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Sample

ExamITIL Foundation

ITILSample examination ITIL FoundationITIL Foundation Certificate in IT Service ManagementEdition September 2006

Content3 Introduction4 Sample exam14 Answer key34 The evaluation

© EXIN SAMPLE ITILF_3.2_ 0824LC06



Copyright © 2006 EXIN

All rights reserved. No part of this publication may be published,reproduced, copied or stored in a data processing system or circulated in

any form by print, photo print, microfilm or any other means withoutwritten permission by EXIN.


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ITIL is a Registered Trademark of OGC.


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Introduction

This is the sample examination ITIL Foundation.

This sample examination consists of 40 multiple-choice questions. Each

multiple-choice question has a number of possible answers, of which only oneis the correct answer.

The maximum number of points that can be obtained for this examination is40. Each correct answer is worth one point. If you obtain 26 points or moreyou have passed.

The time allowed for this examination is 60 minutes.

No rights may be derived from this information.

Good luck!


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Sample exam

1 of 40

Which ITIL process or function deals with issues and questions about the useof services, raised by end users?

A.

AvailabilityManagement

B.

Service LevelManagement

C.

ProblemManagement

D.

Service Desk

2 of 40

What is the difference between a Known Error and a Problem?

A.

The underlying cause of a Known Error is known; the underlying cause of aProblem is not known.

B

.

A Known Error involves an error in the IT infrastructure; a Problem does not

involve such an error.C.

A Known Error always originates from an Incident; this is not always thecase with a Problem.

D.

With a Problem, the relevant Configuration Items have been identified; this is notthe case with a Known Error.

3 of 40

Who coordinates the production of the Forward Schedule of Changes (FSC)?

A.

Change Manager

B.

Change AdvisoryBoard (CAB)

C.

Release Manager

D.

IT Management

4 of 40

Within an organization, who is authorized to establish an agreement with the


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IT department, concerning IT Services?

A.

the Service LevelManager

B

.

the user of the IT

resourcesC.

the ITIL process owner

D.

the customer of the ITdepartment

5 of 40

Where are requirements that influence capacity, recorded?

A.

Capacity Plan

B.

Service ImprovementProgram

C.

Service Quality Plan

D

.

Service LevelRequirements

6 of 40

When a new version of a software package is installed in a desktop orclient/server environment, it can affect other software packages already inthat environment. Sometimes, these other software packages need to beinstalled again.

When installing new software, which ITIL process monitors whether othersoftware must be reinstalled and tested?

A.

Change Management

B.

IT Service ContinuityManagement

C.

Problem Management

D.

Release Management

7 of 40


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The Availability Manager wants to know the trend regarding the recovery of ITcomponents.

From which process or function would he/she request the necessaryinformation?

A.

Service Desk

B.

ReleaseManagement

C.

ConfigurationManagement

D.


8 of 40

Which term means that an incident has departed from the normal servicelevel?

A.

Escalation

B.

Impact

C.

Priority

D.

Urgency


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9 of 40

Problem Control is a sub-process of Problem Management. The first activity of Problem Control is to identify and record problems.

What is the first step to be taken in identifying a problem?

A.

analyze all existingincidents

B.

classify and prioritizeproblems

C.

solve problems

D

.

provide management

information

10 of 40

Which one of the following is the direct responsibility of Change Managementto report on a regular basis, say monthly?

A.

number of Requests for Change (RFCs) registered in the ConfigurationManagement Database (CMDB) during the measuring period

B.

number of Changes raised by Problem Management during the measuringperiod

C.

number of approved RFCs that had their implementation schedule delayedduring the measuring period

D.

incorrectly registered Configuration Items (CIs) found during the measuring period

11 of 40

From which data repository can statistical information be extracted to gain aninsight into the structure and composition of the IT infrastructure?

A.

the Capacity Database (CDB)

B.

the Configuration ManagementDatabase (CMDB)

C.

the Definitive Hardware Store (DHS)

D.

the Definitive Software Library (DSL)

12 of 40

What is another term for Uptime?


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A.

Mean Time Between Failures(MTBF)

B

.

Mean Time To Repair (MTTR)

C.

Mean Time Between SystemIncidents (MTBSI)

D.

Relationship between MTBF andMTBSI


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13 of 40

Which of the following is an activity of IT Service Continuity Management?

A.

informing end users of a system failure

B.

documenting the fallback arrangements

C.

reporting regarding availability

D.

guaranteeing that the Configuration Items are constantlykept up-to-date

14 of 40

What is the definition of Confidentiality within the Security Managementprocess?

A.

protection of the data againstunauthorized access and use

B.

ability to access data at any moment

C.

the capability to verify that the data iscorrect

D. the correctness of the data

15 of 40

What is usually not an activity of the Service Desk?

