1.

Which of the following documents would help provide insight into the load of the IT systems and the
development of the organization in the medium and long term?

A. Availability
Availabilit y Plan
B. Capacity Plan
C. Service Level Agreement
D. Back-out Plan

Ans: B

2. Which process ensures that an interruption in the provision of services is diagnosed as quickly as
possible?

A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management

Ans.B

3. After a change, who is responsible for ensuring that security measures maintain the security level?

A. The Board of Management

B. The Change Manager
C. The Release Manager
D. The Security Manager

Ans : D

4. Which process is responsible for keeping the Configuration Management Database (CMDB) up to
date ?

A. Change Management
B. Configuration
Configuratio n Management
C. Incident Management
D. Release Management

Ans: B
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5. What is purpose of a Post Implementation Review (PIR) of an implement Change?

A. to check whether the intended goal has been achieved

B. to be able to complete the change
change
C. to be able to implement new changes
D. to determine which problem are related to the change

Ans:A

6. Error Control and trend analysis of incidents are activities of which process?

A. Availability
Availabilit y Management
B. Incident Management
C. Problem Management
D. Service Level Management

Ans : C

7. Which of the following is an example of a Configuration Item (CI)?

A. Service Catalog
B. Serial number
C. Location of a server
D. Supplier of an
an Underpinning Contract (UC)

Ans:A

8.What group will the Change Manager convene in case of a complex change in the IT
infrastructure ?

A. the Change Advisory Board

B. the Management Team
C. the Problem Management
D. the Service Management

Ans: A
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9. In Which of the following activities are the priority and the category of a Change determined ?

A. accepting a Request for Change (RFC)

B. classifying Request for Change(RFC)
C. planning a change
D. registering a Request for Change (RFC)

Ans : B

10.Which process is specifically responsible for preventing unauthorized access to data system ?

A. Capacity Management
B. IT Service Continuity Management
C. Security Management
D. Service Level Management

Ans: C

11. Which Change Management activity indicates the priority and category of an accepted Request for
Change (RFC)?

A. Classification
B. Coordination
C. Registration
D. Scheduling

Ans : A

12. Which of the following is a task of Configuration Management ?

A. monitoring the infrastructure capacity

B. monitoring the software modules (Software Cls)
C. monitoring the relationships
relationships between Configuration items (Cls)
D. monitoring the status
status of changes

Ans: C
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13. One of the activities of Capacity Management involves making evaluations and predications
regarding the hardware that is required to run a new or modified application. The predictions include
data about the performance levels that can be expected, the requisite hardware and the costs.

Which of the activities of Capacity Management is responsible for this?

A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning

Ans: A

14. What data is recorded when an incident is reported to the Service Desk?

A. the name of the person reporting the incident

B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the name of the person who are authorized to implement Changes in the Configuration
Management Database (CMDB)

Ans: A

15. When an IT service provider adopts and adapts ITIL? Best practices, which of the following is the
greatest benefit ?

A. Work is carried out using a project-oriented approach.

B. There is a central Service Desk.
C. The organization is more customer- oriented
D. Work is carried out using a process-oriented approach

Ans : D

16 Which process focuses specifically on tracing or finding the cause of recurring errors and
documenting them?

A. IT Service Continuity Management

B. Know Error Management
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17. Which information does Financial Management for IT Services extract from the Configuration
Management Database (CMDB)?

A. Which equipment is being used by whom

B. Where the equipment has been set up
C. Which software version is being used
D. Which equipment us causing incidents

Ans: A

18. Which process includes developing a recovery plan?

A. IT Service Continuity Management

B. Problem Management
C. Capacity Management
D. Availability Management

Ans: A

19. The incident report from the previous month indicates that the average recovery period was two
hours.

A. This means that incident lasted an average of two hours during that month.
B. This means that in that month, a randomly selected incident was remedied within two hours.
C. This means that it took an average of two hours
hours before the service, after repairs, was made
available to the user.
D. This means that it took an average of two hours for the user to report the incident to the Service
Desk.

Ans: C

20. Which of the following is an activity of IT Service Continuity Management?

A. Analyzing the Service Windows

B. Creating and maintaining recovery options
C. Providing report on availability
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21. What is Error Control responsible for in Problem Management?

A. Tracing problem
B. Managing the known Errors
C. Finding the root cause of the problem
D. Implementing a solution for the error.

