1.

IT Service Management using the ITIL Framework is more important than achieving the Business Objectives I !isagree with this statement I agree with this statement I nee! to check with m" Manager

#.)

The $en! user% accor!ing to the wa" ITIL !e&ines it is the person or group who uses the IT service. I !isagree with this statement I agree with this statement ITIL !oes not !e&ine the term en! user

'.)

ITIL &ocuses on peop(e) organi*ation an! techno(og" I !isagree with this statement I agree with this statement

+.)

,our manager has aske! "ou to investigate better wa"s to get to un!erstan! what the business re-uirements are &or IT. .hich o& the &o((owing processes are "ou going to use Service /esk Inci!ent Management Service Leve( Management 0vai(abi(it" Management

1.)

Once we have our ITIL processes in p(ace there is no nee! to worr" about how we !o things. The ITIL processes wi(( take care o& ever"thing. I agree with this statement I !isagree with this statement

2.)

O& the &o((owing what wou(! be the best !e&inition o& IT Service Management 1

Maintenance o& technica( in&rastructure to ensure customer e3pectations are manage! an! met or e3cee!e!. 4reation o& best practice processes that are repeatab(e an! ensure a(( sta&& have a common un!erstan!ing o& terms to be use!. 5roper use o& 5eop(e) 5rocess an! Techno(og" to ensure IT Service /e(iver" matches Business re-uirements in an e&&icient an! e&&ective manner.

6.)

List the Service Support processes an! the one Functiona( area7 Service /esk) 8e(ease) Inci!ent) 0vai(abi(it") 4on&iguration) 4hange Service /esk) 8e(ease) Inci!ent) 5rob(em) 4ontinuit") 4hange Service /esk) 8e(ease) Inci!ent) 5rob(em) 4on&iguration) 4hange 9e(p /esk) 8e(ease) Inci!ent) 5rob(em) 4on&iguration) 4hange

:.)

.hich are the Service /e(iver" processes 0vai(abi(it") Inci!ent) 4hange) 8e(ease) 4on&iguration 0vai(abi(it") 4apacit") Financia( Management &or IT Services) IT Service 4ontinuit") Service Leve( Management Financia( Management &or IT Services) 4on&iguration) 0vai(abi(it") Service Leve( Management IT Service 4ontinuit" Management) Service /esk) 4hange) Service Leve( Management) IT Service 4ontinuit" Management

;.)

The $customer% accor!ing to the wa" ITIL !e&ines it is the person or group who pa"s &or the IT service I !isagree with this statement I agree with this statement ITIL !oes not !e&ine the term customer

1<.)

=ua(it" > what are the + steps o& a 4O?TI?@O@S IM58OABMB?T -ua(it" (i&e c"c(e 5L0?) /O) 49B4C) 04T /O) M0?0DB) 5L0?) @5/0TB 49B4C) 04T) 04TIO?) 04TIAIT, 04TIO?) ST80TBD,) M0?0DB) MOTIA0TB

11.)

The ITIL processes) !e&ine! in the Service Support an! Service /e(iver" sets !onEt have an" over(ap or inter&aces to each other True Fa(se #

1#.)

4onsi!er the &o((owing i) Bnab(es the organi*ation to pre!ict the mone" re-uire! to run the IT service ii) 8e!uces the risk o& overspen!ing iii) Bnsures that actua( spen! can be compare! with pre!icte! spen! .hich is the most appropriate !escription o& these &unctions 4harging Bu!geting

0ccounting Bi((ing 1'.) ITIL is actua((" a co((ection o& materia( Fthe L stan!s &or Librar"). There ma" be !ebate over the e3act scope o& ITIL) but &or most purists these areas) comprise ITIL. .e ten! to consi!er ITIL as on(" being Service /e(iver" an! Service Support. These two are at the core o& ITIL an! what we &ocus most o& our attention on. .hat are the major parts o& the IT In&rastructure Librar" Securit" Management I4T In&rastructure Management Service Support G Service /e(iver" 0pp(ications Management G So&tware 0sset Management 5(anning to Imp(ement Service Management The Business 5erspective 0LL 1+.) .hich o& the &o((owing is not a process within the Service Support set Inci!ent Management 8e(ease Management Service /esk 4on&iguration Management

11.)

.hat is the name o& the &irst (eve( o& g(oba((" recogni*e! certi&ication &or an in!ivi!ua( in IT Service Management ITIL 5ractitioner ITIL Managers ITIL Foun!ations ITIL Best 5ractice B3pert

'

12.)

ITIL works on(" with in the &o((owing situations. Large) mu(tiHnationa( organi*ations Sma((er business that have the &(e3ibi(it" to a!opt -uick(" ?ew businesses bui(!ing IT &rom the groun! up Like an" goo! metho!o(og" ITIL is tota((" sca(ab(e. The practices an! princip(es o& the &ramework app(" e-ua((" to an" o& the other answers

16.)

.hen "ou are going to intro!uce ITIL into "our organi*ation) "ou shou(! just rush into it without an" p(anning or thought 5(anning is on(" re-uire! &or major imp(ementations This is a correct statement This is an incorrect statement The (eve( o& p(anning is not m" concern

1:.)

There are two e3amination agencies that provi!e e3ams in IT Service Management H BII? an! ISBB. True Fa(se

1;.)

The JJJJJ business &unction is the most critica( thing that a particu(ar process !e(ivers crucia( vita( main critica(

#<.)

O& the &o((owing which best suits the &o((owing phrase The JJJJJ is a strategic concept that stipu(ates the &uture !irection o& the compan" out(ine goa(s p(an vision

#1.)

.hat is the name o& the D(oba( user communit" that brings peop(e together to ta(k about IT Service Management IS040 ISO itSMF +

Microso&t ##.) The owner o& the ITIL &ramework is the O&&ice o& Dovernment 4ommerce FOD4) in Bng(an! True Fa(se #'.) .hich o& the &o((owing is not an ITIL process within the Service /e(iver" set Service Leve( Management IT Service 4ontinuit" Management 0vai(abi(it" Management Service 4apacit" Management

#+.)

.hen "ou put ITIL processes in p(ace "ou nee! to change the wa" that the organi*ation is arrange! True Fa(se

#1.)

.ou(! "ou agree that the &o((owing set o& wor!s is a &air !escription o& the e(ements that !e&ine a process Doa() Inputs) 0ctivities) Outputs) Metrics True Fa(se

#2.)

On a &i(e server) what is the name o& the average amount o& time between the recover" point o& one inci!ent unti( the ne3t inci!ent occurs MTBSI MTBF MTT8 8esponse Time

#6.)

O& the &o((owing which is most (ike(" ?OT to be an input &or the 4hange Management process Forwar! Sche!u(e o& 4hanges 8F4 4M/B in&ormation Inci!ent In&ormation 1

#:.)

.hich o& the &o((owing is ?OT a subHprocess o& the 4apacit" Management process Business 4apacit" Management Financia( 4apacit" Management 8esource 4apacit" Management Service 4apacit" Management

#;.)

.hat shou(! be the &irst point o& contact &or en! users when tr"ing to get he(p &rom the IT support peop(e Service /esk 5rocess Inci!ent Management Function Service /esk Function 5rob(em Management 5rocess

'<.)

O& the &o((owing which can be ca((e! In&rastructure 1. 0pp(ications #. So&tware '. 9ar!ware +. /ocumentation 1. 0greements ?one o& the above 0(( o& the above # an! ' 1) # an! '

'1.)

,ou are !iscussing ITIL with a &rien!. 9e te((s "ou that the 4on&iguration Management an! Service Leve( Management processes are the most important &or an" organi*ation. I agree with this statement I !isagree with this statement

'#.)

O& the &o((owing what are activities o& the Service /esk 1. To act as a sing(e point o& contact &or 4ustomers an! en! users. 2

#. To &aci(itate the restoration o& norma( operationa( service with minima( business impact on the 4ustomer within agree! service (eve(s an! business priorities. 1 # 1 an! #

''.)

Bva(uation an! au!it is part o& the securit" management process I agree with this statement I !isagree with this statement

'+.)

