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Service Desk
A Service Desk staff should NOT be Forthright
Exam Questions
Which of the following lists best describes the key attributes needed by the Service Desk Staff?
A Good interpersonal skills; tenacious; technically astute; firm
B Business aware; articulate; methodical; tolerant; good interpersonal skills
C Logical; methodical; tenacious; forthright; analytical
D Well presented; technical specialists; numerate; good interpersonal skills
Which incidents should be logged by the Service Desk?
A Only incidents not resolved at logging
B Only incidents from bona fide customers
C All incidents except simple enquiries
D All incidents
Consider the following metrics:
1 Number of incidents closed on without onward referral
2 Number of incidents correctly categorised at logging
3 Number of hardware faults reported
Which of the above are valid performance indicators for the Service Desk?
A All three
B 1 & 2
C 1 & 3
D 2 & 3
Incident mgt
Restoring services is a PRIMARY objective of Incident Management
ALL calls should be logged
Incident - Problem - Known Error – Change
Exam Ques
Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution?
A Change, Configuration, Release & Problem Management
B Only Configuration, Problem & Release Management
C Only Change & Release Management
D Only Change, Release & Configuration Management
E Only Problem & Release Management
A trend analysis of incident data that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?
A A presentation to the board of directors to explain the importance of Problem Management
B Implementation of the Problem Management process
C The selection of an appropriate tool to log all incident data more accurately
D The introduction of a single Service Desk number so customers know who to contact
Which of the following data is least likely to be used in the incident control process?
A Incident category
B Make/model of faulty item
C Impact code
D Cost of faulty item
If a customer complains that service levels are below those agreed in the SLA, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?
A The Incident Manager
B The Capacity Manager
C The Problem Manager
D The Availability Manager
Problem mgt
Unknown Underlying cause
Root Cause with workaround
Error Control
Problem Control
Exam ques
What is the difference between a Problem and a Known Error?
A A Known Error is always the result of an incident, a Problem is not
B There is no real difference between a Problem and a Known Error
C In the case of a Known Error there is a fault in the IT infrastructure, with a Problem there is not
D In the case of a Known Error the underlying cause of the Problem is known
A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. This is probably due to an incorrect change in the software. The change involved extending the “stock number” field by two positions. This change was also introduced in a monthly program that has not yet been run. The situation needs to be corrected very quickly to avoid affecting manufacturing. What is the best possible solution to be adopted by Problem Management when handling the error?
A The errors are reported and because the underlying cause is known, handled by Change Management as a Request for Change with the status of ‘urgent change’
B The errors are reported as problems at the Service Desk and because manufacturing is involved, are directly introduced as Changes
C The errors are reported as Incidents to the Service Desk and after some research they are identified as Known Errors, which can then be changed
D The errors are reported as Incidents and a Problem is identified. After the cause of the error has been established and a temporary workaround found, it is labelled as a Known Error that can be corrected by raising a Request for Change
Config mgt
The key to configuration management is that it identifies RELATIONSHIPS between CI’s
Configuration Activities
Planning
Identification of Configuration item (CI)
Control
Status Accounting (ordered, delivered,tested, installed, under repair, retired)
Verification & Audit
Configuration Management Database
Hardware
Software
Documentation
Processes and Procedures
Technical Documentation
Organisational Charts / Diagrams
IT Staff
All CI’s have a number of ATTRIBUTES
CIS’s ALWAYS have Unique ID and CI Type ID attributes
Base Level lowest level a CI is uniquely identified
Baseline = Snapshot of CMDB structure and detail
CI Variant is an additional CI attribute e.g. Keyboard CI may have French and English variants
Exam ques
What information does Configuration Mgt provide to the IT management of an organisation?
A Variations from agreed service levels (IM)
B Time spent on investigation and diagnosis by each support group (IM)
C Number of incidents and problems per category (IM)
D Details and history of the IT infrastructure
A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?
A A user name
B A video monitor (SW)
C A bought-in software package (HW)
D A procedure (DOC)
What is the main difference between a CMDB (Configuration Management Database) and a typical asset register?
A A CMDB is a computerised system – most asset registers are not
B There is no difference
C Only hardware and software is recorded in a CMDB
D A CMDB is a database that shows the relationships between items
Which of the following can be regarded as CIs?
1.Hardware
2.Documentation
3.Staff (NOT USERS)
4.Software
5.Network components
A 1,4 & 5
B 1,2,4 & 5
C 1 & 4
D All of them
Change Mgt
Basic and Urgent Change Control Process
Change is associated with RISK
CAB Members
Problem Manager
Change Manager
Customer Representatives
Exam ques
When can the building, testing and implementation of a change begin?
A If it is urgent, as soon as the Request for Change has been classified
B As soon as there is a back-out plan for the change
C As soon as the impact analysis has been discussed by the members of the Change Advisory Board
D As soon as the Request for Change has been formally authorised
How frequently should CAB/EC meeting be held?
A Daily
B Monthly
C Weekly
D As required
Consider the following statements:
1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes
2 Change Management controls all aspects of the change process
Which of these statements is true?