A.

handling (standard) Requests For Change

B.

handling complaints about the services of the IT organization

C.

determining the root cause of incidents

D.

providing information on products and services

16 of 40

Which of the following documents is an output of one of the tacticalprocesses?

A.

user manual for an application


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B.

newsletter from the Service Desk about an application

C.

discussion about a Request for Change (RFC) for expansion of anapplication with the person who submitted the RFC

D

.agreements on the availability percentage of an application


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17 of 40

An end-user's PC crashes. This is not the first time that he has had problemswith his PC. It also crashed three months ago. The user reports the crash tothe Service Desk.

What type of record should be created for the user's call?

A.

an Incident

B.

a Known Error

C.

a Problem

D. a Request forChange

18 of 40

Which of the following is an example of a Service Request?

A.

a complaint about theprovision of services

B.

an error report

C.

a request for relocation of equipment

D.

a request for documentation

19 of 40

What is an activity within the area of Proactive Problem Management?

A

. handling Requests for ChangeB.

performing trend analyses and identifying potentialincidents and problems

C.

following up on all incidents and disruptions

D.

minimizing the disruption to services resulting from Changes tothe IT environment

20 of 40

Which ITIL process or function makes the most important and most frequentsubstantive contribution to keeping the Configuration Management Database


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(CMDB) up to date?

A.

ChangeManagement

B

.

Service Desk

C.

IncidentManagement

D.

ProblemManagement


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A.

purchasedate

B.

owner

C

.location

D.

status


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25 of 40

Which of the following must be individually and uniquely authorized byChange Management before any action can take place?

A.

regular data entry from Users into adatabase

B.

changing a password for a User

C.

adding a new User to the humanresources system

D.

moving a networked printer to a newlocation

26 of 40

There have been two incidents on a server. It appears that the server isoverloaded due to its multiple connections.

What kind of action should Incident Management take in this instance?

A.

Ask Capacity Management to expand the Capacity of the server.

B.

Ask Problem Management to look into the Problem right away.

C.

Ask Security Management to check whether too manyauthorizations may have been issued.

D.

Ask Service Level Management to revise the Service Level Agreements(SLAs).

27 of 40

Which ITIL process includes the matching of incidents with known(documented) solutions as one of its activities?

A.

ChangeManagement

B.

IncidentManagement

C.

ProblemManagement

D.


28 of 40

When the cause of a Problem is known, what status is given to the Problem?


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A.

the status 'Incident'

B

.

the status 'Known

Error'C.

the status 'Solved'

D.

the status 'Request ForChange'


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29 of 40

After a Change has been implemented, an evaluation is performed.

What is this evaluation called?

A.

Forward Schedule of Changes (FSC)

B.

Post Implementation Review(PIR)

C.

Service ImprovementProgramme (SIP)

D.

Service Level Requirement(SLR)

30 of 40

Due to a defect, a user's sound card is replaced with a new one, made by adifferent manufacturer.

Which ITIL process is responsible for registering the new sound card?

A.

ChangeManagement

B.


C.

IncidentManagement

D.

Problem Management

31 of 40

Where are the contents of software releases maintained?

A.

Capacity Database (CDB)

B.

Configuration ManagementDatabase (CMDB)

C.

Definitive Hardware Store (DHS)

D.

Definitive Software Library (DSL)

32 of 40

Which of the following is included in a Service Level Agreement (SLA)?


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A.

arrangements about the services to be provided

B

.

availability statistics for the previous period

C.

an action plan for setting up the Service LevelManagement process

D.

detailed technical descriptions of a network protocol


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33 of 40

Which ITIL process ensures that the IT Services are restored as soon aspossible in the case of a disruption?

A.

ChangeManagement

B.

IncidentManagement

C.

ProblemManagement

D.


34 of 40

Which information does the "Financial Management for IT Services" processdeliver to Service Level Management?

A.

the availability of the IT services in aspecific period

B.

the costs of the FinancialManagement system

C.

the total costs of networkmanagement

D.

how much has been spent on IT servicesper client

35 of 40

What is the responsibility of the Security Manager when a new Service LevelAgreement (SLA) is created?

A.

translating the Service Level Requirementsfor data security

B.

determining the Security Baseline in theService Catalogue

C.

providing guidelines for the Securitysection of the SLA

D.

reporting on the technical availability of security components

36 of 40

Which ITIL process is responsible for control and management of the

implementation of a new software release?


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A.

ChangeManagement

B.


C

.

Release

ManagementD.



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37 of 40

Which ITIL process determines relevant counter measures based on ananalysis of threats and dependencies concerning IT Services?

