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3 ) A good Incident Management process will: 2 ) Which of the following can be OMITTED from an urgent software release in exceptional circumstances?
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1 ) Service Desk staff need:

Putting the amended version in the DSL Incrementing the version number Updating the CMDB Undertaking full testing

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Ensure that error corrections are treated as urgent changes Diagnose the underlying cause of incidents quickly Restore normal service operation as quickly as possible following an incident All of the other answers

4 ) The primary responsibility of Incident Control is: Keeping customers informed of future problems Matching incidents with known errors Restoring service following incidents Raising multiple incidents to Problem Management

5 ) Which of the following statements best describes the level to which CIs would normally be broken down: The lowest possible level The level at which they will be independently installed, changed or replaced The level which best facilitates the identification of the root cause of all System incidents The level at which it is possible to identify the suppliers of all sub-components

6 ) Which of the following activities is NOT the responsibility of Problem Management? Co-coordinating major problem reviews Determining the root cause of incidents Providing management information on incidents, problems and known errors Implementing error resolutions

7 ) Which of the following statements is FALSE?

Charging is required in order to cost IT services Budgeting and accounting for IT services is essential for effective Service Management It is better to budget and account for IT services before implementing charging Charging may lead to the recovery of costs

8 ) Which of the following is necessary in order to start IT Services Continuity planning? Include continuity measures in Change Management procedures Identify appropriate countermeasures Conduct a business impact analysis Establish a contract with an intermediate recovery provider

9 ) Status Accounting is an important part of which process? IT Financial Management Change Management Incident Management Configuration Management

10 ) 10. Which of the following is NOT a technique usually associated with Availability Management? Auto error detection Mirroring Analysing data Queuing theory

11 ) Which of the following statements is true?

Service Level Agreements are between user departments and technical support providers and are written in business language Operational Level Agreements are between internal service providers and may be written in technical language Operational Level Agreements are between Service Level Management and external providers and are written in business language D Service Level Agreements are between user departments and Service Level Management and are written in technical language 12 ) Problem Management includes several core activities. Which one of the following most accurately summarises these? Problem control, error control, management reporting Identification, control, status accounting, verification Incident control, seventy analysis, support allocation, reporting Identification, severity analysis, support allocation, investigation

13 ) The Service Desk is unable to deal with a customer's enquiry. What action should they take? Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep cust Tell them to ring back if it happens again Log the details and inform the customer of the incident number. Suggest they ring back if they have not heard within 48 hrs Suggest the customer contacts a third party

14 ) When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which of these is it essential to include in the section of the plan that deals with the return to normal working? Removal of data from standby equipment list of contacts for the emergency suppliers Bonus payments for staff involved in the disaster

Creation of an updated version of the IT Service Continuity Plan

15 ) Which of the following best describes why an SLA should contain definitions of terms? To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable To ensure that both the customer and IT can unambiguously understand the terms in SLA To make Sure that all clauses in the SLA make sense To ensure that the customers understanding of a particular term is the one meant in the SLA 16 ) Which of the following would NOT normally be discussed in a typical service review with a customer? Authorisation for changes to the service Service performance trends Corrective actions to be taken Customer satisfaction with the service

17 ) Which of the following will NOT be provided by a good Service Desk? Reduced requirement for IT knowledge throughout the user community Effective correction of the root cause of incidents Early warning of potential business IT operational failures Keeping customers informed

18 ) Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical system running on a mainframe? Cold standby facility to be located in the car park Reciprocal arrangement with a local company

Hot standby at a site some distance away Dormant contract with a mainframe supplier

19 ) Impact assessment is NOT normally part of which of the following processes? Problem Management IT Service Continuity Planning Incident Management Service Level Management

20 ) An overhead would normally be regarded as which of the following? An indirect cost A discounted charge A direct cost The market price

21 ) Consider these statements:

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22 ) A properly implemented and tested IT Service Continuity Plan can help business continuity by: Planning the implementation of new services at times that dont impact the business Enabling a speedy recovery of service after a disaster Reviewing trends in incidents and planning to avoid repetition Having planned maintenance tasks that reduce the likelihood of incidents

23 ) The Change Management function is NOT responsible for Scheduling a change to the network Ensuring that a change to an application is prioritised Ensuring that the impact of a change to hardware is fully assessed Implementing the release of a software change

24 ) Which of the following need NOT be recorded as part of a Change Record? The scheduled implementation date Some details of the back-out plan Any CAB recommendations The names of the CAB members

25 ) Which of these two statements is true all cases?

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26 ) Which of the following is NOT the responsibility of the Release Management process? Distributing software The physical aspects of software control Helping to determine the software release policy Ensuring that CMDB entries concerning software CIs are verified

27 ) Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred? Detection, Repair, Recovery, Restoration, Diagnosis Detection, Recovery, Repair, Restoration, Diagnosis Detection, Diagnosis, Recovery, Repair, Restoration Detection, Diagnosis, Repair, Recovery, Restoration

28 ) Which of the following statements best describes a "problem"? An incident which has been diagnosed and for which a resolution exists An incident that has passed its service level for fixing An incident that has occurred more than once The unknown underlying cause of one or more incidents

29 ) By introducing budgeting and accounting for IT services, which of the following will be a DIRECT benefit?

Better value for money Clearer charging policies Improved financial forecasting Higher quality support

30 ) Which of the following statements is true? Physical copies of all CIs are stored in the DSL The DSL contains source code only Release Management is responsible for managing the organisations rights and obligations regarding software A change may only be developed from nondefinitive version of software in the case of an urgent release 31 ) In which of the following circumstances is requesting an urgent change justified? Only one small component requires changing and it is unlikely to affect any other components The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed The supplier has advised that previous versions will not be supported very much longer The change is needed to correct an error on a business critical system

32 ) The prime responsibility of Availability Management is: To understand the behaviour of CIs To deliver a level of availability that enables customers to satisfy their business objectives To negotiate and manage support contracts for hardware and software To manage security and serviceability of all IT services

33 ) Which of the following is NOT a valid charging policy?

