itil

ITIL - IT Infrastructure Library 1. Consider the following statements; which is NOT true? A. Change Management is responsible for providing a detailed specification of the effect on C s of an authori!ed change. ". Change Management #eeps a record of all changes b$ logging% trac#ing and reviewing them. C. Change Management receives% records and helps allocate priorities to all &'Cs. (. Change Management will ensure that ade)uate bac#*out plans are prepared before changes are implemented. ans+A ,-age 1./% T 0 1ervice 1upport2 3. A user reports to the 1ervice (es# a loss of the networ# connection that occurs repeatedl$ when using a specific application. 4hich T 0 process is responsible for tracing the cause? A. Availabilit$ Management ". ncident Management C. -roblem Management (. &elease Management ans+C /. A ma5or change to an e6isting service is to be designed and built and the issue of what Configuration Management is responsible for has been raised. 'or which of the following activities does Configuration Management NOT has a responsibilit$? A. 7ualit$ assurance of the software modules. ". Controlling the completeness and correctness of all data about the software modules. C. Naming and recording data about software modules. (. &egistering and monitoring the status of the software modules ans+A 8. The 1ervice (es# is informed that a user has forgotten her password after her holida$. This onl$ affects the one user. The 1ervice (es# and the user are both aware that solving this incident will ta#e onl$ a few minutes. 9'rom the information given% $ou would sa$ that... A. The impact is high ". The priorit$ is high C. The urgenc$ is high (. 0ittle can be said about impact% priorit$ or urgenc$ ans+( :. A serious incident has occurred. The assigned solution team is unable to resolve the problem within the agreed time. The ncident Manager is called in. 4hich form of escalation describes the above se)uence of events? A. 'ormal escalation ". 'unctional escalation C. ;ierarchical escalation (. Operational escalation ans+C <. The successful diagnosis of a problem results in a #nown error. On the basis of this #nown error a re)uest for change ma$ be raised. The #nown error record ma$ be closed when...

A. A review of the change has led to a satisfactor$ result. ". The proposal for change is lodged with Change Management. C. The re)uest for change is authori!ed b$ the Change Advisor$ "oard. (. ncidents related to the #nown error don=t occur an$ more. ans+A .. f a compan$ decides to charge its internal customers for the T services the$ use in order to improve general cost awareness% which function will ma#e sure that the charges and the services to which the$ relate are formall$ agreed and documented? A. 1ervice 0evel Management. ". 'inancial Management for T 1ervices. C. 0ocal Management. (. Customer Management. ans+A >. 4hich statement best describes a -roblem? A. One or more ?nown @rrors. ". A #nown cause of one or more disruptions. C. An un#nown cause of one or more incidents. (. A ?nown @rror with one or more incidents. ans+C A. 4hich best describes the contents of the (efinitive 1oftware 0ibrar$? A. All the software li#el$ to be needed b$ in*house software developers and maintainers. ". Copies of all live software used on the infrastructure. C. Authorised versions of all software used on the infrastructure. (. 1oftware waiting user acceptance testing. ans+C 1B. -erformance Management and &esource Management are parts of which process? A. Availabilit$ Management ". Capacit$ Management C. T 1ervice Continuit$ Management (. 1ervice 0evel Management ans+" 11. 4hich one of the following is NOT a tas# of Capacit$ Management? A. Monitoring overall performance of the T infrastructure. ". 1i!ing and or modelling of new applications. C. -rocuring of new C upgraded hardware. (. Assessing the possible benefits of new technolog$ to the organisation. ans+C 13. A new service is to go live tomorrow. 4hich of the following should be available at the 1ervice (es#? 1. The 1ervice 0evel Manager to ta#e the heat out of an$ angr$ confrontations ver$ )uic#l$. 3. 1upport scripts. /. The appropriate change schedule. 8. Networ# specialists. A. 1 and 8. ". 3 and /.

C. 1%3 and /. (. All of them. ans+" 1/. &is# Management is an essential part of one of the following pairs of functions% which pair? A. -roblem Management D Capacit$ Management. ". Availabilit$ Management D 1ervice 0evel Management. C. T 1ervice Continuit$ Management D 'inancial Management for T 1ervices. (. T 1ervice Continuit$ Management D Availabilit$ Management. ans+( 18. =Maintainabilit$= is best described as+ A. The contractual conditions under which infrastructure components are maintained. ". The abilit$ of a Cl to be retained in or restored to a condition in which it can perform its re)uired functions. C. An umbrella term used to described serviceabilit$% resilience and reliabilit$. (. The abilit$ of a set of configuration items to maintain a service when one or more of the C s have failed. ans+" 1:. 4hich of the following are prime responsibilities of Availabilit$ Management? 1. To plan for and monitor the availabilit$ of T services agreed in 10A=s. 3. To negotiate the availabilit$ levels in 10A=s. /. To record details of unavailabilit$ events. 8. To initiate changes to the infrastructure to prevent failures of availabilit$. A. 1 and 3. ". / and 8. C. All of them. (. 1 and 8. ans+( 1<. The steps in the ncident Management process might best be described as+ A. ncident recording and alerting% initial support and classification% investigation and diagnosis% resolution and recover$% closure. ". ncident recording% initial codification and allocation% maintaining customer contact% service recover$. C. 'irst line incident support% da$ to da$ contact with users% business s$stem support% management reporting on T services )ualit$. ans+A 1.. n which cases must a review ta#e place after implementation of a change? A. f another incident of the same t$pe occurs again. ". Alwa$s. C. At the re)uest of the person who submitted the change re)uest. (. &andoml$. ans+" 1>. Consider the following statements. 1.To be able to define 1ervice (es# impact codes% it is necessar$ to have information about the structure of the T services and how the$ provide support for the business processes. 3.The criteria for determining the impact codes are established in consultation with the organisation.

/.The relationships between the various components in the infrastructure pla$ an important role in determining the impact. Are these statements correct? A. onl$ the first and second ". onl$ the first and third C. onl$ the second and third (. all three ans+( 1A. A 1ervice (es# is suddenl$ inundated with phone calls from customers who cannot wor# an$ more. After )uestioning callers it soon becomes clear that an important s$stem on a central EN F server has failed. 'or which of the following actions is the 1ervice (es# NOT responsible? A. The categori!ation of incoming calls. ". dentif$ing the cause of the failure.

C. The prioritization of incoming calls. D. The escalation of the incidents. ans:B
3B. The management of A"C 0td. has insisted that each re)uest for a new wor#station installation be handled with optimum efficienc$ and effectiveness. 4hich T 0 process is designed to achieve this desired outcome? A. Change Management

B. C. D. ans:

Customer Liaison Problem Management Service Level Management

31. 4hat is the most important advantage an organisation should gain from establishing a (efinitive 1oftware 0ibrar$? A. Onl$ tested and certified software versions will be used in the organisation

B. The o!ner of the Definitive Soft!are Librar" has the option to decide !hich soft!are is used in an organisation C. The end users can choose from a !ide range of controlled and certified soft!are D. greater number of soft!are versions can be offered to the end users. ans:
33. 4hich of the following best describes a Configuration "aseline? A. The standard configuration for the Configuration Management (atabase ,CM("2. ". A description of a standardi!ed Configuration tem ,Cl2. C. A set of Configuration tems ,C s2 that is delivered once. (. A recorded snapshot of a product or service% to provide a basis for a configuration auditor regression.

ans:D
3/. 4hich statement defines the role of the (efinitive 1oftware 0ibrar$ ,(102 in the &elease Management process? A. A ph$sical storage area for the original versions of all authori!ed software in use.

