simulacro ititl 2

8/9/2019 simulacro ititl 2

1/18

1

Which of the following is a Service Desk activity?

A. to function as the first point of customer contact

B. to investigate the cause of disruptions for the customer

C. to trace the cause of incidents

B is wrong: That is done by Problem Management

C is wrong: ITIL only defines the (root) cause of Problems

2

What is the role of ITIL within IT Service Management?

A. to provide an approach based on the best examples taken from practice

B. to serve as the international standard for IT Service Management

C. to serve as the standard model for IT service provision

D. to serve as a theoretical framework for process design

B is wrong: ITIL is (not yet) an international standard. The OCG has applied for

that status, but that will take many more years to establish

C is wrong: ITIL is not a standard model. It gives many degrees of freedom,

because it provides alternatives. To implement one has to make choices.

D is wrong: ITIL is surely not theoretical. The books are based on real world

experiences.

3

The network managers have excessive workloads and have no time to

proactively manage the network. One of the contributing factors to these large

workloads is the frequency that users contact these managers directly.

Which ITIL process would improve this situation?

A. Change Management

B. Configuration Management

C. Incident Management

D. Problem Management

One of the big advantages of Incident Management is that specialists (2ndline

support) can work more efficient because hallway high jacking is reduced /

prevented.


2/18

4

Which task is a Problem Management responsibility?

A. to co-ordinate all modifications to the IT infrastructure

B. to record incidents for later study

C. to approve all modifications made to the Known Error database

D. to identify user needs and modify the IT infrastructure based on such needs

A is wrong: That is a Change Management responsibility

B is wrong: That is done by Incident Management

D is wrong: The User (read: Customer) needs are identified by Service Level

Management. And SLM will initiate plans to modify the IT Infrastructure.

5

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?



C. Incident Management

D. Service Level Management

This is an exercise in responsibilities. Although Configuration Management

is responsible to actually make the modifications to the CMDB, it is the

responsibility of Change Management to grant permission to do so.

6

Which concept is part of Change Management?

A. Post Implementation Review

B. Emergency Release

C. Service Request

D. Work-around

The PIR is a very important activity in Change Management.

B is wrong: Emergency Releases are a concept of Release Management

and are dealt with within Change Management by means of an Emergency

Change.

C is wrong: SR are handled by the Service DeskD is wrong: Work-around is used by Incident and Problem Management before

A Change can be formulated.


3/18

7

A new-networked computer is installed to replace an existing PC. The old PC is

installed as a print server for the local area network.

Which process is responsible for registering this modification in the

Configuration Management Database (CMDB)?



C. Problem Management

D. Release Management

The only process that is allowed to register modifications in the CMDB is

Configuration Management. Registering = physically change the CMDB.

8

Because of its increased dependency on information systems, a national realty

firm decides that there must be assurances for the provision of IT services

following an interruption to the service.

Which process should be implemented to provide this assurance?

A. Availability Management

B. IT Service Continuity Management

C. Service Level Management

D. Service Management

An interruption to the service and assurance for the provision are pointing to

continuity issues within ITIL.

A is wrong: Availability is the process that tries to prevent interruption of the

service for specific areas. Continuity is broader, any interruption is dealt with and

therefore is more an assurance then Availability Management.

C is wrong: SLM is the process that arranges everything but itself does not

provides this assurance.

D is wrong: Technically D is also a correct answer. But one has to choose B

here because Service Management is a too broad definition in this context.


4/18

9

Data provided for the financial administration of XYZ must only be accessible to

authorized users. Security Management takes steps to ensure this.

By taking these steps, which aspect of data can be ensured?

A. Availability

B. Integrity

C. Stability

D. Confidentiality

According to ITIL, Confidentiality is the protection of information against

unauthorized access.

10

A computer operator notices the full storage capacity of her/his disk will soon be

used.

To which ITIL process must this situation be reported?


B. Capacity Management

C. Change Management

D. Incident Management

The question is: reported that is not the same as which process will solve the

problem. Events that are causing or could cause a reduced quality of the service

are reported to Incident Management.

11

Which activity is a Release Management responsibility?