A.

Availability Management

B.


C.

Problem Management

D.

Service Level Management

38 of 40

Which Capacity Management activity can be used to influence the usage of computing resources?

A.

ApplicationSizing

B.

DemandManagement

C.

Modeling

D.

Tuning

39 of 40

Which ITIL process is responsible for developing a charging system?

A.


B

. Capacity ManagementC.

Financial Management forIT Services

D.


40 of 40

What is IT Service Management?

A.

effectively and efficiently managing the quality of the IT Services


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B.

organizing the management of the IT infrastructure according to the bestpractices of ITIL

C.

managing the IT infrastructure in a process-oriented way so that the ITorganization can provide the customer with IT products in a professionalway

D.

promoting an understanding of IT Services among a wider audience


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Answer key

1 of 40

Which ITIL process or function deals with issues and questions about the useof services, raised by end users?

A.

AvailabilityManagement

B.


C.

ProblemManagement

D.

Service Desk

A. Incorrect. Availability Management has no direct contact with users.B. Incorrect. Service Level Management mainly concerns itself with theagreements with the customer for the IT Services, not with resolvingmalfunctions or answering users' questions.C. Incorrect. Problem Management concerns itself with investigating theunderlying cause of a Problem.D. Correct. Dealing with questions about the use or issues with services is thetask of the Service Desk.

2 of 40

What is the difference between a Known Error and a Problem?

A.

The underlying cause of a Known Error is known; the underlying cause of aProblem is not known.

B.

A Known Error involves an error in the IT infrastructure; a Problem does notinvolve such an error.

C.

A Known Error always originates from an Incident; this is not always thecase with a Problem.

D.

With a Problem, the relevant Configuration Items have been identified; thisis not the case with a Known Error.

A. Correct. An underlying cause will be identified when a Problem is beinginvestigated. This results in a Known Error.B. Incorrect. The cause of both a Known Error and a Problem can be located inthe IT infrastructure. This cause will be known in the case of a Known Error,but not in the case of a Problem.C. Incorrect. A Problem should always have been defined from the registrationof one or more Incidents.

D. Incorrect. In the description of a Problem, the Configuration Items involvedare not yet known. The Problem must still be investigated, after which thecause of the error and the relevant Configuration Items are identified and the


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Problem becomes a Known Error.


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3 of 40

Who coordinates the production of the Forward Schedule of Changes (FSC)?

A.

Change Manager

B.

Change AdvisoryBoard (CAB)

C.

Release Manager

D.

IT Management

A. Correct. The Change Manager is the only person who can assume ultimate

responsibility for the FSC.B. Incorrect. The Change Advisory Board (CAB) is an advisory body and cangive recommendations, but the Change Manager has ultimate responsibility.C. Incorrect. The Release Manager uses the Forward Schedule of Changes andmay provide feedback and status reports against it only.D. Incorrect. The Change Manager is empowered with authority on behalf of the IT Management.

4 of 40

Within an organization, who is authorized to establish an agreement with theIT department, concerning IT Services?

A.

the Service LevelManager

B.

the user of the ITresources

C.

the ITIL process owner

D. the customer of the ITdepartment

A. Incorrect.The Service Level Manager belongs to the IT department, and assuch cannot establish an agreement with the IT department.B. Incorrect. The user of the IT resources has no authorization beyond thedaily use for his or her daily tasks.C. Incorrect. The ITIL process owner belongs to the IT department, and assuch cannot establish an agreement with the IT department.D. Correct. The customer of the IT department is authorized to establish anagreement with the IT department, concerning the IT Services he or she may

purchase.


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5 of 40

Where are requirements that influence capacity, recorded?

A.

Capacity Plan

B.

Service ImprovementProgram

C.

Service Quality Plan

D.

Service LevelRequirements

A. Incorrect. The Capacity Plan gives a picture of the existing capacity and the

expected developments in the demand for services. It also gives an overviewof expected costs.B. Incorrect. Actions, phases and delivery dates are documented in theService Improvement Program, the goal of which is to improve an IT service.

C. Incorrect. The Service Quality Plan contains process parameters forpurposes of management information.D. Correct. Requirements are laid down in the Service Level Requirements,which form the basis for designing, developing and constructing the service tobe able in the end to safeguard the SLA.

6 of 40

When a new version of a software package is installed in a desktop orclient/server environment, it can affect other software packages already inthat environment. Sometimes, these other software packages need to beinstalled again.

When installing new software, which ITIL process monitors whether othersoftware must be reinstalled and tested?

A.

Change Management

B.


C.

Problem Management

D.