9ow &re-uent(" shou(! 40B an! 40BKB4 meetings be he(! /ai(" .eek(" Month(" 0s re-uire!

'1.)

.hen "ou are part o& a Service /e(iver" organi*ation "ou shou(! on(" care about making sure "our area is working we((. It isnEt "our prob(em i& another area is &ai(ing I agree with this statement I !isagree with this statement

'2.)

Match these 5rob(em Management activities to their !escriptions7 1.) 5rob(em contro( #.) Brror 4ontro( '.) 5roactive prevention o& prob(ems a.) the act o& i!enti&"ing an! recor!ing errors) a(ong with their assessment) monitoring) reso(ution an! c(osure b.) the act o& i!enti&"ing an! recor!ing prob(ems) a(ong with their c(assi&ication an! initia( investigationK!iagnosis c.) the act o& monitoring tren!s) targeting preventive action an! con!ucting major prob(em reviews 1Ha) #Hb) 'Hc 1Hb) #Ha) 'Hc 1Hc) #Ha) 'Hb 1Ha) #Hc) 'Hb

'6.)

The major cha((enge &acing organi*ations is not a(igning IT service !e(iver" with business nee!s) but making sure we have the best techno(og" in p(ace ,es) techno(og" is sti(( the most important part o& IT Service /e(iver" In ever" organi*ation techno(og" is a crucia( aspect o& !e(iver" o& services ?o. techno(og" concerns whi(e comp(e3 are not more important than meeting customer e3pectations

':.)

O& the &o((owing which is ?OT part o& Service Leve( Management Service Leve( 8e-uirement Service /esk Service 4ata(ogue Service Improvement 5(an

';.)

I JJJJJ with the premise that the major cha((enge in !e(ivering goo! IT Service is ?OT techno(og"L it is the (ack o& repeatab(e processes agree !isagree

+<.)

.hich o& the &o((owing statements is true 1. IT Service 4ontinuit" Management must support the Business continuit" p(ans. #. Imme!iate recover" s"stems are t"pica((" the most e3pensive to imp(ement. '. ?o organi*ation can a&&or! to $/o ?othing% when a !isaster strikes IT 1 # 1) # an! ' 1 an! #

+1.)

,ou must use the most ski((e! peop(e on the Service /esk) so that the" can provi!e ver" high (eve( support to the en! users. I agree with this statement I !isagree with this statement I agree with this statement i& we are setting up an e3pert (eve( Service /esk I !isagree with this statement as these ski((e! peop(e wou(! become bore! ver" &ast

+#.)

.hich wou(! ?OT be a task &or the Service /esk Managing the change to an app(ication :

Bstab(ishing user accounts 4hecking back ups have run success&u((" Dranting user access to (ow securit" !ata +'.) 0 simp(e &orm o& measuring basic avai(abi(it" is to measure the proportion o& time that a unit or component is avai(ab(e &or use within the agree! service time I agree with this statement I !isagree with this statement ++.) .hat is the name o& the average amount o& time between one inci!ent occurring an! the ne3t inci!ent occurring MTBF MTBSI MTBF M MTT8 MTT8 +1.) The Service /esk is O?L, responsib(e to act as the &irst point o& contact &or en! users I agree with this statement I !isagree with this statement

+2.)

0 new app(ication has been re(ease! across the organi*ation. The app(ication was not proper(" teste!. .hen a(( the sta&& come in &or work a&ter the weeken! the" are unab(e to get access to the new app(ication. .hich process wi(( FI8ST notice the e&&ect o& this Service /esk 5rob(em Management Inci!ent Management 8e(ease Management

+6.)

,ou have to sen! an eHmai( to "our co((eagues about the !e&inition o& 5rob(em Management. .hich o& the &o((owing !escriptions wou(! "ou se(ect 5rob(em Management is about c(assi&"ing inci!ents into re(ate! prob(ems 5rob(em management seeks in&ormation &rom 4on&iguration Management regar!ing the technica( nature o& the in&rastructure 5rob(em Management aims to get to the root cause o& Inci!ents an! then initiate actions to improve or correct the situation 5rob(em Management is an activit" that is on(" per&orme! perio!ica((" an! not each !a"

+:.)

,ou have been aske! to sen! some in&ormation about the services "ou provi!e to a customer in another cit". .hich !ocument !o "ou nee! to sen! them ;

Operationa( Leve( 0greement @n!erpinning contract Service 4ata(og Service Leve( 0greement +;.) ,ou are on the eva(uation pane( (ooking at purchasing some new Service Management too(s. 0n argument !eve(ops that the 4M/B cannot be use! b" the Service /esk an! 5rob(em Management process owner. I agree) the 4M/B is on(" &or tracking in&ormation about 4IEs I !isagreeL the 4M/B can be use! &or inci!ents an! prob(em tracking. In &act) it makes sense to !o this

1<.)

The /SL is a term that !escribes a (ogica( concept that inc(u!es ph"sica( storage (ocations an! &i(e stores o& in&ormation. I agree with this statement I !isagree with this statement

11.)

,ou have been aske! b" the Service Leve( Manager to !iscuss the costs o& upgra!ing the .i!e 0rea ?etwork to a((ow &or a new group o& emp(o"ees who are moving into an o&&ice in a near b" cit". .hich two processes wi(( "ou nee! to consi!er at &irst Financia( Management &or IT Services an! 4apacit" Management Service Leve( Management an! 4apacit" Management Inci!ent Management an! 4hange Management 4hange Management an! 0vai(abi(it" Management

1#.)

,ou are (istening to a presentation on 4apacit" Management. The presenter (ists the &o((owing activities &or this process. /o "ou agree 1. Mo!e(ing #. 0pp(ication si*ing '. Maintain the capacit" p(an +. 5rovi!e reports on capacit" ,es ?o

1'.)

.hich is not part o& the scope o& 8e(ease Management Test Bnvironment 4hange Bnvironment Live or 5ro!uction environment /eve(opment environment 1<

1+.)

.hich o& the &o((owing is not a part o& Financia( Management &or IT Services 4harging Bu!geting 0ccounting 5rocurement

11.)

The ITIL Framework !e&ines a series o& best practice processes &or the e&&icient an! e&&ective management o& IT in&rastructure. .hich o& the &o((owing statements about the &ramework are correct 1. The ITIL Framework !escribes the peop(e who pa" &or the services !e(ivere! as users an! those who uti(i*e the services as customers. #. There are re(ationships between each process to ever" other process. 1 # 1 an! # none

12.)

,ou must pub(ish a statement regar!ing the goa( o& change management. .hat is the best !escription to use The goa( o& 4hange Management is to re!uce the cost o& intro!ucing new s"stems into the organi*ation The goa( o& the 4hange Management process is to ensure that stan!ar!i*e! metho!s an! proce!ures are use! &or e&&icient an! prompt han!(ing o& a(( 4hanges The goa( o& 4hange Management is to provi!e a &orum &or peop(e to !iscuss their &uture re-uirements with respect to new s"stems re-uire!

16.)

,ou must present the customer with technica( reports o& s"stem per&ormance so that the" can see that the" are getting va(ue &or mone" 0(wa"s ?ever On(" when there is a s"stem crash I& agree! with the customer as part o& negotiation

1:.)

,our co((eague canEt remember the ITIL name &or the concept o& provi!ing something to get an en!H user up an! running as -uick(" as possib(e. .hat is the proper name Inci!ent .orkaroun! 8oot 4ause 11

Service 8e-uest 1;.) The terms $big bang% an! $phase!% imp(ementations are usua((" use! b" which 5rocess Service /esk Inci!ent Management Finance Management 2<.) 8e(ease Management

There are two processes that are most c(ose(" a(igne! with intro!ucing a 4hange into the organi*ation. .hat are these two processes Financia( Management &or IT Services an! 0vai(abi(it" Management 4apacit" Management an! Inci!ent Management 4hange Management an! 8e(ease Management 8e(ease Management an! 5rob(em Management

21.)

,ou are in charge o& putting an agreement in p(ace between "our organi*ation an! a supp(ier o& support services &rom outsi!e "our compan". .hat is the name o& the !ocument that "ou must create Operationa( Leve( 0greement FOL0) @n!erpinning contract F@4) Service 4ata(og FS4) Service Leve( 0greement FSL0)

2#.)