A 1
B Neither of them
C 2
D Both of them
Release Mgt
Release is associated with ROLLOUT
Urgent Software releases do not require FULL testing
Exam Ques
One of Release Management’s tasks is to set up a DHS. Which statement most closely describes the DHS?
A A DHS is a number of physical locations where baselines are stored
B Before setting up a DHS a tool should first be purchased for releasing the hardware into the environment
C A DHS is an area set aside for the secure storage of definitive hardware spares
D A DHS is a database in which all definitive hardware Configuration Items are recorded
The words Delta, Full and Package describe different types of release. Which one of these following statements is true?
A A Package release contains hardware and software
B Urgent changes are always Delta releases
C A Delta release is only ever part of a Package release
D A Full release releases the ‘normal release unit’ into the live environment
Students at a college can send in their course work from their home PC via the telephone Network. They can then check their results on their PCs. A student needs an existing set of programs that can be configured for the particular course that the student is following. Which process is responsible for the correct configuring and transmission of the programs?
A Release Management
B Change Management
C Configuration Management
D Network Management
SLA Mgt
Negotiate and Agree
Exam ques
Which of the following are direct advantages of entering into Service Level Agreements?
1 The expectations of both the IT customer and the provider should be aligned
2 Fewer incidents will occur
3 Unambiguous measurements of service provision will be provided
4 The number of changes that have to be backed out will decrease
A 2 & 4
B 1 & 2
C 3 & 4
D 1 & 3
Fin Mgt
ABC of Finance
Accounting (MAN)
Budgeting (MAN)
Charging (OPT)
You must have a cost model before you can charge
Charging shows Total Cost of Ownership
THE SPA – Cost Types
Overhead or indirect cost total cost of indirect materials wages and expenses.
Direct cost can be traced in full to a product or service, cost centre or department e.g. Wages
Indirect Cost cannot be traced directly in full to product or service, cost centre or department because it has been apportioned.
Exam ques
Without a good Accounting System you cannot:
1.Know the full cost of services provided
2.Judge the efficiency of Problem Management
3.Recover costs related to usage, should you wish
Which of the above is true?
A 1,2 & 3
B 1 & 3 only
C 1 & 2 only
Note! The question is asking you is 2 or 3 correct as 1 appears in all answers and must be correct.
Which of the following is NOT the concern of IT Financial Management?
A Telephone charges
B Invoicing
C Differential Charging (High and Low Tariffs) – Demand Management Method used in CAPACITY MANAGEMENT
D Reviewing IT service quality
Which of the following statements on IT Financial Management is correct?
A An IT Financial Manager identifies the costs incurred by IT and might propose prices for the services supplied
B In order to set up Budgeting and Accounting, SLA’s and OLA’s need to have been agreed
C It is only possible to be cost conscious if the customer is charged for services (hinting at TCO)
D IT Financial Management must agree charges with the customer before establishing a Cost Model (Cost Model comes before charging)
Avail Mgt
Remember the ABILITY
RELIABILITY
MAINTAINABILITY
SERVICEABILITY
But NOT VULNERABIILITY (ITSCM)
CIA (Confidentiality, Integrity and Availability)
Exam ques
Availability Management is responsible for ………..
1.Understanding the reliability of components to carry out a required function under given conditions over a certain period of time
2.The ease with which maintenance (Maintainability) of service components can be carried out
3.Negotiating availability levels with customers
Which of these is correct?
A Only 2 & 3
B Only 1 & 2
C 1, 2 & 3
D Only 1 & 3
Note ! 1 is definitely correct and 3 is definitely wrong (SLM) 2 is disguised!!!!
Percentage availability is calculated as:
A DT * 100 C (AST – DT) * 100
--- ----——
AST AST
B AST * 100 D AST
--- ----—-
DT (AST – DT) * 100
Note! It just is – Remember it! Treat it as a gift
(100 – 20) * 100
--— = 80%
100
In Availability Management terms, what do the letters CIA stand for?
A Component Impact Analysis (ITSCM)
B Confidentiality, Integrity, Availability
C Configuration Item Availability
D Central Intelligence Agency (A contradiction in terms)
Managing service availability is now more important than ever because ……
A The dependence (Reliability – prevention of failure) of customers on their IT has grown
B System Management tools can now provide much more real time performance management information
C More IT systems are outsourced
D More service providers now have Service Level Agreements with their customers
Capacity mgt
Business Capacity Management - future business requirements
Service Capacity Management – current service delivery
Resource Capacity Management – underlying resource components
Demand Management – Differential Charging
Modelling
Tuning
Analytical
Simulation
Baseline (what if?)
Application sizing
There are capacity threshold that generate alerts!
Exam ques
Application Sizing is a technique used by Capacity Management. Why is Application Sizing Important?
A The availability of an IT service can be measured (AM)
B The use of an IT application can be controlled
C The maintenance of technical skills is important to application developers
D The resources needed (RCM) for an application and its performance can be predicted (BCM)
Differential Charging is a technique used in ………..