A. to check whether there is any illegal software on computers within the

organization

B. to store the original versions of all authorized software within the

organization

C. to register where each software version is available

A is wrong: RM only defines what illegal software is, Configuration Management

can report where what software is installed.

C is wrong: Configuration Management registers where each version is used.


5/18

12

For which purpose does Service Level Management use data from the Service

Desk's incident registration?

A. to draw up Service Level Agreements (SLAs)

B. to report on the number and nature of incidents that occurred during a

specific period

C. to determine the availability of an IT service using the number of resolved

incidents

D. to analyze, together with other data, in order to determine if the agreed

service level is being provided

A is wrong: The SLAs have to be drawn up first before Incidents can be linked.

B is wrong: That is an Incident Management responsibility. SLM only reports

about incidents related to SLA

C is wrong: That is a responsibility of Availability Management, one can not

calculate the availability using the number of resolved incidents.

13

The Service Desk has handled 2317 calls this month.

What would these calls include?

A. modifications to Service Level Agreements (SLAs)

B. notices regarding modified Configuration Items (CIs)

C. requests to the IT organization for user support

A is wrong: The modification to a SLA is not initiated through a call to the SD.

B is wrong: Notices regarding modified Cis, are part of the standard operationsand thereby not an incident handled by the SD

14

A steel company is merging with a competitor. The IT departments, along with

the IT infrastructures of both companies will be combined.

Which process is responsible for determining the required disk and memory

space required for applications running in the combined IT infrastructure?

A. Application Management


C. Computer Operations ManagementD. Release Management

One of the activities of Capacity management is Demand Management. This is

gathering and managing the current and future requirements for capacity.


6/18

15

Which concept is notpart of Financial Management for IT Services?

A. Budgeting

B. Charging

C. Procuring

D. Pricing

Financial Management consists of Accounting, Budgeting, Costing [ABC]

Two elements of Costing are Pricing and Charging. In ITIL Financial

Management is focused on the IT Services and does not cover the Procuring

part of Asset Management

16

Service Level Requirements are used in the Service Level Management

process.

What do these Service Level Requirements represent?

A. the customer s expectations and needs regarding the service

B. what the IT organization expects of the customer

C. the conditions required for the Service Level Agreement (SLA)

D. a paragraph of the SLA with additional specifications required to execute the

SLA

B is wrong: This could be considered a trick answer If it was the other way

around what the customer expects of the IT Department it could be the right

one. But consider that the requirements are not what can be expected. Theexpectations should be depending on what is agreed upon, and that are not

necessary exactly the requirements.

C is wrong: The terms and conditions should be part of the SLA, but do not

represent the requirements. Another way of reading conditions would be the

agreed upon service level and measure method. And that is not representing the

requirements. These conditions are agreed upon after a negotiation process

using the Customer requirements and the IT capabilities.

D is wrong: The Service Level Requirements are the main input for the

negotiations about the levels of Service and conditions of providing these. So,

they dont represent a paragraph with additional specification, but are the real

thing.


7/18

17

Which of the following is one of the responsibilities of Availability Management?

A. to enter into contracts with suppliers

B. to monitor the availability of a charge through system

C. to verify the reliability and the service level of the Configuration Items (CIs)

purchased from and maintained by third parties

D. to plan and manage the reliability and availability of IT Service

A is wrong: Contract with suppliers are dealt with by SLM or Vendor

Management.

B is wrong: the availability of a charge is not something that makes sense in

the ITIL context.

D is wrong: Availability Management does not MANAGE the reliability. That

would be the process of structural improving the IT Infrastructure. This is one of

the responsibilities of Problem Management.

Part of Availability management is to do Risk assessments of all CIs and

Services. Part of that assessment is to verify third parties CIs.

18

A user complains to the Service Desk that an error continually occurs when

using a specific application. This causes the connection with the network to be

broken.

Which ITIL process is responsible for tracing the cause?


B. Incident ManagementC. Problem Management


Problem Management is responsible for tracing (=analysing) the (root) cause of

Problems.

A is wrong: This is not the most right answer. If it was the only one in the list

that would make sense, one could make a case for choosing this one. The

Availability is obvious impacted and therefore AM could initiate actions to

improve the Availability and therefore commission PM.

