Itil1
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- 1.
1. A customer-based Service Level Agreement structure includes:
- A.
SLAs for each service that are Customer-focused and written in business language
- B.
An SLA with each individual Customer group, covering all of the services they use
- C.
An SLA for each service type, covering all those Customer groups that use that Service
- D.
An SLA covering all Customer groups and all the services they use
Correct Answer
B. An SLA with each individual Customer group, covering all of the services they use -
- 2.
2. Which of the following would normally be included in a Capacity Plan? 1 Options2 Management summary3 Business workload forecasts4 Backout plans
- A.
1, 2 and3
- B.
2, 3 and 4
- C.
All of them
- D.
2 and 3 only
Correct Answer
A. 1, 2 and3 -
- 3.
3. An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?
- A.
The going rate that is agreed with Customers
- B.
Cost-plus
- C.
Market rate
- D.
Profitable
Correct Answer
C. Market rate -
- 4.
4. Which of the following is not an element of Availability Management?
- A.
Security
- B.
Reliability
- C.
Verification
- D.
Maintainability
Correct Answer
C. Verification -
- 5.
5. The extent of CI information held in the CMDB should:
- A.
Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money
- B.
Be as high level as possible
- C.
Match the organisation’s requirement for information to be held
- D.
Vary according to cost
Correct Answer
A. Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money -
- 6.
6. To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?
- A.
Service Level Manager
- B.
Capacity Manager
- C.
Change Manager
- D.
Financial Manager
Correct Answer
C. Change Manager -
- 7.
7. Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?
- A.
Improved user satisfaction
- B.
Elimination of lost incidents
- C.
Incident volume reduction
- D.
Less disruption to both IT support staff and users
Correct Answer
C. Incident volume reduction -
- 8.
8. Configuration Management plans should be integrated with those of:
- A.
Service Level Management
- B.
Change & Release Management
- C.
IT Service Financial & Continuity Management.
- D.
Change & Capacity Management
Correct Answer
B. Change & Release Management -
- 9.
9. Possible problems with Change Management include:
- A.
Increased visibility and communication of changes
- B.
Better alignment of IT services to actual business needs
- C.
Lack of ownership of impacted services
- D.
The ability to absorb a larger volume of change
Correct Answer
C. Lack of ownership of impacted services -
- 10.
10. Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?
- A.
Education and Awareness
- B.
Review, Audit and Assurance
- C.
Ongoing Training and Testing
- D.
Develop Procedures and Initial Testing
Correct Answer
D. Develop Procedures and Initial Testing -
- 11.
11. Which of the following are likely to be members of the CAB? 1 Problem Manager2 Customer representatives3 Change Manager4 Senior IT technical managers
- A.
2 and 3 only
- B.
1, 2 &4
- C.
All of them
- D.
1, 3 &4
Correct Answer
C. All of them -
- 12.
12. Consider the following activities: 1 The analysis of raw data2 The identification of trends3 The definition of Service Management processes4 The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?
- A.
2 & 3
- B.
All of them
- C.
None of them
- D.
1, 2 & 4
Correct Answer
D. 1, 2 & 4 -
- 13.
13. The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:
- A.
Root Cause Analysis
- B.
Service Outage Analysis
- C.
Component Failure Impact Analysis
- D.
Business Impact Analysis
Correct Answer
D. Business Impact Analysis -
- 14.
14. Intermediate Recovery is initially concerned with which of the following time periods?
- A.
24 to 72 hours
- B.
4 to 24 hours
- C.
More than 72 hours
- D.
4 to 8 hours
Correct Answer
A. 24 to 72 hours -
- 15.
15. What is SOA within Availability Management?
- A.
System Optimisation Approach
- B.
Service Outage Analysis
- C.
Systematic Operational Adjustment
- D.
Serviceability of Applications
Correct Answer
B. Service Outage Analysis -
- 16.
16. Serviceability is an element of Availability Management. How is it best defined?
- A.
The prevention of failure, and the ability to keep services and components operable
- B.
The support which external suppliers can be contracted to provide for parts of the IT infrastructure
- C.
The ability to restore services or components back to normal operation
- D.
The percentage of the agreed service hours for which the service is available
Correct Answer
B. The support which external suppliers can be contracted to provide for parts of the IT infrastructure -
- 17.
17. Which one of the following statements is NOT FALSE?
- A.
Depreciation is used to calculate how maintenance can be offset against tax
- B.
Direct costs can be allocated to a single customer, service or activity
- C.
Staff costs are capital costs because of their high value
- D.
Cost centres are used to measure ROCE (Return on Capital Employed)
Correct Answer
B. Direct costs can be allocated to a single customer, service or activity -
- 18.
18. Which one of the following is NOT a major CI type?
- A.
Purchase order
- B.
Documentation
- C.
Software
- D.
Accommodation
Correct Answer
A. Purchase order -
- 19.
19. Where would the information relating to software release components be stored?
- A.
DSL
- B.
AMDB
- C.
CDB
- D.
CMDB
Correct Answer
D. CMDB -
- 20.
20. The following activities are involved in implementing a Service Management function: 1 Tool selection2 Tool specification3 Process design4 Functional requirements analysisIn which order should the above activities be taken?
- A.
4 2 1 3
- B.
2 1 4 3
- C.
2 1 3 4
- D.
4 3 2 1
Correct Answer
D. 4 3 2 1 -
- 21.
21. Which of the following best describes the goal of Service Level Management?
- A.
To maintain and improve IT service quality in line with business requirements
- B.
To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.
- C.
To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.
- D.
To ensure that IT delivers the same standard of service at the least cost
Correct Answer
A. To maintain and improve IT service quality in line with business requirements -
- 22.
22. The process to implement SLAs comprises of the following activities in sequence:
- A.
Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs
- B.
Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs
- C.
Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,
- D.
Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs
Correct Answer
A. Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs -
- 23.
23. Which of the following statements is true?
- A.
An urgent release is always a delta release
- B.
Package release may contain full and delta releases
- C.
A full release may contain package and delta releases
- D.
A full release may contain several delta releases
Correct Answer
B. Package release may contain full and delta releases -
- 24.
24. Which of these best describes the purpose of Capacity Management?
- A.
To reduce costs and performance levels to a minimum
- B.
To ensure that business demands are affordable and achievable
- C.
To provide cost-effective IT capacity to meet agreed service levels
- D.
To ensure that there is always sufficient capacity available to meet all customer demands
Correct Answer
C. To provide cost-effective IT capacity to meet agreed service levels -
- 25.
25. A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?
- A.
Network Management
- B.
The Service Desk
- C.
Capacity Management
- D.
Problem Management
Correct Answer
B. The Service Desk -
- 26.
26. Consider the following: 1 Incident diagnostic scripts2 A knowledge base of previously recorded incidents3 A Configuration Management Database covering the infrastructure supported4 A Forward Schedule of ChangeWhich of the above should be available to the Service Desk?
- A.
1&2
- B.
3&4
- C.
1, 2 &3
- D.
All four
Correct Answer
D. All four -
- 27.
27. Which of these is NOT a recognised Service Desk structure?
- A.
Virtual Service Desk
- B.
Local Service Desk
- C.
Remedial Service Desk
- D.
Central Service Desk
Correct Answer
C. Remedial Service Desk -
- 28.
28. The wording of SLAs and OLAs should be:
- A.
Clear and concise, leaving no room for ambiguity.
- B.
Technically focused, so that they may be understood by IT professionals
- C.
A mixture of business, technical and legal language, so that they can be understood by everyone
- D.
Legally worded as they must be contractually binding
Correct Answer
A. Clear and concise, leaving no room for ambiguity. -
- 29.
29. Consider the following list: 1 Modelling2 Risk Analysis3 Application Sizing4 DSL maintenanceWhich 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
Correct Answer
D. 1 & 3 -
- 30.
30. At what point does an Incident turn into a Problem?
- A.
When it is a Major Incident
- B.
Never
- C.
When it is urgent
- D.
If the person reporting the incident is very senior
Correct Answer
B. Never -
- 31.
31. There are strong links between Service Level Management and: 1 Incident Management2 Availability Management3 Configuration Management4 IT Service Continuity Management5 Change Management
- A.
1, 3 & 5
- B.
All of them
- C.
2 & 4
- D.
2, 3 & 5
Correct Answer
B. All of them -
- 32.
32. Does Problem Management depend entirely on having a mature Incident Management process in place?
- A.
No, because the quality of Incident Management information is of little importance to proactive Problem Management
- B.
Yes, because without a mature Incident Management process in place there is no reliable information available
- C.
Yes, because trend analysis cannot be undertaken without a lot of accurate Incident Management information
- D.
No, because progress can still be made on solving long-standing Problems
Correct Answer
D. No, because progress can still be made on solving long-standing Problems -
- 33.
33. The scope of a Release can best be defined by:
- A.
The number of updates to the OHS
- B.
Service Level metrics
- C.
The RFCs that it satisfies
- D.
The DSL configuration
Correct Answer
C. The RFCs that it satisfies -
- 34.
34. For which of these activities is the Change Manager responsible?
- A.
Establishing the root cause of a Capacity Incident which has led to an RFC being raised
- B.
Devising the backout plan for a significant Change
- C.
Ensuring a Release has reached the target CIs
- D.
Chairing the CAB
Correct Answer
D. Chairing the CAB -
- 35.
35. The Service Desk can act as the focal point for: 1 Receiving Incidents & Service Requests from users2 Recording Change Requests from users3 Handling complaints and queries
- A.
1 Only
- B.
1 & 3
- C.
2 Only
- D.
1, 2 & 3
Correct Answer
B. 1 & 3 -
- 36.
36. Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB?
- A.
You should try to satisfy all the wishes of the IT staff
- B.
You should try to capture as much information as possible about all types of CIs
- C.
You shouldn’t collect detailed information about CIs that are not under Change Control
- D.
You shouldn’t worry too much about Change Control; the main objective is to get the database loaded
Correct Answer
C. You shouldn’t collect detailed information about CIs that are not under Change Control -
- 37.
37. Within a CMDB, which relationships are most likely to exist between Incidents and Problems? 1 One Incident to one Problem2 One Incident to many Problems3 Many Incidents to one Problem
- A.
1 & 2only
- B.
All of them
- C.
2 & 3 only
- D.
1 & 3 only
Correct Answer
D. 1 & 3 only -
- 38.
38. Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?
- A.
The number of Problems raised
- B.
The number of Problems correctly categorised
- C.
The number of Known Errors identified
- D.
The number of RFCs raised
Correct Answer
C. The number of Known Errors identified -
- 39.
39. Which of these is a DIRECT benefit of having a Service Desk?
- A.
Customer Service Level Requirements are established
- B.
Changes taking place are properly coordinated
- C.
All the information in the CMDB is kept up to date.
- D.
Technical support staff are less likely to be interrupted to deal with user’s calls
Correct Answer
D. Technical support staff are less likely to be interrupted to deal with user’s calls -
- 40.
40. An ‘unabsorbed’ cost is best described as:
- A.
An uplift to allocated costs
- B.
A capital cost
- C.
A type of charging policy
- D.
A revenue stream
Correct Answer
A. An uplift to allocated costs -
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Current Version
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Jun 29, 2015Quiz Edited by
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Jun 22, 2015Quiz Created by
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