A FTA (Fault Tree Analysis – ITSCM)
B Status Accounting (Configuration Management)
C Demand Management (Capacity Management – Varying Tariffs)
D CRAMM (ITSCM – Risk Analysis)
Service Cont Mgt
Know the Disaster Recovery options
Exam ques
In relation to IT Service Continuity Planning, the severity of a disaster depends upon:
A The time of day it occurs
B How many people are available to assist in recovery
C The type of disaster, whether flood, fire etc
D The impact (EFFECT) upon customers’ businesses
Consider the following statements about IT Service Continuity Planning:
1.The intermediate recovery external option offers a remote installation, fully equipped with all the required hardware, software, communications and environmental control equipment
2.The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to over-subscription
A Both
B Neither
C Only 1
D Only 2
Your organisation has just entered into a Gradual Recovery (Cold Standby) IT service Continuity Agreement. Within the ITIL definition, which of the following lists is INCORRECT for what you could find at the contingency site?
A A building, electricity, telecommunications equipment, office space for technical staff
B Stand-by generator, telecommunications equipment, system manuals, support staff, water
C A building, telecommunications equipment, a computer, support staff, documentation
D A building, electricity, water, support staff, system manuals
Which of the following would you NOT expect to see in an IT Service Continuity Plan?
A Contact lists
B The version number
C Reference to change control procedures
D Full Service Level Agreements (SLM)
56 Más
1.Which three data are necessary a process be able describe
a. What is the procedure? How does the information flow go? How do the responsibilities of the people concerned lie?
b.What is the procedure? Who in the process it has been involved? What is the tasks of people concerned?
c. What is the aim? What is the activities? What is the results of these activities?
d. What is the aim? Which resources are available? How do the powers of the people concerned lie?
Answer: c
2. Equipment, system and application software and data communication facilities belong to the IT infrastructure. Which are other components considered as a component of the IT infrastructure?
1 procedures
2 documentation
3 staff
a. 1 and 2
b. 1 and 3
c. 2 and 3
d. 1, 2 and 3
Answer: a
3. A user rings the helpdesk with the complaint that there acts at the use of a certain application always wrongly, as a result of which its connection with network is broken. Which process is responsible for the detection of the cause?
a. helpdesk
b. netwerkbeheer
c. probleembeheer
d. systeemontwikkeling
Answer: c
4.Which of examples mentioned below is NO example of a configuration item?
a. a description of the procedure
b. an user-manual
c. organization of company
d. an unique indentification code
Answer: d
5. A user calls with the complaint that the display device black remains, whereas the PC. pleases. He speaks suspecting from which the monitor piece is. Which process is responsible for the detection of the cause?
a. configuration control
b. service level management
c. helpdesk
d. problem management
Answer: d
6. To remedy ups in network a problem with making back, must a new disk entity installed and must the procedures for making back ups be adapted. By which process does have be given formally approval for carrying about these adaptions?
a. configuration control
b. network management
c. problem management
d. change management
Answer: d
7. What is the best description of an incident?
a. Each event which deviates of the expected standard functioning of IT service
b. Each verstoring of a service of which the cause is still unknown
c. Each question, observation or complaint which is communicated by a user to the helpdesk
Answer: a
8 .For the processing of a certain application it is important that on each computer in network the same version of software is installed. Which process is for this responsible?
a. Configuration Management
b. Network management
c. Program peering management and distribution
d. Chage management
Answer: c
9. By which factors of outside finished the IT service are regularly influenced?
a. Incidents solve, modifications carry out and carry out software distribution
b. Technological, social and economic developments
c. Strategic, tactical and operational decisions
Answer: b
10. Which influences of within a company lead to the use of resources to aim to reach?
a. lead strategy and policy to the use of resources to aim to reach
b. tasks and activities lead to the use of resources to aim to reach
c. main principles and alternatives determine leads to the use of resources to aim to reach
Answer: a
11. A user of network rings the helpdesk that he already a number of keren problems has has at storing files. He gets always the communication that there insufficient disk space available is. He says that he has rather communicated already a number of keren to this error to the helpdesk. He asks if he can more disk space acquire, so that the problem no longer appears.
Which terms applies to this situation?
a. incident
b. Known Error
c. Problem
d. Request for Change (RFC)
Answer: c
12. A user acquires a new pc. which is coupled to network. Its old PC. is installed as a print server for local network. Which process is responsible for registering this modification?
a. Configuration Management
b. Network Management
c. Problem Management
d. Change Management
Answer: a
13. A number will be installed soon new PC's. Within the IT organisation does himself now the question for for which configuration control is not now, however, and responsible. For which of activities mentioned below isn't configuration control responsible?
a. monitoring of completeness and correctness of the data concerning PC's
b.monitoring of the function of PC’s
c.naming and fixing the data concerning PC’s
d. recording and guarding of the status of the PC data
Answer: b
14. For which of activities mentioned below is the helpdesk among others responsible?
a. introducing modifications in the infrastructure
b. retrieving the causes of incidents
c.identifying the lying behind problems of the incidents
d. removing deviations or incidents
Answer: d
15. The IT manager of an insurance company asks to problem management for a compact report concerning the verstoringen which have acted the last month. The Executive Board of the verzekeringsmaatschap¬pij the IT manager many complaints has communicated of customers to have received. Which report can produce problem management best to the Executive Board to give insight in the functione¬ren of the computercen¬trum, in relation to the complaints of users?