4onsi!er the &o((owing two statements. 1. Serviceabi(it" aspects o& supporting IT in&rastructure are !e&ine! in an Operationa( (eve( agreement #. 0n Operationa( (eve( agreement shou(! come un!er the contro( o& the 4hange Management O& these statements which o& the &o((owing app(ies 1 # 1 an! # none

2'.)

4on&iguration management has a number o& goa(s. From the &o((owing (ist) which are goa(s &or 4on&iguration Management 1. 0ccount &or a(( the IT assets an! con&igurations within the organi*ation an! its services #. 5rovi!e accurate in&ormation on con&igurations an! their !ocumentation to support a(( the other Service Management processes 1#

'. 5rovi!e a soun! basis &or Inci!ent Management) 5rob(em Management) 4hange Management an! 8e(ease Management +. Aeri&" the con&iguration recor!s against the in&rastructure an! correct an" e3ceptions ?one o& the above 0(( o& the above 1 an! # 1 an! ' 2+.) From the &o((owing (ist se(ect &our F+) items that "ou &ee( wou(! be goo! Ce" 5er&ormance In!icators &or the process o& 8e(ease Management. 8e(eases bui(t an! imp(emente! on sche!u(e ?umber o& thresho(! a(arms e3cee!e! Aer" (ow number o& 8e(eases having to be backe! out Low number o& &ai(ures !uring a bui(! ?o evi!ence o& use o& unauthori*e! so&tware at an" site ?umber o& change re(ate! inci!ents

21.)

Monitoring is part o& the 4apacit" Management process. It ensures that the uti(i*ation o& each resource an! service is recor!e!. .hich o& the &o((owing measures is ?OT something that we wou(! measure in this activit" 45@ uti(i*ation N 45@ per transaction t"pe number o& (ogons an! concurrent @sers user satis&action (eve(s

22.)

.hich o& the &o((owing is true 1. Financia( Management provi!es costing in&ormation to SLM) &or use in the Service 4ata(og #. 0(( costs must be charge! to the en! customer 1 # 1 an! # none 1'

26.)

.hich two processes a(ong with Service Leve( Management are use! to instigate a Service Improvement 5rogram FSI5) 5rob(em an! 4apacit" 4ontinuit" an! 0vai(abi(it" 0vai(abi(it" an! 5rob(em Inci!ent an! Financia(

2:.)

0s the 5rob(em Management process owner "ou keep in ver" c(ose contact with the Service /eskKInci!ent Management process owner. ,ou (earn that the overa(( number o& inci!ents has !ecrease! over the (ast 2 months. ,ou want to sen! out a memo to a(( sta&& that e3p(ains how "our activities have (e! to this re!uction. .i(( "our manager give "ou permission to sen! this memo ,es) !ue to the 5rob(em Management process Inci!ents wi(( !ecrease ?o) the (ower number o& inci!ents is !ue to better Inci!ent management 5erhaps H it !epen!s on man" &actors. 0s an e3amp(e) perhaps we have been (osing sta&& over the (ast 2 months an! the" havenEt been rep(ace!.

2;.)

,ou are responsib(e &or making sure that there are su&&icient app(ication resources to a group o& sta&& that has been given a specia( project to comp(ete. .hich process are "ou invo(ve! with Service Leve( Management 4apacit" Management 0vai(abi(it" Management 5rob(em Management

6<.)

O& the &o((owing which are structures that shou(! be consi!ere! when p(anning the Service /esk 1. Loca( Service /esk #. 4entra( Service /esk '. Airtua( Service /esk 1) # an! ' 1 an! # 1 an! ' # an! '

61.)

The primar" characteristic o& a Service /esk is that it7 Maintains ownership o& an en!Huser issue through to comp(etion 1+

To a(wa"s pass re-uests to other peop(e &or action Manages user comp(aints regar!ing service (eve(s To be responsib(e &or the IT bu!geting activit" 6#.) The new emp(o"ee asks "ou what the metho! o& !epreciating assets in the compan" is. ,ou know that an e-ua( amount is written o&& the va(ue o& the asset each accounting perio!. .hat is this ca((e! Straight (ine metho! 8e!ucing ba(ance metho! B" usage metho! Incrementa( metho! 6'.) From the &o((owing (ist which is the responsibi(it" o& the 4hange Management process I!enti&"ing 4omponents a&&ecte! b" 4hange an! re(easing new components into the environment 4oor!inating the activities associate! with major s"stem changes an! monitoring the progress o& a change over time 8e(easing new components into the environment an! managing the 4hange 0!visor" Boar! F40B) meetings 6+.) .hat is the name o& the charging mechanism where no mone" is e3change! between the IT /epartment an! the customer ?otiona( charging 4harge back 4ost p(us pricing Market rate 61.) /o "ou agree with the &o((owing statement The 4on&iguration Management process owner gives permission &or changes to be ma!e to 4IEs ?o > I !isagreeL the 4hange Manager is the person who gives permission &or changes to go ahea!. The 4on&iguration Management process owner provi!es in&ormation to the 4hange Manager regar!ing the impact that a propose! change wi(( have on the IT in&rastructure ,es > I agree. The 4on&iguration Manager contro(s the in&ormation regar!ing 4IEs. It is there&ore appropriate that this person grants permission &or changes to procee!. 11

62.)

.hat is it that !etermines how we wi(( charge the customers o& the IT Services The compan" accountant The IT Manager The charging po(ic" The senior business managers

66.)

O& the &o((owing characteristics which are important &or the Service /esk sta&& 1. Doo! interpersona( ski((s #. Te(ephone techni-ues '. .riting techni-ues F(etter) emai() voice) +. 0ctive (istening an! -uestioning 1. Stress an! comp(aint management. ?one 0(( 1) #) ' an! 1 1) ') + an! 1

6:.)

The Service /esk Manager is e3p(aining to "ou that part o& his job is to provi!e reports an! metrics regar!ing service response an! reso(ution time to the Service Leve( Management process owner. /o "ou agree with him or not I agree with this statement I !isagree with this statement

6;.)

,ou have been aske! to present at a meeting the purpose o& the /e&initive So&tware Librar". ,ou -uick(" think back to "our training. O& the &o((owing what is the best !escription o& the /SL 0 storage p(ace &or !ocumentation in the ph"sica((" secure &i(e server room 0 4/ robotic s"stem that enab(es high spee! access to source !ata o& app(ications The term use! &or the (ibrar" in which the authori*e! versions o& a(( so&tware 4on&iguration Items F4Is) are store! an! protecte! 5art o& the so&tware !isposa( process where master copies o& so&tware are p(ace! &or 1# months be&ore the" are !estro"e!

:<.)

O& the &o((owing which provi!es proper !e&initions o& re(ease t"pes /e(ta 8e(ease is one part o& one component) Fu(( 8e(ease is 0(( 4IEs o& one component) 5ackage 8e(ease is a(( components /e(ta 8e(ease is a(( components) Fu(( 8e(ease is a(( 4IEs o& one component) 5ackage 12

8e(ease is One part o& one component Omega 8e(ease is 0(( components) Fu(( 8e(ease is a(( 4IEs o& one component) .rappe! 8e(ease is one part o& one component 5ackage 8e(ease is a(( components) Fu(( 8e(ease is a(( 4IEs o& one component) @rgent 8e(ease is one part o& one component :1.) 0n inci!ent is c(ose! once the workaroun! has been given to the en! user I agree with this statement :#.) I !isagree with this statement

,ou have three IT components un!er "our contro(. The ma3imum avai(abi(it" &or these components is ;;N) :1N an! ;6N. There is one other component that a&&ects avai(abi(it") but it is not contro((e! b" "ou > the avai(abi(it" o& the other component is ;<N. O& the &o((owing statements which is correct 0vai(abi(it" cannot be measure! as some items are not un!er our contro( 0vai(abi(it" is ca(cu(ate! b" a!!ing a(( the percentages up an! !ivi!ing b" the number o& components The avai(abi(it" ca(cu(ation is per&orme! as part o& the Service /esk process 0vai(abi(it" is ca(cu(ate! as the pro!uct o& the in!ivi!ua( avai(abi(it" on a(( components irrespective o& who is in contro( o& the components

:'.)