B is wrong: Incident Management will try to solve the symptoms but not trace the(root) cause.

D is wrong: No relevance with the question


8/18

19

A serious incident has occurred. The assigned solution team is unable to resolve

this incident within the agreed time. The Incident Manager is called in.

Which form of escalation describes the above sequence of events?

A. formal escalation

B. functional escalation

C. hierarchical escalation

D. operational escalation

ITIL identifies two escalation forms: Hierarchical (to Incident Manager) and

Functional (to 2ndand 3rdline support)

20

Which of the following best describes a Problem?

A. one or more Known Errors

B. a known cause of one or more disruptions

C. the unknown cause of one or more incidents

D. a Known Error with one or more incidents

A is wrong: That is the description of a Knowledge Base

B is wrong: That is the description of a Known Error

D is wrong: That is the description of a Known Error

Tip: Sometimes the exam will call disruptions a problem and the ITIL term a

Problem (note the lowercase versus the uppercase) Same with Error The

ITIL Known Error and error an error situation.BUT: please dont assume this is consistent

21

Which concept is part of IT Service Continuity Management?

A. Application Sizing

B. Vulnerability

C. Maintainability

D. Resilience

A is wrong: Is part of Capacity Management

C is wrong: Is part of Availability ManagementD is wrong: is part of Availability Management

B is right: IT Service Continuity Management defines Vulnerability as the

likelihood that a Threat will happen to an Asset.


9/18

22

How does IT Service Management contribute to the quality of IT service

provision?

A. by recording agreements between internal and external customers and

suppliers in formal documents

B. by defining generally accepted norms for service levels

C. by promoting a customer focus among all the employees of the IT

organization

D. by planning, implementing and managing a coherent set of processes for

providing IT services

A is wrong: This is just a small part of SLM which is just a part of ITSM.

B is wrong: This is just a small part of SLM which is just a part of ITSM.

C is wrong: Although mentioned in ITIL as one of the main Critical Success

factors in implementing successful ITSM, it is just a part of what is needed to

contribute to the quality of IT service provision.

23

Performance Management and Resource Management are parts of which

process?



C. IT Service Continuity Management


ITIL Capacity Management defines Performance Management (making sure

that the available resources are performing optimal) and Resource Management(Knowing what resources are available and what the future technological

developments are)


10/18

24

An organization has set up an Incident Management Process. In doing so,

several groups were created to resolve specific incidents. These groups include:

PC Solution Team;

Network Solution Team;

Service Desk;

Specialists Group to support the other teams.

Within an IT organization, support groups are generally categorized by levels.

Select the answer that correctly categorizes the support groups mentioned

above.

A. 0-line Service Desk

first-line both Solution Teams

second-line Specialists

B. first-line Service Desk

second-line PC Solution Team

third-line Network Solution Team

fourth-line Specialists

C. first-line Service Desk

second-line both Solutions Teams

third-line Specialists

A is wrong: ITIL does not recognizes a 0-line support. If there would be one it

probably would be defines as the Self Service option.

B is wrong: Why should there be a difference between the PC and the NetworkSolution teams?


11/18

25

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?


B. Customer Liaison



This a bit of a trick question! People sometimes consider Change Management

to be a process that reduces the efficiency and effectiveness of simple changes

like IMAC. BUT: A good Change Management process would still provide

benefits by controlling the Changes, how small they might be. Consider: not all

Changes will go through the CAB steps. There could be pre-authorized Changes

defined (impact very low and known, all implications identified) and typically the

Change Manager (or the Change Coordinator) would very efficient and effective

deal with those Changes.

26

Which of the following is a Configuration Item (CI)?

A. a call

B. documentation

C. an incident

D. a process

A is wrong: Although a call could be registered in the CMDB (to be able to linkcalls to CIs) a call itself is not considered a CI)

C is wrong: Although an Incident could be registered in the CMDB (to be able to

link Incidents to CIs) an Incident itself is not considered a CI)

D is wrong: A description of a Process could be defined as a CI, but not the

process itself.


12/18

27

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 Known Errors available to the Service Desk.