a. A report concerning the nature and the number of verstoringen about which has complained the customers
b. A report of incidents, problems and recognised errors
c. A report of the new incidents, problems and recognised errors with high impact
Answer: b
16. In an insurance company burst out by a flow jamming local network and all PC's. Because of this the klantenaccep¬tatiesysteem and the recording system for schadeclaims are not beschik¬baar. After an hour the stroomsto¬ring have been remedied and the situation of by the stroom¬sto¬ring have repaired. Which impact has this incident on the service had?
a.This had a restricted impact on the service, because the customers were asked call back over an hour and they showed term for the situation
b.This had a large impact on the service, because the normal level of dienstverle¬ning could not be realised. The image of the company was damaged seriously because of this
c.This had no impact on the service, because everything could be registered on paper and later in the system could be processed
Answer:
17. In a company one wants inventory which questions and problems live there at users with respect to the use of a certain software parcel. Which process is responsible for conducting zo'n investigation?
a Service Level Management
b helpdesk
c Problem Management
d relation management consumers
18. The users of a network are faced repeatedly with the communication on their baffle that insufficient disk space available are. Because partly this problem to do has with the scope of software, the diskruimte of the hardware must be extended. In which process does have be given formal approval for this adaptation?
a Configuration Management
b Network Management
c Problem Management
d Change Management
19. programme peering management wants soon install a new application on network server, but needs for that information on the capacity of the server. Which information of capacity management is in this case necessary?
a. The required memory space for the application
b. the available memory space for the application
c. the memory space which the users have necessary
20. It is decided to experience a start with the doorbelasting of of the IT infrastructure, for in any case the connection time in the network to the users at bereke¬nen. Which process is responsible for the drawing up of the tax credit method
?
a.Available Management
b.Capacity Management
c.Cost Management
d Network Management
21. All data concerning the IT infrastructure have been set out, after a complete inventory, in the configuratiebeheerdataba¬se (CBDB). When is the first configuration audit kept?
a. directly after the helpdesk is implemented?
b. directly after completion of the CBDB
c. approximately two months after completion of the CBDB
d. as soon as appears that the information in the CBDB is no longer up-to-date
22. At the implementation of new release of a software parcel a number of tekortko¬mingen appear action. In spite of that it is decided the new introduce release. Which process is responsible for registering the observed tekortkomin¬gen?
a.Configuration Management
b.Problem Management
c.programme peering management
d.Change Management
23. What is the consequence of a too small range of configuration Management?
a. stipulated parts of the infrastructure can insufficiently be checked and managed
b. certain problems cannot be analysed because the available information is inadequate
c. there is insufficient guarantee that the supplied information is a correct reflection of reality
d. all called impact is correctly
24. Consider the statements mentioned below
.
- Hierarchical escalation means an escalation to hierarchically higher functiona¬ris, because these more knowledge or expertise has to solve an incident
.
- Functional escalation means that an expert is involved within the organisation, which has more knowledge or expertise to solve an incident. Its these statements correct?
a. only the first
b. only the second
c. both
d. none the both
25. Which process is there for responsible employees who are their guard word forget the occasion of giving a new guard word to choose?
a. Confoguration Management
b. helpdesk
c. Network Management
d. Change Management
Answer: b
26. Why is it necessary that the helpdesk employees have insight in on the one hand the different groups users and on the other side the services which are provided by the automation department?
a.by the user incident identified can be remedied then by the helpdesk more rapidly
b.the IT services can be coordinated then better on the individual needs of the users
c.the helpdesk can as a result, prevent that there certain incidents appear at the users
d. all called reasons are correctly
27. Concerning the planned installation of new software releases network server must be extended. Which process is responsible for conducting an investigation to the necessary disk space of the network server?
a.Capacity Management
b.Network Management
c. programme peering management
d.Change Management
28. Consider statements mentioned below
.
-* A service level agreement (service Level agreement) is a contract in which the measurable levels of service have been fixed
.
- The users guarantees give to a service level agreement that the most important applications are always available.
Its these statements correct?
a. only the first
b. only the second
c. both
d. none of both
29. There does a modification have be introduced in the version of programmatuur item in which surroundings can these programmatuur exclusively modified become?
a.exploitation surroundings
b.ontwikkelomgeving
c.test surroundings
30. What is not definitely the reason to a modification application?
a.the solution of a problem
b. the introduction of a new or modified CI(Configuration Items)
c. the result of a service level agreement
d. the result of modified circumstances
31.From what stipulating the correct details of the CBDB is dependent?
a.the assessment between the quantity work and the exact of the information
b.the criteria which are put from the helpdesk and problem management to the information
c.the information which has an organisation necessary the put aims reach
d.the number of systems and the relations which have these with the infrastructure
32. Consider the statements mentioned below
.
- An incident with a high urgency has a high priority by definition
.
- An incident a low impact such as it a small deviation of the normal has only caused level of service.