O& the &o((owing which is not an area o& interest &or the 4on&iguration Management process I!enti&"ing IT 4omponents 8ecor!ing IT 4omponents 4hecking IT 4omponent 0vai(abi(it"

:+.)

O& the &o((owing which is best ?OT to inc(u!e in the Service 4ata(og The names o& the peop(e invo(ve! Service /escription 5rices Functiona( !escription

:1.)

The percentage o& Service 8e-uests c(ose! without re-uiring &urther action is an e&&ectiveness measure o&7 0vai(abi(it" Management 16

5rob(em Management Service /esk Inci!ent Management :2.) Status accounting is an important part o& which process Financia( Management &or IT Services 4hange Management Inci!ent Management :6.) 4on&iguration Management

,ou have an un(imite! bu!get to bui(! the ITS4M process within "our organi*ation. .hat shou(! "ou !o 5urchase the (atest techno(og" /onEt spen! a(( the mone" so "ouEre manager gives "ou praise Stu!" the Business 4ontinuit" re-uirements Set up a interme!iate recover" site

::.)

The risk manager o& the compan" sen!s "ou an eHmai( asking "ou to e3p(ain the goa( o& 4apacit" Management. .hich is the best rep(" to sen! To ensure that a(( the current an! &uture capacit" an! per&ormance aspects o& the business re-uirements are met cost e&&ective(" To &i(( in the 4/B To provi!e accurate reporting on the usage o& 45@ c"c(e time on critica( resources To measure the impact the (ack o& per&ormance o& IT wi(( have on users in the short term

:;.)

.hat is the name o& the !atabase where we wou(! store in&ormation about 4on&iguration Items The 0sset tracking !atabase 4on&iguration Management /atabase 4apacit" Management /atabase 0vai(abi(it" Management /atabase

;<.)

4onsi!er the &o((owing in&ormation7 1.) T"pe i!enti&ier #.) @ni-ue i!enti&ier '.) Aersion number +.) 4op" number .hich o& these shou(! be recor!e! about ever" 4I in the 4M/B 1:

1 an! # 1 an! ' # an! ' 0((

;1.)

O& the &o((owing which is ?OT an ITIL !e&ine! SL0 structure Service base! SL0Es 4ustomer base! SL0Es 4omponent base! SL0Es Mu(tiH(eve( SL0Es

;#.)

,ou are aske! to make changes to the 4M/B so that in&ormation o& IT users) IT sta&& an! !i&&erent business !epartments can be store!. .ou(! "ou -uestion this re-uest or is it a reasonab(e thing to ask ,es) such in&ormation can be store! in the 4M/B ?o) we !onEt ho(! in&ormation about peop(e in the 4M/B The !ecision !epen!s on the suitabi(it" o& the !atabase se(ecte!

;'.)

ITS4M shou(! be p(anne! in iso(ation &rom the business re-uirements I agree with this statement I !isagree with this statement

;+.)

O& the &o((owing which is ?OT an activit" o& 0vai(abi(it" Management To optimi*e the (eve( o& avai(abi(it" o& in&rastructure 4reate an! maintain an 0vai(abi(it" p(an I!enti&" unrecor!e! 4on&iguration Items Over time work to re!uce the number o& avai(abi(it" re(ate! inci!ents

;1.)

,ou are aske! to make changes to the 4M/B so that in&ormation regar!ing services can be store! an! (inke! to IT components. ,ou are a(so aske! to make sure that "ou can recor! in&ormation about critica( !ocuments Fsuch as SL0Es) Service 4ata(ogue). .ou(! "ou -uestion this re-uest or is it a reasonab(e thing to ask ?o) we !onEt ho(! in&ormation about !ocumentation an! services in the 4M/B ,es) such in&ormation shou(! be store! in the 4M/B The !ecision wi(( be ma!e b" a programmer who wi(( !etermine i& the !atabase is capab(e o& ho(!ing such in&ormation

;2.)

O& the &o((owing names which is not an appropriate name &or the Service /esk 1. 4a(( 4entre 1;

#. 9e(p /esk '. 4ustomer 9ot Line ?one > "ou can on(" use Service /esk 4a(( 4entre can on(" be use! in (ow ski(() high vo(ume situations 9e(p /esk can be use! when the peop(e answering the phone are ca((e! 9e(p /esk operators 0(( the names are &ine. It !oesnEt matter what itEs ca((e!) itEs the activities G proce!ures that are important

;6.)

,our manager asks "ou to e3p(ain the purpose o& Financia( Management &or IT Services. O& the &o((owing which is the best answer Financia( Management is simp(" knowing how much we are going to spen! ne3t &inancia( "ear Financia( Management is the goo! management o& the IT monetar" resources o& the organi*ation Financia( Management inc(u!es charging the customer &or ever"thing service we provi!e Financia( Management is a(( about keeping the organi*ation accountants happ"

;:.)

One o& "our main supp(iers approaches "ou to !iscuss an arrangement o& sharing &aci(ities to be use! in times o& !isaster. .hat t"pe o& arrangement wi(( "ou be !iscussing Imme!iate arrangement Interme!iate arrangement 8eciproca( arrangement Manua( work aroun!

;;.)

.ho is the best person to approach to &in! out in&ormation on the rate o& change o& 4on&iguration Items F4Is) 4apacit" Management process owner 4hange Management process owner 4on&iguration Management process owner

1<<.) The avai(abi(it" o& an IT service is ca(cu(ate! b" (ooking at the one component that has the (owest overa(( abi(it". I agree with this statement I !isagree with this statement

1<1.) The primar" !i&&erence between the ITIL process o& 4on&iguration Management an! 0sset Management is7 4on&iguration Management tracks the e&&ect that 4on&iguration Items F4IEs) have with the Business > their re(ationships #<

0sset Management is a sprea!sheet o& har!ware items he(! b" the compan" ,ou must have asset management in p(ace be&ore "ou can start the 4on&iguration Management process 1<#.) B" using the ITIL Framework we can e3pect to see a variet" o& bene&its to the organi*ation) as the IT !epartment intro!uces the best practice processes. .hich o& the &o((owing is the most (ike(" bene&it the organi*ation wi(( see 9igher &(e3ibi(it" an! a!aptabi(it" is (ike(" to e3ist within the services 0 better IT procurement process (ea!ing to !irect cost savings 4hanges to the &unctiona( arrangement o& the IT organi*ation 1<'.) /ata is store! about items he(! in the /SL an! the /9S. .here is this in&ormation store! 4/B FS4 SI5 4M/B

1<+.) ,ou notice increasing comp(aints &rom most sections o& the business regar!ing response time to simp(e transactiona( activities. The 4apacit" Manager has e3p(aine! that the current resources are overHuti(i*e! !uring the week!a"s at <;7'< to 117'< an! 1+7'< to 127<<. ,ou have been aske! to review wa"s to encourage business unit managers to !e&er nonHessentia() high intensit" processing activities unti( a&ter norma( business hours. O& the &o((owing which is the most (ike(" wa" to he(p achieve this outcome Bstab(ish a committee to review current practices Increase the number o& sta&& working a&ter hours Intro!uce a /i&&erentia( 4harging 5o(ic" 0!! 5ena(t" c(auses to SL0Es 1<1.) ,ou work on the Service /esk. ,ou have notice! that ever" Mon!a" morning "ou receive a (ot ca((s regar!ing the unavai(abi(it" o& an app(ication. .hich process wi(( bene&it the MOST &rom (earning about "our &in!ings 0vai(abi(it" Management 4hange Management 5rob(em Management Inci!ent Management 1<2.) ITIL is Oust a set o& books > a (ibrar" #1

4(ear processes that guarantee success The wa" that an IT !epartment shou(! be organi*e! 0 guarantee! mone" saver with higher customer satis&action (eve(s 1<6.) .hich o& the &o((owing nee! ?OT be recor!e! as part o& a 4hange 8ecor! Sche!u(e! imp(ementation !ate BackHout 5(an 0n" 40B recommen!ations The names o& the 40B members