Ans: B

22. The Definitive Software Library (DSL) and the Definitive Hardware Store (DHS) are terms used
when distributing software and hardware

Which process is responsible for keeping the DSL and the DHS up-to-date?

A. Capacity Management
B. Computer installation and Acceptance
C. Configuration Management
D. Release Management

Ans: D

23. What is a known Error?

A. a serious incident that occurs often

B. a Problem that is resolved
C. a Problem for which the cause is known and a Workaround ha been identified
D. a Problem that cannot be matched.

Ans: C

24. Which process provides input to Change Management for estimating the impact of a Change?

A. Configuration
Configuratio n Management
B. Incident Management
C. Problem Management
D. Release Management
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25. Which process is responsible for recording the logical and physical relationships between the
various components of the IT infrastructure

A. Availability
Availabilit y Management
B. Configuration
Configuratio n Management
C. Release Management
D. Incident Management

Ans B

26. What information is not required to set up a process?

A. the process owner

B. the trigger (input)
C. the objective
D. the desired result (output)

Ans: A

27. Which process is responsible for establishing and maintaining a Know Error database?

A. Change Management
B. Incident Management
C. Configuration Management
D. Problem Management

Ans: D

28. Which applications does the Service Desk support?

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29. Which process could assist IT Service Continuity Management in ensuring this does not
happen?

A. Availability
Availabilit y Management
B. Change Management
C. Security Management
D. Financial Management for IT Services.

Ans: B

30. What is a Configuration Baseline?

A. the recoded composition (snapshot) of a CI or group of CI’s to be used as a reference

B. the CI level
C. the relation between Configuration items (parent-child relationships)
D. the stating point for testing new software

Ans: A

31. One of the activities of Capacity Mangement involves making evaluation and predictions
regarding the hardware that is required to run a new or modified application. The prediction
include data about the performance levels that can be expected, the requisite hardware and the
costs.

Which of the activities of Capacity Management is responsible for this?

A. Application Sizing
B. Capacity Planning
C. Monitoring
D. Tuning
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33. Which of the following is considered a Configuration Item (CI)?

A. incident
B. IT personnel
C. organizational chart
D. process

Ans: C

34. Why is it important that the Service Desk attempts to link an incident to a Known Error?

A. because this is part of the ITIL? Management model

B. because this means the incident can be resolved more quickly
C. because this allows incident to be better tracked
D. because otherwise Problem Management cannot work

Ans; B

35. Which of the following process provides Problem Management with reports about the IT
infracture?

A. Financial Management for IT Services.

B. Change Management
C. Configuration Management
D. Incident Managemant

Ans; C
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37. Which process or function ensure that change proposals are submitted with the aim of removing
error within the IT infrastructure?

A. Change Management
B. Configuration Management
C. Problem Management
D. Service Desk.

Ans C

38. Which process provides a user insight into the status of the failure?

A. Availability Management
B. Incident Management
C. Problem Management
D. Service Level Management

Ans: B

39. Which of the following factor party determines the priority of an incident?

A. the requisite resources

B. the category
C. the impact
D. the wishes of the customer

Ans: C

40. Which process provides components of the IT infrastructure with a unique and systematic name
(designation)?
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41. In which of the following are the agreements on security between a customer and the IT
organization recorded?

A. Service Improvement Plan

B. Service Level Agreement
C. Service Level Requirement
D. Underpinning Contract

Ans: B

42. What is an underpinning Contract?

A. a contract with an internal customer

B. a contract with an external customer
C. a contract with an internal supplier
D. a contract with an external supplier

Ans: D

43. What does the term “ Serviceability” refer to?

A. contract between external suppliers and the customer

B. contract between external supplier of service and the IT department
C. contract between internal IT department
D. contract between IT management
management and the customer

Ans: B

44. Who is responsible for tracking and monitoring an incident from an implement change?
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45. In recent months at a transport company with 1500 destops, dozens of request have been
received for expansion of the internal memory because its size has proven to be insufficient.

Which process should have prevented this from happening?

A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management

Ans : A

46. Certain data is needed to describe an ITIL?process. This include the objectives and the output.

What else is required?

A. activities
B. authorizations
C. environment
D. Configuration Management Database (CMDB)
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49. Problem Management has submitted a Request for Change (RFC) to Change Management.
The request is to replace all desktop hard disks of brand X and type Y
Which sequential steps should be taken to carry out the change?