Its these statements correct?
a. only the first
b. only the second
c. both
d. none of both
33.What is the main reason a problem register as soon as it is identified ?
a.this promotes setting priorities at problem settlement
b. this makes a faster incident settlement possible
c.this makes progress monitoring of the problem settlement possible
d. this provides information on weak components in the infrastructure
34. Why after identification of a problem it is always proceeded to classification of the problem?
a.because it is important have insight in the frequency with which the problem arises
b.because it is important is able go on which manner the problem is remedied
c.because one gets as a result insight in the consequences of the problem on the service
d. because one can stipulate with that the priority for solving the problem
35. Which steps must be taken successively modifications in the IT infrastructure to be checked to leave gone?
a. acceptance - classification - appraisal and planning - coordination - report
b.categorization - impact and urgency provision - planning - implementation - locking
c. identification - recording - allocation - research - report
d. recording - detection - classification - diagnosis and solution - locking
36. With a user clear agreements have been made concerning the quantity disk space that he available have on the network server for storing 'eigen' files. Which process is there for responsible that this disk space is also really available?
a Availability Management
b Capacity Management
c Network Management
d Program peering management
37. When a jamming is communicated, it is important that the IT service with minimum consequences on the consumer are repaired. This to realize hears as a task particularly to
……
a. Configuration Management
b. helpdesk
c. Problem Management
d. Relation management consumers
38.What is meant with effectively and efficient work?
a.hard work within the determined time
b. the good things do do, the good things well
c. the ITIL implement processes and with that work
39.Which steps of the modification management belong to the control of this process?
a. Request for Change(RFC) submits, the consultation in the WAC
b. Request for Change(RFC) submits, builds, tests and implements
c. to accept/classify, plans/authorise, vrijgave, evaluation
40. What is the aim of the process programme peering management and - distribution?
a. software distributes to local It
b. responsibly is for the management and physical the rise, transfer, distribution and implementation of software items
c. setting up and managing definite software Library (DSL)
41. A manager of a company communicates jammings indicate which seem on wrong in the IT an infrastructure at the helpdesk a serial. As long as unknown true these are wrong are themselves and what the cause of the undesirable situation there is is talk of (1)…..; as soon as the cause is retrieved one speaks of (2)
….
a. (1) incident, (2) Known Error
b. (1) incident, (2) problem
c. (1) problem, (2) Known Error
42. What is the best working method a good harmonisation of the wishes and requires of users with the IT reach service?
a.the appointment of a service manager
b.establishing a helpdesk
c.the drawing up of service level agreements (SLA's)
d.the regular consultations to hold between the users and the IT service providers
43. A medium organization decides one time in the 6 months carry out the checking of the configuration database. Checking one time in the 6 months is sufficient?
a. yes, in a medium organization it is not necessary that more often to carry out
b. no, checking must take place after every modification of the IT infrastructure
c. about that no pronouncement can be done
44. Consider the following statements
.
- For defining the impact codes the necessary insight have in the way is in which the IT services are built and how these supportive is to the companies processes
- The criteria of the impact provision are determined in consultation between the organisation.
-At stipulating the impact the relations between the different components in the infrastructure play an important role.
Are the statements correctly?
a.only the first and the Second
b. only the first and the third
c. only the Second and the third
d.all three
45. You work in an organization on a helpdesk. A user rings you with the communication that is or its terminal does not function. This is…….
a incident
b Known Error
c problem
d Request for Change(RFC)
46. Which processes belong to ITIL service support?
a. service support and service delivery, problem management, Change management
b. applications management, file management and distribution, Configuration Management, Release Management, Change management
c. Configuration Management, helpdesk, problem management, Change management, Release Management
47. What is a Problem?
a. A deviation in the system behavior in the eyes of the user
b. A condition which it is characterized by a significant incident or by repeated incidents, he who indicate on wrong, of which the cause and also the solution are not confessed
c. a condition which it is characterized by wrong of which the solution is not confessed and examined must become
48. Which person or agency signs for vrijgave of a modification?
constituent
Change Manager
Change Advisory Board(CAB)
49.On which moment the software of release is placed in the DSL?
a. the moment the development of software starts
b. at the moment of transfer of development to test
c. the moment programma-testen are carried out in the ontwikkelomgeving
50.On which two moments release are built from the DSL?
a. the moment the test surroundings and the production surroundings must be built
b. the moment the ontwikkelsoftware are ready and is transferred
c. the moment the ontwikkelsoftware are tested ready and
51. Which processes belong to ITIL service delivery?
a.availability management, capacity management, uitwijkbeheer, cost management and service level management
b. configuration Management, problem management, capacity management and helpdesk
c. strategic management, tactical management and operational-behavior
52.Which manner of is react necessary in a flexible organization?
a. anticipate on matter therefore proactively busy is
b. the ITIL implement processes and also carry out
c. determine quality and kwantiteit of the activities
53. What is the aim of Configuration Management?
a. under control total It-infrastructure bring of and information available It-organization put to
b. fixing all configuration items after purchase of equipment has been realized
c. available putting information on configuration items to the IT organization
54.Which of inferred aims mentioned below do not belong to the process configuration control ?