". A reference manual that includes all software documentation. C. A registration tool for all software items. (. A t$pe of Configuration Management (atabase ,CM("2 for software. ans+A 38. Gour Networ# (epartment has made an agreement with an e6ternal organisation in order to fulfill its agreement with its internal customer. 4here the agreement with the e6ternal organisation would be specified? A. Operational 0evel Agreement ,O0A2 ". 1ervice 0evel Agreement ,10A2 C. 1ervice 0evel &e)uirement ,10&2 (. Enderpinning Contract ,EC2 ans+( 3:. n an organisation with widel$ distributed 1ervice (es# which one of the following is most important? A. That all staff spea#s the same language. ". That all incidents recording is via the 38*hour cloc#. C. That the$ share a common means of recording information for anal$sis. (. That the 1ervice (es# staffs have access to a common pool of problem solvers. ans+C 3<. 4hich tas# is the responsibilit$ of Configuration Management? A. Convening the Configuration Advisor$ "oard. ". -h$sicall$ managing software items. C. nstalling e)uipment at the wor#place. (. &ecording the relationships between Configuration tems ,Cls2. ans+( 3.. A deliver$ of -C=s is received in the goods inwards department. The status of the -C=s has to be changed from HorderedH to Hin stoc#H. 4hich function is responsible for recording this change of status? A. 'inancial Management for T 1ervices. ". -roblem Management. C. Configuration Management. (. Change Management. ans+C 3>. 1ecurit$ is one of the significant elements of+ A. Capacit$ Management. ". Availabilit$ Management. C. &esource Management. ans+" 3A. 4hich of the following statements are true? The Change Advisor$ "oard ,CA"2 should ensure that the proposed changes are assessed for+ 1. The li#el$ impact on recover$ plans. 3. The effect of not implementing the change. /. The resources re)uired to implement the change. 8. The li#el$ impact on capacit$ and performance.

A. 1%3 and /. ". All of them. C. 3%/ and 8. (. 1%3 and 8. ans+" /B. 4hat is the primar$ ob5ective of error control? A. To figure out the details for wor#*arounds. ". To resolve ?nown @rrors through the Change Management process. C. To recogni!e and register ?nown @rrors. (. To register and manage ?nown @rrors. ans+" /1. The best Mission 1tatement for Capacit$ Management is+ A. To ensure that cost 5ustifiable T capacit$% matched to the agreed needs of the customers% alwa$s e6ists. ". To ensure that sufficient T capacit$ e6ists to meet customer demands during the current procurement c$cle. C. To ensure that at times of pea# demands% sufficient T capacit$ e6ists and that such capacit$ is provided at minimum cost to the business. ans+A /3. 4hen processing a &e)uest for Change ,&'C2% the Change Manager initiates a number of activities. 4hich action is re)uired if this involves a comple6 change? A. The Change Manager reports the change to -roblem Management. ". The Change Manager reports the change to ncident Management. C. The Change Manager presents the change to the Change Advisor$ "oard. (. The Change Manager presents the change to the T Manager. ans+C //. 4hich of the listed tas#s are regarded as proactive? 1. Control of ?nown @rrors. 3. &eviewing incident and problem anal$sis reports to identif$ trends. /. -reventing problems in one service being replicated in another. 8. dentif$ing the root cause of incidents. A. 1 and 8. ". 1%3 and /. C. 3 and /. (. 1 and /. ans+C /8. The percentage of business operations support re)uests closed without re)uiring further action is an effectiveness metric of+ A. Availabilit$ Management. ". -roblem Management. C. The 1ervice (es#. (. 1ervice 0evel Management. ans+C /:. 4hich statement correctl$ describes the difference between Asset Management and Configuration Management?

A. Asset Management onl$ deals with what is owned; Configuration Management deals with ever$thing in the infrastructure. ". Asset Management is a superset of Configuration Management because it includes non* T assets such as chairs and tables. C. Asset Management deals with the financial aspects of Configuration tems ,C s2; Configuration Management onl$ deals with the technical details of the infrastructure. (. Configuration Management goes much further than Asset Management because it also specifies the relationships between assets. ans+( /<. 4hich of the following describes the normal se)uence of events for fault resolution A. -roblem * ncident * Change * ?nown @rror. ". ncident * -roblem * Change * ?nown @rror C. ncident * -roblem * ?nown @rror * Change. (. -roblem * ncident * ?nown @rror * Change. ans+C /.. Consider the following+ 1. 10As should define roles D responsibilities on both sides of the agreement. 3. 10As should be regularl$ monitored and reports should be produced and circulated. /. Enderpinning contracts should be reviewed before 10As are signed. A. None are correct. ". 1 D 3 are correct. C. 3 D / are correct. (. All are correct.

ans:D
/>. Customers find that during acceptance tests response times do not alwa$s meet the level specified in the 1ervice 0evel &e)uirement. Nevertheless the$ decide to introduce the new application. 4hich process is responsible for the registration and processing of this shortcoming after =go live=? A. Capacit$ Management. ". The application developers. C. -roblem Management. (. 1ervice 0evel Management. ans+C /A. 4hich T 0 process uses Mean Time "etween 'ailures ,MT"'2? A. Availabilit$ Management ". Capacit$ Management C. T 1ervice Continuit$ Management (. 1ervice 0evel Management ans+A 8B. 4hich of these is NOT true? Availabilit$ levels will depend upon+ A. &eliabilit$ of components. ". Component e6penditure.

C. #esilience to failure. D. $ualit" of maintenance % support. ans:B

1. ;ow can 1ervice 0evel Management use data from the incident register at the 1ervice (es#? 1ervice 0evel Management uses this data..... A. To draw up the 1ervice 0evel Agreement ,10A2. ". To draw up reports about the number and nature of incidents in a certain period. C. To determine the availabilit$ of an T 1ervice% on the basis of the number of incidents resolved. (. Together with other data to wor# out whether the service level agreed upon has been achieved. ans+( 3. 4hich statement describes a 1ervice (es# activit$? A. To function as the first point of customer contact. ". To investigate the cause of disruptions for the customer. C. To trace the cause of incidents. ans+A /. Consider the following statements+ a. An 10A is a contract drawn up b$ the T department% which states what the customer ma$ and ma$ not do with his computer. b. A 1ervice Catalogue describes concisel$ and specificall$ the T services that the T department can offer a customer. 4hich of these statements is correct? A. ". C. (. Onl$ the first Onl$ the second "oth Neither

ans+" 8. 4hat is the correct description of =impact=? A. The degree to which the provision of services is disrupted and the speed with which this must be remedied ". The degree to which the user indicates how )uic#l$ the incident must be resolved. C. The effect that an incident has on the components of the T infrastructure% including the conse)uences for the service that has been agreed upon. (. The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved. ans+C :. 4hich tas# is a -roblem Management responsibilit$? A. ". C. (. To co*ordinate all modifications to the T infrastructure. To record incidents for later stud$. To approve all modifications made to the ?nown @rror database. To identif$ user needs and modif$ the T infrastructure based on such needs.

ans+C <. The manufacturer claims that the new line of central mainframes can reach an MT"' of :BBB hours 4hat does this mean? A. ". C. (. That the mainframes have an average life of :BBB hours That the mainframes operate continuousl$ for an average of :BBB hours That the mainframes will fail ever$ :BBB hours That the mainframe can operate continuousl$ for a ma6imum of :BBB hours.

