The ITIL v.3. Foundation ExaminationSAMPLE EXAM QUESTIONS

1. Incident Management has a value to the business by?

a) Helping to control infrastructure cost of adding new technologyb) Enabling users to resolve Problems~ Helping to align people and process for the delivery of service

~JContributing to the reduction of impact

2. The main objective of Availability Management is?

a) To monitor and report availability of services and componentsb) To ensure that all targets in Service Level Agreements (SLAs) are metc) To guarantee availability levels for services and components

ensure that service availability matches or exceeds the agreed needs of the business

3. What is the RACI model used for?

~pybocumenting the roles and relationships of stakeholders in a process or activityb) Defining requirements for a new service or processc) Analysing the business impact of an incidentd) Creating a balanced scorecard showing the overall status of Service Management

4. Which of the following statements is CORRECT?

1. Only one person can be responsible for an activity2. Only one person can be accountable for an activitya) All of the above b) 1 only ‘~4’2 only d) None of the above5. Which of the following statements about Supplier Management is INCORRECT?

Ø~ SupplierManagement negotiates internal and external agreements to support the delivery ofservicesb) Supplier Management ensures that suppliers meet business expectations

~Supplier Management maintains information in a Supplier and Contract Databased) Supplier Management should be involved in all stagp of the service lifecycle, from. Strategy throughDesign and Transition to Operations and Improvement

6. Which of the following are the three main types of metrics as defined in Continual ServiceImprovement (CSl)?1. Process Metrics2. Supplier Metrics3. Service Metrics4. Technology Metrics5. Business Metricsa)1,2and3 b)2,4and5 1,3and4 d)1,2and4

7. Which of the following BEST describes a Local Service Desk structure?

a) A Service Desk that also provides onsite technical support to its usersb) A Service Desk where analysts only speak one language

Service Desk that is situated in the same location as the users it servesd) A Service Desk that could be in any physical location but uses telecommunications and IT systemsto make it appear that they are in the same location8. Which of the following is NOT an example of a Service Request?

a)A user calls the Service Desk to order a toner cartridgeuser calls the Service Desk because they would like to change the functionality of an application

c) A Manager submits a request for a new employee to be given access to an applicationd) A user logs onto an internal web site to download a licensed copy of software from a list ofapproved options

9. What does the Service V model represent?

a) A strategy for the successful completion of all Service Management projectsb) The path to Service Delivery and Service Support for efficient and effective utilization of resources

~Levels of Configuration and testing required to deliver a Service Capabilityd) The business perspective as perceived by the customer and the user of services

10. The priority of an Incident refers to?

~The relative importance of the Incident based on impact and urgencyb) The speed with which the Incident needs to be resolvedc) The number of staff that will be assigned to work on the Incident so that it is resolved in timed) The escalation path that will be followed to ensure resolution of the Incident

11. Which of the following statements is CORRECT for all processes?

a) They define activities, roles, responsibilities, functions and metrics~They create value for stakeholders

c) They are carried out by a Service Provider in support of a Customerd) They are units of organisations responsible for specific outcomes

12. What are Service Acceptance{Criteria used for?

a) Ensure the design stage of the Lifecycle‘~)Ensure that a service can be delivered and supportedc) To measure KPIsd) as a basis for charging

13. The following options are considered within which process?

Big bang vs Phased Push and Pull Automated vs Manuala) Incident Management \EfRelease and Deployment Management c) Service Asset andConfiguration Management d) Service Catalogue Management

14. Business drivers and requirements for a new service should be considered during?

a) Review of the router operating system patches‘~brReview of the current capabilities of IT service deliveryc) The Post Implementation Review (PIR) of a changed) Decommissioning legacy servers

15. Which of the following statements are CORRECT about Functions?

1. They provide structure and stability to organizations2. They are self-contained units with their own capabilities and resources3. They rely on processes for cross-functional coordination and control4. They are costlier to implement compared to processes

~j~y’i ,2 and 3 only b) 1,2 and 4 only c) All of the above d) None of the above

16. The BEST definition of an event is?

a) An occurrence where a performance threshold has been exceeded and an agreed Service Levelhas already been impacted

~An occurrence that is significant for the management of the IT Infrastructure or delivery of servicesc) A known system defect that generates multiple incident reportsd) A planned meeting of customers and IT staff to announce a new service or improvementprogramme

17. Technical Management is NOT responsible for?a) Maintenance of the technical Infrastructureb) Documenting and maintaining the technical skills required to manage and support the ITInfrastructure

~a(Defining the Operational Level Agreements for the technical teamsd) Diagnosis of, and recovery from, technical failures

18. For which of the following activities is Service Level Management responsible?

a) Design the configuration management system from a business perspectiveb) Create technology metrics to align with customer needs

~Create a customer facing service catalogued) Train service desk on how to deal with customer complaints about service

19. The four stages of the Deming Cycle are?

a) Plan, Measure, Monitor, Reportb) Plan, Check, Re-Act, Implementc) Plan, Do, Act, Audit

‘~i7’Plan, Do, Check, Act

20. Which of the following is NOT an objective of Service Operation?

~Through testing, to ensure that services are designed to meet business needsb) To deliver and support IT Servicesc) To manage the technology used to deliver servicesd) To monitor the performance of technology and processes

21. When analysing an outcome for creation of value for customers, what attributes of the serviceshould be considered?

s%Objective, Metric, Desired outcomeb) Business objectives, IT objectives, Process metricsc) Desired outcome, Supplier metrics, IT objectivesd) People, Products, Technology

22. Consider the following statements:CSI provides guidance on how to improve process efficiency and effectivenessCSI provides guidance on how to improve servicesCSI provides guidance on the improvement of all phases of the service lifecycleCSI provides guidance on the measurement of processes and services

Which of the above statements is CORRECT?a) 1 and 2 onlyb) 2 onlyc) 1,2 and 3 only s/All of the above

23. Which of the following is NOT one of the ITIL core publications?\a5’Service Optimisation

b) Service Transitionc) Service Designd) Service Strategy

24. If an organisation is able to become more proactive in its ITSM processes, what is likely to happento support costs?

a) They are likely to increase graduallyb) They are likely to increase dramatically

.~p~”They are likely to gradually reduced) They are likely to reduce initially and then gradually return to the current level

25. Which of the following is a good use of a baseline?

a) The desired end state of a project~A marker or starting point for later comparison.