Release Management

A. Correct. Change Management ensures that the risks associated with aChange are assessed and kept to a minimum.B. Incorrect. IT Service Continuity Management may be involved indirectly in


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this matter if there is a serious problem as a result of the Change, and the ITService Continuity Plan must be put into effect as a result. However, this isnot the responsibility of IT Service Continuity Management.C. Incorrect. This is not the task of Problem Management.D. Incorrect. The actual activities (reinstalling and testing packages) may be

the task of Release Management, but Change Management is responsible forassessing the necessity of these activities, and monitoring the results and thequality of these activities.


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7 of 40

The Availability Manager wants to know the trend regarding the recovery of ITcomponents.

From which process or function would he/she request the necessaryinformation?

A.

Service Desk

B.

ReleaseManagement

C.


D. Service LevelManagement

A. Incorrect. This is not the responsibility of the Service Desk. The IncidentManagement process does provide relevant information to ConfigurationManagement by linking incident records to CI's.B. Incorrect. This is not the responsibility of Release Management.C. Correct. Data pertaining to the failure rate, duration, etc. can be retrievedfrom the CMDB as incidents can be linked to CI records.D. Incorrect. This is not the responsibility of Service Level Management.

8 of 40

Which term means that an incident has departed from the normal servicelevel?

A.

Escalation

B.

Impact

C.

Priority

D.

Urgency

A. Incorrect. This situation involves an incident; it does not (yet) involve anEscalation.B. Correct. The Impact is the degree to which the incident leads to adeparture from the normal service level.C. Incorrect. The Priority is determined by Impact and Urgency.

D. Incorrect. Urgency pertains to the rate at which the incident should beremedied.


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9 of 40

Problem Control is a sub-process of Problem Management. The first activity of Problem Control is to identify and record problems.

What is the first step to be taken in identifying a problem?

A.

analyze all existingincidents

B.

classify and prioritizeproblems

C.

solve problems

D

.

provide management

information

A. Correct. Analysis of all existing incidents is the first activity of ProblemManagement in the Problem Control subprocess.B. Incorrect. This is not one of the first steps.C. Incorrect. This will certainly not be the first step. In order to solve aProblem, Problem Management must first investigate what the Problem is.D. Incorrect. Problem Management can only report on the Problem wheninformation is known about the Problem. This is the last step.

10 of 40

Which one of the following is the direct responsibility of Change Managementto report on a regular basis, say monthly?

A.

number of Requests for Change (RFCs) registered in the ConfigurationManagement Database (CMDB) during the measuring period

B.

number of Changes raised by Problem Management during the measuringperiod

C.

number of approved RFCs that had their implementation schedule delayedduring the measuring period

D.

incorrectly registered Configuration Items (CIs) found during the measuringperiod

A. Incorrect. This is the responsibility of Configuration Management to report.B. Incorrect. This is the responsibility of Problem Management to report.C. Correct. This is the responsibility of Change Management to report allexceptions to the Change schedule.D. Incorrect. This is the responsibility of Configuration Management.


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11 of 40

From which data repository can statistical information be extracted to gain aninsight into the structure and composition of the IT infrastructure?

A.

the Capacity Database (CDB)

B.

the Configuration ManagementDatabase (CMDB)

C.

the Definitive Hardware Store (DHS)

D.

the Definitive Software Library(DSL)

A. Incorrect. The Capacity Database (CDB) contains only capacity andperformance data on the IT infrastructure.B. Correct. The Configuration Management Database (CMDB) contains arecord of the entire IT infrastructure and its interrelationships.C. Incorrect. The Definitive Hardware Store (DHS) is the storage location forhardware stocks of standardized basic configurations.D. Incorrect. The Definitive Software Library (DSL) contains operational andearlier versions of software, and documentation on them.

12 of 40

What is another term for Uptime?

A.

Mean Time Between Failures(MTBF)

B.

Mean Time To Repair (MTTR)

C.

Mean Time Between SystemIncidents (MTBSI)

D. Relationship between MTBF andMTBSI

A. Correct.B. Incorrect. Mean Time To Repair (MTTR) is the average time required toresolve an incident (Downtime).C. Incorrect. Mean Time Between System Incidents (MTBSI) is the averagetime between the occurrence of two successive incidents. This includes MTBFand MTTR.D. Incorrect. A relationship between two different time indicators produces afactor or percentage as a result. This has nothing to do with Uptime.


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13 of 40

Which of the following is an activity of IT Service Continuity Management?

A.

informing end users of a system failure

B.

documenting the fallback arrangements

C.

reporting regarding availability

D.

guaranteeing that the Configuration Items areconstantly kept up-to-date

A. Incorrect. Informing users of system failure is a Service Desk activity.

B. Correct.C. Incorrect. Providing reports on availability is an activity of AvailabilityManagement.D. Incorrect. Guaranteeing that the Configuration Items are constantly keptup-to-date is an activity of Configuration Management.