1<:.) O& the &o((owing) which is not an activit" or subHprocess o& the 4apacit" Management process Business 4apacit" Management Financia( 4apacit" Management 8esource 4apacit" Management Service 4apacit" Management 1<;.) 0s the 4hange Manager "ou are responsib(e &or reviewing propose! changes that are presente! to "ou. ,ou are not sure i& "ou shou(! recor! the number o& changes that "ou reject. ,ou are to(! that b" recor!ing the number o& rejecte! changes "ou can provi!e better metrics on this process area. /o "ou agree with this statement I agree with this statement I !isagree with this statement 11<.) The procurement !epartment o& an e(ectronics manu&acturing compan" has recent(" signe! a contract with a new supp(ier o& 5ersona( computers. The &irst new machines arrive an! a(( app(ications use! in the compan" must be teste! on the new machines. The manu&acturing compan" has a we(( structure! pro!uction an! test environment. .hich process authori*es the ro((out o& the new machines to the users 8e(ease Management Service Leve( Management 4hange Management 4on&iguration Management 111.) Once 8e(ease Management has comp(ete(" teste! a minor change to be integrate! into the (ive environment) then the ro((out can begin. /o "ou agree with this statement ,es) re(ease management is in the best position to authori*e the ro((Hout to start ?o) the change manger has to give the authorit" as there ma" be other &actors that re-uire the re(ease to be ha(te! ##

I& the 8e(ease 5o(ic" states that the re(ease manager can authori*e minor change ro((outs) then the work can begin without going to the 4hange Manager

11#.) .hich o& the &o((owing statement is incorrect 5rob(em Management ma" be invo(ve! when a major change occurs The Service !esk monitors prob(ems throughout there (i&ec"c(es 5rob(em Management is responsib(e &or managing the reso(ution o& prob(ems 5rob(em Management is responsib(e &or error contro( 11'.) The success&u( !iagnosis o& a prob(em resu(ts in a known error. On the basis o& this known error a re-uest &or change ma" be raise!. The known error recor! ma" be c(ose! when7 0 review o& the change has (e! to a satis&actor" resu(t The proposa( &or the change is (o!ge! with 4hange management The re-uest &or a change is authori*e! b" the 4hange 0!visor" Boar! Inci!ent re(ate! to the known error !onEt occur an" more 11+.) 0 known error occurs when7 0n error has occurre! severa( times an! has been passe! to 5rob(em Management 0n error has occurs that has not been !iagnose! an! &or which a circumvention !oes not "et e3ists 0 prob(em has been !iagnose! an! a reso(ution or workaroun! e3ists

The reso(ution o& a prob(em has been imp(emente! 111.) There is a network inci!ent that a&&ects #<< users. 0t the same time the Managing /irectorPs printer has broken an! he wants to print a report now. .hich o& the &o((owing statements can be !e!uce! &rom this in&ormation There is an insu&&icient in&ormation to !etermine which inci!ent has the higher priorit" The M/Ps printer must be &i3e! because o& the higher business impact Both inci!ents have an e-ua((" high priorit" The network inci!ent has a higher priorit" than the M/Ps printer because it a&&ects a (ot more peop(e

112.) 4onsi!er the &o((owing situations7 1. 0n inci!ent impact e3cee!s the !owntime stipu(ate! within the SL0. #. The business impact o& a inci!ent changes !ue to un&oreseen circumstances '. The number o& users impacte! is greater than &irst thought. +. 0 senior manager in the customerPs organi*ation comp(ains about the (ack o& progress being ma!e on a particu(ar inci!ent .hich o& the above cou(! be va(i! reasons &or the Service /esk to invoke esca(ation proce!ures 0(( #'

#) ' an! + ?one 1) ' an! + 116.) .hich o& the &o((owing is ?OT part o& the ro(e o& the Service /esk 5rovi!ing support to the user communit" 8eso(ving the root causes o& inci!ents 0cting as !a" to !a" inter&ace between IT services an! users Monitoring the progress o& inci!ents 11:.) 0 new service is to go (ive tomorrow. .hich o& the &o((owing shou(! be avai(ab(e at the Service /esk 1. The Service Leve( manager to take the heat out o& an" angr" con&rontations ver" -uick(" #. Scripts '. The appropriate change sche!u(e. +. ?etwork specia(ists 1 an! + # an! '

1)# an! ' 0(( 11;.) 0 Service /esk is su!!en(" inun!ate! with phone ca((s &rom customers who cannot work an" more. 0&ter -uestioning ca((ers it soon becomes c(ear that an important s"stem on a centra( @?II server has &ai(e!. For which o& the &o((owing actions is the Service /esk ?OT responsib(e The categori*ation o& incoming ca((s I!enti&"ing the cause o& &ai(ure The prioriti*ation on incoming ca((s The esca(ation o& the inci!ents 1#<.) Fo((owing the re(ease o& a so&tware upgra!e to &i3 a known error) which area is responsib(e &or ensuring that the 4M/B is up!ate! correct(" 4hange Management 5rob(em Management 4on&iguration Management 8e(ease Management 1#1.) 0 con&iguration management !atabase F4M/B) can contain !i&&erent con&iguration items F4Is). .hich o& the items be(ow wou(! ?OT norma((" be regar!e! as a 4I 0 user name 0 vi!eo monitor #+

0 brought in so&tware package 0 proce!ure 1##.) 0 !e(iver" o& 54s is receive! in the goo!s inwar!s !epartment. The status o& the 54Ps has to be change! &rom Qor!ere!Q to Qin stockQ. .hich process is responsib(e &or recor!ing this change o& status Financia( Management &or IT Services 5rob(em Management 4on&iguration Management 4hange Management 1#'.) 4hange Management ensures that sche!u(ing !ecisions are base! on7 1. @rgenc" #. Impact '. 8esource 1 an! # # an! ' 1 an! ' 0((

1#+.) .hen can the bui(!ing) testing an! imp(ementation o& a change begin I& it is urgent) as soon as the 8e-uest &or change has been c(assi&ie!. 0s soon as there is a backHout p(an &or the change 0s soon as the impact ana("sis has been !iscusse! b" the members o& the 4hange 0!visor" Boar! 0s soon as the 8e-uest &or 4hange has been &orma((" authori*e!

1#1.) In which cases must change review take p(ace a&ter imp(ementation o& a change I& another inci!ent o& the same t"pe occurs again 0(wa"s 0t the re-uest o& the person who submitte! the change re-uest 8an!om(" 1#2.) .hich o& the &o((owing activities is ?OT the part o& the re(ease process Moving so&tware &rom the /SL to the !eve(opment environment Moving so&tware &rom the /SL to the (ive environment Moving so&tware &rom the !eve(opment to the test environment Moving so&tware &rom the (ive environment to the /SL #1

1#6.) The wor!s /e(ta) Fu(( an! 5ackage !escribes !i&&erent t"pes o& re(ease. .hich one o& the &o((owing statements is true 0 package re(ease a(wa"s contains har!ware an! so&tware @rgent changes are a(wa"s /e(ta re(eases 0 /e(ta 8e(ease is on(" ever part o& a package re(ease. 0 Fu(( re(ease re(eases the norma( re(ease unit into the (ive environment

1#:.) ITIL has gaine! wor(!wi!e acceptance courtes" o& three critica( &actors H se(ect the correct three7 itSMF) 44T0) I8M 0cce(erator 5ub(ic /omain Framework) Best 5ractices Framework) .i!e(" 0vai(ab(e B!ucation 5ub(ic 5ractices Framework) Best /omain Framework) .i!e(" avai(ab(e e!ucation 1#;.) 8e(ease Management sta&& !o ?OT carr" out7 The p(anning o& changes o& so&tware an! har!ware