A is wrong: PM only resolves Problems. A Problem could be initiated by a

serious Incident.

B is wrong: Not all Incidents necessary have to be studied.

C is wrong: The SD should be the Single Point Of Contact [SPOC], therefore the

SD would communicate the resolution to the user.

PM provides the SD with all Known Errors. That enables the SD to restore the

services faster.

28

Which of the following is a Configuration Baseline?

A. the standard configuration for the Configuration Management Database

(CMDB)

B. a description of a standardized Configuration Item (CI)

C. a set of CIs that is delivered once

D. a recorded snapshot of a product or service, to provide a basis for a

configuration audit and regression

A is wrong: There is not such a thing as a standard configuration for a CMDB,the configuration depends very much on the structure and level of detail that is

required for each individual organization.

B is wrong: This description is to narrow.

C is wrong: Not relevant. NOTE: Please note that it doesnt say delivered at

once. If that would be the case, the answer makes a lot of sense and could

be considered correct. A Configuration Baseline would be a set on CIs that

are delivered at once, because we know for sure it is a coherent and working

configuration. So, in case of an continuity situation, it would make sense to

deliver this set of CIs at once.


13/18

29

Which of the following is the role of the Definitive Software Library (DSL) in the

Release Management process?

A. a physical storage area for the original versions of all authorized software in

use

B. a reference manual that includes all software documentation

C. a registration tool for all software items

D. a type of Configuration Management Database (CMDB) for software

B is wrong: The DSL is not only about documentation.

C is wrong: The DSL is not so much about registration, more about storing

D is wrong: A CMDB is an administration, de DSL is the physical storage.

30

Your Network Department has made an agreement with an external

organization in order to fulfil an agreement with its internal customer.

Where would the agreement with the external organization be specified?

A. Operational Level Agreement (OLA)

B. Service Level Agreement (SLA)

C. Service Level Requirement (SLR)

D. Underpinning Contract (UC)

In ITIL we have three types of contracts:

Customer SLA- IT Organisation

IT Organization OLA- Other internal (IT or non-IT) Organisation

IT Organization UC- external organization


14/18

31

How does Availability Management work with Security Management?

A. by making agreements on the availability of the Security Database

B. by making agreements on the security of the Availability Database

C. by establishing the security boundaries based on the availability

requirements

D. by implementing the measures specified by Security Management for

securing the data

A is wrong: Not relevant

B is wrong: Not relevant

C is wrong: AM does not establish security boundaries

In ITIL Security Management defines for information: Confidentiality, Integrity,

Availability [CIA]. That impies that Security Management is leading for

Availability Management and not the other way around.

32

Which question is being answered when an organization specifies its vision and

business objectives?

A. How do we get where we want to be?

B. How do we know we have arrived?

C. Where do we want to be?

D. Where are we now?

A is wrong: That would be the Business Transformation or Transition Plan,

Services Quality Improvement or Implementation Plan.B is wrong: That would be a plan to define criteria and measurements.

D is wrong: That would be a Business Assessment.

33

Which task is the responsibility of Configuration Management?

A. convening the Configuration Advisory Board

B. physically managing software items

C. installing equipment at the workplace

D. recording the relations between Configuration Items (CIs)

A is wrong: There is not such a thing as a Configuration Advisory Board.B is wrong: That is a responsibility of RM using the DSL.

C is wrong: It is a responsibility of RM to manage these actions.


15/18

34

After the requisite search, the common cause of a series of incidents is found.

This results in a Known Error.

In the sequence of things, what should happen after the Known Error has been

declared?

A. All incidents must be resolved as quickly as possible.

B. The error must be resolved using a change.

C. The error must be included in the Configuration Management Database

(CMDB).

D. The problem must be identified.

A is wrong: Although this is a very true statement, it is not next in the sequence

of things. One might argue that after A Known Error is defined, possibly we

know some workarounds or fixes for outstanding Incidents. And of course those

have to be resolved ASAP. But it is not the most correct answer.

C is wrong. One might argue that as soon as a Known Error is identified it

should be registered in the CMDB, together with workarounds or fixes, because

that way Incidents might be resolved more quickly. But it is not the most correct

answer.