Cost recovery Activity base costing Cost plus pricing Market rate

34 ) Which of the following are likely members of the Change Advisory Board? Problem Manager Change Manager All of them Customer representatives

35 ) Which of these is NOT a purpose for which Service Capacity Management information can be used? DSL control Systems throughput calculation Network performance analysis Demand Management

36 ) Which of the following is NOT an attribute of a hardware Cl? Number of items What it costs A suppliers part number A manufacturers serial number

37 ) Which of the following list will NOT have a direct impact upon IT capacity? An increase in network bandwidth available

A reduction in transactions processed A reduction in the number of tiles to be stored An increase in the cost per transaction

38 ) Which of the following is most involved with the: Incident Problem Known Error Change lifecycle? Service Support Service Management Service Delivery Customers Services

39 ) ITIL is owned by the IT Service Management Forum (itSMF) based in the United Kingdom True False

40 ) As the ITIL approach is introduced to a new organisation, which of the following is the most likely benefit to be realised? Greater flexibility and adaptability will be apparent within the IT environment More refined budget and procurement processes Increased costs of IT support Greater numbers of IT staff apparent
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1 ) Service Desk staff need: I A good telephone manner 2 Some technical appreciation of the supported services 3 Awareness of the likely business impact of service incidents

I, 2 & 3

2 ) Which of the following can be OMITTED from an urgent software release in exceptional circumstances? Undertaking full testing 3 ) A good Incident Management process will: Restore normal service operation as quickly as possible following an incident 4 ) The primary responsibility of Incident Control is: Restoring service following incidents 5 ) Which of the following statements best describes the level to which CIs would normally be broken down: The level at which they will be independently installed, changed or replaced 6 ) Which of the following activities is NOT the responsibility of Problem Management? Implementing error resolutions 7 ) Which of the following statements is FALSE? Charging is required in order to cost IT services 8 ) Which of the following is necessary in order to start IT Services Continuity planning? Conduct a business impact analysis 9 ) Status Accounting is an important part of which process? Configuration Management 10 ) 10. Which of the following is NOT a technique usually associated with Availability Management? Queuing theory 11 ) Which of the following statements is true? Operational Level Agreements are between internal service providers and may be written in technical language 12 ) Problem Management includes several core activities. Which one of the following most accurately summarises these? Problem control, error control, management reporting 13 ) The Service Desk is unable to deal with a customer's enquiry. What action should they take?

Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep cust 14 ) When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which of these is it essential to include in the section of the plan that deals with the return to normal working? Removal of data from standby equipment 15 ) Which of the following best describes why an SLA should contain definitions of terms? To ensure that both the customer and IT can unambiguously understand the terms in SLA 16 ) Which of the following would NOT normally be discussed in a typical service review with a customer? Authorisation for changes to the service 17 ) Which of the following will NOT be provided by a good Service Desk? Effective correction of the root cause of incidents 18 ) Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical system running on a mainframe? Hot standby at a site some distance away 19 ) Impact assessment is NOT normally part of which of the following processes? Service Level Management 20 ) An overhead would normally be regarded as which of the following? An indirect cost 21 ) Consider these statements: 1 Service Capacity Management should ensure that the type, pattern and typical resource requirements of all services is understood 2 Undertaking Service Capacity Management is sufficient to ensure that the Performance difficulties never arise Which of these statements is/are correct? Only l

22 ) A properly implemented and tested IT Service Continuity Plan can help business continuity by: Enabling a speedy recovery of service after a disaster

23 ) The Change Management function is NOT responsible for Implementing the release of a software change 24 ) Which of the following need NOT be recorded as part of a Change Record? The names of the CAB members 25 ) Which of these two statements is true all cases? 1 Details of a CI must be entered into the CMDB after it is added to the live environment 2 A Cl consists of a number of component CIs Neither 1or 2

26 ) Which of the following is NOT the responsibility of the Release Management process? Ensuring that CMDB entries concerning software CIs are verified 27 ) Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred? Detection, Diagnosis, Repair, Recovery, Restoration 28 ) Which of the following statements best describes a "problem"? The unknown underlying cause of one or more incidents 29 ) By introducing budgeting and accounting for IT services, which of the following will be a DIRECT benefit? Improved financial forecasting 30 ) Which of the following statements is true? Release Management is responsible for managing the organisations rights and obligations regarding software 31 ) In which of the following circumstances is requesting an urgent change justified? The change is needed to correct an error on a business critical system 32 ) The prime responsibility of Availability Management is: To manage security and serviceability of all IT services 33 ) Which of the following is NOT a valid charging policy? Activity base costing 34 ) Which of the following are likely members of the Change Advisory Board?

All of them 35 ) Which of these is NOT a purpose for which Service Capacity Management information can be used? DSL control 36 ) Which of the following is NOT an attribute of a hardware Cl? Number of items 37 ) Which of the following list will NOT have a direct impact upon IT capacity? An increase in the cost per transaction 38 ) Which of the following is most involved with the: Incident Problem Known Error Change lifecycle? Service Support 39 ) ITIL is owned by the IT Service Management Forum (itSMF) based in the United Kingdom False 40 ) As the ITIL approach is introduced to a new organisation, which of the following is the most likely benefit to be realised? Greater flexibility and adaptability will be apparent within the IT environment