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40 Cards in this Set

  • Front
  • Back
Which of the following statements is incorrect?
A. Problem Management may be involved when a major incident occurs.
B. The Service Desk monitors problems throughout their lifecycles.
C. Problem Management is responsible for managing the resolution of problems.
D. Problem Management is responsible for Error Control
B. The Service Desk monitors problems throughout their lifecycles.
For which of the following activities is the Service Desk NOT responsible?
A. Impact analysis
B. Root cause identification
C. Categorization and prioritization
D. Escalation
B. Root cause identification
Which of these is not part of Capacity Management?
A. Tuning
B. Demand Management
C. Application sizing
D. Maintainability
D. Maintainability
Following the release of a software upgrade to fix a known error, which area is responsible for ensuring that the CMDB is updated correctly?
A. Change Management
B. Problem Management
C. Configuration Management
D. Release Management
C. Configuration Management
Consider the following situations:
1. An incident exceeds the downtime stipulated within a SLA.
2. The business impact of an incident changes due to unforeseen circumstances.
3. The number of users impacted by an incident is greater than first thought.
4. A senior manager in the customer’s organization 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?
A. All four
B. 2, 3 & 4
C. 1, 2 & 3
D. 1, 3 & 4
A. All four
A customer has requested a review of charges for services provided under an SLA. Within the SLA there is provision for this. Who will review this with the customer?
A. The IT Finance Manager
B. The Configuration Manager
C. The Service Level Manager
D. The Change Manager
C. The Service Level Manager
Which of the following is the last stage of the Problem Management process?
A. The referral of any associated RFCs to Change Management
B. Log the problem
C. Problem record closure
D. A review of the problem and its impact
C. Problem record closure
Which of the following justifications could be considered a valid reason for a business not having any continuity plans for a specific IT service?
A. The IT department does not have the skills for developing continuity plans.
B. The IT department has made a decision that the risk of disaster is small.
C. The business does not have time to be involved in preparing continuity plans.
D. A management decision has been made following a business impact assessment.
D. A management decision has been made following a business impact assessment
Which of the following is NOT a Problem Management responsibility?
A. Ownership of an incident throughout it's lifecycle
B. Investigation & Diagnosis
C. Raising Requests for Change
D. Maintenance of a known error database
A. Ownership of an incident throughout it's lifecycle
Change Management ensures that scheduling decisions are based on:
1. Urgency
2. Impact
3. Resource

Which of the above are correct?
A 1 & 2
B. All three
C. 1 & 3
D. 2 & 3
B. All three
Writing-off an equal amount of an asset’s value each year, usually a fixed percentage of cost, is one method of assessing:
A. Transfer costs
B. Discounted cash flow
C. Net book value
D. Depreciation
D. Depreciation
When establishing a new SLA, or amending an existing one, which of the following should the Service Level Manager take into account:
1. That the new, or revised, SLA can meet the targets agreed with the customer.
2. That the conditions in other, or existing SLAs, can continue to be met.
3. That any possible impact of changes to the SLA can be identified.

Of the above, which are true?
A. 1 & 2
B. 2 & 3
C. 1, 2 & 3
D. 1 & 3
C. 1, 2 & 3
There is a network incident that affects 200 users. At the same time the Managing Director’s printer has broken and he wants to print a report now. Which of the following statements can be deduced from this information?
A. There is insufficient information to determine which incident has the higher priority.
B. The Managing Director’s printer must be fixed because of the higher business impact.
C. Both incidents have an equally high priority.
D. The network incident has a higher priority then the Managing Director’s printer because it affects a lot more people.
A. There is insufficient information to determine which incident has the higher priority.
Which of the following is NOT a concern of Resource Capacity Management?
A. Differential charging for exceptional workloads.
B. Understanding the style of a new application in order to assess its potential impact on the infrastructure.
C. Service Resilience.
D. Utilization of alternative technologies.
A. Differential charging for exceptional workloads.
Under an ITIL Change Management process, once a change has been built, who should undertake testing?
A. The Change Builder
B. The Change Manager
C. The Change Advisory Board
D. An independent tester
D. An independent tester
Consider this list:
1. Analytical
2. Simulation
3. Demand
4. Resource

Which of those listed above are techniques of IT Modeling?
A. 3 & 4
B. 1 & 2
C. 2 & 3
D. 1 & 4
B. 1 & 2


1. Analytical
2. Simulation
A known error occurs when:
A. An error has occurred several times and has been passed on to Problem Management.
B. An error occurs that has not been diagnosed and for which circumvention does not yet exist.
C. A problem has been diagnosed and a resolution or circumvention exists
D. The resolution of a problem has been implemented.
C. A problem has been diagnosed and a resolution or circumvention exists
Which of the following is NOT true?
A. Maintaining the agreed level of confidentiality is a concern of Availability Management.
B. Availability Management should contribute to the design and development of new software products.
C. Availability Management negotiates availability levels with customers to ensure that their requirements are met.
D. Availability Management is concerned with the performance of hardware CIs.
C. Availability Management negotiates availability levels with customers to ensure that their requirements are met.
The term ‘variant’ is best used to describe:
A. Unauthorized or illegal versions of software.
B. An incident that has the same impact as an existing known error but a different root cause.
C. A CI based on another, but with minor amendments applied.
D. The difference between forecast and actual resource usage.
C. A CI based on another, but with minor amendments applied.
Consider the following information:
1. Type identity
2. Unique identifier
3. Version number
4. Copy number
Which of the above details should be recorded for every CI recorded within the CMDB?

