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What is the WORLD WIDE

WEB?
A. Computer Game
B. Software Program
C. the part of the Internet that enables
information-sharing via interconnected
pages
D. Another name for the Internet
What is the WORLD WIDE WEB?
D. Another name for the Internet
The Internet was originally developed by
whom?
A. computer hackers
B. a corporation
C. the U.S. Department of Defense
D. the University of Michigan
The Internet was originally developed by
whom?
D. The U.S. Department of Defense
Which one of the following is NOT a
search engine?
A. BING
B. GOOGLE
C. LINKEDIN
D. ASK
Which one of the following is NOT a search
engine?
C. LINKEDIN
http://www.classzone.com is an example
of what?
A. ACCESS CODE
B. DIRECTORY
C. SERVER
D. UNIFORM RESOURCE LOCATOR
http://www.classzone.com is an example of
what?
D. UNIFORM RESOURCE LOCATOR
(URL)
In analog computer

A. Input is first converted to digital form

B. Input is never converted to digital form

C. Output is displayed in digital form

D. All of above
In analog computer

b. Input is never converted to digital form

The output quality of a printer is
measured by

A. Dot per inch

B. Dot per sq. inch

C. Dots printed per unit time

D. All of above
The output quality of a printer is measured
by
B. Dot per sq. inch
In latest generation computers, the
instructions are executed

A. Parallel only

B. Sequentially only

C. Both sequentially and parallel

D. All of above
In latest generation computers, the
instructions are executed

C. Both sequentially and parallel

Which of the following devices can be
used to directly image printed text?

A. OCR

B. OMR

C. MICR

D. All of above
Which of the following devices can be used
to directly image printed text?

A. OCR
The programs which are as permanent
as hardware and stored in ROM is
known as

A. Hardware

B. Software

C. Firmware

D. ROMware
The programs which are as permanent as
hardware and stored in ROM is known as

C. Firmware
A Pixel is
A. A computer program that draws picture

B. A picture stored in secondary memory

C. The smallest resolvable part of a picture

D. None of these
A Pixel is
C. The smallest resolvable part of a picture
A customer-based SLA structure
includes:

A An SLA with each individual Customer group, covering

all of the services they use
B An SLA covering all Customer groups and all the
services they use
C SLAs for each service that are Customer-focused and
written in business language
D An SLA for each service type, covering all those
Customer groups that use that service
A customer-based SLA structure
includes:

A An SLA with each individual Customer group, covering

all of the services they use
The process to implement SLAs comprises the
following activities in sequence:

A Draft SLAs, catalogue services, review underpinning

contracts and OLAs, draft SLRs, negotiate, agree
SLAs
B Draft SLAs, review underpinning contracts and OLAs,
negotiate, catalogue services, agree SLAs
C Review underpinning contracts and OLAs, draft SLAs,
catalogue services, negotiate, agree SLAs
D Catalogue services, establish SLRs, review
underpinning contracts and OLAs, negotiate service
levels, agree SLAs
The process to implement SLAs comprises the
following activities in sequence:

D Catalogue services, establish SLRs, review

underpinning contracts and OLAs, negotiate service
levels, agree SLAs
Which of the following best describes why an SLA
should contain definitions
of terms?

A To ensure that anywhere there is a measurement

required within the SLA then it is realistically
measurable
B To ensure that both the customer and IT can
unambiguously understand the terms in the SLA
C To make sure that all clauses in the SLA make sense
D To ensure that the customer’s understanding of a
particular term is the one meant in the SLA
Which of the following best describes why an SLA
should contain definitions
of terms?

B To ensure that both the customer and IT can

unambiguously understand the terms in the SLA
Which of the ITIL processes is responsible for
ensuring the organisation is aware of new and
changing technology?

A Capacity Management
B Change Management
C Financial Management for IT Services
D Configuration Management
Which of the ITIL processes is responsible for
ensuring the organisation is aware of new and
changing technology?

A Capacity Management
Which of these best describes the purpose of
Capacity Management?

A To reduce costs and performance levels to a minimum

B To ensure that there is always sufficient capacity
available to meet all customer demands
C To ensure that business demands are affordable and
achievable
D To provide cost-effective IT capacity to meet agreed
service levels
Which of these best describes the purpose of
Capacity Management?

D To provide cost-effective IT capacity to meet agreed

service levels
Which of the following is not an element of Availability
Management?

A Verification
B Security
C Reliability
D Maintainability
Which of the following is not an element of Availability
Management?

A Verification
Which of the following activities is NOT
the responsibility of Problem
Management?

A Co-ordinating major problem reviews

B Determining the root cause of incidents

C Providing management information on incidents,

problems and known errors

D Implementing error resolutions

Which of the following activities is NOT the
responsibility of Problem
Management?

D Implementing error resolutions

Which of the following is NOT the
responsibility of the Release
Management process?

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

D Ensuring that CMDB entries concerning

software CIs are verified
Configuration Management plans should
be integrated with those of:
A Service Level Management
B IT Service Financial & Continuity Management
C Change & Capacity Management
D Change & Release Management
Configuration Management plans should
be integrated with those of:
D Change & Release Management
Where would the information relating to software
release components be stored?

A DSL
B AMDB
C CMDB
D CDB
Where would the information relating to software
release components be stored?

C CMDB
Consider the following list:
Modelling
Risk Analysis
Application Sizing
DSL maintenance
Which two from the above list are among the main
responsibilities of Capacity Management?

A 1&2
B 3&4
C 2&4
D 1&3
Consider the following list:
Modelling
Risk Analysis
Application Sizing
DSL maintenance
Which two from the above list are among the main
responsibilities of Capacity Management?

D 1&3
Which of the following statements best describes a
‘problem’?

A An incident which has been diagnosed and for which a

resolution exists
B An incident that has passed its service level for fixing
C An incident that has occurred more than once
D The unknown underlying cause of one or more
incidents
Which of the following statements best describes a
‘problem’?

D The unknown underlying cause of one or more

incidents
Which of the following is most involved with the:
Incident – Problem – Known Error – Change lifecycle?

A Service Support
B Service Management
C Service Delivery
D Customers Services
Which of the following is most involved with the:
Incident – Problem – Known Error – Change lifecycle?

A Service Support
The Change Management function is NOT responsible
for:

A Scheduling a change to the network

B Ensuring that a change to an application is prioritised
C Ensuring that the impact of a change to hardware is
fully assessed
D Implementing the release of a software change
The Change Management function is NOT responsible
for:

D Implementing the release of a software change

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 The names of the CAB members
D Any CAB recommendations
Which of the following need NOT be recorded as part
of a Change Record?

C The names of the CAB members

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
Which incidents should be logged by the Service
Desk?

D All incidents