14 of 40

What is the definition of Confidentiality within the Security Managementprocess?

A.

protection of the data againstunauthorized access and use

B.

ability to access data at any moment

C.

the capability to verify that the data iscorrect

D.

the correctness of the data

A. Correct. Protection of the data against unauthorized access and use is thedefinition of Confidentiality as used in the Security Management process.B. Incorrect. Ability to access data at any moment is a definition of Availabilityas used in the Security Management process.C. Incorrect. The capability to verify that the data is correct is part of thedefinition of Integrity as used in the Security Management process.D. Incorrect. The correctness of the data is part of the definition of Integrity asused in the Security Management process.


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15 of 40

What is usually not an activity of the Service Desk?

A.

handling (standard) Requests For Change

B.

handling complaints about the services of the IT organization

C.

determining the root cause of incidents

D.

providing information on products andservices

A. Incorrect. The handling of (standard) Requests For Change is an activity

within Change Management, but it can also be a Service Desk activity.B. Incorrect. The handling of complaints about the services of the ITorganization is an activity within Service Level Management, but it can alsobe a Service Desk activity.C. Correct. Determining the root cause of incidents is an activity of ProblemManagement.D. Incorrect. Providing information on products and services can be anactivity of the Service Desk.

16 of 40

Which of the following documents is an output of one of the tacticalprocesses?

A.

user manual for an application

B.

newsletter from the Service Desk about an application

C.

discussion about a Request for Change (RFC) for expansion of anapplication with the person who submitted the RFC

D.

agreements on the availability percentage of an application

A. Incorrect. User support for an application is part of the IncidentManagement process, an operational process.B. Incorrect. A newsletter from the Service Desk about an application is aform of communication from the Service Desk, an operational department.C. Incorrect. A discussion about a Request for Change (RFC) for the expansionof an application with the person who submitted this RFC is a form of communication in the Change Management process, an operational process.

D. Correct. Agreements on the availability percentage needed of anapplication are made in the Service Level Management process, a tacticalprocess.


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17 of 40

An end-user's PC crashes. This is not the first time that he has had problemswith his PC. It also crashed three months ago. The user reports the crash tothe Service Desk.

What type of record should be created for the user's call?

A.

an Incident

B.

a Known Error

C.

a Problem

D. a Request forChange

A. Correct. This is an Incident.B. Incorrect. A recurring malfunction is not necessarily a Known Error. Theoccurences might have different causes.C. Incorrect. A recurring malfunction is not necessarily a Problem.D. Incorrect. This is not a Request For Change.

18 of 40

Which of the following is an example of a Service Request?

A.

a complaint about theprovision of services

B.

an error report

C.

a request for relocation of equipment

D. a request for documentation

A. Incorrect. A complaint about the provision of services is possibly anIncident, but it is not a Service Request that can be solved by the ServiceDesk according to a straightforward standard procedure.B. Incorrect. An error report is not a Service Request, but it requires IncidentManagement procedures to ensure the rapid recovery of services.C. Incorrect. A request for the relocation of equipment is a Change request.D. Correct. A request from a user for information, advice, documentation or anew password, for example, is a Service Request.


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19 of 40

What is an activity within the area of Proactive Problem Management?

A.

handling Requests for Change

B.

performing trend analyses and identifying potentialincidents and problems

C.

following up on all incidents and disruptions

D.

minimizing the disruption to services resulting fromChanges to the IT environment

A. Incorrect. Handling Requests for Change is the task of Change

Management.B. Correct. Proactive Problem Management concerns itself with trend analysisand identifying potential incidents and problems.C. Incorrect. Following up on all incidents and disruptions is the task of Incident Management.D. Incorrect. Minimizing the impact of changes is not the task of ProactiveProblem Management but of Change Management.

20 of 40

Which ITIL process or function makes the most important and most frequentsubstantive contribution to keeping the Configuration Management Database(CMDB) up to date?

A.

ChangeManagement

B.

Service Desk

C

.

Incident

ManagementD.

ProblemManagement

A. Correct. Change Management continuously implements changes in the ITinfrastructure and is responsible for directing changes in the CI registration.B. Incorrect.The Service Desk may be involved in Configuration Managementactivities. However, having Change Management in place is more importantfor keeping the CMDB up to date than having a Service Desk.C. Incorrect. Incident Management consults the CMDB, but does not provideinput for keeping it up to date.

D. Incorrect. Problem Management consults the CMDB and links problems andknown errors to CIs.


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21 of 40

One of the activities of Configuration Management is Control.