c) The current desktop models in used) The type of testing to be done for a release

26. What is the role of the Emergency Change Advisory Board (ECAB)?

a) To assist the Change Manager in ensuring that no urgent changes are made during particularlyvolatile business periodsb) To assist the Change Manager in implementing emergency changes

‘/5 To assist the Change Manager in evaluating emergency changes and to decide whether the changeshould be approvedd) To assist the Change Manager in speeding up the emergency change process so that nounacceptable delays occur

27. Which are the missing Service Operation processes from the following?

Incident ManagementProblem ManagementAccess Management77

.~‘ Event Management and Request Fulfilment b) Event Management and Service Desk c)Facilities Management and Event Management d) Change Management and Service LevelManagement

28. The goal of Service Asset and Configuration Management is to?

a) Account for all the financial assets of the organisation~E5 Provide a logical model of the IT infrastructure, correlating IT services and different IT components

needed to deliver the services c) Build service models to justify ITIL implementations d) ImplementITIL across the organisation

29. Operations Control refers to?

a) The managers of the Technical and Applications Management functions~Overseeing the execution and monitoring of IT operational events and activitiesc) The tools used to monitor and display the status of the IT Infrastructure and Applicationsd) The situation where the Service Desk is required to monitor the status of the infrastructure whenOperators are not available

30. Which of the following statements is CORRECT about patterns of demand generated by thecustomer’s business?

~They are driven by patterns of business activityb) It is impossible to predict how they behavec) It is impossible to influence demand patternsd) They are driven by the delivery schedule generated by capacity management

31. Which of the following is a characteristic of every process?

1. It is measurable2. It is timely3. It delivers a specific result4. It responds to a specific event5. It delivers its primary results to a customer or stakeholdera) 1,2,3 and 4 only b) 1,2,4 and 5 only v41 3,4 and 5 only d) All of the above

32. A Service Level Package is best described as?

~A definite level of utility and warranty associated with a core service packageb) A description of customer requirements used to negotiate a Service Level Agreementc) A description of the value that the customer wants and for which they are willing to payd) A document showing the Service Levels achieved during an agreed reporting period

33. Which of the following BEST describes the purpose of Event Management?

.%4’The ability to detect events, make sense of them and determine the appropriate control actionb) The ability to implement monitoring toolsc) The ability to monitor and control the activities of technical staffd) The ability to report on the successful delivery of services by checking the uptime of infrastructuredevices

34. Which is the correct sequence of events in the selection of a technology tool?

a) Select Product, Requirements, Selection Criteria, Evaluate Productb) Selection Criteria, Requirements, Evaluate Product, Select Productc) Requirements, Selection Criteria, Select Product, Evaluate Product

‘~fRequirements, Selection Criteria, Evaluate Product, Select Product

35. Setting policies and objectives is the primary concern of which of the following elements of theService Lifecycle?

,~~%Service Strategyb) Service Strategy and Continual Service Improvement c) Service Strategy, Service Transition andService Operation d) Service Strategy, Service Design, Service Transition, Service Operation andContinual Service Improvement

36. A Service owner is responsible for which of the following?

~Recommending improvementsb) Designing and documenting a Servicec) Carrying out the Service Operations activities needed to support a Serviced) Producing a balanced scorecard showing the overall status of all Services

37. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

a) What is the vision?b) Did we get there?~ there budget?d) Where are we now?

38. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

~ Define what you should measure, define what you can measure, gather data and process datab) Gather data, process data, analyze data and present datac) What is the vision, where are we now, what do we want to be, how do we get there?d) Gather data, process data, define what you should measure and define what you can measure

39. Which of the following areas would technology help to support during the Service Design phase ofthe Lifecycle?1. Hardware and Software design2. Environmental design3. Process design4. Data designa) 1,3 and 4 only b) 1,2 and 3 only ~s~lI of the above d) 2,3 and 4 only40. What is the main reason for establishing a baseline?

a) To standardise operationb) For knowing the cost of services providedc) For roles and responsibility to be clear

‘.45’ For later comparison

41. Functions are best described as?

a) Without their own body of knowledgeb) Closed loop systems

~j4’Self-Contained units of organizationsd) Focusing on transformation to a goal

42. Consider the following statements:

Service Transition provides guidance on moving new and changed services into productionService Transition provides guidance on testingService Transition provides guidance on the transfer of services to or from an external service provider

Which of the above statements is CORRECT? a) I and 2 only b) 1 only“.p~’AlI of the above

d) 1 and 3 only

43. Which of the following areas would technology help to support during the Service Transition phaseof the lifecycle?

Data mining and workflow toolsMeasurement and reporting systemsRelease and deployment technologyProcess Design

and 3 only b) 1,3 and 4 only c) 2,3 and 4 only d)All of the above

44. Learning and improvement is the primary concern of which of the following elements of the ServiceLifecycle?

a) Service Strategy, Service Design, Service Transition, Service Operation, and Continual ServiceImprovementb) Service Strategy, Service Transition, and Service Operationc) Service Operation and Continual Service Improvement

~g)’ Continual Service Improvement

45. Facilities Management refers to?

a) The Management of IT services that are viewed as “utilities’, such as printers or network accessb) The Management of an outsourcing contract

~The Management of the physical IT environment, such as a Data Centred) The procurement and maintenance of tools that are used by IT Operations staff to maintain theinfrastructure

46. Which of the following statements about the Service Desk are CORRECT?

1. The Service Desk is a function that provides a means of communication between IT and its usersfor all operational issues2. The Service Desk is the always the owner of the Incident Management processa) 2 only ..j~fi only c)AII of the above d) None of the above

47. Which of the following statements are NOT included in Access Management?

1. Verifying the identity of users requesting access to services2. Setting the rights or privileges of systems to allow access to authorised users3. Defining security policies for system access4. Monitoring the availability of systems that users should have access to

j(3and4 b)land3 c)2and3 d)Iand4

48. What is the purpose of the Request Fulfilment Process?

J3’ Dealing with Service Requests from the usersb) Making sure all requests within an IT Organisation is fulfilledc) Ensuring fulfilment of Change Requestsd) Making sure the Service Level Agreement is met

49. An Incident occurs when:A user is unable to access a service during service hoursAn authorised IT staff member is unable to access a service during service hoursA redundant network segment fails, and the user is not aware of any disruption to serviceA user contacts the Service Desk about slow performance of an application

Which of the above statements is CORRECT?

