ITIL Exam Sample With Answer

1. Which of the following statements is INCORRECT?
A. Problem Management ma be in!ol!e" when a ma#or inci"ent occ$rs
%. The &er!ice 'es( monitors )roblems thro$gho$t their lifeccles
C. Problem Management is res)onsible for managing the resol$tion of )roblems
'. Problem Management is res)onsible for Error Control
*. +or which of the following acti!ities is the &er!ice 'es( NOT res)onsible?
A. Im)act analsis
%. Root ca$se i"entification
C. Categorisation an" )rioritisation
'. Escalation
,. Which of these is not )art of Ca)acit Management?
A. T$ning
%. 'eman" Management
C. A))lication si-ing
'. Maintainabilit
.. +ollowing the release of a software $)gra"e to fi/ a (nown error0 which )rocess is res)onsible for ens$ring
that the CM'% has been $)"ate" correctl?
A. Change Management
%. Problem Management
C. Config$ration Management
'. Release Management
1. Consi"er the following sit$ations2
1 An inci"ent e/cee"s the "owntime sti)$late" within a &3A
* The b$siness im)act of an inci"ent increases "$e to $nforeseen circ$mstances
, The n$mber of $sers im)acte" b an inci"ent is greater than first tho$ght
. A senior manager in the c$stomer4s organisation com)lains abo$t the lac( of )rogress being ma"e on a
)artic$lar inci"ent
Which of the abo!e co$l" be !ali" reasons for the &er!ice 'es( to in!o(e escalation )roce"$res?
A. All fo$r
%. *0 , 5 .
C. 10 * 5 ,
'. 10 , 5 .
6. A c$stomer has re7$este" a re!iew of charges for ser!ices )ro!i"e" $n"er an &3A. Within
the &3A there is )ro!ision for this. Who will re!iew the charges with the c$stomer?
A. The IT +inance Manager
%. The Config$ration Manager
C. The &er!ice 3e!el Manager
'. The Change Manager
8. Which of the following is the last acti!it in the Problem Management )rocess?
A. The referral of an associate" R+Cs to Change Management
%. 3og the )roblem
C. Closing the Problem Recor"0 ha!ing com)lete" all Problem Management acti!ities
'. Initiating a re!iew of the )roblem an" its im)act
9. Which of the following co$l" be consi"ere" a !ali" reason for a b$siness not ha!ing an contin$it )lans for a
s)ecific IT ser!ice?
A. The IT "e)artment "oes not ha!e the s(ills for "e!elo)ing contin$it )lans
%. The IT "e)artment has ma"e a "ecision that the ris( of "isaster is small
C. The b$siness "oes not ha!e time to be in!ol!e" in )re)aring contin$it )lans
'. A management "ecision has been ma"e following a b$siness im)act assessment
:. Which of the following is NOT a Problem Management res)onsibilit?
A. Ownershi) of an inci"ent thro$gho$t its lifeccle
%. In!estigation 5 'iagnosis
C. Raising Re7$ests for Change
'. Maintenance of a (nown error "atabase
1;. Change Management ens$res that sche"$ling "ecisions are base" on2
1 <rgenc
* Im)act
, Reso$rce
Which of the abo!e are correct?
A. 1 5 *
%. All three
C. 1 5 ,
'. * 5 ,
11. Writing=off an e7$al amo$nt of an asset4s !al$e each ear0 $s$all a fi/e" )ercentage of cost0 is (nown as >
A. Transfer costs
%. 'isco$nte" cash flow
C. Net boo( !al$e
'. 'e)reciating
1*. When establishing a new &3A which of the following sho$l" the &er!ice 3e!el Manager ta(e into acco$nt?
1 That the new &3A can meet the targets agree" with the c$stomer
* That the con"itions in other e/isting &3As can contin$e to be met
, That the )ossible im)act of changes to the &3A can be i"entifie"
Of the abo!e0 which are tr$e?
A. 1 5 *
%. * 5 ,
C. 10 * 5 ,
'. 1 5 ,
1,. There is a networ( inci"ent that affects *;; "es(to)s. At the same time the Managing 'irector4s )rinter has
bro(en an" he wants to )rint a re)ort now. Which of the following statements can be "e"$ce" from this
information?