ans+" .. Networ# managers are overloaded with wor#. The$ hardl$ get a chance to manage the networ#. One of the reasons for this is that users approach them directl$ to answer all #inds of )uestions. 4hich T 0 process or function needs to be set up to improve this situation? A. ". C. (. @. '. Change Management Configuration Management @rror Control 1ervice (es# ncident Management -roblem Management

ans+( >. (ata in the Configuration Management (atabase ,CM("2 ma$ be updated onl$ if an order instruction has been given for this+ 4hich process gives this order? A. ". C. (. Change Management Configuration Management 1ervice (es# 1ervice 0evel Management

ans+A A. A change has ta#en place in the T infrastructure how is Change Management related to the Configuration Management (atabase ,CM("2? Change Management... A. ". C. (. Chec#s whether the change has been made in the CM(". Carries out investigations into the degree of consistenc$ in the CM(". -rovides Configuration Management with the data re)uired to implement the change in the CM(". mplements the change in the CM(" and informs Configuration Management about it.

ans+C 1B. Consider the following statements+

1. A change in the T infrastructure is alwa$s the result of a change of a 1ervice 0evel 3. A 1ervice 0evel Agreement ,10A2 e6hibits man$ similarities to a procedure for drawing up a &e)uest for Change ,&'C2. Are these statements correct? A. ". C. (. Onl$ the first Onl$ the second "oth Neither

ans:D &&. The performance of the net!or' in a large computer centre is monitored () hours a da".This produces data for !hich processes* . B. vailabilit" Management+ Capacit" Management and Change Management vailabilit" Management+ Capacit" Management and Problem Management

C. Change Management% 'inancial Management and 1ervice 0evel Management (. 'inancial Management% 1ervice (es# and -roblem Management ans+" 13. The se)uence of dealing with problems must be based on... A. The categor$ to which the problem belongs. ". The impact of the problem. C. The priorit$ of the problem. (. The urgenc$ of the problem. ans+C 1/. A new*networ#ed computer is installed to replace an e6isting -C. The old -C is installed as a print server for the local area networ#. 4hich process is responsible for registering this modification in the Configuration Management (atabase ,CM("2? A. ". C. (. Change Management Configuration Management -roblem Management &elease Management

ans+" 18. A computer operator establishes that a memor$ dis# is in danger of becoming completel$ full. ;e reports this to... A. ". C. (. Capacit$ Management. Change Management. -lanning D Control for T 1ervices 1ervice 0evel Management.

ans+A 1:. "ecause of its increased dependenc$ on information s$stems% a large financial institution decides that there must be plans for the provision of T services following a ma5or interruption to the service. 4hich process% therefore% should be implemented? A. Availabilit$ Management ". T 1ervice Continuit$ Management

C. D.

Service Level Management Service Management

ans:B &,. printer in a department of an insurance office has bro'en do!n. -ard!are Support !ants to approach the supplier of the printer to remed" the defect. -ard!are Support can obtain data from Configuration Management about !hich of the follo!ing: &. The location of the printer (. The t"pe of maintenance contract .. The number of disruptions the printer has e/perienced in the last si/ months 0hich of the above is correct: . B. C. 1nl" & and ( 1nl" & and . 1nl" ( and .

(. 1%3% and / ans+( 1.. 4hat information does the 1ervice (es# provide to the T management of an organisation? A. ". C. (. All deviations from the specified service levels The growth of the T infrastructure The time spent on investigation and diagnosis for each department The number of incidents per categor$

ans+( 1>. 4hich is the correct combination of concepts and T 0 processes? I1. I3. I/. I8. CM(" (10 MT"' 10A

Ia. Availabilit$ Management Ib. Configuration Management Ic. 1ervice 0evel Management Id. &elease Management A. ". C. (. 1*a% 3*b% /*c% 8*d 1*b% 3*d% /*a%8*c 1*c% 3*a% /*d% 8*b 1*d% 3*c% /*b% 8*a

ans+" 1A. 4hich of these tas#s is a tas# of -roblem Management? A. ". C. (. Co*ordination of all changes to the T infrastructure. Classification of &e)uests for Change ,&'Cs2. Approval of all changes C modifications made to the ?nown*@rror database. &ecogni!ing user=s re)uirements and subse)uentl$ implementing changes to the T infrastructure.

ans+C 3B. 4hich of the following activities does the 1ervice (es# underta#e? A. ". C. (. @rror Control% &ecording ncidents% 1tatus Accounting mpact determination% -roblem Management% Jerification ncident Management% -roviding Management nformation% &ecording C s ncident Management% -roviding Management nformation% &ecording ncidents

ans+( 31.?e$ features of all T services are recorded in... A. ". C. (. The 1ervice Catalogue. The 1ervice 0evel Management (atabase. 1ervice 0evel &e)uirements. 1ervice 0evel Agreements.

ans+A 33. 4hich activit$ is a &elease Management responsibilit$? A. To chec# whether an$ illegal software on computers within the organisation. ". To store the original versions of all authorised software within the organisation. C. To register where each software version is available. ans+"

3/.Kive one reason wh$ charging for T services is an important element of 'inancial Management? A. ". C. (. The availabilit$ of an T service can be measured. The resources needed for an application can be determined. The use of T services can be influenced. 1cenarios for capacit$ planning can be investigated.

ans+C 38. 4hich of the concepts below belongs to T 1ervice Continuit$ Management? A. ". C. (. 1erviceabilit$ Maintainabilit$ &esilience Julnerabilit$

ans+( 3:.The 1ervice (es# has handled 3/1. calls this month. 4hat is the ma5orit$ of these calls li#el$ to include? A. Modifications to 1ervice 0evel Agreements ,10As2. ". Notices regarding modified Configuration tems ,C s2. C. &e)uests to the T organisation for user support. ans+C 3<. 'or which T 0 process is the determination of priorities based on impact and urgenc$ an essential activit$? A. ". C. (. Change Management Configuration Management 'inancial Management for T 1ervices 1ervice 0evel Management

ans+A 3..A user calls the 1ervice (es# with a complaint that% when using a particular application% an error alwa$s occurs that brea#s his connection to the networ#. 4hich process has overall responsibilit$ for tracing the underl$ing cause? A. ". C. (. @. 1ervice (es# Networ# Management -roblem Management 1$stem Management ncident Management

ans+C 3>. 4hich of the e6amples below is NOT an e6ample of a configuration item? A. ". C. (. A user manual A compan$=s organisation chart A s$stems update procedure A uni)ue identification code

ans+( 3A.1ervice 0evel &e)uirements are used in the 1ervice 0evel Management process. 4hich statement best describes what these 1ervice 0evel &e)uirements represent? A. ". C. (. The amount of defined T service that the customer re)uires. 4hat the T organisation e6pects of the customer. The conditions re)uired for the 1ervice 0evel Agreement ,10A2. A paragraph of the 10A with additional specifications re)uired to e6ecute the 10A.

ans+A /B. A steel compan$ merges with a competitor. The T departments% along with the T infrastructures of both companies will be combined. 4hich process is responsible for determining the re)uired dis# and memor$ space re)uired for applications running in the combined T infrastructure? A. ". C. (. Application Management Capacit$ Management Computer Operations Management &elease Management

ans+" /1. A new dis# unit has to be installed to solve a problem with ma#ing bac#*ups on the networ#% and the procedures for ma#ing bac#*ups have to be changed. Through which process does formal approval have to be given for carr$ing out the changes? A. Change Management

B. C. D. ans:

Configuration Management 2et!or' Management Problem Management

.(. 3iven the follo!ing formula: vailabilit" percentage 4 55i6ii7%iii78&99 ::: 0hat should be filled in for i+ ii and iii*