~All of the aboveb) 1 and 4 onlyc) 2 and 3 only d) None of the above

50. How does an organization use Resources and Capabilities in creating value?

a) They are used to create value in the form of output for production management~They are used to create value in the form of goods and servicesc) They are used to create value to the IT organization for Service Supportd) They are used to create value to the IT organization for Service Delivery

51. The 7 Step Improvement Process can most accurately be described as?

a) The Seven P’s of Continual Service Improvement (CSI)b) A service improvement methodology based on the Deming Cyclec) A set of roles and responsibilities for managing service improvements

~A process for defining what is to be measured, gathering the data, processing the data and using itto take corrective action

52. The ITIL VS core is best described as?

a) An Operations Lifecycleb) An IT Management Lifecycle

~.%A Service Lifecycled) An Infrastructure Lifecycle

53. Which of the following statements BEST describes the role of Communication during ServiceOperation?

a) Communication is defined as part of all processes and is executed in Service Operationb) Communication is a separate process that needs to be defined and executed with ServiceOperation

.q4’ Good communication is essential for successful Service Operation, just as it is for any other phaseof the lifecycled) Communication is more important in Service Operation than in any other stage of the ServiceLifecycle

54. Demand Management is primarily used to?a) Increase customer value

.J*Eliminate excess capacity needsc) Increase the value of ITd) Align business with IT cost

55. Which of the following questions is NOT answered by Service Portfolio Management?a))-low should our resources and capabilities be allocated?

.MWhat opportunities are there in the market?c) Why should a customer buy these services?d) What are the pricing or chargeback models?

56. Consider the following statements:A Process should be traceable to a specific triggerA characteristic of the ‘Process’ is that it is performance driven and able to be measured.Which of the above statements is CORRECT?a) 1 only sJ4All of the above c) None of the above d) 2 only

57. If something cannot be measured, it should not be documented within which of the following?

a) The Glossary of Terms~t4 A Service Level Agreementc) An Incident Management recordd) A Configuration Item (Cl)

58. In which core publication can you find detailed descriptions of the following?Service Portfolio ManagementDemand ManagementFinancial Managementa) Service Operations t~fService Strategy c) Service Transition d) Continual ServiceImprovement

59. Which of the following statements is CORRECT about good practice’?a) It can be used to drive an organisation forward

.~b7’lt is something that is in wide industry usec) It is always documented in international standardsd) It is always based on ITIL

60. Which of the following statements CORRECTLY defines Insourcing and Outsourcing deliverymodel options?

~~..a~insourcing relies on internal resources; outsourcing relies on external organisation(s) resourcesb) Insourcing relies on external organisation(s) resources; outsourcing relies on internal resourcesc) Insourcing relies on co-sourcing; outsourcing relies on partnershipsd) Insourcing relies on knowledge process outsourcing; outsourcing relies on application serviceprovisioning

61. Which of the following are objectives of the Release and Deployment Management process?

I. To ensure there are clear release and deployment plans2. To ensure that skills and knowledge are transferred to operations and support staff3. To ensure there is minimal unpredicted impact on production services, operations and support4. To provide cost justifiable IT capacity that is matched to the needs of the business

%afl ,2 and 3 only b) All of the abovec) land 3 only d) 1,3and4only

62. “Warranty of a service” means which of the following?

a) The service is fit for purposeb) There will be no failures in applications and infrastructure associated with the servicec) All service-related problems are fixed free of charge for a certain period of time

~Customers are assured of certain levels of availability, capacity, continuity and security

63. A Service Catalogue should contain which of the following?

a) The version information of all softwareb) The organizational structure of the companyc) Asset information

.~Ø~’Details of all operational services

64. The Information Security Policy should be available to which groups of people?

a) Senior business managers and all IT staffb) Senior business managers, IT executives and the Security Manager

WAll customers, users and IT staffd) Information Security Management staff only

65. When planning and implementing a Continual Service Improvement (CSI) initiative, which of thefollowing benefits are LEAST useful in supporting a business case?

a) Reduce technology investment by £5m due to more accurate capacity and performance modellingprocessesb) Reduce support manpower demand by 30% due to automated incident and problem managementprocesses

~Improve employee morale and therefore create better relationships between IT and business unitsd) Reduce Problem resolution by 50% and minimise critical system outages

66. The objective of the Change Management process is most accurately described as?

./Ensuring that all changes are recorded, managed, tested and implemented in a controlled mannerb) Ensuring that changes to IT infrastructure are managed efficiently and effectivelyc) Ensuring that all changes have appropriate back-out plans in the event of failured) Protecting services by not allowing changes to be made

67. The objective of Service Asset and Configuration Management is most accurately described as?

a) To understand the performance characteristics of assets and Configuration Items (CIs) in order tomaximise their contribution to service levelsb) To manage service assets and CIs from an operational perspectivec) To ensure that assets and CIs deliver the business outcomes they were designed to achieve

~To define and control the components of services and infrastructure and maintain accurateconfiguration records

68. What is the best definition of an Incident Model?a) The template used to define the Incident logging form used to report Incidentsb) A type of Incident involving a standard (or model) type of Configuration Item (CI)

set of pre-defined steps to be followed when dealing with a known type of Incidentd) An Incident that is easy to solve

69. Why should monitoring and measuring be used when trying to improve services?~s~’To validate, direct, justify and intervene

b) To validate, measure, monitor and changec) To validate, plan, act and improved) To validate, assign resources, purchase technology and train people

70. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

a) Supplier Management‘J≥fService Level Managementc) Service Portfolio Managementd) Contract Management

71. Which of the following would NOT be stored in the Definitive Media Library (DML)?

a) Master copies of software~Backups of business datac) Software licencesd) Master copies of controlled documentation

72. A benefit of using Service Design tools is?

~To help ensure that standards and conventions are followedb) To help ensure that events are detected as quickly as possiblec) To help enable different applications to work togetherd) To help implement architectures that support the business strategy

73. A Process owner is responsible for which of the following?

a) Purchasing tools to support the Processb) Ensuring that targets specified in an SLA are metc) Carrying out activities defined in the Process

..€t5 Monitoring and improving the Process

74. Which of the following is the CORRECT description of the Four P’s of Service Design?

a) A four step process for the design of effective Service Managementb) A definition of the people and products required for successful designc) A set of questions that should be asked when reviewing design specifications