The !istribution o& so&twareEs to remote (ocation app(ications The testing o& so&twares to era!icate errors The re(ease an! imp(ementation o& so&twareEs into the (ive environments 1'<.) .hich o& the &o((owing is ?OT a 5rob(em Management 8esponsibi(it" Ownership o& an Inci!ent throughout its (i&ec"c(e Investigation an! /iagnosis 8aising 8e-uests &or 4hange Maintenance o& a Cnown Brror /ataBase FCB/B) 1'1.) 0 compan" has receive! messages concerning errors in the !ai(" batch run which han!(es the or!ering o& raw materia(s &or the manu&acturing process. This is probab(" !ue to an incorrect change in the so&tware. The changes invo(ve! e3ten!ing the Qstock numberQ &ie(! b" two positions. This change was a(so intro!uce! in a month(" program that has not "et been run. The situation nee!s to be correcte! ver" -uick(" to avoi! a&&ecting manu&acturing. .hat is the best possib(e so(ution to be a!opte! b" 5rob(em Management when han!(ing the error The errors are reporte! an!) because the un!er("ing cause is known) han!(e! b" 4hange management as a re-uest &or the 4hange with the status o& Qurgent change% The errors are reporte! as 5rob(em at the Service /esk an! ) because manu&acturing is invo(ve!) are !irect(" intro!uce! as 4hanges The errors are reporte! as Inci!ents to the Service /esk an! a&ter some research the" are i!enti&ie! as Cnown Brrors) which can then be change! The errors are reporte! as Inci!ents an! a 5rob(em is i!enti&ie!. 0&ter the cause o& the error has been estab(ishe! an! a temporar" .orkaroun! &oun!) it is (abe(e! as a Cnown Brror that can be correcte! b" raising a 8e-uest &or 4hange

1'#.) .hich o& these is ?OT a techni-ue use! in 4apacit" Management #2

0pp(ication Si*ing /eman! Management 8oot 4ause 0na("sis Loa! Ba(ancing

1''.) .hich o& the &o((owing is a responsibi(it" o& the Service /esk Ceeping customers in&orme! o& progress on Inci!ents Investigating the causes o& inci!ents 9an!(ing changes to correct inci!ents 4a(cu(ating the cost o& !ea(ing with inci!ents 1'+.) Fo((owing the !ep(o"ment o& a new so&tware package) which process is responsib(e &or ensuring that the 4M/B is up!ate! 4hange Management 4on&iguration Management

8e(ease Management Service Leve( Management 1'1.) 4onsi!er the (ist be(ow7 1. 0pp(ication Si*ing #. Bu!geting '. Securit" +. Business Impact 0na("sis a) 4apacit" Management b) 0vai(abi(it" Management c) IT Service 4ontinuit" !) IT Financia( Management

.hich o& the &o((owing pairings are correct 1b)#c)'!)+a 1a)#!)'b)+c 1c)#!)'c)+a 1b)#c)'a)+! 1'2.) 0 Rbase(ineE is use! in which process 4hange Management 5rob(em Management 4on&iguration Management

Service /esk 1'6.) Cepner an! Tregoe ana("sis is a techni-ue use! &or 4apacit" Management #6

IT Financia( Management Service Leve( Management 5rob(em Management

1':.) .hich o& the &o((owing metrics is LB0ST (ike(" to be a va(i! measure o& the e&&icienc" an!Kor e&&ectiveness o& a 4hange Management process The tota( number o& changes arising in a month The percentage o& changes imp(emente! within agree! target times The percentage o& changes that have to be backe!Hout The average cost o& processing a change 1';.) 4onsi!er the &o((owing statements about an e&&ective 0vai(abi(it" Management process7 1.) Maintainabi(it" can he(p prevent &ai(ures occurring) thus potentia((" saving mone" an! improving service (eve(s. #) The Securit" aspect o& 0vai(abi(it" Management consists o& three parts7 4on&i!entia(it") Integrit" an! 0utomation .hich o& these statements are correct Both 1

?either # 1+<.) 4onsi!er the &o((owing statements7 1. 4harging is man!ator" &or a(( organi*ations. #. Bu!geting is the process o& ca(cu(ating how much mone" has been spent in the previous "ear) an! !etermining where e3act(" it has been a((ocate!. .hich o& the above statements isKare true Both 1 ?either # 1+1.) .hich o& the &o((owing se-uences is most (ike(" to occur Inci!ent > 5rob(em > Cnown Brror > 4hange 5rob(em > Inci!ent > Cnown Brror > 4hange 4hange > 5rob(em > Cnown Brror > Inci!ent 4hange > Inci!ent > 5rob(em > Cnown Brror 1+#.) 4apacit" Management is a ba(ancing act between7 #:

4ost versus /eman!) an! 4apacit" versus Supp(" 4apacit" versus 0vai(abi(it") an! Supp(" versus Sa(es 4ost versus 4apacit") an! /eman! versus Supp("

4apacit" versus 4ontingenc" an! 5(anning versus 8esource 1+'.) 4onsi!er the &o((owing i The members o& the 40B are a(wa"s members o& the 40BKB4 ii The 4hange Manager is the on(" permanent member o& the 40BKB4 iii The 40B sees an! approves a(( 8F4s .hich is correct iii ii an! iii i an! iii ii 1++.) 0ccor!ing to ITIL7 5rob(em Management is un!er the contro( o& Inci!ent Management 4hange Management is un!er the contro( o& 4on&iguration Management 8e(ease Management is un!er the contro( o& 4hange Management Service Leve( Management is un!er the contro( o& IT Service 4ontinuit" 1+1.) The main objective o& the 0vai(abi(it" Management process is to7 /e(iver 1<<N avai(abi(it" to the business ?egotiate the avai(abi(it" re-uirements o& the business with the c(ients Bnsure that the s"stems have the correct 4apacit" to supp(" the re-uire! avai(abi(it" /e(iver a cost e&&ective an! sustaine! (eve( o& avai(abi(it" that enab(es the business to satis&" its business objectives

1+2.) .hich o& the &o((owing are assesse! in a 8isk 0ssessment Mo!e( in or!er to &in! out the countermeasures nee!e! 4apabi(it") 4ontingenc" an! Impact 0ssets) Services an! s"stems 4on&i!entia(it") Integrit" an! 0vai(abi(it" 0ssets) Threats an! Au(nerabi(ities

1+6.) The /SL an! /9S are contro((e! b" which process 8e(ease Management 4hange Management Service Leve( Management 4on&iguration Management 1+:.) In Inci!ent Management) 5riorit" is usua((" a combination o&7 #;

Impact G 0vai(abi(it" @rgenc" G time recor!e! @rgenc" G Impact .ork(oa! G 8esources 1+;.) In!irect 4osts are ma!e up o&7 9ar!ware G So&tware Marketing G Sa(es /irect 4osts M 4ost B(ements 0bsorbe! G @nabsorbe! Overhea!s

11<.) .hich o& the &o((owing is not a 4on&iguration Item when ta(king about a 54 Base @nit So&tware 5ackage Seria( ?umber

Monitor 111.) .hich o& the &o((owing is ?OT a Service Support 5rocess Service /esk

5rob(em Management Inci!ent Management 4hange Management 11#.) 4onsi!er the &o((owing (ists 1) 4M/B #) 4FI0 ') MTT8 +) 40B a) 4hange Management b) Service Leve( Management c) 4on&iguration Management !) 0vai(abi(it" Management

.hich o& the &o((owing pairings are correct 1b) #!) 'c) +a 1a) #!) 'b) +c 1c) #!) '!) +a

1b) #c) 'a) +! 11'.) .hich o& the &o((owing is ?OT an option &or a t"pe o& Service /esk Loca( D(oba( 4entra( Airtua( 11+.) 0n Operationa( Leve( 0greement is7 '<

0n agreement between the IT /epartment an! its customers 0 4ontract between an IT /epartment an! its Supp(iers 0n agreement between the 4ustomer an! the Supp(ier 0n agreement between interna( IT /epartments