A. Acceptance of Request for Change, Scheduling, Building, Testing, Implementation,

Review, Completion
B. Implementation and Testing, Recording, Reporting, Review, Completion
C. Recording, Implementation, Testing, Completion, Reporting
D. Scheduling, Implementation, Testing, Review

Ans: A.

50. Which item is required in the Post Implementation Review (PIR) of a Change?

A. whether the Change has achieved the intended goalgoal

B. whether the CI registration in the Configuration Management Database (CMDB) is up-to-
date
C. whther the Management of the IT department is Satisfied with the implementation of the
Change
D. to which Configuration items (CIs) the Change relates.

Ans A.
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53. Which process is aimed at restoring IT Services as soon as possible after the organization has
been hit by a lengthy interruption?

A. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. Problem Management

Ans: C

54. One of the activities of Problem Management is the analysis of historical and Problem data held
in the Configuration Management Database (CMDB)

Which aspect of the Problem Management accomplishes this?

A. Error Control
B. Identification
Identificati on of root causes
C. Proactive Problem Management
D. Problem Control

Ans: C
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57. Which process checks whether Request for Change (RFCs) regarding the IT infrastructure are
logical, feasible and/or necessary?

A. Change Management
B. Configuration Management
C. Capacity Management
D. Service Level Management

Ans: A

58. What is Demand Management?

A. When Service Level Management determines the customer demand.

B. When Service Level Management determined the level of customer satisfaction.
C. When the Service Desk determines the information needs.
D. When Capacity Management determines and regulates the capacity demand.

Ans: D

59. Which of the following process is most closely related to Release Management?

A. Availability Management
B. Capacity Management
C. Configuration Management
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Ans: B

62. When
W hen can the building and testing of
of Change begin?

A. As soon as the impact analysis has been discussed by the member of the Change
Advisory Board.
B. As soon as there is a correct network plan for the Change
C. As soon as the Request for Change (RFC) has been formally authorized
D. As soon as the Request for Change (RFC) has been classified.

Ans: C

63. Which process is aimed at restoring IT Service as soon as possible after the organization has
been hit by a lengthy interruption?

A. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. Problem Management

Ans:C
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66. Which process focuses specifically on tracing or finding the cause of recurring error and
documenting them?

A. IT Service Continuity
Continuit y Management
B. Known Error Management
C. Problem Management
D. Service Level Management

Ans: C

67. What is the most common process that is associated with the Service Desk?
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70. Which aspect is important when registering security incidents?

A. the person who reported the incident

B. the application disciplinary measures
C. qualified Service desk employee
D. recognizing the event as a security incident

Ans: D

71. Which process includes the responsibility of recovering the service as quickly as possible?

A. Availability Management
B. IT Service Continuity
Continuit y Management
C. Incident Management
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Ans: B

75. Which of the following is not regarded as an incident?

A. a complaint about the service of the Service Desk

B. a standard request for change
C. a report of a breakdown
D. a question about how an application works

Ans: B

76. Which of the following activities are the priority and the category of the Change determined?
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Which of the following events is an incident?

A. information about the departure time of the train to London

B. a question about where the manual is
C. a report that the printer is not working
D. a request for the installation of a new bookkeeping package

Ans: C

80. Problem Management has researched a number of incidents an has comes to the conclusion
that they all follow the same pattern. All PCs freeze during a spelling check in a certain word
processor when the documents concerned are larger than 150 pages. Inquiries to the supplier
of the software have determined that the cause of the problem is a bug in the software. The
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A. a Service Level Agreement

B. a modified Configuration Item
C. a risk analysis
D. a change request

Ans: D

83. Which term is also used for routing or passing on incidents to another solution group?

A. classification
B. escalation
C. registration
D. prioritization
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A. a single Change made up of several separate Changes

B. a single Change that consists of both hardware and software
C. several Changes that are merged due to their size
D. several Changes that are merged due to their minor impact

Ans: A
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B. Configuration Management
C. Release Management
D. IT Infrastructure Management

Ans: A
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B. recognizing customer requirement and subsequently adjusting the Service Level

Agreements (SLAs)
C. solving incident by looking for their underlying causes
D. officially approving Request for Change (RFCs)

Ans: A
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A. Service Level Agreement (SLA)

B. Service Quality Plan (SQP)
(SQP)
C. Operational Level Agreement (OLA)
D. Underpinning Contract

Ans: C
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A. Operational Level Agreement (OLA)

B. Service Catalog
C. Service Level Agreement (SLA)
D. Service Window

Ans: B
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