~The four major areas that need to be considered in the design of effective Service Management

75. Which is the first activity of the Continual Service Improvement (CSI) model?

a) Assess the current business situation~Understand high-level business requirements

c) Agree on priorities for improvementd) Create and verify a plan

76. Which aspect of Service Design is missing from the list below?The design of servicesThe design of Service Management systems and toolsThe design of technology architecture and management systemsThe design of the processes required2

a) The design of Functions b) The design of Service Level Agreements c) The design ofapplications ~4(The design of measurement systems, methods and metrics

77. Application Management is NOT responsible for?a) Documenting and maintaining the technical skills required to manage and support Applications b)Managing applications through their lifecycle c) Assisting in the decision to build or buy newsoftware ,%Developing operational functionality required by the business

78. Which of the following Roles is responsible for identifying opportunities for improvement?1. Service Owner2. Continual Service Improvement (CSI) Manager3. Process Ownera) 1 and 2 onlyb) 1 and 3 only

,.p( All of the aboved) 2 and 3 only

79. Which of the following is the most appropriate approach to carrying out Service Operations?

a) The internal IT view is most important as Service Operations has to monitor and manage theinfrastructure

Service Operations should maintain a balance between an internal IT view and an external businessviewc) The external business view is most important as Service Operations is the place where value isrealised and the customer obtains the benefit of the servicesd) IT Operations does not take an internal or external view as they execute processes defined byService Design

80. Which of the following is NOT an advantage of organising Continual Service Improvement (CSI)using the RACI model?

a) Facilitates clear communication and workflow practice across all parties involved in the CSI programb) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise beoverlapping and confusingc) Identifies where internal Agreements (OLAs) can be established to implement CSI

~Provides a clear focus for matching the CSl processes to financial planning

81. What does the V model help to define?

a) A strategy for the successful completion of all service management projectsb) The path to Service Delivery and Service Support for efficient and effective utilisation of resources

.~pu1..evels of testing required to deliver a Service Capabilityd) The business perspective as perceived by the customer and the user of services

82. The priority of an Incident is BEST described as?‘,.a~’The relative importance of the Incident based on impact and urgency

b) The speed with which the Incident needs to be resolvedc) The number of staff that will be assigned to work on the Incident so that it is resolved in timed) The escalation path that will be followed to ensure resolution of the Incident

83. Operations Control refers to?a) The managers of the Technical and Applications Management functions

~i4’ Overseeing the execution and monitoring of IT operational events and activitiesc) The tools used to monitor and display the status of the IT Infrastructure and Applicationsd) The situation where the Service Desk is required to monitor the status of the infrastructure whenOperators are not available

84. Which of these is the CORRECT description of normal service operation?a) The service is operating in the way it usually does when there hasn’t been an incidentb) The service is providing all functionality and performance that the business wants

~.%The service is operating within the limits defined in the Service Level Agreementd) All users are able to log in to the service and use it

85. Which of the following BEST describes the purpose of Event Management?~he ability to detect events, make sense of them and determine the appropriate control action b)

The ability to implement monitoring tools c) The ability to monitor and control the activities oftechnical staffd) The ability to report on the successful delivery of services by checking the uptime of infrastructuredevices

86. The main objective of Availability Management is?a) To monitor and report availability of services and componentsb) To ensure that all targets in Service Level Agreements (SLAs) are metc) To guarantee availability levels for services and components

~To ensure that service availability matches or exceeds the agreed needs of the business

87. Defining the functional requirements for a new service is part ota) Service Operation: Application Managementb) Service Strategy: Service Portfolio Managementc) Service Design: Design the technology architecture

~Service Design: Design the service solutions

88. Which of the following statements about a process is correct?1. It is measurable2. It is timely3. It delivers a specific result4. It responds to a specific event5. It delivers its primary results to a customer or stakeholdera) 1,2,3 and 4 only b) 1,2,4 and 5 only ~p)i, 3,4 and 5 only d)AII ofthe above89. There are 7 different sourcing strategies that a company can use. What is the newest form ofou)sourcing?

~A Knowledge Process Outsourcingb) Partnership or multi-sourcingc) Business Process Outsourcing (BPO)d) Application Service Provision

90. Which of the following identifies two Service Portfolio components within the Service Lifecycle?,.A’Service Pipeline and Service Catalogue

b) Service Knowledge Management System and Service Cataloguec) Service Knowledge Management System and Service Pipelined) Service Pipeline and Configuration Management System

91. Which of these statements is CORRECT?1. Continual Service Improvement (CSl) provides guidance on how to improve process efficiency andeffectiveness2. CSl provides guidance on how to improve services3. CSI provides guidance on the improvement of all phases of the Service Lifecycle4. CSI provides guidance on the measurement of processes and services

a) 1 and 2 onlyb) 2 onlyc) 1, 2 and 3 only ~,4’All of the above

92. Which of these is NOT a type of change?a) Standard Changeb) Normal Change

.,.,p~’Urgent Changed) Emergency Change

93. Why should monitoring and measuring be used when trying to improve services?.~fTo validate, direct, justify and intervene

b) To validate, measure, monitor and changec) To validate, plan, act and improved) To validate, assign resources, purchase technology and train people

94. What is the CORRECT order of the first four activities in the 7 Step Improvement Process?

~Define what you should measure, define what you can measure, gather data and process datab) Gather data, process data, analyse data and present datac) What is the vision, where are we now, what do we want to be, how do we get there?d) Gather data, process data, define what you should measure and define what you can measure

95. How can an organisation ensure that new systems and services are available, and can besupported, from the required. start date/time?

a) Service Continuity~Early Life Supportc) Pay-as-you-god) Implement a Change freeze

96. Incident Management has a value to the business by?

a) Helping to control infrastructure cost of adding new technologyb) Enabling users to resolve Problemsc) Helping to align people and process for the delivery of service

‘,j~Contributing to the reduction of impact of service outages

97. Where is Good Practice generated?1. Public frameworks2. Standards3. Proprietary knowledge of Individuals and Organisationsa) 1 and 2 only b) 2 and 3 only ~%~ll of the above d) 1 and 3 only

98. Which of the following areas would technology help to support during the Service Design phase ofthe Lifecycle?1. Hardware and Software design2. Environmental design3. Process design4. Data designa) 1,3 and4only b) 1,2 and 3 only ~4ll of the above d)2, 3 and 4 only