. : #eliabilit" greed time B. : #eliabilit" #esilience C. : Maintainabilit" #esilience D. : Maintainabilit" Maintainabilit"
@. Agreed time time ans+@ //. Consider the following activities+ (uration of fault

:: Duration of fault :: Duration of fault :: #esilience :: #esilience
Agreed

::: ::: ::: :::

1. Change categorisation 3. Change implementation /. Change review 8. Change scheduling :. 'iltering re)uests for change n which se)uence should these activities be carried out in order to implement a change in the T infrastructure in a controlled fashion? A. 1*8*:*3*/ ". 1 *:*8*/*3 C. 8*1*:*/*3 (. :*1*8*3*/ @. :*1*3*8*/ ans+( /8. 4hich function is not part of 'inancial Management for T services? A. ". C. (. "udgeting Charging -rocurement -ricing

ans+C /:. t is important for the operation of a given application that the version of the software installed on each of the computers on the networ# is the same.4hich process is responsible for this? A. ". C. (. Change Management Configuration Management Networ# Management &elease Management

ans+( /<. Consider the following statements. 1. To determine the impact of change it is necessar$ to understand the structure of the T services and the wa$ the$ support the business processes concerned. 3. The relationships between the various components of the infrastructure pla$ an important role in determining the impact of a change.Are these statements correct? A. ". C. (. Onl$ the first Onl$ the second "oth Neither

ans+C /.. Gou wor# at the 1ervice (es# of an organisation. A user calls up to sa$ that his terminal does not function. This is a,n2... A. ncident ". ?nown @rror C. -roblem (. &e)uest for Change ans+A />. 4hat is the conse)uence when the Configuration tem ,Cl2 level is too high? A. Certain parts of the infrastructure cannot be chec#ed and managed properl$. ". Certain problems cannot be anal$sed because the information available is inade)uate. C. There is insufficient assurance that the information provided correctl$ reflects realit$. ans+A /A.To carr$ out the planned installation of new software releases% the networ# server needs e6panding. 4hich process is responsible for investigating the re)uired dis# space of the networ# server? A. ". C. (. Capacit$ Management Change Management Networ# Management &elease Management

ans+A

8B. An organisation starts to use ntranet and e*mail. As man$ =images= are sent bac# and forth over the networ#% its capacit$ needs e6panding.4hich process is suitable for approving this capacit$ e6pansion? A. Capacit$ Management ". Change Management

C. 2et!or' Management D. Problem Management ans:B

>1. 4hich of the following statements is incorrect? A. ". C. (. -roblem Management ma$ be involved when a ma5or incident occurs The 1ervice (es# monitors problems throughout their lifec$cles -roblem Management is responsible for managing the resolution of problems -roblem Management is responsible for @rror Control

ans+" >3. 'or which of the following activities is the 1ervice (es# NOT responsible? A. ". C. (. mpact anal$sis &oot cause identification Categorisation and prioritisation @scalation

ans+" >/. 4hich of these is NOT a Capacit$ Management activit$? A. ". C. (. Tuning (emand Management Application si!ing Maintainabilit$

ans+(

>8. 'ollowing the release of a software upgrade to fi6 a #nown error% which area is responsible for ensuring that the CM(" has been updated correctl$? A. ". C. (. ans+C >:. Consider the following situations+ 1. An incident e6ceeds the downtime stipulated within a 10A 3. The business impact of an incident changes due to unforeseen circumstances /. The number of users impacted b$ an incident is greater than first thought 8. A senior user in the customer=s organisation complains about the lac# of progress being made on a particular incident 4hich of the above could be valid reasons for the 1ervice (es# to invo#e escalation procedures? A. ". C. (. ans+A ><. A customer has re)uested a review of charges for services provided under an 10A. 4ithin the 10A there is provision for this. 4ho will review this with the customer? A. ". C. (. ans+C >.. 4hich of the following is the last activit$ in the -roblem Management process? A. ". C. (. ans+C The referral of an$ associated &'Cs to Change Management 0og the problem Closing the -roblem &ecord% having completed all -roblem Management activities nitiating a review of the problem and its impact The T 'inance Manager The Configuration Manager The 1ervice 0evel Manager The Change Manager All four 3% / D 8 1% 3 D / 1% / D 8 Change Management -roblem Management Configuration Management &elease Management

>>. 4hich of the following 5ustifications could be considered a valid reason for a business not having an$ continuit$ plans for a specific T service? A. ". C. (. ans+( >A. 4hich of the following is NOT a -roblem Management responsibilit$? The T department does not have the s#ills for developing continuit$ plans The T department has made a decision that the ris# of disaster is small The business does not have time to be involved in preparing continuit$ plans A management decision has been made following a business impact assessment

A. ". C. (. ans+A

Ownership of an incident throughout its lifec$cle nvestigation D (iagnosis &aising &e)uests for Change Maintenance of a #nown error database

AB. Change Management ensures that scheduling decisions are based on+ 1. 3. /. "usiness urgenc$ "usiness impact &esource re)uirements and availabilit$

4hich of the above are correct? A. ". C. (. ans+" A1. 4riting*off an e)ual amount of an asset=s value each $ear% usuall$ a fi6ed percentage of cost% is #nown as ... A. ". C. (. ans+( A3. 4hen establishing a new 10A% or amending an e6isting one% which of the following should the 1ervice 0evel Manager ta#e into account+ Transfer costs (iscounted cash flow Net boo# value (epreciating 1D3 All three 1D/ 3D/

1. 3. /.

That the new% or revised% 10A reflects the targets agreed with the customer That the conditions in other 10As can continue to be met The potential impact on e6isting T 1ervice Continuit$ plans

Of the above% which are true? A. ". C. (. ans+C A/. There is a networ# incident that affects 3BB users. At the same time the Managing (irector=s printer has bro#en and he wants to print a report now. 4hich of the following statements can be deduced from this information? A. There is insufficient information to determine which incident has the higher priorit$ ". The Managing (irector=s printer must be fi6ed because of the higher business impact C. "oth incidents have an e)uall$ high priorit$ (. The networ# incident has a higher priorit$ than the Managing (irector=s printer because it affects a lot more people ans+A A8. 4hich of the following is NOT a concern of &esource Capacit$ Management? A. ". C. (. ans+A A:. Ender an T 0 Change Management process% once a change has been built% who should underta#e further testing? A. The Change "uilder ". The Change Manager C. The Change Advisor$ "oard (. An independent tester ans+( A<. Consider this list+ 1. Anal$tical (ifferential charging for e6ceptional wor#loads Enderstanding new applications in order to assess their potential impact on the infrastructure 1ervice resilience Ese of alternative technologies 1D3 3D/ 1% 3 D / 1D/

3. 1imulation /. (emand 8. &esource 4hich of those listed above are techni)ues of T Modelling? A. ". C. (. ans+" A.. A #nown error occurs when+ A. An error has occurred several times and has been passed to -roblem Management ". An error occurs that has not been diagnosed and for which a circumvention does not $et e6ist C. A problem has been diagnosed and a resolution or circumvention e6ists (. The resolution of a problem has been implemented ans+C A>. 4hich of the following is NOT true? A. Maintaining the agreed level of confidentialit$ is a concern of Availabilit$ Management ". Availabilit$ Management should contribute to the design and development of new software products C. Availabilit$ Management negotiates availabilit$ levels with customers to ensure that their re)uirements are met (. Availabilit$ Management is concerned with the performance of hardware C s ans+C AA. The term Jariant= is best used to describe+ A. Enauthorised or illegal versions of software ". An incident which has the same impact as an e6isting #nown error but a different root cause C. A Cl based on another% but with minor amendments applied (. The difference between forecast and actual resource usage ans+C 1BB. Consider the following information+ 1. 3. /. 8. T$pe Eni)ue identifier Jersion number Cop$ number /D8 1D3 3D/ 1D8

