ITIL V3 Foundation Certification Paper 7
ITIL (Information Technology Infrastructure Library) was launched in June 2007.
ITIL V3 primarily describes the Service Lifecycle of IT Service Management.ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.
ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. (It is to be noted that there is no formal independent 3rd Party Compliance Assessment available for ITIL compliance in an organisation, Certification in ITIL is only available to individuals and relates to their knowledge of the 5 books)
ITIL V3 Exam Questions and Answers
161
Which of the following
statements about the process owner is CORRECT?
A. Is a part responsible for supplying goods or service that are required
to deliver IT Services
B. Is responsible for ensuring that a process is fit for purpose
C. Is responsible for operational management of a process
D. Is a process that is responsible for managing the lifecycle of all
Incidents
<ANSWER>Is
responsible for ensuring that a process is fit for purpose</ANSWER>
162
Which of the following is a
responsibility of the process practitioner?
A. Managing the lifecycle of all incidents
B. Creating or updating records to prove that activities have been carried
out correctly
C. Supplying goods or services that are required to deliver IT Services
D. Appointing people to the required roles
<ANSWER>Creating
or updating records to prove that activities have been carried out correctly</ANSWER>
163
Which of the following is
responsible for keeping accurate information for the organization’s services in
transition to a live environment?
A. Availability Management
B. Asset Management
C. Service Level Management (SLM)
D. Service Catalogue Management
<ANSWER>Service
Catalogue Management</ANSWER>
164
To what does the term Standard
Change refer?
A. A preauthorized change that is low risk, relatively common and follows
a procedure or work instruction
B. A change that has to be applied as soon as possible
C. A change that follows the defined steps of the Change Management
process
D. The addition, modification or removal of anything that could have an
effect on IT Services
<ANSWER>A preauthorized
change that is low risk, relatively common and follows a procedure or work
instruction</ANSWER>
165
In the context of service
operations managing day to day activities, which of the following statement is
true – 1. Functions are logical concept covering people and technology to
perform tasks from a defined process on an ongoing basis, 2. Departments are
the formal organization formed to perform task from predefined process on an
ongoing basis
A. Statement 1 is correct
B. Statement 2 is correct
C. Statements 1 and 2 are correct
D. Statements 1 and 2 are incorrect
<ANSWER>Statements
1 and 2 are correct</ANSWER>
166
Building stable service
operations with good balance between internal and external focus required a
long term planning. The balance referred in statement refers to
A. Stability Vs Responsiveness
B. Internal Vs External
C. Demand Vs Supply
D. Top down Vs bottoms up
<ANSWER>Stability
Vs Responsiveness</ANSWER>
167
Service Operation tries to
create balance between
A. Cost Vs Quality
B. Reactive Vs Proactive
C. Internal Vs External Focus
D. All of the above
<ANSWER>All of the
above</ANSWER>
168
In an organization, the
purchasing department has relocated internally not just the people, but also their IT
resources. A Service Desk employee has been commissioned to relocate this
department’s workstations. In which ITIL process is this employee now playing a
role?
A. Configuration Management
B. Problem Management
C. Change Management
D. Incident Management
<ANSWER>Change
Management</ANSWER>
169
Which ITIL process or which
ITIL department has responsibilities that include distributing information to
users?
A. Change Management
B. Customer Relationship Management
C. Incident Management
D. Service Desk
<ANSWER>Service
Desk</ANSWER>
170
Which statement best describes
the role of the Service Desk?
A. The primary task of the Service Desk is to investigate problems
B. The Service Desk functions as the first contact for the customer
C. The Service Desk ensures that the telephone is always manned
D. The Service Desk ensures that the agreed IT service is available
<ANSWER>The
Service Desk functions as the first contact for the customer</ANSWER>
171
Which activity in the Problem
Management process is responsible for generating Requests for Change (RFCs)?
A. Problem Analysis
B. Error Control
C. Proactive Problem Management
D. Monitoring
<ANSWER>Error
Control</ANSWER>
172
What does Mean Time To Repair
(MTTR) mean?
A. Average downtime of a service
B. Average uptime of a service
C. Average time of the breakdownfree period within a measured period
D. Average time between two consecutive incidents
<ANSWER>Average
downtime of a service</ANSWER>
173
Where are the statuses of
changes recorded?
A. in the Known Error database
B. in the Definitive Software Library (DSL)
C. in the Change database
D. in the Configuration Management Database (CMDB)
<ANSWER>in the
Configuration Management Database (CMDB)</ANSWER>
174
What is a request to replace
something within the IT infrastructure called?