99. The Service Level Manager has responsibility for ensuring that the aims of Service LevelManagement are met. The Service Level Manager is NOT responsible for?

a) Negotiating and agreeing Operational Level Agreements,/Ensuring that all non-operational service are recorded within the Service Catalogue

c) Negotiating and agreeing Service Level Agreementd) Assisting with the production and maintenance of an accurate Service Catalogue

100. Which of the following is NOT an example of a Service Request?

a) A user calls the Service Desk to order a toner cartridgeuser calls the Service Desk because they would like to change the functionality of an application

c) A Manager submits a request for a new employee to be given access to an applicationd) A user logs onto an internal web site to download a licensed copy of software from a list ofapproved options

101. Which of the following statements is CORRECT for ALL processes?

a) They define activities, roles, responsibilities, functions and metrics~hey create value for stakeholdersc) They are carried out by a Service Provider in support of a Customerd) They are units of organisations responsible for specific outcomes

102. Which of the following statements is incorrect?

~Supplier Management negotiates internal and external agreements to support the delivery ofservicesb) Supplier Management ensures that suppliers meet business expectationsc) Supplier Management maintains information in a Supplier and Contract Databased) Supplier Management should be involved in all stages of the Service Lifecycle, from Strategythrough Design and Transition to Operations and Improvement

103. Which of the following BEST describes a Workaround?

~A technician uses a pre-defined technique to restore service as this Incident has been seen beforeb) A technician tries several approaches to solve an Incident. One of them works, although he doesnot know whyc) After reporting the Incident to the Service Desk, the user works on alternative tasks while theproblem is identified and resolvedd) A device works intermittently, thus allowing the user to continue working at degraded levels ofperformance while the technician resolves the problem

104. The objective of Service Asset and Configuration Management is most accurately described as?

a) To understand the performance characteristics of assets and Configuration Items (CIs) in order tomaximise their contribution to service levelsb) To manage service assets and CIs from an operational perspectivec) To ensure that assets and CIs deliver the business outcomes they were designed to achieve

‘~Ø)lo define and control the components of services and infrastructure and maintain accurateconfiguration records

105. The objective of the Change Management process is most accurately described as?

~Ensuring that all Changes are recorded, managed, tested and implemented in a controlled mannerb) Ensuring that Changes to IT infrastructure are managed efficiently and effectivelyc) Ensuring that all Changes have appropriate back-out plans in the event of failured) Protecting services by not allowing Changes to be made

106. The 7 Step Improvement Process can most accurately be described as?

a) The Seven P’s of Continual Service Improvement (CSI)b) A service improvement methodology based on the Deming Cyclec) A set of roles and responsibilities for managing service improvements

‘~J~A process for defining what is to be measured, gathering the data, processing the data and using itto take corrective action

107. Which of the following statements are CORRECT?Service Transition provides guidance on moving new and changed services into productionService Transition provides guidance on testingService Transition provides guidance on the transfer of services to or from an external service provider

a) 1 and 2 only b) 1 only ~9)4ll of the above d) 1 and 3 only

108. Which of the following areas would technology help to support?

1. Self Help2. Measurement and reporting systems3. Release and deployment4. Process designa) 1,2 and 3 only b) 1,3 and4only c)2, 3and4only \~7~ll of the above

109. A Customer Service Catalogue should contain which?a) The version information of all softwareb) The organisational structure of the companyc) Asset information

~(Details of all operational services

110. “Warranty of a service” means?a) The service is fit for purposeb) There will be no failures in applications and infrastructure associated with the servicec) All service-related problems are fixed free of charge for a certain period of time

~Customers are assured of certain levels of availability, capacity, continuity and security

111. Which of the following activities are included in Access Management?

1. Verifying the identity of users requesting access to services2. Selling the rights or privileges of systems to allow access to authorised users3. Defining security policies for system access4. Monitoring the availability of systems that users should have access toa)2and4only b)1 and3only c)2and3only ‘d(1 and2only

112. Which process reviews Operational Level Agreements (OLAs) on a regular basis?

a) Supplier Management~Service Level Management

c) Service Portfolio Managementd) Contract Management

113. Which activities would you expect a Service Owner to undertake?Representing a specific service across the organisationUpdating the Configuration Management Data Base (CMDB) after a changeHelping to identify service improvementsRepresenting a specific service in Change Advisory Board (CAB) meetings

a) 1, 2 and 4 onlyb) All of the abovec)1 and4only r~i,3and4only

114. A Process Owner is responsible for which of the following?a) Purchasing tools to support the processb) Ensuring that targets specified in a Service Level Agreement (SLA) are metc) Carrying out activities defined in the process

.ji)’Monitoring and improving the process

115. The wording of an SLA should be:

a) In technical language to ensure that it fully reflects the details of the service to be providedb) In legal language to ensure that all terms are fully defined and unambiguous

~ja~Clear and concise and leave no room for ambiguity so everyone can understand itd) In both legal and technical language to cover the needs of the business and the service provider

116. Which of the following statements about Service Desk staff is CORRECT?

a) The Service Desk should try to have a high level of staff turnover as the training requirements arelow and this helps to minimise salariesb) Service Desk staff should be discouraged from applying for other roles as it is more cost effective tokeep them in the role where they have been trained

~he Service Desk can often be used as a stepping stone for staff to move into other more technicalor supervisory rolesd) Technical skills are more important to the Service Desk than business or interpersonal skillsbecause they enable incidents to be resolved

117. Which of the following is the CORRECT sequence of activities for handling an Incident?

~4dentification, Logging, Categorisation, Prioritisation, Initial Diagnosis, Functional Escalation,Investigation Diagnosis, Resolution. Recovery, Closureb) Identification, Prioritisation, Logging, Categorisation, Initial Diagnosis, Functional Escalation,Investigation Diagnosis, Resolution, Recovery, Closurec) Identification, Logging, Initial Diagnosis, Categorisation, Prioritisation, Functional Escalation,Investigation Diagnosis, Resolution, Recovery, Closured) Identification, Investigation, Logging, Categorisation, Functional Escalation, Prioritisation, InitialDiagnosis, Resolution, Recovery, Closure

118. Which of the following is the CORRECT description of ‘normal service operation’?a) The response time of the service meets user expectationsb) The service is providing all functionality and performance that the business wants

~rFhe service is operating within the limits defined in the Service Level Agreement (SLA)d) All users are able to log into the service and use it

119. What is the relationship between Problem Management and Change Management?

A. Problem Management takes the lead in CAB meetings when the Change Manager is not available.B. Problem Management implements Changes to fix Problems

~7troblem Management raises RFCs to resolve ProblemsD. Change Management identifies what problems Problem Management should work on.