4hich of the above details should be recorded for ever$ Cl recorded within the CM("? A. ". C. (. ans+A 1B1. 4hich of the following is NOT a responsibilit$ of the T 1ervice Continuit$ planning team? A. ". C. (. ans+" 1B3. 4hich of the following abbreviations most accuratel$ represents =downtime=? A. ". C. MTT& C' A Outlining possible measures to protect an T service (eciding the business criticalit$ of an T service Testing the plans for recover$ of an T service dentif$ing the ris#s to an T service 1D3 1% / D 8 All of them 3D/

MTB; MTBS:

D. ans:

&9.. 0hich is the correct combination of terms and Service Management processes* & ( . ) CMDB C;: D-S 1L vailabilit" Management #elease Management Service Level Management Configuration Management &6D+ (6C+ .6 .)6B &6D+ (6 + .6,+)6C &6B+ (6 + .6C.)6D &6C+ (6D+ .6B.)6

B C D . B. C. D. ans:B

&9). 0hich of the follo!ing best describes <reliabilit"<* . The combination of confidentialit"+ integrit" and maintainabilit" B. The abilit" of a service to remain functional even though some components have failed C. The abilit" of a Cl to remain functional under given conditions D. The abilit" of a Cl to be retained in+ or restored to+ an operational state ans:C &9=. 0hich of the follo!ing activities is the responsibilit" of Change Management* . B. C. D. ans: &9,. 0ithin an :T:L compliant Change Management process+ !ho initiall" assesses the categor" of a proposed change* . B. C. D. ans: &9@. . B. C. D. ans:B &9A. 0hich of the follo!ing activities is 21T part of the release process: . B. Moving soft!are from the DSL to the development environment Moving soft!are from the DSL to the live environment n advantage of a gradual recover" portable approach is that: #estoration of telecommunications !ill be simple :t can be established in a convenient location :t is the cheapest option ccess to the site !ill be available immediatel" Change Manager Change dvisor" Board Change #e?uestor Change :mplementer #evie!ing changes to ensure the" have !or'ed Creating a change to rectif" a 'no!n error Determining the release strateg" for a ma>or change :mplementing a soft!are change at a remote site

C. environment D. ans:D

Moving soft!are from the development to the test Moving soft!are from the live environment to the DSL

&9B. Charging business users a premium rate for using resources at pea' times is 'no!n as: . B. C. D. ans:B &&9. 0hich of the follo!ing statements best describes the Definitive Soft!are Librar"* . secure soft!are librar" containing all versions of soft!are C:s in their definitive+ ?ualit" controlled+ form B. logical librar"+ held securel" on computer+ containing all versions of soft!are C:s C. secure+ ph"sical librar" containing the latest version of ever" soft!are Cl in a ?ualit" controlled manner D. logical librar"+ held securel" on computer+ containing the latest version of ever" soft!are Cl ans: &&&. 0hich is the correct combination of concepts and Service Management processes* & ( . ) #is's #eliabilit" Thresholds #oll6outs Capacit" Management #elease Management vailabilit" Management :T Service Continuit" Planning &6B+ &6C+ &6D+ &6C+ (6 + (6 + (6C+ (6D+ .6D+ .6D+ .6 + .6B+ )6C )6B )6B )6 Pea' resource charging Differential charging 2otional charging Discounting

B C D . B. C. D.

ans:C &&(. 1ne reason for building a Cost Model is so that: . B. C. D. ans:C &&.. :n terms of :T Service Continuit" Management+ a <#eciprocal rrangement< means: . Ta'ing the best of all other approaches B. -aving a mirrored service in another location C. Cntering into an agreement !ith another organisation using similar technolog" D. 2ot having more than one other site to move to ans:C &&). 0hich of the follo!ing is 21T an aim of the #elease Management process* . To assess the impact of soft!are changes B. To agree the content of soft!are releases+ through liaison !ith Change Management C. To design and implement effective procedures for the distribution of changes to soft!are across the organisation D. To prevent soft!are viruses entering the organisation ans: &&=. #is' assessment is 21T a ma>or part of !hich of the follo!ing processes* . B. C. D. ans: &&,. 0hich of the follo!ing is most involved !ith the da"6to6da" provision of ?ualit" services* . Customer Services Service Level Management :T Service Continuit" Management Change Management vailabilit" Management Charges !ill reflect !hat the mar'et !ill bear :t can be related directl" to its constituent units The costs of :T can be aligned to business activities :t is eas" for :T to calculate

B. C. D. ans:D

pplications Development Service Deliver" Service Support

&&@. The Service Level Manager re?uires confirmation that the internal Service Des' can ans!er Customer calls !ithin &9 seconds. :n !hich document might the Service Des'<s agreement to this re?uirement be recorded* . B. C. D. ans:B &&A. 0hich of the follo!ing is 21T part of the role of the Service Des'* . Providing support to the user communit" B. #esolving the root causes of incidents C. cting as da"6to6da" interface bet!een :T services and users D. Monitoring the progress of incidents ans:B &&B. 0hich of the follo!ing !ould 21T normall" be regarded as one of the ma>or input cost elements of an :T service* . B. C. D. ans:D &(9. :tems of information stored in the CMDB relating to a specific Cl are 'no!n as: . B. C. D. ans:C Components ;eatures ttributes Characteristics ccommodation Transfer Soft!are Cost Model :nternal Specification Sheet 1perational Level greement Service Level greement n underpinning third part" contract

&(&. 0hich of the follo!ing lists best describes the 'e" attributes needed b" Service Des' Staff* . 3ood interpersonal s'illsD tenaciousD technicall" astuteD firm B. Business a!areD articulateD methodicalD tolerantD good interpersonal s'ills C. LogicalD methodicalD tenaciousD forthrightD anal"tical D. 0ell presentedD technical specialistD numerateD good interpersonal s'ills 2S:B &((. 0hich of the :T:L processes is responsible for ensuring the organisation is a!are of ne! and changing technolog"* . B. C. D. 2S: &(.. 0hich incidents should be logged b" the Service Des'* . 1nl" incidents not resolved at logging B. 1nl" incidents from bona fide customers C. ll incidents e/cept simple en?uiries D. ll incidents 2S:D &(). 0hat information does Configuration Management provide to the :T management of an organisation* . B. group C. D. 2S:D &(=. The !ords Delta+ ;ull and Pac'age describe different t"pes of release. 0hich one of the follo!ing statements is true* . B. Pac'age release contains hard!are and soft!are Frgent changes are al!a"s Delta releases Eariations from the agreed service levels Time spent on investigation and diagnosis b" each support 2umber of incidents and problems per categor" Details and histor" of the :T infrastructure Capacit" Management Change Management ;inancial Management for :T Services Configuration Management

C. Delta release is onl" ever part of a Pac'age release D. ;ull release releases the <normal release unit< into the live environment 2S:D &(,. vailabilit" Management is responsible for:

&. Fnderstanding the reliabilit" of components to carr" out re?uired function under given conditions over a certain period of time (. The ease !ith !hich maintenance of service components can be carried out .. 2egotiating availabilit" levels !ith customers 0hich of these is correct* . B. C. D. 1nl" 1nl" &+ ( 1nl" ( & G & G . G ( . S.

2S:B &(@. 0hich is the correct combination of concepts and :T:L processes*

&. (. .. ).