What does this activity entail?

A.

updating changes to Configuration Items (CIs) and their relationships in theConfiguration Management Database (CMDB)

B.

verifying that the CIs and their attributes are specified correctly in theConfiguration Management Database (CMDB)

C.

installing all new CIs and their attributes correctly in the operatingenvironment

D.

making an inventory and baseline of all CIs and their attributes in theoperating environment

A. Correct.B. Incorrect. Verifying that the CIs and their attributes are specified correctlyin the Configuration Management Database (CMDB) is a description of Verification, and not the Control activity.C. Incorrect. Installing new CIs in the operating environment does notdescribe the Control activity. It is an activity that is usually executed byRelease Management under the responsibility of Change Management.D. Incorrect. To inventory the Configuration Items (CIs) is a description of Identification and Registration, and not the Control activity.

22 of 40

Which activity is part of the Availability Management process?

A.

classifying Requests For Change

B.

defining the impact code for incidents

C. identifying problems with theavailability of IT Services

D.

measuring the availability of ITServices

A. Incorrect. Classifying Requests For Change is a Change Managementactivity.B. Incorrect. Defining the impact code for incidents is an IncidentManagement activity.C. Incorrect. Identifying problems with the availability of IT Services is aProblem Management activity.

D. Correct. In addition to reporting, measurement is the most importantactivity in the Availability Management process. The measurement and


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reporting activities create the basis for verifying service agreements,removing problem situations and formulating proposals for improvement.


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23 of 40

In which ITIL process are rates for IT services negotiated with customers?

A.


B.

Capacity Management

C.


D.


A. Incorrect. Availability Management does not negotiate with the customer.

B. Incorrect. Capacity Management does not negotiate with the customer.C. Incorrect. Financial Management for IT Services determines the cost priceand sales price based on the financial policy or negotiations with thecustomer, but is not directly involved in negotiations.D. Correct. One of the activities of Service Level Management is 'drawing upand negotiating the agreement'. Part of this activity involves negotiating onthe desired level of services in relation to the costs. Pricing information isrecorded in a Service Level Agreement (SLA).

24 of 40

Which attribute in the Configuration Management Database (CMDB) wouldhelp to ascertain which Configuration Items are in maintenance at a particularmoment in time?

A.

purchasedate

B.

owner

C. location

D.

status

A. Incorrect. The purchase date of a Configuration Item (CI) has nothing to dowith the maintenance of the CI.B. Incorrect. The owner does not change if a CI is in maintenance.C. Incorrect. While the location of a CI may change when in repair, thisattribute would not be a useful way to show all CIs currently in maintenance(there may be multiple maintenance locations).

D. Correct. Selecting on status 'in maintenance', all CIs in maintenance shouldbe shown.


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25 of 40

Which of the following must be individually and uniquely authorized byChange Management before any action can take place?

A.

regular data entry from Users into adatabase

B.

changing a password for a User

C.

adding a new User to the humanresources system

D.

moving a networked printer to a newlocation

A. Incorrect. Entering data into a database is not a change based on the ITILdefinition of a 'Change', because it does not change the CI status of thedatabase.B. Incorrect. Changing a password is not a Change because a password is nota Configuration Item (CI)I.C. Incorrect. Adding a new User to the system is not a Change, because the CIstatus of the system is not changed.D. Correct. Moving a networked printer is a Change, because the attribute of the location for this Printer-CI is changed. In addition, the change of thelocation of this printer can have a certain impact on the way the ITinfrastructure functions. As such, the impact of this change should be

assessed, understood , and authorized. Thus, it should be under the control of Change Management.

26 of 40

There have been two incidents on a server. It appears that the server isoverloaded due to its multiple connections.

What kind of action should Incident Management take in this instance?

A.

Ask Capacity Management to expand the Capacity of the server.

B.

Ask Problem Management to look into the Problem right away.

C.

Ask Security Management to check whether too manyauthorizations may have been issued.

D.

Ask Service Level Management to revise the Service LevelAgreements (SLAs).

A. Incorrect. An inquiry should take place before any expansion to the serveris carried out.


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B. Correct. The first step is to find out the real cause of the incidents. It is theresponsibility of the Problem Manager to initiate and monitor this. Once it isclear that a lack of capacity is the cause, then several options can beconsidered.C. Incorrect. When the server was put into operation, the number of persons

who could log on to the server was known. The Problem Manager should firstcarry out an inquiry into the underlying cause.D. Incorrect. There is no reason to revise the Service Level Agreements.


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27 of 40

Which ITIL process includes the matching of incidents with known(documented) solutions as one of its activities?

A.

ChangeManagement

B.

