ITIL ITSM Practice exam1
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Which of the following statements is incorrect?
A. Problem Management may be involved when a major incident occurs.
B. The Service Desk monitors problems throughout their lifecycles.
C. Problem Management is responsible for managing the re - B. The Service Desk monitors problems throughout their lifecycles.
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For which of the following activities is the Service Desk NOT responsible?
A. Impact analysis
B. Root cause identification
C. Categorization and prioritization
D. Escalation - B. Root cause identification
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Which of these is not part of Capacity Management?
A. Tuning
B. Demand Management
C. Application sizing
D. Maintainability - D. Maintainability
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Following the release of a software upgrade to fix a known error, which area is responsible for ensuring that the CMDB is updated correctly?
A. Change Management
B. Problem Management
C. Configuration Management
D. Release Management - C. Configuration Management
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Consider the following situations:
1. An incident exceeds the downtime stipulated within a SLA.
2. The business impact of an incident changes due to unforeseen circumstances.
3. The number of users impacted by an incident is greater than f - A. All four
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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 this with the customer?
A. The IT Finance Manager
B. The Configuration Manager
C. The Service Leve - C. The Service Level Manager
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Which of the following is the last stage of the Problem Management process?
A. The referral of any associated RFCs to Change Management
B. Log the problem
C. Problem record closure
D. A review of the problem and its impact - C. Problem record closure
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Which of the following justifications could be considered a valid reason for a business not having any continuity plans for a specific IT service?
A. The IT department does not have the skills for developing continuity plans.
B. The IT departme - D. A management decision has been made following a business impact assessment
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Which of the following is NOT a Problem Management responsibility?
A. Ownership of an incident throughout it's lifecycle
B. Investigation & Diagnosis
C. Raising Requests for Change
D. Maintenance of a known error database - A. Ownership of an incident throughout it's lifecycle
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Change Management ensures that scheduling decisions are based on:
1. Urgency
2. Impact
3. Resource
Which of the above are correct?
A 1 & 2
B. All three
C. 1 & 3
D. 2 & 3 - B. All three
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Writing-off an equal amount of an asset’s value each year, usually a fixed percentage of cost, is one method of assessing:
A. Transfer costs
B. Discounted cash flow
C. Net book value
D. Depreciation - D. Depreciation
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When establishing a new SLA, or amending an existing one, which of the following should the Service Level Manager take into account:
1. That the new, or revised, SLA can meet the targets agreed with the customer.
2. That the conditions in other - C. 1, 2 & 3
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There is a network incident that affects 200 users. At the same time the Managing Director’s printer has broken and he wants to print a report now. Which of the following statements can be deduced from this information?
A. There is insufficient in - A. There is insufficient information to determine which incident has the higher priority.
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Which of the following is NOT a concern of Resource Capacity Management?
A. Differential charging for exceptional workloads.
B. Understanding the style of a new application in order to assess its potential impact on the infrastructure.
C. - A. Differential charging for exceptional workloads.
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Under an ITIL Change Management process, once a change has been built, who should undertake testing?
A. The Change Builder
B. The Change Manager
C. The Change Advisory Board
D. An independent tester - D. An independent tester
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Consider this list:
1. Analytical
2. Simulation
3. Demand
4. Resource
Which of those listed above are techniques of IT Modeling?
A. 3 & 4
B. 1 & 2
C. 2 & 3
D. 1 & 4 -
B. 1 & 2
1. Analytical
2. Simulation -
A known error occurs when:
A. An error has occurred several times and has been passed on to Problem Management.
B. An error occurs that has not been diagnosed and for which circumvention does not yet exist.
C. A problem has been diagnosed - C. A problem has been diagnosed and a resolution or circumvention exists
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Which of the following is NOT true?
A. Maintaining the agreed level of confidentiality is a concern of Availability Management.
B. Availability Management should contribute to the design and development of new software products.
C. Availab - C. Availability Management negotiates availability levels with customers to ensure that their requirements are met.
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The term ‘variant’ is best used to describe:
A. Unauthorized or illegal versions of software.
B. An incident that has the same impact as an existing known error but a different root cause.
C. A CI based on another, but with minor amend - C. A CI based on another, but with minor amendments applied.
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Consider the following information:
1. Type identity
2. Unique identifier
3. Version number
4. Copy number
Which of the above details should be recorded for every CI recorded within the CMDB?