120. Which of the following will you not find using a toolset?A. Knowledge

~3r1NisdomC. DataD. Information

121. In order to design service solutions which of the following are necessary?A. Defined, agreed capabilitiesB. Define, agreed resourcesC. Defined, agreed requirements

‘~J≥tefined, agreed Capabilities, resources and requirements

122. When should planning for end—of-contract with a supplier take place?1. Just before the contract finishes2. When the supplier breaches the terms of the contract3. Once the contract has been agreed and signed

...ft<During negotiations

123. As a Process owner you are responsible for which of the following?

A. Ensuring that process outputs conform to operational normsB. Ensuring that processes define policies and StandardsC. Ensuring that processes are controlledD. Ensuring that process Objectives are defined in terms of business benefit

1. NB/C~2ZNC/D

3. A/B/C/D4. D only.

124. Developing an understanding of business activities and how services are used is theresponsibility of..?A. Request Fulfilment

~WDemand ManagementC. Capacity ManagementD. Service Level Management

125. Which of the following is correct as possible Service Desk structures?NZtocallCentralNirtual

2. Central/Follow-the-sun/Helpdesk3. Central/Local/Hybrid4. Virtual/Empowered/Outsourced

126. when a major Incident happens, what should be in place?A. A Major Incident Team

i~J34~ defined Major Incident processC. A “hot phone” to call senior IT management.D. Plenty of coffee.

127. What is the difference between these types of metrics?

A. Service metrics incude CSFs and KPIs; technology metrics cover availability and capacityB. Service metrics cover maturity; only technology metrics measure efficiency and effectiveness

~Z’~Technology metrics measure components; service metrics cover end-to end serviceD. Technology metrics measure the infrastructure; service metrics measure Management processes

128. What is a Release Unit?A. A team of Release Management specialists

‘~.B~Those parts of the infrastructure normally released togetherC. A function of ITSMD. The costs ofmaking a release

129. When could you create a Known Error record (according to ITIL)A. At the end of the whole Problem/Error process

soon as a temporary solution has been found, even if full diagnosis of the cause has not beenunder takenC. Whenever you likeD. When the length of time for diagnosis exceeds agreed timescales

130. Which of the following is nota self-help option?a) Access to the Change Schedule to monitor progress of your RFCb) Enabling users to log Incidentsc) Requesting standard applications

‘~~%Replacing printers

131. How would you describe a service that is not available all the time, but works well for thebusiness when it is available?

A. High Utility/High WarrantyB. Low Utility/Low Warranty

~..e High Utility/Low WarrantyD. Low Utility/High Warranty

132. Which of the following is not part of the RACI model?~.PCCommunicated

B. InformedC. AccountableD. Responsible

133. What is the key difference between (financial) Asset management and SACM?

A. There is no real difference~.WReIationships and dependencies between Cis are defined

C. The financial implications of Cl use are definedD. The costs of CIs are defined

134. What is an OLA? A document defining....

A. relationships between customers and ESPs‘~.B<reIationships between internal IT departments

C. relationships between internal IT departments and ESPsD. relationships between customer and IT departments

135. Which of the following describes a Standard Change?

A. A Change implemented according to 15020000B. A Change requiring detailed analysis before implementation

\.€tA Change that follows a set, approved pattern, having happened multiple times beforeD. A Change that can be implemented by an end-user

136. Where would you find an Operations bridge?

A. On an aircraft carrierB. IT Technical Management

‘L-€~lT Operations ManagementD. IT Service Desk

137. What are the 4 Ps of Service Strategy?

A. People/Process/Plan/PartnerB. Plan/Prepare/Produce/Postpone

%.2iDIan/Position/Perspective/PatternD. Pattern/Perspective/Position/Partner

138. What does the Service V model represent?a) A strategy for the successful completion of all Service Management projectsb) The path to Service Delivery and Service Support for efficient and effective utilization of resources

‘~e)1..evels of Configuration and testing required to deliver a Service Capabilityd) The business perspective as perceived by the customer and the user of services

139. The priority of an Incident refers to?

~The relative importance of the Incident based on impact and urgencyb) The speed with which the Incident needs to be resolvedc) The number of staff that will be assigned to work on the Incident so that it is resolved in timed) The escalation path that will be followed to ensure resolution of the Incident

140. The responsibility for the Incident Management process should be assigned to which of thefollowing?A. The Incident Management Process owner

~,$~All operational areas — 1st12~,3~ lineC. The Service Desk only — 1st lineD. Service Level Management

141. If an organisation is able to become more proactive in its ITSM processes, what is likely tohappen to support costs?

a) They are likely to increase graduallyb) They are likely to increase dramatically

v~They are likely to gradually reduced) They are likely to reduce initially and then gradually return to the current level

142. What is the role of the Emergency Change Advisory Board (ECAB)?

a) To assist the Change Manager in ensuring that no urgent changes are made during particularlyvolatile business periodsb) To assist the Change Manager in implementing emergency changes

v~YTo assist the Change Manager in evaluating emergency changes and to decide whether the changeshould be approvedd) To assist the Change Manager in speeding up the emergency change process so that nounacceptable delays occur

143. A Service Level Package is best described as?

~A definite level of utility and warranty associated with a core service packageb) A description of customer requirements used to negotiate a Service Level Agreementc) A description of the value that the customer wants and for which they are willing to payd) A document showing the Service Levels achieved during an agreed reporting period

144. Which of the following statements BEST describes the role of Communication during ServiceOperation?

a) Communication is defined as part of all processes and is executed in Service Operationb) Communication is a separate process that needs to be defined and executed with ServiceOperation

‘~)—Good communication is essential for successful Service Operation, just as it is for any other phaseof the lifecycled) Communication is more important in Service Operation than in any other stage of the ServiceLifecycle

145. 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 useC SLAs for each service that are Customer-focused and written in business languageD An SLA for each service type, covering all those Customer groups that use that service

146. Possible problems with Change Management include:Lack of ownership of impacted services

B Increased visibility and communication of changesC Better alignment of IT services to actual business needsD The ability to absorb a larger volume of change