IncidentManagement

C.

ProblemManagement

D.


A. Incorrect. Change Management deals with submitted Requests for Change,and with processing them.B. Correct. Matching is an activity that is part of the Incident Management ITILprocess.C. Incorrect. Problem Management deals with investigating the underlyingcause of one or more incidents.D. Incorrect. Configuration Management deals with the registration of CIinformation.

28 of 40

When the cause of a Problem is known, what status is given to the Problem?

A.

the status 'Incident'

B.

the status 'KnownError'

C.

the status 'Solved'

D. the status 'Request ForChange'

A. Incorrect. The status 'Incident' does not exist. Several incidents togethermake up a Problem.B. Correct. If the cause of the Problem is known, it gets the status KnownError.C. Incorrect. The status 'Solved' is not a correct term in the ITIL descriptions.

The Problem must still be solved after its cause is known.D. Incorrect. A Request For Change (RFC) may be the logical consequence of a Known Error. The Known Error may be solved by applying for and

implementing an RFC.


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29 of 40

After a Change has been implemented, an evaluation is performed.

What is this evaluation called?

A.

Forward Schedule of Changes (FSC)

B.

Post Implementation Review(PIR)

C.

Service ImprovementProgramme (SIP)

D.

Service Level Requirement(SLR)

A. Incorrect. A Forward Schedule of Changes (FSC) is not an evaluation, but acalendar with a schedule of the coming changes.B. Correct.C. Incorrect. A Service Improvement Programme (SIP) is not an evaluation. ASIP can, however, be the consequence of an evaluation (from Service LevelManagement).D. Incorrect. Service Level Requirements (SLR's) are the expectations of thecustomer for a (new) service. They do not involve an evaluation.

30 of 40

Due to a defect, a user's sound card is replaced with a new one, made by adifferent manufacturer.

Which ITIL process is responsible for registering the new sound card?

A.

ChangeManagement

B

.

Configuration

ManagementC.

IncidentManagement

D.

ProblemManagement

A. Incorrect. Change Management is responsible for the Change, but not forregistering the new Configuration Item (CI) in the Configuration ManagementDatabase (CMDB).B. Correct. Configuration Management registers new Configuration Items (CIs)in the Configuration Management Database (CMDB).C. Incorrect. Incident Management registers the Incident and its development,but does not register the CI in the CMDB.


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D. Incorrect. Problem Management may have concluded that the sound cardhad to be replaced, but it is not responsible for registering the CI.


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31 of 40

Where are the contents of software releases maintained?

A.

Capacity Database (CDB)

B.

Configuration ManagementDatabase (CMDB)

C.

Definitive Hardware Store (DHS)

D.

Definitive Software Library (DSL)

A. Incorrect. The Capacity Database (CDB) consists of technical data, business

data and all other data that is important for Capacity Management.B. Incorrect. The Definitive Software Library (DSL) can be part of theConfiguration Management Database (CMDB).C. Incorrect. Hardware quantities are stored in the Definitive Hardware Store(DHS), particularly with regard to standardized basic configurations.D. Correct. The contents of software releases are maintained in the DSL.

32 of 40

Which of the following is included in a Service Level Agreement (SLA)?

A.

arrangements about the services to be provided

B.

availability statistics for the previous period

C.

an action plan for setting up the Service LevelManagement process

D.

detailed technical descriptions of a networkprotocol

A. Correct.B. Incorrect. The availability statistics are described in reports.C. Incorrect. The agreement to establish and/or execute the action plan maybe included in a Service Level Agreement (SLA), but not the plan itself.D. Incorrect. Detailed technical descriptions of services are not included in agood SLA (customer language), let alone a technical description of a networkprotocol.


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33 of 40

Which ITIL process ensures that the IT Services are restored as soon aspossible in the case of a disruption?

A.

ChangeManagement

B.

IncidentManagement

C.

ProblemManagement

D.


A. Incorrect. Change Management can sometimes be involved in the solutionprocedure.B. Correct. Disruptions (Incidents) are reported through Incident Management.Incident Management tries to resolve the disruptions as soon as possible.C. Incorrect. It is only after it has become clear that one or more disruptionshave a structural cause - that is, there is a Problem involved - that ProblemManagement tries to resolve the Problem.D. Incorrect. Service Level Management does not resolve disruptions. Thisprocess records the arrangements made about service levels in a ServiceLevel Agreement (SLA).

34 of 40

Which information does the "Financial Management for IT Services" processdeliver to Service Level Management?