A. Replacement Request
B. Request for Change
C. Service Request
D. Request for Release
<ANSWER>Request
for Change</ANSWER>
175
Which subject should be one of
the standard items on the agenda of a meeting of the Change Advisory Board
(CAB)?
A. Reports from Service Level Management
B. Ongoing or concluded Changes
C. The registration of Changes
D. The wishes of customers to implement Changes
<ANSWER>Ongoing or
concluded Changes</ANSWER>
176
Which ITIL process is
responsible for creating the cost agreements for extra support of the Service
Desk?
A. Service Level Management
B. Incident Management
C. Availability Management
D. Financial Management for IT Services
<ANSWER>Service
Level Management</ANSWER>
177
For which of the following
activities of Configuration Management are audits regularly implemented?
A. Status monitoring
B. Planning
C. Identification
D. Verification
<ANSWER>Verification</ANSWER>
178
Release Management has
distributed a defective Release. As a result, monthly invoicing has come to a
standstill. This has very radical consequences for the business and has been
reported as an incident. According to ITIL best practices, what should happen next?
A. Change Management will start a Post Implementation Review (PIR)
B. Service Level Management will start a Service Improvement Program (SIP)
C. Problem Management will submit a Request for Change (RFC)
D. Release Management will implement the backout plan
<ANSWER>Release
Management will implement the backout plan</ANSWER>
179
According to the Deming
quality circle a number of steps must be performed repeatedly in order to
ensure good performance. Which of the following answers specifies the correct
sequence for these steps?
A. Check Plan Act – Do
B. Act Check Do – Plan
C. Do Plan Check – Act
D. Plan Do Check – Act
<ANSWER>Plan Do Check – Act</ANSWER>
180
The Deming quality circle is a
model for control based on quality. Which step in this model must be taken
first?
A. Adjustment
B. Implementation
C. Planning
D. Measurement
<ANSWER>Planning</ANSWER>
181
Information is regularly
exchanged between Problem Management and Change Management. What information is
this?
A. RFCs from the users that Problem Management passes on to Change
Management
B. RFCs from the Service Desk that Problem Management passes on to Change
Management
C. Known Errors from Problem Management, on the basis of which Change
Management can generate Requests for Change (RFCs)
D. RFCs resulting from Known Errors
<ANSWER>RFCs
resulting from Known Errors</ANSWER>
182
Which status is a problem
assigned once its cause has been identified?
A. Incident
B. Known Error
C. Request for Change (RFC)
D. Workaround
<ANSWER>Known
Error</ANSWER>
183
What is the term used for a
situation derived from a series of incidents with the same characteristics?
A. Service Call
B. Problem
C. Change Request
D. Known Error
<ANSWER>Problem</ANSWER>
184
What is the first step when
registering an incident?
A. Perform matching
B. Assign an incident number
C. Determine the priority
D. Record the incident data
<ANSWER>Assign an
incident number</ANSWER>
185
Changes are divided into
categories. What criterion defines a category for a change?
A. The consequences of the change such as limited, substantial,
significant, etc
B. The sequence in which the change is made
C. The speed with which the change is made
D. The Request for Change number that the change is assigned
<ANSWER>The
consequences of the change such as limited, substantial, significant, etc</ANSWER>
186
Which data, for a new
Configuration item (CI), is recorded in the Configuration Management Database
(CMDB)?
A. The Request for Change number for the Configuration Item
B. Repairs to the Configuration Item
C. The impact of the Configuration Item
D. The relationship to other Configuration Items
<ANSWER>The
relationship to other Configuration Items</ANSWER>
187
When is a Known Error
identified?
A. When the incident has been sent to Problem Management
B. When the problem is known
C. When the problem has been resolved
D. When the cause of the problem is known
<ANSWER>When the
cause of the problem is known</ANSWER>
188
User reports a PC problem to
the Service Desk. A Service Desk representative determines that the PC is
defective and indicates that according to the services catalogue, the PC will
be replaced within three hours. Which ITIL process is responsible for having
this user’s PC replaced within three hours?
A. Availability Management
B. Change Management
C. Service Level Management
D. Configuration Management
<ANSWER>Change
Management</ANSWER>
189
Which ITIL process is
responsible for analyzing risks and counter measures?
A. Capacity Management
B. Service Desk
C. Problem Management
D. IT Service Continuity Management
<ANSWER>IT Service
Continuity Management</ANSWER>
190
Which aspects are described in
a Service Level Agreement (SLA)?