Cl level Disaster #is' nal"sis Confidentialit" vailabilit" Management Configuration Management :T Service Continuit" Planning Service Level Management &6b+ (6c+ .6c+ )6a B &6d+ (6c+ .6a+ )6a &6d+ (6d+ .6a+ )6b &6b+ (6d+ .6c+ )6b

B C D . B. C. D.

ans: &(A. Configuration Management Database 5CMDB7 can contain different Configuration :tems 5C:s7. 0hich of the items belo! !ould 21T normall" be regarded as a Cl* . user name

B. C. D. ans:

video monitor bought6in soft!are pac'age procedure

&(B. :n relation to :T Service Continuit" Planning+ the severit" of a disaster depends upon: . B. C. D. The -o! The The time of da" it occurs man" people are available to assist in recover" t"pe of disaster+ !hether flood+ fire+ etc impact upon customers< businesses

ans:D &.9. 0hat is the main difference bet!een a CMDB HConfiguration Management Database7 and a t"pical asset register* . B. C. D. ans:D &.&. pplication Sizing is a techni?ue used b" Capacit" Management. 0h" is pplication Sizing :mportant* . The availabilit" of an :T service can be measured B. The use of an :T application can be controlled C. The maintenance of technical s'ills is important to application developers D. The resources needed for an application and its performance can be predicted ans:D &.(. 0hen can the building+ testing and implementation of a change begin* . :f it is urgent+ as soon as the #e?uest for Change has been classified B. s soon as there is a bac'6out plan for the change C. s soon as the impact anal"sis has been discussed b" the members of the Change dvisor" Board CMDB is a computerised s"stem 6 most asset registers are not There is no difference 1nl" hard!are and soft!are is recorded in a CMDB CMDB is a database that sho!s the relationships bet!een items

D. authorised ans:D

s soon as the #e?uest for Change has been formall"

&... 0hich of the follo!ing statements best describes the relationship bet!een Change Management and Configuration Management: There are no dependencies bet!een Configuration Management G Change Management B. :f Change Management is implemented !ithout Configuration ManagementD the result !ill be less effective C. Change Management cannot be implemented !ithout Configuration Management D. Change Management and Configuration Management must be implemented simultaneousl" ans:B &.). 0ithout a good ccounting S"stem "ou cannot: .

&. Ino! the full cost of services provided (. Judge the efficienc" of Problem Management .. #ecover costs related to usage+ should "ou so !ish 0hich of the above is true* . B. C. ans: &.=. :n !hich t!o Service Management processes !ould "ou be most li'el" to use a ris' anal"sis and management method* . Change G Cost Management B. vailabilit" Management G :T Service Continuit" Management C. :ncident G Change Management D. Service Level Management G :T Service Continuit" Management ans:B &.(G. & G . onl" & G ( onl"

&.,. Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. 1n several occasions the" have found that !hen a certain modem had been installed+ communication !as unsatisfactor". temporar" solution to this fault

has been identified. 0hich processes other than :ncident Management are involved in achieving a structural solution* . B. C. D. C. ans: &.@. Percentage availabilit" is calculated as: . 5Do!ntime / &997 % greed Service Time B. 5 greed Service Time / &997 %Do!ntime C. 55 greed Service Time 6 Do!ntime7 / &997 % greed Service Time D. greed Service Time % 55 greed Service Time 6 Do!ntime7 / &997 ans:C &.A. 0hat is the difference bet!een a Problem and a Ino!n Crror* . Ino!n Crror is al!a"s the result of an :ncident+ a Problem is not B. There is no real difference bet!een a Problem and a Ino!n Crror C. :n the case of a Ino!n Crror there is a fault in the :T :nfrastructure+ !ith a Problem there is not D. :n the case of a Ino!n Crror the underl"ing cause of the Problem is 'no!n ans:D &.B. 0hich of the follo!ing are direct advantages of entering into Service Level greements* &. The e/pectations of both the :T customer and the provider should be aligned (. ;e!er incidents !ill occur .. Fnambiguous measurements of service provision !ill be provided ). The number of changes that have to be bac'ed out !ill decrease . B. C. D. ans:D ( & . & G G G G ) ( ) . Change+ Configuration+ #elease G Problem Management 1nl" Configuration+ Problem G #elease Management 1nl" Change G #elease Management 1nl" Change+ #elease G Configuration Management 1nl" Problem G #elease Management

&)9. Students at a college can send in their course !or' from their home PC via the telephone 2et!or'. The" can then chec' the results on their PCs. student needs an e/isting set of programs that can be configured for the particular course that the student is follo!ing. 0hich process is responsible for the correct configuring and transmission of the programs* . B. C. D. ans: &)&. Consider the follo!ing statements: &. :T:L processes should be implemented in such a !a" that the contribution to the organisation is not onl" clear but also actuall" achieved (. characteristic of the :T:L approach is that a department is given responsibilit" for the Service Support and Service Deliver" processes+ so that the resources allocated can be used as efficientl" as possible re these statements correct* . B. C. D. ans:D &)(. Consider the follo!ing metrics: &. (. .. 2umber of incidents closed on !ithout on!ard referral 2umber of incidents correctl" categorised at logging 2umber of hard!are faults reported Both 1nl" ( 2either 1nl" & #elease Management Change Management Configuration Management 2et!or' Management

0hich of the above are valid performance indicators for the Service Des'* . B. C. D. ans:B ll three & G ( & G . ( G .

&).. 0hich of the follo!ing data is least li'el" to be used in the incident control process* . B. C. D. ans:D :ncident categor" Ma'e%model of fault" item :mpact code Cost of fault" item

&)). 1ne of the ob>ectives of Problem Management is to minimize the impact of problems on :T Services. 0hich one of the follo!ing activities is 21T a responsibilit" of Problem Management* . 0or'ing !ith third part" suppliers B. 0or'ing !ith vailabilit" Management to ensure agreed levels of service availabilit" C. Ino!n Crror management D. l!a"s ta'ing charge of difficult incidents ans:D &)=. trend anal"sis of incident data indicates that over .9K of incidents regularl" recur. 0hich of the follo!ing activities !ill contribute most to cutting do!n the percentage of regularl" recurring incidents* . presentation to the board of directors to e/plain the importance of Problem Management B. :mplementation of the Problem Management process C. The selection of an appropriate tool to log all incident data more accuratel" D. The introduction of a single Service Des' number so customers 'no! !ho to contact ans:B &),. Consider the follo!ing statements: &. Customers should al!a"s be invoiced for the :T services the" use (. The onl" reason services are charged for is to ma'e customers a!are of the costs involved in using those services re these statements correct* . B. C. Both 1nl" & 2either

D. ans:C

1nl" (

&)@. -o! fre?uentl" should C B%CC meetings be held* . B. C. D. ans:D &)A. Consider the follo!ing statements about :T Service Continuit" Planning: &. The intermediate recover" e/ternal option offers a remote installation+ full" e?uipped !ith all the re?uired hard!are+ soft!are+ communications and environmental control e?uipment (. The intermediate recover" e/ternal option is often shared bet!een multiple customers and in the event of a disaster ma" not be available due to over6subscription re these statements correct* . B. C. D. ans: &)B. :n for* . B. C. D. ans:B &=9. 0hich of the follo!ing is 21T the concern of :T ;inancial Management* . B. C. D. Telephone charges :nvoicing Differential charging #evie!ing :T service ?ualit" vailabilit" Management terms+ !hat do the letters C: stand Both 2either 1nl" & 1nl" ( Dail" Monthl" 0ee'l" s re?uired

