QUESTION NO: 1
Where are the statuses of changes recorded?
A. in the Configuration Management Database (CMDB)
B. in the Known Error database
C. in the Change database
D.in the Definitive Software Library (DSL)
Answer: A
QUESTION NO: 2
Where are activities documented with the aim of improving an IT service?
A. Service Improvement Program (SIP)
B. Service Quality Plan (SQP)
C. Service Level Agreement (SLA)
D. Service Catalogue
Answer: A
QUESTION NO: 3
Which data, for a new Configuration item (CI), is recorded in the Configuration Management
Database (CMDB)?
A. the Request for Change number for the Configuration Item
B. the impact of the Configuration Item
C. repairs to the Configuration Item
D. the relationship to other Configuration Items
Answer: D
QUESTION NO: 4
Information and Communication Technologies (ICT) includes both Asset Management and Configuration Management. What is the difference between Asset Management and Configuration Management?
A. Configuration Management makes an inventory of the Configuration Items and Asset Management registers them.
B. Asset Management focuses exclusively on the book value and Configuration Management on the status of Configuration Items.
C. Configuration Management is a component of Asset Management, so there are no differences between them.
D. Asset Management monitors aspects such as depreciation and Configuration Management monitors aspects such as the relationships between the Configuration Items.
Answer: D
QUESTION NO: 5
When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?
A. Incident Management
B. Problem Management
C. Change Management
D. Availability Management
Answer: A
QUESTION NO: 6
Which ITIL process aims to trace business-critical services for which supplementary emergency
measures must be taken?
A. IT Service Continuity Management
B. Capacity Management
C. Availability Management
D. Problem Management
Answer: A
QUESTION NO: 7
Which of the following is a benefit of using ITIL?
A. that the quality and the costs of the IT services can be controlled more efficiently
B. that the users can influence the IT organization providing the IT services
C. that the organization around the IT services can be set up faster
D. that it is finally possible to charge for IT services
Answer: A
QUESTION NO: 8
Which statement best describes the role of the Service Desk?
A. The Service Desk ensures that the telephone is always manned.
B. The Service Desk ensures that the agreed IT service is available.
C. The primary task of the Service Desk is to investigate problems.
D. The Service Desk functions as the first contact for the customer.
Answer: D
QUESTION NO: 9
What is the meaning of the term Serviceability?
A. the degree of support that the Service Desk provides to the customer
B. the degree of availability of the IT services that can be offered
C. the degree to which the provision of IT services can be supported by maintenance contracts
D. the degree to which the services agreed in the Service Level Agreement (SLA) are complied
with
Answer: C
QUESTION NO: 10
Which activity is not a Service Desk activity?
A. solving a Problem
B. relating an incident to a Known Error
C. registering Incidents
D. applying temporary fixes
Answer: A
QUESTION NO: 11
The Capacity Manager asks the user of an application whether a certain activity can be performed
at night so that the CPU is not overloaded during the day. What part of the Capacity Management
process does this refer to?
A. Modeling
B. Demand Management
C. Application Management
D. Application Sizing
Answer: B
QUESTION NO: 12
Changes are divided into categories. What criterion defines a category for a change?
A. the sequence in which the change is made
B. the speed with which the change is made
C. the consequences of the change such as limited, substantial, significant, etc.
D. the Request for Change number that the change is assigned
Answer: C
QUESTION NO: 13
Who is responsible for tracking and monitoring an incident?
A. Problem Manager
B. Problem Management staff
C. Service Level Manager
D. Service Desk
Answer: D
QUESTION NO: 14
Which ITIL process is responsible for determining the hardware necessary in order to support an
application?
A. Change Management
B. Configuration Management
C. Availability Management
D. Capacity Management
Answer: D
QUESTION NO: 15
Release Management has distributed a defective Release. As a result, monthly invoicing has
come to a standstill. This has very radical consequences for the business and has been reported
as an incident. According to ITIL best practices, what should happen next?
A. Problem Management will submit a Request for Change (RFC).
B. Service Level Management will start a Service Improvement Program (SIP).
C. Change Management will start a Post Implementation Review (PIR).
D. Release Management will implement the back-out plan.
Answer: D
QUESTION NO: 16
How is a change that must be made quickly called?
A. an urgent change
B. a fast change
C. an unplanned change
D. a standard change
Answer: A
QUESTION NO: 17
Which ITIL process provides an insight, through the Modeling activity, into trends that could cause
performance problems in the future?
A. Availability Management
B. Incident Management
C. Service Level Management
D. Capacity Management
Answer: D
QUESTION NO: 18
Which aspects are described in a Service Level Agreement (SLA)?
