SIMULADO ITIL - FOUNDATION : Mock
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ITIL-FOUNDATION.
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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
1&2
I, 2 & 3
2&3
1&3
2 ) Which of the following can be OMITTED from an urgent software release in
exceptional circumstances?
Undertaking full testing
Updating the CMDB
Incrementing the version number
Putting the amended version in the DSL
3 ) A good Incident Management process will:
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 customer’s 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 customer’s 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:
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?
Neither
Both
OnIy 2
Only l
22 ) A properly implemented and tested IT Service Continuity Plan can help business
continuity by:
Planning the implementation of new services at times that don’t 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?
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
Both1&2
Neither 1or 2
Only l
Only 2
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 organisation’s rights and
obligations regarding software
A change may only be developed from non—definitive 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 supplier’s part number
A manufacturer’s 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
Finalizar
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 organisation’s 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
