Itil Foundation Sample Exam

Front 1

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

Back 1

Service Desk

Front 2

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

Back 2

Whether the underlying cause is known or not.

Front 3

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

Back 3

The Change Manager is the only person who can assume ultimate responsibility for the FSC.

Front 4

Within an organization, who is authorized to establish an agreement with the IT department, concerning IT services?

Back 4

The customer of the IT department.

Front 5

Where are requirements that influence capacity recorded?

Back 5

Service Level Requirements, which form the basis for designing, developing and constructing the service to be able to safeguard the SLA

Front 6

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

Back 6

Change Management. CM ensures that the risks associated with a Change are assessed and kept to a minimum.

Front 7

The Availability Manager wants to know the trend regarding the recovery of IT components. From which process or function would he/she request the necessary information?

Back 7

Configuration Management. Data pertaining to the failure rate, duration, etc. can be retrieved from the CMDB as incidents can be linked to CI records

Front 8

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

Back 8

Impact is the degree to which the incident leads to a departure from the normal service level.

Front 9

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?

Back 9

Analyze all existing incidents

Front 10

Which one of the following is the direct responsibility of Change Management to report on a regular basis?
A. Number of requests for Change (RFCs)registered in the CMDB during the measuring period
B. Number of Changes raised by Problem Management during the measuring period
C. Number of Approved RFCs that had their implementation schedule delayed during the measuring period.
D. Incorrectly registered CIs found during the measuring period

Back 10

C. Report all exceptions to the Change schedule

Front 11

What is not usually an activity of the service desk?

Back 11

Determining the root cause of incidents

Front 12

What document is an output of one of the tactical procsses?

Back 12

Agreements on the availability percentage of an application are made in the SL Management Process (tactical)

Front 13

An end-user's PC crashes. It also crashed 3 months ago. The user reports the crash to the Service Desk. What type of record should be created for this?

Back 13

An Incident

Front 14

Which of the following is an example of a Service Request?
A. A complaint about the provision of services
B. An error report
C. A request for relocation of equipment
D. A request for documentation

Back 14

D. A request for documentation,information, advice or a new password is a Service request

Front 15

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

Back 15

Performing trend analyses and identifying potential incidents and problems

Front 16

Which process or function makes the most important and most frequest substantive contribution to keeping the CMDB up to date?

Back 16

Change Management continuously implements changes in the IT infrastructure and is responsible for directing changes in the CI registration

Front 17

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

Back 17

CMDB contains a record of the entire IT infrastructure and its interrelationships.

Front 18

What is another term for Uptime?

Back 18

Mean Time Between Failure(MTBF)

Front 19

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 the CIs are constantly kept up-to-date

Back 19

B. Documenting the fallback arrangements

Front 20

What is the definition of Confidentiality within the Security Management Process?

Back 20

Protection of the data against unauthorized access and use.

Front 21

One of the activities of Configuration Management is Control. What does this activity entail?

Back 21

Updating changes to CIs and their relationships in the CMDB

Front 22

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 the availability of IT Services
D. Measuring the availability of IT Services

Back 22

D. In addition to reporting, measuring is the most important activity in the Availability Management process.

Front 23

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

Back 23

Service Level Management

Front 24

Which attribute in The CMDB would help to ascertain which CIs are in maintenance at a particular moment in time?

Back 24

Status

Front 25

What must be individually and uniquely authorized by Change Management before any action can take place?

Back 25

Moving a networked printer to a new location is a Change, because the attribute of the location for this Printer-CI is changed.

Front 26

There have been two incidents on a server. It appears that the server is overloaded due to its multiple connections. What kind of action should Incident Management take in this instance?

Back 26

Ask Problem Management to look into the Problem right away.

Front 27

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

Back 27

Incident Management

Front 28

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

Back 28

Status-Known Error

Front 29

After a Change has been implemented, an evaluation is performed. What is this evaluation called?

Back 29

Post Implementation Review (PIR)

Front 30

Due to a defect, a user's sound card is replaced with a new one made by a different manufacturer. Which process is responsible for registering the new sound card?

Back 30

Configuration Management

Front 31

Where are the contents of software releases maintained?

Back 31

Definitive Software Library (DSL)

Front 32

What is included in a Service Level Agreement?

Back 32

Arrangements about the services to be provided

Front 33

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

Back 33

Incident Management tries to resolve the disruptions as soon as possible

Front 34

Which information does the "Financial Management of IT Services" process deliver to Service Level Management?

Back 34

How much has been spent on IT Services per client.

Front 35

What is the responisbility of the Security Manager when a new SLA is created?

Back 35

Providing guidelines for the Security section of the SLA.

Front 36

Which process is responsible for control and management of the implementation of a new software release?

Back 36

Change Management is responsible.

Front 37

Which process performs an analysis of the threats and risks to IT Services, which leads to defined countermeasures.

Back 37

IT Service Continuity Management

Front 38

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

Back 38

Demand Management is the management of capacity demands.

Front 39

Which process is responsible for developing a charging system?

Back 39

Financial Management for IT services.

Front 40

What is Service Management?

Back 40

Effectively and efficiently managing the quality of the IT services.