a. registering names.4 versions and relations of all items within IT infrastructure
b. stipulating the range and the detail of configuration Management
c. identifying the current status and the recent history of all items within IT infrastructure
d. identifying and managing the definite authorized specifications items which are bought or are developed
55. What isn't the aim of the Service Desk process?
a. ensuring less incidents and problems at the customers
b. the daily contact point to be between the customers and IT organisation
c. responsibly It-
dienstverlening are for the answer and settlement of questions and problems of users in the field of
56. What is an incident?
a. a deviation of the system behaviour in the eyes of the user
b. an unexpected event which has an unfavourable influence on It-dienstverlening
c. a problem for which solution still no has been defined
25 más
1. 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 resolution of problems.
D. Problem Management is responsible for Error Control.
Answer: B
2. The successful diagnosis of a problem results in a known error. On
the basis of this known error a request for change may be raised.
The known error record may be closed when….
A. A review of the change has led to a satisfactory result.
B. The proposal for change is lodged with Change Management.
C. The request ofr change is authorized by the Change Advisory Board.
D. Incidents related to the known error don't occur any more.
Answer: A
3. Known error occur when:
A. An error has occurred serveral times and has been passed to
Problem Management.
B. An error occurs that has not been diagnosed and for which a circumvention
does not yet exist.
C. A problem has been diagnosed and a resolution or circumvention exists.
D. The resolution of a problem has been implemented.
Answer: C
4. 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 information to determine which incident has
the higher proprity.
B. The Managing Director's printer must be fixed because of the
higher business impact.
C. Both incidents have an equally high priority.
D. The network incident has a higher priority than the Managing
Director's printer because it affects a lot more people.
Answer: A
5. Consider the following situations:
1. An incident exceeds the downtime stipulated with a SLA.
2. The business impact of an incident changes due to unforeseen
circumstances.
3. The number of users impacted is greater than first thought.
4. A senior manager in the customer's organization complains about the
lack of progress being made on a particular incident.
Which of the above could be valid reasons for the Service Desk to
invoke escalation procedures?
A. All four.
B. 2, 3 and 4
C. 1, 2 and 3
D. 1, 3 and 4
Answer: A
6. 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 cause of incidents.
C. Acting as day-to-day interface between IT services and users.
D. Monitoring the progress of incidents.
Answer: B
7. A new service is to go live tomorrow. Which of the following should
be available at the Service Desk?
1. The Service Level manager to take the heat out of any antry
confrontations very quickly.
2. Scripts.
3. The appropriate change schedule.
4. Network specialists.
A. 1 and 4
B. 2 and 3
C. 1, 2 and 3
D. All of them
Answer: B
8. A Service Desk is suddenly inundated with phone calls from customers
who cannot work any more. After questioning callers it soon becomes clear
that an important system on a central UNIX server has failed.
For which of the following actions is the Service Desk NOT
responsible?
A. The categorization of incoming calls.
B. Identifying the cause of the failure.
C. The prioritization of incoming calls.
D. The escalation of the incidents.
Answer: B
9. 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.
Answer: C
10. A Configuration Management Database(CMDB) can contain
different configuration items(CIs). Which of the items below would
NOT normally be regarded as a CI?
A. A user name.
B. A video monitor.
C. A brought-in software package.
D. A procedure.
Answer: A
11. A delivery of PC's is received in the good inwards department.
The status of the PC's has to be changed from "ordered" to "in stock".
Which process is responsible for recording the change of status?
A. Financial Management for IT Services.
B. Problem Management.
C. Configuration Management.
D. Change Management.
Answer: C
12. Change Management ensures that scheduling decisions are based
on:
1. Urgency
2. Impact
3. Resource
Which of the above are correct?
A. 1 and 2
B. All three.
C. 1 and 3
D. 2 and 3
Answer: B
13. When can the building, testing and implementation of a change begin?
A. If it is urgent, as soon as the Request for Change has been classified.
B. As soon as there is a back-out plan for the change.
C. As soon as the impact analysis has been discussed by the members of the
Change Advisory Board.
D. As soon as the Request for Change has been formally authorized.
Answer: D
14. In which cases must change review take place after
implementation of a change?
A. If another incident of the same type occurs again.
B. Always.
C. At the request of the person who submitted the change request.
D. Randomly.
Answer: B
15. 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 test environment.
D. Moving software form the live environment to the DSL.
Answer: D
16. The words Delta, Full and Package describes different types of
release. Which one of the following statement is true?
A. Package release always contains hardware and software.
B. Urgent changes are always Delta releases.
C. A Delta release is only ever part of a Package release.
D. A Full release releases the normal release unit into the live
environment.