147. Which of the following are likely members of the Change Advisory Board?1 Problem Manager2 Customer representatives3 Change Manager4 Senior IT technical managers

\A< All themB 2and3onlyC 12and4D 1,3and4

148. Where would the information relating to software release components be stored?A DSLB AMDB

te~ CMDBD CDB

149. Consider the following situations:1 An incident exceeds the downtime stipulated within a SLA2 The business impact of an incident increases due to unforeseen circumstances3 The number of users impacted by an incident is greater than first thought4 A senior manager in the customer’s organisation complains about the lack of progress being

made on a particular incident

Which of the above could be valid reasons for the Service Desk to invoke escalation procedures?‘~Pr’ All four

B 2,3&4C 1,2&3D 1,3&4

150. The following activities are involved in implementing a Service Management function:1 Tool selection2 Tool specification3 Process design4 Functional requirements analysis

In which order should the above activities be taken?A 4—2—1—3

çB’~ 4—3—2—1C 2—1—4—3D 2—1—3—4

151. Which of these best describes the purpose of Capacity Management?A To reduce costs and performance levels to a minimumB To ensure that there is always sufficient capacity available to meet all customer demandsC To ensure that business demands are affordable and achievable

‘~,E( To provide cost-effective IT capacity to meet agreed service levels

152. Which of these is NOT a recognised Service Desk structure?~r’ Remedial Service Desk

B Virtual Service DeskC Local Service DeskD Central Service Desk

153. 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 raisedB Devising the backout plan for a significant Change

\.C’ Chairing the CABD Ensuring a Release has reached the target Cls

154. 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 land2onlyB 2and3only

U~ 1 and 3 onlyD Allofthem

155. Which of the following metrics is most relevant in determining the value added by ProblemManagement to the Service Desk?

A The number of Problems raised\..V The number of Known Errors identified

C The number of Problems correctly categorisedD The number of RFCs raised

156. Which of the following best describes the goal of Service Level Management?;~.k” 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 minimumrequirements 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 thisthrough ensuring all services operate at maximum availability.

D To ensure that IT delivers the same standard of service at the least cost.

157. Which of these is a DIRECT benefit of having a Service Desk?A Customer Service Level Requirements are established

Technical support staff are less likely to be interrupted to deal with users callsC Changes taking place are properly coordinatedD All the information in the CMDB is kept up to date.

158. Which of the following could be considered a valid reason for a business not having anycontinuity plans for a specific IT service?

A The IT department does not have the skills for developing continuity plansB The IT department has made a decision that the risk of disaster is smallC The business does not have time to be involved in preparing continuity plans

A management decision has been made following a business impact assessment

159. When establishing a new SLA which of the following should the Service Level Manager take intoaccount1 That the new SLA can meet the targets agreed with the customer2 That the conditions in other existing SLAs can continue to be met3 That the possible impact of changes to the SLA can be identified

Which of the above are true?A 1&2B 2&3

\2” 1,2&3D 1&3

160. There is a network incident that affects 200 desktops. At the same time the Managing Director’sprinter has broken and he wants to print a report now. Which of the following statements can bededuced from this information?

~A( There is insufficient information to determine which incident has the higher priorityB The Managing Director’s printer must be fixed because of the higher business impactC Both incidents have an equally high priorityD The network incident has a higher priority then the Managing Director’s printer because it

affects a lot more people

161. Consider the following information:I Type identity2 Unique identifier3 Version number4 Copy number

Which of the above details must be recorded for every Cl in the CMDB?\~< 1&2

B 1,3&4C All of themD 2&3

162. Which of the following is NOT a responsibility of the IT Service Continuity planning team?A Outlining possible measures to protect an IT service

\.-B” Deciding the business criticality of an IT serviceC Testing the plans for recovery of an IT serviceD Identifying the risks to an IT service

163. Which of the following activities is the responsibility of Change Management?

~ Reviewing changes to ensure they have workedB Creating a change to rectify a known errorC Determining the release strategy for a major changeD Implementing a software change at a remote site

164. Which of the following activities is NOT part of the Release process:A Moving software from the DML to the development environmentB Moving software from the DML to the live environmentC Moving software from the development to the test environment

\.W Moving software from the live environment to the DML

165. Which of the following statements best describes the Definitive Media Library?

secure software library containing all versions of software Cis in their definitive, quality controlled,formB. A logical library, held securely on computer, containing all versions of software CIsC. A secure, physical library containing the latest version of every software CI in a quality controlledmannerD. A logical library, held securely on computer, containing the latest version of every software Cl

166. The Service Level Manager requires confirmation that the internal Service Desk can answer acertain percentage of calls within 10 seconds. In which document would the Service Desk’sagreement to this requirement be recorded?

A Internal Specification SheettW” Operational Level Agreement

C Service Level AgreementD An underpinning third party contract

167. Items of information stored in the CMDB relating to a specific Cl are known as:A ComponentsB Features

\2’” AttributesD Characteristics

168. Service Desk staff should have:1 A good telephone manner2 Some technical appreciation of the supported services3 Awareness of the likely business impact of service incidents

A 1&2\R~~ 1,2&3

C 2&3D 1&3

169. Which of the following can be OMITTED from an urgent software release in exceptionalcircumstances?

“.A— Undertaking full testingB Updating the CMDBC Incrementing the version numberD Putting the amended version in the DML

170. A good Incident Management process will:

A Ensure that error corrections are treated as urgent changesB Diagnose the underlying cause of incidents quickly

‘~2’~ Restore normal service operation as quickly as possible following an incidentD All of the other answers

171. Which of the following statements is FALSE?

Charging is required in order to cost IT servicesB Budgeting and accounting for IT services is essential for effective Service ManagementC It is better to budget and account for IT services before implementing chargingD Charging may lead to the recovery of costs

172. Which of the following is necessary in order to start planning for IT Service ContinuityManagement?A Include continuity measures in Change Management proceduresB Identify appropriate countermeasures

Conduct a business impact analysisD Establish a contract with an intermediate recovery provider

173. Status Accounting is an important part of which process?A IT Financial ManagementB Change ManagementC Incident Management

\2 Configuration Management

174. Which of the following is NOT a technique usually associated with Availability Management?A Auto error detectionB DuplexingC Analysing data

Queuing theory

175. Which of the following statements is true?

A Service Level Agreements are between user departments and technical support providers andare written in business language