Component :mpact nal"sis Confidentialit"+ :ntegrit" and vailabilit" Configuration :tem vailabilit" Central :ntelligence genc"

ans:D &=&. :f a customer complains that service levels are belo! those agreed in the SL + apparentl" due to a number of related hard!are incidents+ !ho is responsible for ensuring the cause is investigated* . B. C. D. ans:C &=(. 0hich of the follo!ing statements on :T ;inancial Management is correct* . n :T ;inancial Manager identifies the costs incurred b" :T and might propose prices for the services supplied B. :n order to be able to set up Budgeting and ccounting+ SL s and 1L s need to have been agreed C. :t is onl" possible to be cost conscious if the customer is charged for services D. :T ;inancial Management must agree charges !ith the customer before establishing a Cost Model ans: &=.. Managing service availabilit" is no! more important than ever because... . The dependence of customers on their :T has gro!n B. S"stem Management tools can no! provide much more real time performance management information C. More :T s"stems are no! outsourced D. More service providers no! have Service Level greements !ith their customers ans: &=). 0hich of the follo!ing can be regarded as C:s* &. (. .. ). =. -ard!are Documentation Staff Soft!are 2et!or' components The :ncident Manager The Capacit" Manager The Problem Manager The vailabilit" Manager

. B. C. D. ans:D

&+ ) G = &+ (+ ) G = & G ) ll of them

&==. Lour organisation has >ust entered into a 3radual #ecover" :T Service Continuit" agreement. 0ithin the :T:L definition+ !hich of the follo!ing lists is :2C1##CCT for !hat "ou could find at the contingenc" site* . building+ electricit"+ telecommunications e?uipment+ office space for technical staff B. Stand6b" generator+ telecommunications e?uipment+ s"stem manuals+ support staff+ !ater C. building+ telecommunications e?uipment+ a computer+ support staff+ documentation D. building+ electricit"+ !ater+ support staff+ s"stem manuals ans:C &=,. compan" has received messages concerning errors in the dail" batch run !hich handles the ordering of ra! materials for the manufacturing process. This is probabl" due to an incorrect change in the soft!are. The change involved e/tending the Mstoc' numberM field b" t!o positions. This change !as also introduced in a monthl" program that has not "et been run. The situation needs to be corrected ver" ?uic'l" to avoid affecting manufacturing. 0hat is the best possible solution to be adopted b" Problem Management !hen handling the error* . The errors are reported and+ because the underl"ing cause is 'no!n+ handled b" Change Management as a #e?uest for Change !ith the status of <urgent change< B. The errors are reported as Problems at the Service Des' and+ because manufacturing is involved+ are directl" introduced as Changes C. The errors are reported as incidents to the Service Des' and after some research the" are identified as Ino!n Crrors+ !hich can then be changed D. The errors are reported as :ncidents and a Problem is identified. fter the cause of the error has been established and a temporar" !or'around found+ it is labeled as a Ino!n Crror that can be corrected b" raising a #e?uest for Change ans: D

&=@. 0hich if the follo!ing !ould "ou 21T e/pect to see in an :T Service Continuit" Plan* . B. C. D. ans:D Contact lists The version number #eference to change control procedures ;ull Service Level greements

&=A. Consider the follo!ing statements: &. Cffective Change Management ensures that urgenc" and impact are 'e"s to decisions made on the scheduling of changes (. Change Management controls all aspects of the change process 0hich of these statements is true* . B. C. D. ans:D &=B. Differential charging is a techni?ue used in................. . B. C. D. ans:C &,9. 1ne of #elease Management<s tas's is to set up a D-S. 0hich statement most closel" describes the D-S* . D-S is a number of ph"sical locations !here baselines are stored B. Before setting up a D-S a tool should first be purchased for releasing the hard!are into the live environment C. D-S is an area set aside for the secure storage of definitive hard!are spares D. D-S is a database in !hich all6definitive hard!are Configuration :tems are recorded ;T Status ccounting Demand Management C# MM & 2either of them ( Both of them

ans:C &,&. Service Des' staff need: &. (. .. good telephone manner Some technical appreciation of the supported services !areness of the li'el" business impact of service incidents

. B. C. D. ans:B

& G ( &+ ( G . ( G . & G .

&,(. 0hich of the follo!ing can be 1M:TTCD from an urgent soft!are release in e/ceptional circumstances* . B. C. D. ans: &,.. good :ncident Management process !ill: Cnsure that error corrections are treated as urgent changes Diagnose the underl"ing cause of incidents ?uic'l" #estore normal service operation as ?uic'l" as possible an incident ll of the other ans!ers Fnderta'ing full testing Fpdating the CMDB :ncrementing the version number Putting the amended version in the DSL

. B. C. follo!ing D. ans:C

&,). The primar" responsibilit" of :ncident Control is: . B. C. D. ans:C &,=. 0hich of the follo!ing statements best describes the level to !hich C:s !ould normall" be bro'en do!n: Ieeping customers informed of future problems Matching incidents !ith 'no!n errors #estoring service follo!ing incidents #aising multiple incidents to Problem Management

. The lo!est possible level B. The level at !hich the" !ill be independentl" installed+ changed or replaced C. The level !hich best facilitates the identification of the root cause of all S"stem incidents D. The level at !hich it is possible to identif" the suppliers of all subcomponents ans:B &,,. 0hich of the follo!ing activities is 21T the responsibilit" of Problem Management* . Co6ordinating ma>or problem revie!s B. Determining the root cause of incidents C. Providing management information on incidents+ problems and 'no!n errors D. :mplementing error resolutions ans:D &,@. 0hich of the follo!ing statements is ; LSC* . Charging is re?uired in order to cost :T services B. Budgeting and accounting for :T services is essential for effective Service Management C. :t is better to budget and account for :T services before implementing charging D. Charging ma" lead to the recover" of costs ans: &,A. 0hich od the follo!ing is necessar" in order to start :T Services Continuit" Planning* . B. C. D. :nclude continuit" measures in Change Management procedures :dentif" appropriate countermeasures Conduct a business impact anal"sis Cstablish a contract !ith an intermediate recover" provider

ans:C &,B. Status . B. C. ccounting is an important part of !hich process* :T ;inancial Management Change Management :ncident Management

D. ans:D

Configuration Management

&@9. 0hich of the follo!ing is 21T a techni?ue usuall" associated !ith vailabilit" Management* . B. C. D. ans:D &@&. 0hich of the follo!ing statements is true* uto error detection Duple/ing nal"sing data $ueuing theor"

. Service Level greements are bet!een user departments and technical support providers and are !ritten in business language B. 1perational Level greements are bet!een internal service providers and ma" be !ritten in technical language C. 1perational Level greements are bet!een Service Level Management and e/ternal providers and are !ritten in business language D. Service Level greements are bet!een user departments and Service Level Management and are !ritten in technical language ans:B &@(. 0hich is the correct combination of concepts and Service Management processes* & ( . ) Eulnerabilit" Maintainabilit" #esource :mpact vailabilit" Management Capacit" Management Problem Management :T Service Continuit" Planning &6D+ (6 + .6B.)6C &6B.(6 + .6C.)6D &6C+ (6D+ .6B+ )6 &6D.(6C+ .6 .)6B

B C D . B. C. D. ans:

