| The order in which a series of Problems are addressed must be based on..... |
|
Definition
| Answer: The priority of the Problem. |
|
|
Term
Which of the following activities are a part of Capacity Management?
1. Application Development
2. Demand Management
3. Resource Management
4. Modeling |
|
Definition
|
|
Term
What is the consequences of the Configuration Management's scope being too
broad?
1. Certain Problems cannot be analyzed because of the lack of information.
2. Certain parts of the infrastructure cannot be checked and managed
properly.
3. There are insufficient guarantees that the information in the CMDB
accurately reflects the status of the actual infrastructure.
4. All of the above. |
|
Definition
|
|
Term
Availability Management is responsible for....
1. Understanding the reliablity of components to carry out a required
function under certain conditions over a certain period of time.
2. The ease with which maintenance of a service can be carried out
3. Negotiating availability levels with customers
Which of these are correct? |
|
Definition
|
|
Term
For which of the following processes is the determination of priorities
based on impact and urgency an essential activity? |
|
Definition
| Answer: Change Management. |
|
|
Term
Consider the following statements:
1. A Service Level Agreement is a document that defines measurable levels of
service to be achieved by the service provider.
2. A Service Level Agreement is a guarantee that the most important
applications will always be available to the customer?>
Are these statements correct? |
|
Definition
|
|
Term
| What influences the initial priority of an Incident? |
|
Definition
| Answer: The impact, urgency and the expected effort to resolve the incident. |
|
|
Term
In determining Service Levels, which of the following processes would be
expected to make the greatest contribution? |
|
Definition
| Answer: Service Level Management and Availability Mgmt |
|
|
Term
The computer equipment and applications software should be recorded in the
CMDB. Which other elements of the service should be recorded in the CMDB?
1. Data communications equipment
2. Documentation
3. Support Staff |
|
Definition
|
|
Term
Consider the following statements.
1. In order to calculate the prices to be charged for IT services, it is
necessary to have information about the anticipated use that will be made of
those services.
2. Charges, at best, should be expressed in business based units and capable
of being influenced by the customer.
Are these statements true? |
|
Definition
|
|
Term
Consider the following statements:
1. An SLA is a contract drawn up by an IT department which states what the
customer may or may not do with his computer.
2. A Service Catalog describes the services that the IT department offeres
to customers.
Are these statements correct? |
|
Definition
|
|
Term
A manufacturer claims that his new mainframe computer has an MTBF of 5000
hours.
What does this mean? |
|
Definition
| Answer: That the mainframe computer has an average life of 5000 hours. |
|
|
Term
Which of the following statements is NOT true?
1. Service level agreements must always describe the penalties for not
meeting the Service Levels.
2. Operational Level Agreements and Underpinning Contracts should be drawn
up to match Service Levels specified in Service Level Agreements
3. Every service Level Agreement should state when the next service reviews
should be held.
4. Service Level Agreements should only contain Service Levels that are
measurable. |
|
Definition
Answer:
Service level agreements must always describe the penalties for not meeting
the Service Levels |
|
|
Term
Consider the following statements:
1. By definition, an urgent incident has the highest priority.
2. An incident has a low impact if it only causes minor degradation from the
normal level of service for a small number of users.
Are these statements true? |
|
Definition
| Answer: Only the second one. |
|
|
Term
Charging business users a premium rate for using resources at peak times is
known as: |
|
Definition
| Answer: Differential charging |
|
|
Term
Consider the following examples of cost elements:
1. Accommodation of rental fees
2. Mainframe purchase
3. Hardware maintenance
4. Toner cartridges
Which of these are usually regarded as operational expenditure? |
|
Definition
|
|
Term
Consider the list:
1. Analytical
2. Simulation
3. Demand
4. Resource
Which of those listed above are techniques of IT Modeling? |
|
Definition
|
|
Term
During the implementation of a new word processing system on a number of
local area networks, it transpires that a unique driver must be installed on
each local area network router for the system to work correctly.
Which process is responsible to ensure that the drive is installed on each
local are network router? |
|
Definition
| Answer: Release Management. |
|
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