~ Operational Level Agreements are between internal service providers and may be written intechnical language

C Operational Level Agreements are between Service Level Management and external providersand are written in business language

D Service Level Agreements are between user departments and Service Level Management andare written in technical language

176. 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 willcontact them within an agreed time with an update. Retain ownership of the incident but referto appropriate second line support group. Monitor progress and keep customer informed

B Tell them to ring back if it happens againC Log the details and inform the customer of the incident number. Suggest they ring back if they

have not heard within 48 hrsD Suggest the customer contacts a third party

177. 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

measurablet& 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 senseD To ensure that the customer’s understanding of a particular term is the one meant in the SLA

178. Impact assessment is NOT normally part of which of the following processes?A Problem ManagementB IT Service Continuity PlanningC Incident Management

‘~.W’ Service Level Management

179. Consider these statements:1 Service Capacity Management should ensure that the type, pattern and typical resource

requirements of all services is understood2 Undertaking Service Capacity Management is sufficient to ensure that the performance

difficulties never arise

Which of these statements is correct?A NeitherB BothC Only2

\W Only 1

180. Which of the following is NOT the responsibility of the Release Management process?A Distributing softwareB The physical aspects of software controlC Helping to determine the software release policy

V_Pb” Ensuring that CMDB entries concerning software CIs are verified

181. Which is the correct sequence of events for describing an incident lifecycle after the incident hasoccurred?A Detection, Repair, Recovery, Restoration, DiagnosisB Detection, Recovery, Repair, Restoration, DiagnosisC Detection, Diagnosis, Recovery, Repair, Restoration~ Detection, Diagnosis, Repair, Recovery, Restoration

182. Which of the following statements best describes a ‘problem’?A An incident which has been diagnosed and for which a resolution existsB An incident that has passed its service level for fixingC~ An incident that has occurred more than once

\3 The unknown cause of one or more incidents

183. In which of the following circumstances is requesting an emergency change justified?A Only one small component requires changing and it is unlikely to affect any other componentsB The CAB meeting has been cancelled because most of the members are unavailable at the

time previously agreedC 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

184. The prime responsibility of Availability Management isA To understand the behaviour of CIs

To deliver a level of availability that enables customers to satisfy their business objectivesC To negotiate and manage support contracts for hardware and softwareD To manage security and serviceability of all IT services

185. Which of these is NOT a purpose for which Service Capacity Management information can beus~d?

DML controlB Systems throughput calculationC Network performance analysisD Demand Management

186. Which of the following list will NOT have a direct impact upon IT capacity?

A An increase in network bandwidth availableB A reduction in transactions processedC A reduction in the number of fifes to be stored

An increase in the cost per transaction

187. Consider the following statements:An SLA is a contract drawn up by the IT department which states what the customer may and may

not do with his computer.A Service Catalogue describes concisely and specifically the IT services that the IT department

can offer a customer.

Are these statements correct?A. Onlythefirst

‘,~.B< Only the secondC. BothNeither

188. Which is the best description of ‘impact’?

A. The degree to which the provision of services is disrupted and the speed with which this must beremedied

B. The degree to which the user indicates how quickly the incident must be resolved.The effect that an incident has on the service that has been agreed upon.

The effect that an incident has on user time.

189. Network Managers are overloaded with work. They hardly get a chance to manage the network.One of the reasons for this is that users approach them directly to answer all kinds of questions.Which Service Management discipline needs to be set up to improve this situation?A. Change Management B. Configuration managementC. Error Control \D~ervice Desk2. Incident Co-ordination F. Problem Management

190. A change has taken place in the IT Infrastructure. How is Change Management related to theConfiguration Database (CMDB)? Change Management....Checks whether the change has been made in the CMDB.Carriers out investigations into the degree of consistency in the CMDB.

\yc≤clides Configuration Management with the data required to implement change in the CMDB.Implements the change in the CMDB and informs Configuration about it.

191. The sequence of dealing with Incidents and/or Problems must be based on....The categoryThe impact

.PWe priorityThe urgency

192. Which is the correct combination of concepts and ITIL processes?1. CMDB a) Availability Management2. DML b) Configuration Management3. MTBF c) Service Level Management4. SLA d) Release Management

A. 1-a, 2-b, 3-c, 4-d2-d, 3-a, 4-c

C. 1-c, 2-a, 3-d, 4-bD. 1-d, 2-c, 3-b, 4-a

193. For which ITIIL process below is the determination of priorities based on impact and urgency anessential activity?

.}C” Change ManagementB. Configuration ManagementC. Financial ManagementD. Service Level Management

194. Which of the examples below is NOT usually an example of a configuration item?A. A user manualB. A company’s organisation chartC. A description of a procedure

A unique identification code

195. A number of new PCs are due to be installed soon. A question now arises in the IT organisationabout what is and what is not the responsibility of Configuration Management.For which of the following activities is Configuration Management NOT responsible?

A. Checking the completeness and correctness of the data concerning the PC5.~,pY Checking the operation of the PCs.

C. Labelling and recording the data concerning PCs.D. Registering and monitoring the status of the PC data.

196. Consider the following activities.1. Change categorisation2. Change implementation3. Change review4. Change scheduling5. Filtering requests for changeIn which sequence should these activities be carried out in order to implement a change in the ITinfrastructure in a controlled fashion?A. 1 4 5 2 3B. 1 5 4 3 2C. 4 1 5 3 2

1 4 2 3E. 5 1 2 4 3

197. Consider the following statements.To determine the impact of change it is necessary to understand the structure of the IT services

and the way they support the business processes concerned.The relationships between the various components of the infrastructure play an important role in

determining the impact of a change.Are these statements correct?A. OnlythefirstB. Only the second

BothD. Neither

198. You work at the Service Desk of an organisation. A user calls up to say that his terminal does notfunction.This is a(n)A. A cause of much amusement

IncidentC. Known ErrorD. ProblemE. Request for Change

199. In ITIL Service Management terms what is the Service Desk?

A.f waste of space.‘~.WA Function

C. A Communications interfaceD. A Process

200. Staff in an IT Department are very good at their job, especially when it comes to understandingthe technology and their internal processes. What risk does this present?

A. They are good at their job so there is no risk‘~,E’They are over4ocussed internally and have lost, or may lose, sight of the business needs

C. Costs will increaseD. IT will need to outsource more operations