A. The costs and expected revenue of the services offered
B. The technological developments that can affect the services offered
C. The quality, expressed in quantity and costs, of the services offered
D. The company strategy
<ANSWER>The
quality, expressed in quantity and costs, of the services offered</ANSWER>
191
In the Service Level
Management Process, what happens during the activity called “monitoring”?
A. Guarding agreements with the customer
B. Acquiring customers
C. Identifying the needs of customers
D. Guarding negotiations with the customer
<ANSWER>Guarding
agreements with the customer</ANSWER>
192
Consider the following
statements 1: An SLA is a contract drawn up by the IT department which states
what the customer may and may not do with his computer, 2: A Service Catalogue
describes concisely and specifically the IT services that the IT department can
offer a customer. Which of these statements is correct?
A. Both
B. Neither
C. Only the first
D. Only the second
<ANSWER>Only the
second</ANSWER>
193
Consider the following
statements 1: A change in the IT infrastructure is always the result of a
change of a Service Level, 2: A Service Level Agreement (SLA) exhibits many
similarities to a procedure for drawing up a Request for Change (RFC). Are
these statements correct?
A. Both
B. Neither
C. Only the first
D. Only the second
<ANSWER>Neither</ANSWER>
194
The performance of the network
in a large computer centre is monitored 24 hours a day. This produces data for
which processes?
A. Change Management, Financial Management and Service Level Management
B. Financial Management, Service Desk and Problem Management
C. Availability Management, Capacity Management and Change Management
D. Availability Management, Capacity Management and Problem Management
<ANSWER>Availability
Management, Capacity Management and Problem Management</ANSWER>
195
When can the building, testing
and implementation of a change begin?
A. If it is urgent, as soon as the Request for Change has been classified
B. As soon as there is a backout plan for the change
C. As soon as the impact analysis has been discussed by the members of the
Change Advisory Board
D. As soon as the Request for Change has been formally authorized
<ANSWER>As soon as
the Request for Change has been formally authorized</ANSWER>
196
Which of the concepts below
belongs to IT Service Continuity Management?
A. Maintainability
B. Resilience
C. Vulnerability
D. Serviceability
<ANSWER>Vulnerability</ANSWER>
197
A major change to an existing
service is to be designed and built and the issue of what Configuration
Management is responsible for has been raised. For which of the following
activities does Configuration Management NOT have a responsibility?
A. Controlling the completeness and correctness of all data about the
software modules
B. Naming and recording data about software modules
C. Quality assurance of the software modules
D. Registering and monitoring the status of the software modules
<ANSWER>Quality
assurance of the software modules</ANSWER>
198
When must a Post
Implementation Review take place?
A. In case of emergency changes
B. If another incident of the same type occurs again after a Change has
been made
C. After every Change
D. At the request of the person who submitted the Change request
<ANSWER>After
every Change</ANSWER>
199
Which activity is not the
responsibility of IT Service Continuity Management?
A. Executing impact analyses of incidents related to the backout
facilities
B. Testing backout arrangements
C. Drawing up backout scenarios
D. Analyzing risks
<ANSWER>Executing
impact analyses of incidents related to the backout facilities</ANSWER>
200
When is a backout plan
invoked?
A. When it is found that something went wrong when implementing a Change
B. When it is found that something went wrong when testing a Change
C. When it is found that something went wrong when building a Change
D. When it is found that something went wrong when scheduling resources
<ANSWER>When it is
found that something went wrong when implementing a Change</ANSWER>
201
The management of ABC Inc. has
insisted that each request for a new workstation installation be handled with
optimum efficiency and effectiveness. Which ITIL process is designed to achieve
this desired outcome?
A. Change Management
B. Customer Liaison
C. Problem Management
D. Service Level Management
<ANSWER>Change
Management</ANSWER>
202
Which of the examples below is
NOT an example of a configuration item?
A. A user manual
B. A company’s organization chart
C. A systems update procedure
D. A unique identification code
<ANSWER>A unique
identification code</ANSWER>
203
Which ITIL process provides
change proposals in order to eliminate structural errors?
A. Availability Management
B. Problem Management
C. Security Management
D. IT Service Continuity Management
<ANSWER>Problem
Management</ANSWER>
204
Nitin calls the Service Desk
and reports that the system is slow. He asks whether he can be given another PC
like his colleague’s, which is much faster. Which term is applicable to this
situation?
A. Problem
B. Incident
C. Request for Change
D. Classification
<ANSWER>Request
for Change</ANSWER>
205
The cash registers in a
supermarket experience network disruptions daily between 4 p.m. and 6 p.m.