A. the company strategy
B. the technological developments that can affect the services offered
C. the quality, expressed in quantity and costs, of the services offered
D. the costs and expected revenue of the services offered
Answer: C
QUESTION NO: 19
Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL
process is responsible for ensuring that only virus-free software is put into the DSL?
A. Release Management
B. Configuration Management
C. Capacity Management
D. Application Management
Answer: A
QUESTION NO: 20
What is the basis of the ITIL approach to Service Management?
A. interrelated activities
B. departments
C. IT resources
D. officials
Answer: A
QUESTION NO: 21
Which of the following questions can not be answered directly from the Configuration Management
Database (CMDB)?
A. Which Requests for Change have been submitted for a specific server?
B. Which Configuration Items does a specific service consist of?
C. Which members of staff of department X have moved to department Y?
D. What incidents or problems have there been for this PC?
Answer: C
QUESTION NO: 22
Which of the following is a benefit of using ITIL?
A. that the users can influence the IT organization providing the IT services
B. that the organization around the IT services can be set up faster
C. that it is finally possible to charge for IT services
D. that the quality and the costs of the IT services can be controlled more efficiently
Answer: D
QUESTION NO: 23
Which activity in the Problem Management process is responsible for generating Requests for
Change (RFCs)?
A. Problem Analysis
B. Proactive Problem Management
C. Monitoring
D. Error Control
Answer: D
QUESTION NO: 24
Which activity in the ITIL process "Financial Management for IT Services" is responsible for billing
the services that were provided to the customer?
A. Budgeting
B. Reporting
C. Charging
D. Accounting
Answer: C
QUESTION NO: 25
How can an organization determine the effectiveness of the Service Level Management process?
A. by checking contracts with suppliers
B. by defining service levels
C. by measuring customer satisfaction
D. by reporting on all incidents
Answer: C
QUESTION NO: 26
Which subject should be one of the standard items on the agenda of a meeting of the Change
Advisory Board (CAB)?
A. the wishes of customers to implement Changes
B. the registration of Changes
C. reports from Service Level Management
D. ongoing or concluded Changes
Answer: D
QUESTION NO: 27
Where are agreements regarding Security Management recorded?
A. in a Service Level Agreement (SLA)
B. in a Configuration Management Database (CMDB)
C. in a Capacity Plan
D. in a Definitive Software Library (DSL)
Answer: A
QUESTION NO: 28
What is a baseline in the IT infrastructure?
A. a minimum value for a customer service ('must at least satisfy?)
B. the most important infrastructure (such as a network) to which all kinds of workstations and
services can be linked
C. a standard configuration (such as a standard workstation)
D. a document that states how the infrastructure must be dealt with in an organization (vision)
Answer: C
QUESTION NO: 29
How can an organization determine the effectiveness of the Service Level Management process?
A. by checking contracts with suppliers
B. by defining service levels
C. by measuring customer satisfaction
D. by reporting on all incidents
Answer: C
QUESTION NO: 30
What does Mean Time To Repair (MTTR) mean?
A. average time of the breakdown-free period within a measured period
B. average downtime of a service
C. average time between two consecutive incidents
D. average uptime of a service
Answer: B
QUESTION NO: 31
Which statement best describes the role of the Service Desk?
A. The Service Desk ensures that the telephone is always manned.
B. The primary task of the Service Desk is to investigate problems.
C. The Service Desk functions as the first contact for the customer.
D. The Service Desk ensures that the agreed IT service is available.
Answer: C
QUESTION NO: 32
Where is the planning of changes kept up to date?
A. the CAB (Change Advisory Board)
B. SIP (Service Improvement Program)
C. the CMDB (Configuration Management Database)
D. the FSC (Forward Schedule of Changes)
Answer: D
QUESTION NO: 33
Which of the following is a benefit of using ITIL?
A. that the organization around the IT services can be set up faster
B. that the users can influence the IT organization providing the IT services
C. that it is finally possible to charge for IT services
D. that the quality and the costs of the IT services can be controlled more efficiently
Answer: D
QUESTION NO: 34
Which ITIL process carries out a risk analysis on the possible threats to and vulnerabilities of the
IT infrastructure?
A. IT Service Continuity Management
B. Problem Management
C. Configuration Management
D. Capacity Management
Answer: A
QUESTION NO: 35
What is the difference between a process and a project?
A. A process stops when the objective has been achieved, whereas a project does not stop when
the objective is met.
B. A project is continuous and has no end date, whereas a process has a finite lifespan.
C. A process is continuous and has no end date, whereas a project has a finite lifespan.
D. In a project the focus is not on the result, whereas with a process the result is important.
Answer: C
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