111.) 0n Imme!iate F9ot) 8ecover" occurs in7 #+ to 6# 9ours @p to #+ 9ours 6# 9ours 5(us 1 .eek 112.) The Service /esk has taken a re-uest &or the insta((ation o& .in!ows I5 in the Finance !epartment. .hich two ITIL 5rocesses wou(! contro( an! imp(ement this re-uest 4hange an! 8e(ease Service /esk an! 4on&iguration Management Service /esk an! 8e(ease Management Inci!ent an! 4hange Management 116.) .hich o& the &o((owing is the responsibi(it" o& the 5rob(em Manager Making sure that the initia( Inci!ent is (ogge! 0((ocating the priorit" to the 8F4 raise! to reso(ve a prob(em /eve(oping an! maintaining an Brror 4ontro( s"stem ?egotiating 5rob(em Management Targets with the 4ustomer 11:.) 5(anning) I!enti&ication) 4ontro() Status 0ccounting) Aeri&ication an! 0u!it are activities associate! with which ITIL 5rocess Service /esk 4on&iguration Management Financia( Management 5rob(em Management 11;.) 0 c(ient wou(! (ike to &in! out what the Service 9ours are &or the Finance S"stem Service. .hich /ocument are the" MOST (ike(" to &in! this in&ormation in 4apacit" 5(an IT Service 4ontinuit" 5(an Service Leve( 0greement 40B Minutes 12<.) 0n inci!ent is7 '1

The unknown un!er("ing cause 0n event which causes an interruption to a Service .hen the un!er("ing cause is known 0 8e-uest For 4hange

121.) From a we((Hin&orme! @serEs perspective) which o& the &o((owing is a (ike(" se-uence in the management o& a service &ai(ure Inci!ent Management) 4hange Management) 8e(ease Management) 5rob(em Management Inci!ent Management) 5rob(em Management ) 8e(ease Management) 4hange Management Inci!ent Management) 5rob(em Management) 4hange Management) 8e(ease Management 4hange Management) Inci!ent Management) 8e(ease Management) 5rob(em Management 12#.) .hich best !escribes a /BLT0 8e(ease On(" those 4Is that have actua((" change! since the (ast re(ease 0(( components o& the so&tware are re(ease! together 0 group o& in!ivi!ua( re(eases combine! together The &ourth re(ease in a series o& re(eases 12'.) .hich is ?OT a bene&it that can be gaine! &rom imp(ementing 4apacit" Management Optimi*ation o& e-uipment an! e(imination o& unnecessar" spare capacit" Fre-uenc" an! !uration o& IT &ai(ures is re!uce! /e&erre! B3pen!iture an! e(imination o& e3pensive 5anic bu"ing More con&i!ent an! improve! &orecasting o& 4apacit" nee!s &or an organisation

12+.) .hich part o& the 4hange process can be (e&t out in an Bmergenc" 4hange 0uthorisation Testing

Bui(! 4hange 8eview 121.) 4onsi!er the &o((owing statements i) The IT Service 4ontinuit" 5(an inc(u!es the Business 4ontinuit" 5(an. ii) The IT Service 4ontinuit" 5(an ensures the surviva( o& a Business b" re!ucing the impact o& a !isaster. iii)The IT Service 4ontinuit" 5(an shou(! be teste! on comp(etion) a&ter major changes) an! at (east annua((". .hich is true '#

0(( ?one i an! ii ii an! iii

122.) Sa(esmen are ab(e to use their (aptops &rom hote(s to obtain in&ormation on trave( routes an! trave(ing times. On severa( occasions the" have &oun! that when a certain mo!em ha! been insta((e!) communication was unsatis&actor". 0 temporar" so(ution to this was &oun!. .hich processes other than Inci!ent Management are invo(ve! in !etermining a (ong term structura( so(ution 4hange) 4on&iguration) 5rob(em an! 8e(ease Management

4on&iguration) 5rob(em an! 4hange Management 4hange an! 8e(ease Management 4hange) 4on&iguration an! 8e(ease Management 126.) .hich o& the &o((owing is a (ist o& t"pica( cost e(ements 4apacit") 0vai(abi(it") B-uipment) Sta&&) 4ontingenc") Overhea!s 9ar!ware) So&tware) 5eop(e) 0ccommo!ation) B3terna( Services) Trans&er

9ar!ware) So&tware) Sta&&) S"stems) Aehic(es) ?etworks 12:.) .hich ITIL process is consi!ere! to have 8eactive an! 5roactive parts Service Leve( Management IT Service 4ontinuit" 5rob(em Management

4on&iguration Management 12;.) The Service /esk has receive! the &o((owing ca((sL a user in the &inance !epartment has got a b(ank screenL a Manager cannot access a &inance package) another user cannot retrieve his eHmai(L the Finance /irector cannot print out his current &inance report. .ho wou(! (ook &or (inks between these ca((s Inci!ent Manager 4hange Manager 5rob(em Manager 4on&iguration Manager

16<.) .ith regar! to the re(ationship between the Inci!ent Management process an! the 5rob(em Management process) va(i!ate the &o((owing statement. Q0 5rob(em 40? e3ist without a correspon!ing Inci!entQ True Fa(se ''

161.) .hich o& the &o((owing is not (ike(" to be an input &or the 4hange Management process 8F4s 4M/B In&ormation Inci!ent In&ormation Forwar! Sche!u(e o& 4hanges FFS4) 16#.) Mean Time Between Fai(ures FMTBF) re&ers to the mean e(apse! time between the occurrence o& an Inci!ent to the restoration o& the Service7 True Fa(se

16'.) ITIL !e&ine ' !i&&erent t"pes o& 8e(ease. These inc(u!e7 4omp(ete) Me!ium) Sma(( 5ackage) Me!ium) Fu(( Me!ium) 5ackage) 4omp(ete /e(ta) Fu(() 5ackage

16+.) .hich o& the &o((owing are e3amp(es o& an QIT ServiceQ Bmai( Orac(e /atabase Bi((ing S"stem Loca( 0rea ?etwork 161.) ,our co((eague is a Service /esk Manager in a &air(" (arge organisation. 9e has aske! "ou to assist him in !ocumenting the goa( o& the Inci!ent Management 5rocess. 4hoose the best statement The primar" goa( o& the Inci!ent Management process is to restore norma( service as -uick(" as possib(e &o((owing (oss o& service The primar" goa( o& the Inci!ent Management process is to minimi*e the a!verse impact o& Inci!ents an! 5rob(ems on the business that are cause! b" errors within the IT In&rastructure The primar" goa( o& the Inci!ent Management process is to ensure that stan!ar!i*e! metho!s an! proce!ures are use! &or e&&icient an! prompt han!(ing o& a(( Inci!ents

162.) .hich o& the &o((owing statements is incorrect 5rob(em Management ma" be invo(ve! when a major inci!ent occurs The Service /esk monitors prob(ems throughout their (i&ec"c(e 5rob(em Management is responsib(e &or managing the reso(ution o& prob(ems 5rob(em Management is responsib(e &or Brror 4ontro( '+

166.) The success&u( !iagnosis o& a 5rob(em resu(ts in a Cnown Brror. On the basis o& this Cnown Brror) a 8e-uest &or 4hange F8F4) ma" be raise!. The Cnown Brror ma" be c(ose! when7 0 review o& the 4hange has (e! to a satis&actor" resu(t The proposa( &or the 4hange is (o!ge! with 4hange Management The 8F4 is authorise! b" the 40B Inci!ents re(ate! to the Cnown Brror !o not occur an"more 16:.) 0 known Brror occurs when7 0n error has occurre! severa( times an! has been passe! to Service Management 0n error occurs that has not been !iagnose! an! &or which a workHaroun! !oes not e3ists 0 5rob(em has been !iagnose! an! a reso(ution or workHaroun! e3ists The reso(ution o& the 5rob(em has been imp(emente! 16;.) .hat is the M0I? !i&&erence between a 4M/B an! a t"pica( asset register 0 4M/B is a computeri*e! s"stem > most asset registers are not There is no !i&&erence More than just har!ware is recor!e! in the 4M/B 0 4M/B is a /ataBase that (inks itEs contents together

1:<.) @n!er an ITIL 4hange Management process) once a 4hange has been bui(t) who shou(! un!ertake the testing 4hange Bui(!er F8e(ease Management) 4hange Manager 40B 0n In!epen!ent Tester 1:1.) .hich o& the &o((owing statements are true The 40B shou(! ensure that the propose! changes are assesse! &or7 1.) The (ike(" impact on IT Service 4ontinuit" p(ans #.) The e&&ect o& not imp(ementing the 4hange '.) The resources re-uire! to imp(ement the 4hange +.) The (ike(" impact on capacit" an! per&ormance 1)# an! ' 0(( #)' an! + '1