A. 1 & 2
B. 1, 3 -
A. 1 & 2
1. Type identity
2. Unique identifier -
Which of the following is NOT a responsibility of the IT Service Continuity planning team?
A. Outlining possible measures to protect an IT service.
B. Deciding the business criticality of an IT service.
C. Testing the plans for recovery of - B. Deciding the business criticality of an IT service.
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Which of the following abbreviations most accurately represents ‘downtime’?
A. MTTR
B. CFIA
C. MTBF
D. MTBSI - A. MTTR
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Which is the correct combination 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
A. 1-D, 2-C, 3-A, -
B. 1-D, 2-A, 3-B, 4-C
1. CMDB A. Availability Management
2. CFIA B. Release Management
3. DHS C. Service Level Management
4. OLA D. Configuration -
Which of the following best describes ‘reliability’?
A. The combination of confidentiality, integrity and maintainability.
B. The ability of a service to remain functional even though some components have failed.
C. The ability of a CI - C. The ability of a CI to remain functional under given conditions.
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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. I - A. Reviewing changes to ensure they have worked.
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Within an ITIL compliant Change Management process, who decides on the categorization of a proposed change?
A. Change Manager
B. Change Advisory Board
C. Change Requestor
D. Change Implementer - A. Change Manager
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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 availabl - A. Restoration of telecommunications will be simple.
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Which of the following activities is NOT part of the release process:
A. Moving software from the DSL to the development environment.
B. Moving software from the DSL to the live environment.
C. Moving software from the development to the t - D. Moving software from the live environment to the DSL.
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Charging business users a premium rate for using resources at peak times is known as:
A. Peak resource charging
B. Differential charging
C. Notional charging
D. Surcharging - B. Differential charging
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Which of the following statements best describes the Definitive Software Library?
A. A secure software library containing all versions of software CI’s in their definitive, quality controlled, form.
B. A logical library, held securely on comp - A. A secure software library containing all versions of software CI’s in their definitive, quality controlled, form.
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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 Plannin -
C. 1-D, 2-C, 3-A, 4-B
1. Risks A. Capacity Management
2. Reliability B. Release Management
3. Thresholds C. Availability Management
4. Roll-outs D. IT Service Continuity Planning -
One reason for building a Cost Model is so that:
A. Charges will reflect what the market will bear.
B. It can be related directly to its constituent units.
C. The costs of IT can be aligned to business activities.
D. It is easy for IT - C. The costs of IT can be aligned to business activities.
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Which of the following is NOT an aim of the Release Management process?
A. To assess the impact of software changes.
B. To agree to the content of software releases, through liaison with Change Management.
C. To design and implement effect - A. To assess the impact of software changes.
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Risk assessment is NOT a major part of which of the following processes?
A. Cost Management
B. IT Service Continuity Management
C. Change Management
D. Availability Management - A. Cost Management
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Which of the following is most involved with the day-to-day maintenance of quality services?
A. Customer Services
B. Applications Development
C. Service Delivery
D. Service Support - D. Service Support
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The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which document might the Service Desk’s agreement to this requirement be recorded?
A. Internal Specification Sheet
- B. Operational Level Agreement
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Which of the following is NOT part of the role of the Service Desk?
A. Providing support to the user community.
B. Resolving the root causes of incidents.
C. Acting as the day-to-day interface between IT services and users.
D. Monitor - B. Resolving the root causes of incidents.
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Which of the following would NOT normally be regarded as one of the major input cost elements of an IT service?
A. Accommodation
B. Transfer
C. Software
D. Cost Model - D. Cost Model
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Items of information stored in the CMDB relating to a specific CI are known as:
A. Components
B. Features
C. Attributes
D. Characteristics - C. Attributes
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How does Problem Management support the Service Desk activities?
A. It resolves serious incidents for the Service Desk.
B. It studies all Incidents resolved by the Service Desk.
C. It relieves the Service Desk by communicating the resoluti - D. It makes information on a known error available to the Service Desk.