Answer: D
17. Release Management staff do NOT carry out:
A. The planning of roll-outs of software and hardware.
B. The distribution of software to remote location applications.
C. The testing of software to eradicate errors.
D. The release and implementation of software into the live environment(s).
Answer: C
18. Which of the following is NOT a Problem Management responsibility?
A. Ownership of an incident throughout its lifecycle.
B. Investigation and Diagnosis.
C. Raising Request for Change.
D. Maintenance of a known error database.
Answer: A
19. A company has received messages concerning errors in the daily
batch run which handles the ordering of raw materials for the
manufacturing process. This is probably due to an incorrect change
in the software. The changes involved extending the "stock number"
field by two positions. This change waw also introduced in a monthly
program that has not yet been run. This situation needs
to be corrected very quickly to avoid affecting manufacturing.
What is the best possible solution to be adopted by Problem
Management when handling the error?
A. The errors are reported and because the underlying cause is known,
handled by Change Management as a Request for Change with the
status of "urgent change".
B. The errors are reported as Problems at the Service Desk and, because
manufacturing is involved, are directly introduced as Changes.
C. The errors are reported as Incidents to the Service Desk and after
some research they are identified as Known Errors, which can then
be changed.
D. The errors are reported as Incidents and a Problem is identified.
After the cause of the error has been established ans a temporary
workaround found, it is labelled as as Known Error that can be
corrected by raising a Request for Change.
Answer: D
20. Customers find that during acceptance tests response times do not
always meet the level specified in the Service Level Requirement,
Nevertheless they decide to introduce the new application.
Which process is responsible for seeking the underlying cause of
this shortcoming after "go live"?
A. Availability Management.
B. Application Development.
C. Problem Management.
D. Service Level Management.
Answer: D
21. Which is the correct sequence of events for describing an incident
lifecycle after the incident has occurred?
A.Detection, Repair, Recovery, Restoration, Diagnosis.
B. Detection, Recovery, Repair, Restoration, Diagnosis.
C. Detection, Diagnosis, Recovery, Repair, Restoration.
D. Detection, Diagnosis, Repair, Recovery, Restoration.
Answer: D
22. Which of the following describe the normal sequence of events for
fault resolution?
A. Problem - Incident - Change - Known Error.
B. Incident - Problem - Change - Known Error.
C. Incident - Problem - Known Error - Change.
D. Problem - Incident - Known Error - Change.
Answer: C
23. Which of the following will NOT be provided by the ITIL-based
Service Desk?
A. Reduced requirment for IT knowledge throughout the user
community.
B. Effective correction of the root cause of incidents.
C. Early warning of potential business IT operational failures.
D. Keeping customer's informed.
Answer: B
24. Which incidents should be logged by the Service Desk?
A. Only incidents not resolved at logging.
B. Only incidents from bona fide customers.
C. All incidents except simple enquiries.
D. All incidents.
Answer: D
25. The Service Desk has a number of core activities. Which of the lists
below most closely represents those activities?
A. Incident Management, direct user support, problem identification,
delivery of management information.
B. Incidents Management, informing users, direct user support,
delivery of management informations.
C. Incidents Registration, to give support and to classify, to research
and diagnose, to escalate incidents, to solve the repair.
D. Incident Registration, to give support and to classify, to research
and diagnose, to solve and repair.
Answer: B
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1. In which of the following circumstances is requesting an urgent
change justified?
A. Only one small component requires changing and it is unlikely to
affect any other components.
B. The CAB meeting has been cancelled because most of the members
are unavailable at the time previously agreed.
C. The supplier has advised that previous versions will not be
supported very much longer.
D. The change is needed to correct an error on a business critical
system.
Answer: D
2. 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.
Answer: A
3. Consider the following statements:
1. Effective Change Management ensure that urgency and impact
are key to decisions made on the scheduling of changes.
2. Change Management controls all aspect of the change process.
Which of these statement is true?
A. only 1.
B. Neither of them.
C. only 2.
D. Both of them.
Answer: D
4. Consider the following periodic metrics:
1. Number of changes implemented during the period, in total and by CI.
2. Number of changes backed out, by reason.
3. Number of known error cleared.
4. Number of Change management staff training records complete and
up to date
Which would be those collected and monitored by a Change Management?
A. 1, 2 and 3.
B. 2, 3 and 4.
C. 1, 2 and 4.
D. All of them.
Answer: C
5. Which of the following is NOT the responsibility of the Release
Management process?
A. Distributing software.
B. The physical aspect of software control.
C. Helping to determine the software release policy.
D. Ensuring that the CMDB entries concerning software CIs are verified.
Answer: D
6. 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
4.Roll-outs D. IT Service Continuity Planning
A. 1-B, 2-A, 3-D, 4-C.
B. 1-C, 2-A, 3-D, 4-B.
C. 1-D, 2-C, 3-A, 4-B.
D. 1-C, 2-D, 3-B, 4-A.
Answer: C
7. One of Release Management's tasks is to set up a DHS.
Which statement most closely describe the DHS?
A. A DHS is a number of physical locations where baselines are stored.
B. The DHS is a tool for relaesing hardware into the live environment.
C. A DHS is an area set aside for the secure storage of definitive hardware
spares.
D. A DHS is a database in which all definitive hardware Configuration Items
are recorded.
Answer: C
8. Problem Management includes several core activities. Which one of
the following most accurately summaries these?