A. There is ins$fficient information to "etermine which inci"ent has the higher )riorit
%. The Managing 'irector4s )rinter m$st be fi/e" beca$se of the higher b$siness im)act
C. %oth inci"ents ha!e an e7$all high )riorit
'. The networ( inci"ent has a higher )riorit then the Managing 'irector4s )rinter beca$se it affects a
lot more )eo)le
1.. Which of the following is NOT a concern of Reso$rce Ca)acit Management?
A. 'ifferential charging for e/ce)tional wor(loa"s
%. Establishing the )rofile of $se of CIs
C. Resilience of CIs
'. ?nowle"ge of alternati!e technologies
11. <n"er an ITI3 Change Management )rocess0 once a change has been b$ilt0 who sho$l"
$n"erta(e testing?
A. The change b$il"er
%. The Change Manager
C. The Change A"!isor %oar"
'. An in"e)en"ent tester
16. Consi"er this list2
1 Analtical
* &im$lation
, 'eman"
. Reso$rce
Which of those liste" abo!e are techni7$es of IT Mo"elling?
A. , 5 .
%. 1 5 *
C. * 5 ,
'. 1 5 .
18. A (nown error occ$rs when
A. An error has occ$rre" se!eral times an" has been )asse" to Problem Management
%. An error occ$rs that has not been "iagnose" an" for which a circ$m!ention "oes not et e/ist
C. A )roblem has been "iagnose" an" a resol$tion or circ$m!ention e/ists
'. The resol$tion of a )roblem has been im)lemente"
19. Which of the following is NOT tr$e?
A. Maintaining the agree" le!el of "ata confi"entialit is a concern of A!ailabilit Management
%. A!ailabilit Management sho$l" contrib$te to the "esign an" "e!elo)ment of new software )ro"$cts
C. A!ailabilit Management negotiates a!ailabilit le!els with c$stomers to ens$re that their
re7$irements are met.
'. A!ailabilit Management is concerne" with the )erformance of har"ware CIs
1:. The term @!ariant4 is best $se" to "escribe
A. <na$thorise" or illegal !ersions of software
%. An inci"ent which has the same im)act as an e/isting (nown error b$t a "ifferent root ca$se
C. A CI base" on another0 b$t with minor amen"ments a))lie"
'. The "ifference between forecast an" act$al reso$rce $sage
*;. Consi"er the following information2
1 T)e i"entit
* <ni7$e i"entifier
, Aersion n$mber
. Co) n$mber
Which of the abo!e "etails m$st be recor"e" for e!er CI in the CM'%
A. 1 5 *
%. 10 , 5 .
C. All of them
'. * 5 ,
*1. Which of the following is NOT a res)onsibilit of the IT &er!ice Contin$it )lanning team?
A. O$tlining )ossible meas$res to )rotect an IT ser!ice
%. 'eci"ing the b$siness criticalit of an IT ser!ice
C. Testing the )lans for reco!er of an IT ser!ice
'. I"entifing the ris(s to an IT ser!ice
**. Which of the following abbre!iations most acc$ratel re)resents @"owntime4?
A. MTTR
%. C+IA
C. MT%+
'. MT%&I
*,. Which is the correct combination of terms an" &er!ice Management )rocesses?
1 CM'% A A!ailabilit Management
* C+IA % Release Management
, 'B& C &er!ice 3e!el Management
. O3A ' Config$ration Management
A. 1='0 *=C0 ,=A0 .=%
%. 1='0 *=A0 ,=%0 .=C
C. 1=%0 *=A0 ,=C0 .='
'. 1=C0 *='0 ,=%0 .=A
*.. Which of the following best "escribes @reliabilit4?
A. The combination of confi"entialit0 integrit an" maintainabilit
%. The abilit of a ser!ice to remain f$nctional e!en tho$gh some com)onents ha!e faile"
C. The abilit of a CI to remain f$nctional $n"er gi!en con"itions
'. The abilit of a CI to be retaine" in0 or restore" to0 an o)erational state
*1. Which of the following acti!ities is the res)onsibilit of Change Management?
A. Re!iewing changes to ens$re the ha!e wor(e"
%. Creating a change to rectif a (nown error
C. 'etermining the release strateg for a ma#or change
'. Im)lementing a software change at a remote site
*6. Within an ITI3 com)liant Change Management )rocess0 who "eci"es on the categorisation of
a )ro)ose" change?