Which ITIL process is responsible for solving these difficulties on a
structural basis?
A. Availability Management
B. Capacity Management
C. Incident Management
D. Problem Management
<ANSWER>Problem
Management</ANSWER>
206
Which of the following
describes the basic concept of Integrity in the Security Management process?
A. The capacity to verify the correctness of the data
B. The correctness of the data
C. Protection of the data against unauthorized access and use
D. Access to the data at any moment
<ANSWER>Protection
of the data against unauthorized access and use</ANSWER>
207
What is meant by the ‘Urgency’
of an incident?
A. The degree to which the incident gives rise to a deviation from the
normal service level
B. The time needed by IT Services to resolve the incident
C. The relative importance of the incidents when handling them
D. The degree to which the solution of an incident tolerates delay
<ANSWER>The degree
to which the solution of an incident tolerates delay</ANSWER>
208
What is the key activity of
processes defined in Service Strategy
A. How robust business cases will be created to secure strategic
investment in service assets and service management capabilities
B. What services are running
C. How to measure and develop SLA’s
D. None of the above
<ANSWER>How robust
business cases will be created to secure strategic investment in service assets
and service management capabilities</ANSWER>
209
Which of the following is a
benefit of using ITIL?
A. That the users can influence the IT organization providing the IT
services
B. That the quality and the costs of the IT services can be controlled
more efficiently
C. That the organization around the IT services can be set up faster
D. That it is finally possible to charge for IT services
<ANSWER>That the
quality and the costs of the IT services can be controlled more efficiently</ANSWER>
210
An organization plans on
implementing a new network operating system. Before the actual implementation
takes place, the plan of approach for achieving the implementation is
discussed. Under whose leadership is this discussion held?
A. The Service Level Manager
B. The Network Manager
C. The Change Manager
D. The Service Manager
<ANSWER>The Change
Manager</ANSWER>
211
The activity that aims to
identify the potential damage or loss to an organization resulting from
disruption to critical business processes is:
A. Business Impact Analysis
B. Component Failure Impact Analysis
C. Root Cause Analysis
D. Service Outage Analysis
<ANSWER>Business
Impact Analysis</ANSWER>
212
The data in the Configuration
Management Database (CMDB) can only be modified after permission is granted to
modify the infrastructure. Which process grants such permission?
A. Incident Management
B. Service Level Management
C. Change Management
D. Configuration Management
<ANSWER>Change
Management</ANSWER>
213
Your Network Department has
made an agreement with an external organization in order to fulfill an
agreement with its internal customer. Where would the agreement with the
external organization be specified?
A. Service Level Requirement (SLR)
B. Underpinning Contract (UC)
C. Operational Level Agreement (OLA)
D. Service Level Agreement (SLA)
<ANSWER>Underpinning
Contract (UC)</ANSWER>
214
What is the difference between
Asset Management and Configuration Management?
A. Asset Management deals with the financial aspects of Configuration
Items
B. Configuration Management goes much further than Asset Management,
because it also specifies the relations between the assets
C. Asset Management only deals with what you own; Configuration Management
deals with everything in your infrastructure
D. Asset Management is a superset of Configuration Management, as it
includes nonit assets such as chairs and tables
<ANSWER>Configuration
Management goes much further than Asset Management, because it also specifies
the relations between the assets</ANSWER>
215
The Service Level Manager
requires confirmation that the internal Service Desk can answer Customer calls
within 10 seconds. In which document might the Service Desk’s agreement to this
requirement be recorded?
A. Internal Specification Sheet
B. Operational Level Agreement
C. Service Level Agreement
D. An underpinning third party contract
<ANSWER>Operational
Level Agreement</ANSWER>
216
The sequence of dealing with
problems must be based on…
A. The category to which the problem belongs
B. The impact of the problem
C. The priority of the problem
D. The urgency of the problem
<ANSWER>The
priority of the problem</ANSWER>
217
Release management staff do
not carry out ;
A. The planning of rollouts of hardware and software
B. The distribution of software applications to remote locations
C. The testing of software to eradicate errors
D. The release and implementation of software into the live environment
<ANSWER>The
testing of software to eradicate errors</ANSWER>
218
Which of the following
statements about the Service Catalogue is correct?
A. It is necessary in order to draw up an SLA
B. It describes only those services that are also included in the Service
Level Agreement (SLA)
C. It can be used instead of an SLA
D. It describes all services that can be supplied by the IT management
organization
<ANSWER>It
describes all services that can be supplied by the IT management organization</ANSWER>
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