A.

the availability of the IT services in aspecific period

B.

the costs of the FinancialManagement system

C.

the total costs of networkmanagement

D.

how much has been spent on ITservices per client

A. Incorrect. This information is reported from Availability Management.B. Incorrect. This information is reported to IT management.C. Incorrect. These costs are not customer-related and therefore not useful toService Level Management.D. Correct. This is one of the cost-related items that are reported to Service

Level Management.


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35 of 40

What is the responsibility of the Security Manager when a new Service LevelAgreement (SLA) is created?

A.

translating the Service Level Requirementsfor data security

B.

determining the Security Baseline in theService Catalogue

C.

providing guidelines for the Securitysection of the SLA

D.

reporting on the technical availability of security components

A. Incorrect. This is the responsibility of the Service Level Manager. TheService Level Manager does, however, obtain input on this subject from theSecurity Manager.B. Incorrect. This is the responsibility of the Service Level Manager. TheService Level Manager does, however, obtain input on this subject from theSecurity Manager.C. Correct. The actual execution of this activity is the responsibility of SecurityManagement.D. Incorrect. Reporting on availability is the responsibility of AvailabilityManagement.

36 of 40

Which ITIL process is responsible for control and management of theimplementation of a new software release?

A.

ChangeManagement

B.


C.

ReleaseManagement

D.


A. Correct. Control and management of the distribution of releases are theresponsibility of Change Management.B. Incorrect. Configuration Management does not manage the distribution of releases. It is, however, involved in providing Configuration Item informationand in modifying that information as a result of the distribution.

C. Incorrect. Release Management does not manage the distribution of releases, but it does provide content-related information about releases and


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the schedule.D. Incorrect. Service Level Management does not manage the distribution of releases, but it does provide the user with reports on releases.


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37 of 40

Which ITIL process determines relevant counter measures based on ananalysis of threats and dependencies concerning IT Services?

A.


B.


C.

Problem Management

D.


A. Incorrect. Availability Management provides data about the requisiteavailability of components in the IT infrastructure and their mutualdependency. This data is used for the analysis of threats and dependencies inthe IT Service Continuity Management process.B. Correct. IT Service Continuity Management analyzes the threats anddependencies and determines the relevant countermeasures.C. Incorrect. Problem Management investigates the IT infrastructure in orderto detect the causes of (potential) malfunctions in the provision of services.However, external threats are not considered to be malfunctions or errors inthe IT infrastructure.D. Incorrect. Service Level Management presents a transparent account of the

roles and responsibilities regarding the IT Services.

38 of 40

Which Capacity Management activity can be used to influence the usage of computing resources?

A.

ApplicationSizing

B.

DemandManagement

C.

Modeling

D.

Tuning

A. Incorrect. Application Sizing is the discipline that predicts the hardwarecapacity necessary for running new or adapted applications.B. Correct. Demand Management is the management of capacity demands.

C. Incorrect. Modeling is used to make predictions of infrastructure 'behavior'.


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D. Incorrect. Tuning is the optimal adjustment of systems to the actual orexpected workload based on the data that has been measured, analyzed andinterpreted.


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39 of 40

Which ITIL process is responsible for developing a charging system?

A.


B.

Capacity Management

C.


D.


A. Incorrect. The task of Availability Management is to manage the availability

of the IT Services.B. Incorrect. The task of Capacity Management is to facilitate the expecteddemand for IT Services.C. Correct.D. Incorrect. The task of Service Level Management is to make agreementsabout IT Services.

40 of 40

What is IT Service Management?

A.

effectively and efficiently managing the quality of the IT Services

B.

organizing the management of the IT infrastructure according to the bestpractices of ITIL

C.

managing the IT infrastructure in a process-oriented way so that the ITorganization can provide the customer with IT products in a professionalway

D

.

promoting an understanding of IT Services among a wider audience

A. Correct.B. Incorrect. IT Service Management is much broader than the ITIL method.C. Incorrect. IT Service Management focuses on IT services rather than on ITproducts.D. Incorrect. IT Service Management restricts itself to people who are workingor are involved in the specialized field.


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The evaluation

The table below shows the correct answers to the questions in thissample examination.

number

answer points

number

answer points

1 D 1 21 A 1

2 A 1 22 D 1

3 A 1 23 D 1

4 D 1 24 D 1

5 D 1 25 D 1

6 A 1 26 B 1

7 C 1 27 B 1

8 B 1 28 B 1

9 A 1 29 B 1

10 C 1 30 B 1

11 B 1 31 D 1

12 A 1 32 A 1

13 B 1 33 B 1

14 A 1 34 D 1

15 C 1 35 C 1

16 D 1 36 A 1

17 A 1 37 B 1

18 D 1 38 B 1

19 B 1 39 C 1

20 A 1 40 A 1

02-sample exam itilf 3.2 0824lc06 usa

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