D is wrong: That step is already done. After a Problem is identified we start

looking for the root cause. When the root cause is found, the Problem

becomes a Known Error

After a Known Error is identified, PM starts the Error Control activity, which will

take away (resolve the error) by initiating a change.

35

What is the primary task of Error Control?

A. to figure out the details for work-arounds

B. to resolve Known Errors through the Change Managementprocess

C. to recognize and register Known Errors

D. to register and manage Known Errors

A is wrong: This is one of the tasks of Error Control, but not the primary one.

C is wrong: This is one of the tasks of Error Control, but not the primary one.

D is wrong: This is one of the tasks of Error Control, but not the primary one.


16/18

36

Which ITIL process is associated with a Post Implementation Review?

A. Application Management

B. Incident Management



This is somewhat a trick question. If it was an open question, the answer would

be Change Management. But, because that one is not in the list we will have to

find the next best answer.

A is wrong: In ITIL Foundations Application Management is not defined as one

of the ITIL processes.

B is wrong: It is not one of the key responsibilities of IM, to be involved with

improving the Infrastructure by implementing Changes.

D is wrong: Although they will most likely be involved with a PIR, to evaluate the

efficiency of the Change they are not really involved with the details of what we

wanted to achieve with the change

Problem Management is responsible for detailed knowledge about the

infrastructure and submits Requests for Change [RfC] to eliminate errors and

improve the quality of the infrastructure. Although Change Management will

initiate the PIR and will evaluate the efficiency of the change, PM will evaluate

the Change on its effectiveness.

37

When processing a Request for Change (RFC), the Change Manager initiates a

number of activities.

Which action is required if this involves a complex change?

A. The Change Manager reports the change to Problem Management.

B. The Change Manager reports the change to Incident Management.

C. The Change Manager presents the change to the Change Advisory Board.

D. The Change Manager presents the change to the IT Manager.

A is wrong: The Change Manger will probably involve the PM with the complex

Change, by inviting him to the CAB but not by reporting it.

B is wrong: Although correct in itself, because Incident Management (ServiceDesk) should be informed of approved and planned Changes through the

Forward Schedule of Changes [FSC], it is not the most answer in this context.

D is wrong: ITIL mentions that Changes of the 3rdcategory (major impact on

the service; overrunning of the budget or deviation from policy) have to be

authorized by IT Management.


17/18

38

What is the difference between Asset Management and Configuration

Management?

A. Asset Management only deals with what you own; Configuration

Management deals with everything in your infrastructure.

B. Asset Management is a superset of Configuration Management, as it

includes non-IT assets such as chairs and tables.

C. Asset Management deals with the financial aspects of Configuration Items;

Configuration Management only deals with the technical details of the

infrastructure.

D. Configuration Management goes much further than Asset Management,

because it also specifies the relations between the assets.

A is wrong: Although this is a true statement, it doesnt touch the essential

difference.

B is wrong: Correct only in a small context. Both systems have completely

different goals, so it is not really a superset.

C is wrong: Again, has a lot of truth in it. But does not touch the essential

difference.

The main difference that ITIL defines between AM and CM is the fact that CM

also defines relationships between assets. In order to determine the impact of

Changes and information about the configuration aspects of the Infrastructure

we need that information.

39

Which ITIL process uses Mean Time Between Failures (MTBF)?



C. IT Service Continuity Management


B is wrong: Not relevant

C is wrong: Continuity Management deals with disasters only. Failures are

relative short disturbances in the service or the quality of the service.

D is wrong: Although SLM defines levels of Service, which amongst others can

be levels of availability. In the SLA there is no mention of MTBF as such.


18/18

40

A company sets up an Intranet for its graphic design workstations. The

bandwidth must be increased because of the high volume of illustrations sent

over the network.

Which ITIL process is responsible for approving the implementation of increased

bandwidth?

A. Capacity Management

B. Change Management

C. Availability Management

D. Problem Management

A is wrong: Although Capacity Management arranges for increased bandwidth,

it is not the process that is responsible for approving the implementation of that

change.

C is wrong: Not relevant

D is wrong: Not relevant

simulacro ititl 2

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