A. Change Manager
%. Change A"!isor %oar"
C. Change Re7$estor
'. Change Im)lementer
*8. An a"!antage of a gra"$al reco!er )ortable a))roach is that2
A. Restoration of telecomm$nications will be sim)le
%. It can be establishe" in a con!enient location
C. It is the chea)est o)tion
'. Access to the site will be a!ailable imme"iatel
*9. Which of the following acti!ities is NOT )art of the release )rocess2
A. Mo!ing software from the '&3 to the "e!elo)ment en!ironment
%. Mo!ing software from the '&3 to the li!e en!ironment
C. Mo!ing software from the "e!elo)ment to the test en!ironment
'. Mo!ing software from the li!e en!ironment to the '&3
*:. Charging b$siness $sers a )remi$m rate for $sing reso$rces at )ea( times is (nown as2
A. Pea( reso$rce charging
%. 'ifferential charging
C. Notional charging
'. 'isco$nting
,;. Which of the following statements best "escribes the 'efiniti!e &oftware 3ibrar?
A. A sec$re software librar containing all !ersions of software CIs in their "efiniti!e0 7$alit controlle"0
form
%. A logical librar0 hel" sec$rel on com)$ter0 containing all !ersions of software CIs
C. A sec$re0 )hsical librar containing the latest !ersion of e!er software CI in a 7$alit controlle"
manner
'. A logical librar0 hel" sec$rel on com)$ter0 containing the latest !ersion of e!er software CI
,1. Which is the correct combination of conce)ts an" &er!ice Management )rocesses?
1 Ris(s A Ca)acit Management
* Reliabilit % Release Management
, Threshol"s C A!ailabilit Management
. Roll=o$ts ' IT &er!ice Contin$it Planning
A. 1=%0 *=A0 ,='0 .=C
%. 1=C0 *=A0 ,='0 .=%
C. 1='0 *=C0 ,=A0 .=%
'. 1=C0 *='0 ,=%0 .=A
,*. One reason for b$il"ing a Cost Mo"el is so that2
A. Charges will reflect what the mar(et will bear
%. It can be relate" "irectl to its constit$ent $nits
C. The costs of IT can be aligne" to b$siness acti!ities
'. It is eas for IT to calc$late
,,. A @fortress4 a))roach to IT &er!ice Contin$it )lanning means2
A. Not ha!ing an alternati!e site to mo!e to
%. Ba!ing a mirrore" ser!ice in another location
C. Ta(ing the best of all other a))roaches
'. Ba!ing a reci)rocal arrangement with another "isaster=)roof organi-ation
,.. Which of the following is NOT an aim of the Release Management )rocess?
A. To assess the im)act of software changes
%. To agree the content of software releases0 thro$gh liaison with Change Management
C. To "esign an" im)lement effecti!e )roce"$res for the "istrib$tion of changes to software across the
organisation
'. To )re!ent software !ir$ses entering the organi-ation
,1. Ris( assessment is NOT a ma#or )art of which of the following )rocesses?
A. &er!ice 3e!el Management
%. IT &er!ice Contin$it Management
C. Change Management
'. A!ailabilit Management
,6. Which of the following is most in!ol!e" with the "a=to="a maintenance of 7$alit ser!ices?
A. C$stomer &er!ices
%. A))lications 'e!elo)ment
C. &er!ice 'eli!er
'. &er!ice &$))ort
,8. The &er!ice 3e!el Manager re7$ires confirmation that the internal &er!ice 'es( can answer a certain
)ercentage of calls within 1; secon"s. In which "oc$ment wo$l" the &er!ice 'es(4s agreement to this
re7$irement be recor"e"?
A. Internal &)ecification &heet
%. O)erational 3e!el Agreement
C. &er!ice 3e!el Agreement
'. An $n"er)inning thir" )art contract
,9. Which of the following is NOT )art of the role of the &er!ice 'es(?
A. Pro!i"ing s$))ort to the $ser comm$nit
%. Resol!ing the root ca$ses of inci"ents
C. Acting as "a=to="a interface between IT ser!ices an" $sers
'. Monitoring the )rogress of inci"ents
,:. Which of the following wo$l" NOT normall be regar"e" as one of the ma#or in)$t cost
elements of an IT cost mo"el?
A. Accommo"ation
%. Transfer
C. &oftware
'. &er!ice
.;. Items of information store" in the CM'% relating to a s)ecific CI are (nown as2
A. Com)onents
%. +eat$res
C. Attrib$tes
'. Characteristics
Answer2
1 * , . 1 6 8 9 : 1;
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1; ' C A A ' % C C C A
*; % A % C A A % ' % A
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