&@.. Problem Management includes several core activities. 0hich one of the follo!ing most accuratel" summarizes these* . Problem control+ error control+ management reporting B. :dentification+ control+ status accounting+ verification C. :ncident control+ severit" anal"sis+ support allocation+ reporting D. :dentification+ severit" anal"sis+ support allocation+ investigation ans: &@). The Service Des' is unable to deal !ith a customer<s en?uir". 0hat action should the" ta'e* . Log the details and inform the customer of the incident number. Tell them someone !ill contact them !ithin an agreed time !ith an update. #etain o!nership of the incident but refer to appropriate second line support group. Monitor progress and 'eep customer informed B. Tell them to ring bac' if it happens again C. Log the details and inform the customer of the incident number. Suggest the" ring bac' if the" have not heard !ithin )A hrs D. Suggest the customer contacts a third part" ans: &@=. 0hen !riting an :T Service Continuit" Plan it is essential to prepare for a return to normal !or'ing. 0hich of these is it essential to include in the section of the plan that deals !ith the return to normal !or'ing* . B. C. D. Plan ans: &@,. 0hich of the follo!ing best describes !h" an SL definitions of terms* should contain #emoval of data from standb" e?uipment list of contacts for the emergenc" suppliers Bonus pa"ments for staff involved in the disaster Creation of an updated version of the :T Service Continuit"

. To ensure that an"!here there is a measurement re?uired !ithin the SL then it is realisticall" measurable B. To ensure that both the customer and :T can unambiguousl" understand the terms in the SL C. To ma'e sure that all clauses in the SL ma'e sense

D. To ensure that the customer<s understanding of a particular term is the one meant in the SL ans:B &@@. 0hich of the follo!ing !ould 21T normall" be discussed in a t"pical service revie! !ith a customer* . B. C. D. ans: &@A. 0hich of the follo!ing !ill 21T be provided b" a good Service Des'* . communit" B. C. D. ans:B &@B. 0hich of the follo!ing :T Service Continuit" measures is li'el" to be the most appropriate for ()/@ business critical s"stem running on a mainframe* . B. C. D. ans:C &A9. :mpact assessment is 21T normall" part of !hich of the follo!ing processes* . B. C. D. ans:D &A&. n overhead !ould normall" be regarded as !hich of the follo!ing* Problem Management :T Service Continuit" Planning :ncident Management Service Level Management Cold standb" facilit" to be located in the car par' #eciprocal arrangement !ith a local compan" -ot standb" at a site some distance a!a" Dormant contract !ith a mainframe supplier #educed re?uirement for :T 'no!ledge throughout the user Cffective correction of the root cause of incidents Carl" !arning of potential business :T operational failures Ieeping customer<s informed uthorisation for changes to the service Service performance trends Corrective actions to be ta'en Customer satisfaction !ith the service

. B. C. D. ans:

n indirect cost discounted charge direct cost The mar'et price

&A(. Consider these statements:

&. Service Capacit" Management should ensure that the t"pe+ pattern and t"pical resource re?uirements of all services is understood (. Fnderta'ing Service Capacit" Management is sufficient to ensure that the performance difficulties never arise 0hich of these statements is%are correct* . B. C. D. ans:D &A.. properl" implemented and tested :T Service Continuit" Plan can help business continuit" b": . Planning the implementation of ne! services at times that don<t impact the business B. Cnabling a speed" recover" of service after a disaster C. #evie!ing trends in incidents and planning to avoid repetition D. -aving planned maintenance tas's that reduce the li'elihood of incidents ans:B &A). ;rom a !ell6informed Fser<s perspective+ !hich of the follo!ing is a li'el" se?uence in the management of a service failure* . :ncident Management+ Change Management+ #elease Management+ Problem Management B. :ncident Management+ Problem Management+ #elease Management+ Change Management C. :ncident Management+ Problem Management+ Change Management+ #elease Management D. Change Management+ :ncident Management+ Problem Management+ #elease Management 2either Both 1nl" ( 1nl" &

ans:C &A=. The Change Management function is 21T responsible for: . B. C. assessed D. ans:D &A,. 0hich of the follo!ing need 21T be recorded as part of a Change #ecord* . B. C. D. ans:D &A@. Consider the follo!ing: &. Details of a Cl must be entered into the CMDB after it is added to the live environment (. Cl consists of a number of component C:s 0hich of the above statements is true in all cases* . B. C. D. ans:B &AA. 0hich of the follo!ing is 21T the responsibilit" of the #elease Management process* . B. C. D. verified ans:D Distributing soft!are The ph"sical aspects of soft!are control -elping to determine the soft!are release polic" Cnsuring that CMDB entries concerning soft!are C:s are Both & G ( 2either 1nl" & 1nl" ( The scheduled implementation date Some details of the bac'6out plan n" C B recommendations The names of the C B members Scheduling a change to the net!or' Cnsuring that a change to an application is prioritised Cnsuring that the impact of a change to hard!are is full" :mplementing the release of a soft!are change

&AB. 0hich is the correct se?uence of events for describing an incident lifec"cle after the incident has occurred* . B. C. D. ans:D &B9. 0hich of the follo!ing statements best describes a <problem<* . n incident !hich has been diagnosed and for !hich a resolution e/ists B. n incident that has passed its service level for fi/ing C. n incident that has occurred more than once D. The un'no!n underl"ing cause of one or more incidents ans:D &B&. B" introducing budgeting and accounting for :T services+ !hich of the follo!ing !ill be a D:#CCT benefit* . B. C. D. ans:C &B(. 0hich of the follo!ing statements is true* . Ph"sical copies of all C:s are stored in the DSL B. The DSL contains source code onl" C. #elease Management is responsible for managing the organisation<s rights and obligations regarding soft!are D. change ma" onl" be developed from non6definitive version of soft!are in the case of an urgent release ans:C &B.. :n !hich of the follo!ing circumstances is re?uesting an urgent change >ustified* . 1nl" one small component re?uires changing and it is unli'el" to affect an" other components A. The C B meeting has been cancelled because most of the members are unavailable at the time previousl" agreed Better value for mone" Clearer charging policies :mproved financial forecasting -igher ?ualit" support Detection+ Detection+ Detection+ Detection+ #epair+ #ecover"+ #estoration+ Diagnosis #ecover"+ #epair+ #estoration+ Diagnosis Diagnosis+ #ecover"+ #epair+ #estoration Diagnosis+ #epair+ #ecover"+ #estoration

C. The supplier has advised that previous versions !ill not be supported ver" much longer D. The change is needed to correct an error on a business critical s"stem ans:D &B). The prime responsibilit" of vailabilit" Management is:

. To understand the behaviour of C:s B. To deliver a level of availabilit" that enables customers to satisf" their business ob>ectives C. To negotiate and manage support contracts for hard!are and soft!are D. To manage securit" and serviceabilit" of all :T services ans:B &B=. 0hich of the follo!ing is 21T a valid charging polic"* . B. C. D. ans:B &B,. 0hich of the follo!ing are li'el" members of the Change Board* . B. C. D. ans:C &B@. 0hich of these is 21T a purpose for !hich Service Capacit" Management information can be used* . B. C. D. ans: &BA. 0hich of the follo!ing is 21T an attribute of a hard!are Cl* DSL control S"stems throughput calculation 2et!or' performance anal"sis Demand Management Problem Manager Change Manager ll of them Customer representatives dvisor" Cost recover" ctivit" base costing <Cost plus< pricing Mar'et rate

. B. C. D. ans:

2umber of items 0hat it costs supplier<s part number manufacturer<s serial number

&BB. 0hich of the follo!ing list !ill 21T have a direct impact upon :T capacit"* . B. C. D. ans:D (99. 0hich of the follo!ing is most involved !ith the: :ncident 6 Problem 6 Ino!n Crror 6 Change lifec"cle* . B. C. D. ans: Service Support Service Management Service Deliver" Customers Services n increase reduction reduction n increase in in in in net!or' band!idth available transactions processed the number of files to be stored the cost per transaction