1)# an! +

1:#.) 4ustomers &in! that !uring acceptance tests) response times !o not a(wa"s meet the (eve(s speci&ie! in the Service Leve( 8e-uirement. ?everthe(ess the" !eci!e to intro!uce the new app(ication. .hich process is responsib(e &or seeking the un!er("ing cause o& this shortcoming 0FTB8 the $Do Live% 0vai(abi(it" Management 0pp(ication /eve(opment 5rob(em Management Service Leve( Management 1:'.) .hich is the correct se-uence o& events &or !escribing an inci!ent (i&ec"c(e a&ter the inci!ent has occurre! /etection) 8epair) 8ecover") 8estoration) /iagnosis /etection) 8ecover") 8epair) 8estoration) /iagnosis /etection) /iagnosis) 8ecover") 8epair) 8estoration /etection) /iagnosis) 8epair) 8ecover") 8estoration

1:+.) .hich o& the &o((owing !escribes the norma( se-uence o& events &or &au(t reso(ution 5rob(emHInci!entH4hangeHCnown Brror Inci!entH5rob(emH4hangeHCnown Brror Inci!entH5rob(emHCnown BrrorH4hange 5rob(emHInci!entHCnown BrrorH4hange 1:1.) .hich o& the &o((owing wi(( ?OT be provi!e! b" an ITILHbase! Service /esk 8e!uce! re-uirement o& IT know(e!ge throughout the user communit" B&&ective correction o& the root cause o& inci!ents Bar(" warning o& the potentia( business IT operationa( &ai(ures Ceeping users in&orme! 1:2.) .hich inci!ents shou(! be (ogge! b" the Service /esk On(" inci!ents not reso(ve! at (ogging On(" inci!ents &rom bonaH&i!e customers 0(( inci!ents e3cept simp(e -ueries '2

0(( inci!ents

1:6.) The Service /esk has a number o& core activities. .hich o& the (ists be(ow most c(ose(" represents these activities Inci!ent Management) !irect user support) prob(em i!enti&ication) !e(iver" o& management in&ormation Inci!ent Management) in&orming users) !irect user support) !e(iver" o& management in&ormation Inci!ent 8egistration) to give support an! to c(assi&") to research an! !iagnose) to esca(ate inci!ents) to so(ve an! to repair Inci!ent 8egistration) to give support an! to c(assi&") to research an! !iagnose) to so(ve an! to repair

1::.) In which o& the &o((owing circumstances is re-uesting an urgent change justi&ie! On(" one sma(( component re-uires changing an! it is un(ike(" to a&&ect an" other components The 40B meeting has been cance((e! because most o& the members are unavai(ab(e at the time previous(" agree! The supp(ier has a!vise! that previous versions wi(( not be supporte! ver" much (onger The 4hange is nee!e! to correct an error on a business critica( s"stem

1:;.) .ithin an ITILHcomp(iant 4hange Management process) who !eci!es on the categorisation o& a propose! change 4hange Manager 4hange 0!visor" Boar! 4hange 8e-uestor 4hange Imp(ementor 1;<.) 4onsi!er the &o((owing statements7 1.) B&&ective 4hange Management ensures that urgenc" an! impact are ke"s to !ecisions ma!e on the sche!u(ing o& 4hanges #.) 4hange Management contro(s a(( aspects o& the 4hange process .hich o& these statements is true 1 none # both

1;1.) 4onsi!er the &o((owing perio!ic metrics7 '6

1.) ?umber o& 4hanges imp(emente! !uring the perio!) in tota( an! 4I #.) ?umber o& 4hanges backe! out) b" reason '.) ?umber o& Cnown Brrors c(eare! +.) ?umber o& 4hange Management sta&& training recor!s comp(ete an! up to !ate .hich o& these are va(i! per&ormance in!icators &or the 4hange Management 1)# an! ' #)' an! + 1)# an! + 0((

1;#.) .hich o& the &o((owing is ?OT a responsibi(it" o& the 8e(ease Management process /istributing so&tware The ph"sica( aspects o& so&tware contro( 9e(ping to !etermine the so&tware re(ease po(ic" Bnsuring that the 4M/B entries concerning so&tware 4Is are veri&ie!

1;'.) .hich is the correct combination o& the concepts o& Service Management 1.) 8isks #.) 8e(iabi(it" '.) Thresho(!s +.) 8o((Houts 0.) 4apacit" Management B.) 8e(ease Management 4.) 0vai(abi(it" /.) IT Service 4ontinuit" 5(anning

1HB) #H0) 'H/) +H4 1H4) #H0) 'H/) +HB 1H/) #H4) 'H0) +HB 1H4) #H/) 'HB) +H0 1;+.) One o& 8e(ease ManagementEs tasks is to set up the /9S. .hich o& the &o((owing statements best !escribes the /9S 0 /9S is a number o& ph"sica( (ocations where base(ines are store! The /9S is a too( &or re(easing har!ware into the (ive environment 0 /9S is an area set asi!e &or the secure storage o& !e&initive har!ware spares 0 /9S is a !atabase in which a(( the !e&initive har!ware 4on&iguration Items are store! 1;1.) 5rob(em Management inc(u!es severa( core activities. .hich one o& the &o((owing most accurate(" summari*es them 5rob(em 4ontro() Brror 4ontro() Management 8eporting ':

I!enti&ication) 4ontro() Status 0ccounting) Aeri&ication Inci!ent 4ontro() Severit" 0na("sis) Support 0((ocation) 8eporting I!enti&ication) Severit" 0na("sis) Support 0((ocation) Investigation 1;2.) One o& the objectives o& 5rob(em Management is to minimise the impact o& prob(ems on IT Services. .hich one o& the &o((owing is ?OT a responsibi(it" o& 5rob(em Management Maintaining re(ationships with Thir!H5art" supp(iers .orking with 0vai(abi(it" Management to ensure agree! (eve(s o& service avai(abi(it" CnownHBrror management 0(wa"s taking contro( o& !i&&icu(t inci!ents 1;6.) .hich o& the tasks be(ow is regar!e! as proactive 1.) 4ontro( o& Cnown Brrors #.) 8eviewing Inci!ent G 5rob(em ana("sis reports to i!enti&" tren!s '.) 5reventing 5rob(ems in one service &rom being rep(icate! in another +.) I!enti&"ing the root cause o& Inci!ents 1 an! + 1)# an! ' # an! ' 1 an! ' 1;:.) The primar" responsibi(it" o& Inci!ent Management is7 Ceeping customers in&orme! about &uture prob(ems Matching Inci!ents with Cnown Brrors 8estoring the service &o((owing an Inci!ent 8aising mu(tip(e Inci!ents to 5rob(em Management 1;;.) The Service /esk is in&orme! that a user has &orgotten her passwor! a&ter her ho(i!a". This on(" a&&ects the one user. The Service /esk an! the user are both aware that so(ving this Inci!ent wi(( on(" take a &ew minutes. From the above in&ormation) "ou wou(! sa" that7 Impact is high 5riorit" is high @rgenc" is high ?othing can be sai! about the Impact) 5riorit" or @rgenc"

#<<.) 4onsi!er the &o((owing metrics7 1.) ?umber o& Inci!ents c(ose! without onwar! re&erra( #.) ?umber o& Inci!ents categori*e! at (ogging '.) ?umber o& 9ar!ware &au(ts reporte! ';

.hich o& these are va(i! per&ormance in!icators &or the Service /esk 0(( 1 an! # 1 an! ' ?one

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Question 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50

Answer A B A C B C C B B A B B ALL C C D C A B D C A D B A B D B C B B C A D B B C B A D C A A B B C C C B A

Question 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

Answer A A B D B B D B D C B B B A,B,E,F D A C C B A A A B A A C B A C A B D C A C D C A B A C A B C B D B C C B

Question 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150

Answer A A D C C A D B A C C B A C A A B B B C A C D D B D D B A A D C A B B C D A B C A C D C D D A C D C

Question 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200

Answer A C B D B A C B C B C A B B A A B C C A C B D A,C A B A C D A B C D C B D B D A D C D C C A D C C D B

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