A. Problem control, error control, management reporting.
B. Identification, control, status, accounting, verification.
C. Incident control, severity analysis, suuport allocation, reporting.
D. Identification, severity analysis, support allocation, investigation.
Answer: A
9. One of the objectives of Problem Management is to minimize the
impact of problem on IT service. Which one of the following
activities is NOT a responsibility of Problem Management?
A. Maintaining relationship with third party suppliers.
B. Working with Availability Management to ensure agreed levels of
service availability.
C. Known Error management.
D. Always tacking control of difficult incidents.
Answer: D
10. Which of the tasks below are regarded as proactive?
1. Control of Known Errors.
2. Reviewing incident and problem analysis reports to identify
trends.
3.Preventing problems in one service being replicated in another.
4.Identifying the root cause of incidents.
A. 1 and 4.
B. 1, 2 and 3.
C. 2 and 3.
D. 1 and 3.
Answer: C
11. The primary responsibility of Incident Control is
A. Keeping customers informed of future problems.
B. Matching incidents with known errors.
C. Restoring service following incidents.
D. Raising multiple incidents to Problem Management.
Answer: C
12. The Service Desk is informed that a user has forgotten her
password after her holiday. This only affect the one user. The
Service Desk and the user are both aware that solving this incident
will take only a few minuties.
From the information given, you would say that….
A. The impact is high.
B. The priority is high.
C. The urgency is high.
D. Nothing can be said about impact, priority or urgency.
Answer: D
13. The Service Desk is unable to deal with a customer's inquiry. What
action should they take?
A. Log the details and inform the customer of the incident number. Tell them
someone will contact them within a agreed time with an update. Retain
ownership of the incident but refer to apporiate second line support
group. Monitor progress and keep customer informed.
B. Tell them to ring back if it happens again.
C. Log the details and inform the customer of the incident number.
Suggest they ring back if they have not heard within 48 hrs.
D. Suggest the customer contack a third party.
Answer: A
14. Consider the following metrics:
1. Number of incidents closed on without onward referral.
2. Number of incidents correctly categorized at logging.
3. Number of hardware faults reported.
Which of the above are valid performance indicators for the Service
Desk?
A. All three.
B. 1 and 2.
C. 1 and 3.
D. 2 and 3.
Answer: B
15. The percentage of Service Requests closed without requiring
further action is an effectiveness measure of :
A. Availability Management.
B. Problem Management.
C. The Service Desk.
D. Service Level Management.
Answer: C
16. Status Accounting is an important part of which process?
A. IT financial Management.
B. Change Management.
C. Incident Management.
D. Configuration Management.
Answer: D
17. Consider the following information:
1. Type identify.
2. Unique Identifier.
3. Version number.
4. Copy number.
Which of the above details should be recorded for every CI brecorded within the CMDB?
A. 1 and 2.
B. 1, 3 and 4.
C. All of them.
D. 2 and 3.
Answer: A
18. What is the main difference between a CMDB (Configuration Management Database) and a typical asset register?
A. A CMDB is a computerized system - most asset registers are not.
B. There is no difference.
C. More than just hardware is recorded in a CMDB.
D. A CMDB is a database that links its contents together.
Answer: D
19. Which of the following need NOT be recorded as part of a Change Record?
A. The scheduled implementation date.
B. Some details of the back-out plan.
C. Any CAB recommendations.
D. The names of the CAB members.
Answer: D
20. Under a 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.
Answer: D
21. Which of the following statements are true?
The Change Advisory Board(CAB) should ensure that the prpposed changes are assessed for :
1. The likely impact on IT Service Continuity recovery plans.
2. The effect of not implementation the change.
3. The resources required to implement the change.
4. The likely impact on capacity and performance.
A. 1, 2 and 3.
B. All of them.
C. 2, 3 and 4.
D. 1, 2 and 4.
Answer: B
22. How frequently should CAB/EC meetings be held?
A. Daily.
B. Monthly.
C. Weekly.
D. As required.
Answer: D
23. From a well-informed User's perspective, which of the following is a
likely sequence in the management of a service failue?
A. Incident Management, Change Management, Release
Management, Problem Management.
B. Incident Management, Problem Management, Release
Management, Change Management.
C. Incident Management, Problem Management, Change
Management, Release Management.
D. Change Management, Incident Management, Problem
Management, Release Management.
Answer: C
24. Which of the following statements best describes the Definitive
Software Library?
A. A secure software library containing all version of software CIs
in their definitive, quality controlled form.
B. A logical library, held securely on computer, containing all versions
of software CIs.
C. A secure physical library containing the lastest version of erery
software CI in a quality controlled manner.
D. A logical library, held securely on computer, containing the lastest
version of every software CI.
Answer: A
25. Salesmen are able to use their laptops from hotels to obtain
information on travel routes and travelling times. On several
occasions they have found that when a certain modem had been
installed, commucation was unsatisfactory. A temporary solution
to this fault has been identified. Which processes other than
Incident Management are invoived in achieving a long term
structural solution?
A. Change, Configuration, Releas & Problem Management.
B. Only Configuration, Problem & Release Management.
C. Only Change & Release Management.
D. Only Change, Release & Configuration Management.
Answer: A