A. 1 & 2
B. 1, 3 & 4
C. All of them
D. 2 & 3
A. 1 & 2


1. Type identity
2. Unique identifier
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 service.
C. Testing the plans for recovery of an IT service.
D. Identifying the risks to an IT service.
B. Deciding the business criticality of an IT service.
Which of the following abbreviations most accurately represents ‘downtime’?
A. MTTR
B. CFIA
C. MTBF
D. MTBSI
A. MTTR
Which is the correct combination of terms and Service Management processes?
1. CMDB A. Availability Management
2. CFIA B. Release Management
3. DHS C. Service Level Management
4. OLA D. Configuration Management
A. 1-D, 2-C, 3-A, 4-B
B. 1-D, 2-A, 3-B, 4-C
C. 1-B, 2-A, 3-C, 4-D
D. 1-C, 2-D, 3-B, 4-A
B. 1-D, 2-A, 3-B, 4-C



1. CMDB A. Availability Management
2. CFIA B. Release Management
3. DHS C. Service Level Management
4. OLA D. Configuration
Which of the following best describes ‘reliability’?
A. The combination of confidentiality, integrity and maintainability.
B. The ability of a service to remain functional even though some components have failed.
C. The ability of a CI to remain functional under given conditions.
D. The ability of a CI to be retained in, or restored to, an operational state.
C. The ability of a CI to remain functional under given conditions.
Which of the following activities is the responsibility of Change Management?
A. Reviewing changes to ensure they have worked.
B. Creating a change to rectify a known error.
C. Determining the release strategy for a major change.
D. Implementing a software change at a remote site.
A. Reviewing changes to ensure they have worked.
Within an ITIL compliant Change Management process, who decides on the categorization of a proposed change?
A. Change Manager
B. Change Advisory Board
C. Change Requestor
D. Change Implementer
A. Change Manager
An advantage of a gradual recovery portable approach is that:
A. Restoration of telecommunications will be simple.
B. It can be established in a convenient location.
C. It is the cheapest option.
D. Access to the site will be available immediately.
A. Restoration of telecommunications will be simple.
Which of the following activities is NOT part of the release process:
A. Moving software from the DSL to the development environment.
B. Moving software from the DSL to the live environment.
C. Moving software from the development to the test environment.
D. Moving software from the live environment to the DSL.
D. Moving software from the live environment to the DSL.
Charging business users a premium rate for using resources at peak times is known as:
A. Peak resource charging
B. Differential charging
C. Notional charging
D. Surcharging
B. Differential charging
Which of the following statements best describes the Definitive Software Library?
A. A secure software library containing all versions of software CI’s in their definitive, quality controlled, form.
B. A logical library, held securely on computer, containing all versions of software CI’s.
C. A secure, physical library containing the latest version of every software CI in a quality controlled manner.
D. A logical library, held securely on computer, containing the latest version of every software CI.
A. A secure software library containing all versions of software CI’s in their definitive, quality controlled, form.
Which is the correct combination of concepts and Service Management processes?
1. Risks A. Capacity Management
2. Reliability B. Release Management
3. Thresholds C. Availability Management
4. Roll-outs D. IT Service Continuity Planning

A. 1-B, 2-A, 3-D, 4-C
B. 1-C, 2-A, 3-D, 4-B
C. 1-D, 2-C, 3-A, 4-B
D. 1-C, 2-D, 3-B, 4-A
C. 1-D, 2-C, 3-A, 4-B

1. Risks A. Capacity Management
2. Reliability B. Release Management
3. Thresholds C. Availability Management
4. Roll-outs D. IT Service Continuity Planning
One reason for building a Cost Model is so that:
A. Charges will reflect what the market will bear.
B. It can be related directly to its constituent units.
C. The costs of IT can be aligned to business activities.
D. It is easy for IT to calculate.
C. The costs of IT can be aligned to business activities.
Which of the following is NOT an aim of the Release Management process?
A. To assess the impact of software changes.
B. To agree to the content of software releases, through liaison with Change Management.
C. To design and implement effective procedures for the distribution of changes to software across the organization.
D. To prevent software viruses entering the organization.
A. To assess the impact of software changes.
Risk assessment is NOT a major part of which of the following processes?
A. Cost Management
B. IT Service Continuity Management
C. Change Management
D. Availability Management
A. Cost Management
Which of the following is most involved with the day-to-day maintenance of quality services?
A. Customer Services
B. Applications Development
C. Service Delivery
D. Service Support
D. Service Support
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
B. Operational Level Agreement
Which of the following is NOT part of the role of the Service Desk?
A. Providing support to the user community.
B. Resolving the root causes of incidents.
C. Acting as the day-to-day interface between IT services and users.
D. Monitoring the progress of incidents.
B. Resolving the root causes of incidents.
Which of the following would NOT normally be regarded as one of the major input cost elements of an IT service?

A. Accommodation
B. Transfer
C. Software
D. Cost Model
D. Cost Model
Items of information stored in the CMDB relating to a specific CI are known as:
A. Components
B. Features
C. Attributes
D. Characteristics
C. Attributes
How does Problem Management support the Service Desk activities?
A. It resolves serious incidents for the Service Desk.
B. It studies all Incidents resolved by the Service Desk.
C. It relieves the Service Desk by communicating the resolution directly to the user.
D. It makes information on a known error available to the Service Desk.
D. It makes information on a known error available to the Service Desk.