Soon online sample ITIL Foundation Exams on the ITIL Weblog

One of the desires of the ITIL Weblog is to provide free online sample exams for you guys.

As a test of a new plugin I provide you the first online quiz. Remember: it’s just a test. The real quizzes will show up soon. It contains 30 questions so far. Let me know in a comment if you like it. The last 10 questions will be added soon. Good luck guys. (If you find any error then let me know.)

Which of the following is NOT an attribute of a hardware CI?

Number of items
What it costs
A supplier’s part number
A manufacturer’s serial number

Which of the following are likely members of the Change Advisory Board?

Problem Manager
Change Manager
Customer representatives
All of them

Which of the following is most involved with the: Incident – Problem – Known Error – Change lifecycle?

Service Support
Service Management
Service Delivery
Customers Services

Which of the following statements best describes the level to which CIs would normally be broken down:

The lowest possible level.
The level at which they will be independently installed, changed or replaced.
The level which best facilitates the identification of the root cause of all System incidents
The level at which it is possible to identify the suppliers of all sub-components

A good Incident Management process will:

Ensure that error corrections are treated as urgent changes
Diagnose the underlying cause of incidents quickly
Restore normal service operation as quickly as possible following an incident
All of the other answers

Service Desk staff need:

A good telephone manner
Some technical appreciation of the supported services
Awareness of the likely business impact of service incidents

1 & 2
1, 2 & 3
2 & 3
1 & 3

Which of the following list will NOT have a direct impact upon IT capacity?

An increase in network bandwidth available
A reduction in transactions processed
A reduction in the number of files to be stored
An increase in the cost per transaction

Which of the following can be OMITTED from an urgent software release in exceptional circumstances?

Undertaking full testing
Updating the CMDB
Incrementing the version number
Putting the amended version in the DSL

Which of these is NOT a purpose for which Service Capacity Management information can be used?

DSL control
Systems throughput calculation
Network performance analysis
Demand Management

The primary responsibility of Incident Management is:

Keeping customers informed of future problems
Matching incidents with known errors
Restoring service following incidents
Raising multiple incidents to Problem Management

Which of the following is NOT a valid charging policy?

Cost recovery
Activity based costing
‘Cost plus’ pricing
Market rate

Which of the following activities is NOT the responsibility of Problem Management?

Coordinating major problem reviews
Determining the root cause of incidents
Providing management information on incidents, problems and known errors
Implementing error resolutions

In which of the following circumstances is requesting an urgent change justified?

Only one small component requires changing and it is unlikely to affect any other components
The CAB meeting has been cancelled because most of the members are unavailable at the time previously agreed
The supplier has advised that previous versions will not be supported very much longer
The change is needed to correct an error on a business critical system

Which of the following is necessary in order to start IT Services Continuity Planning?

Include continuity measures in Change Management procedures
Identify appropriate countermeasures
Conduct a business impact analysis
Establish a contract with an intermediate recovery provider

By introducing budgeting and accounting for IT services, which of the following will be a DIRECT benefit?

Better value for money
Clearer charging policies
Improved financial forecasting
Higher quality support

Which of the following is NOT a technique usually associated with Availability Management?

Auto error detection
Duplexing
Analysing data
Queuing theory

Which is the correct sequence of events for describing an incident lifecycle after the incident has occurred?

Detection, Repair, Recovery, Restoration, Diagnosis
Detection, Recovery, Repair, Restoration, Diagnosis
Detection, Diagnosis, Recovery, Repair, Restoration
Detection, Diagnosis, Repair, Recovery, Restoration

Which is the correct combination of concepts and Service Management processes?

1	Vulnerability	A	Availability Management
2	Maintainability	B	Capacity Management
3	Resource	C	Problem Management
4	Impact	D	IT Service Continuity Planning

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

Consider the following:

Details of a CI must be entered into the CMDB after it is added to the live environment
A CI consists of a number of component CIs

Which of the above statements is true in all cases?

Both 1 & 2
Neither
Only 1
Only 2

Consider these statements:

Service Capacity Management should ensure that the type, pattern and typical resource requirements of all services is understood
Undertaking Service Capacity Management is sufficient to ensure that the performance difficulties never arise

Which of these statements is/are correct?

Neither
Both
Only 2
Only 1

The Change Management function is NOT responsible for:

Scheduling a change to the network
Ensuring that a change to an application is prioritised
Ensuring that the impact of a change to hardware is fully assessed
Implementing the release of a software change

Impact assessment is NOT normally part of which of the following processes?

Problem Management
IT Service Continuity Planning
Incident Management
Service Level Management

Which of the following will NOT be provided by a good Service Desk?

Reduced requirement for IT knowledge throughout the user community
Effective correction of the root cause of incidents
Early warning of potential business IT operational failures
Keeping customer’s informed

A properly implemented and tested IT Service Continuity Plan can help business continuity by:

Planning the implementation of new services at times that don’t impact the business
Enabling a speedy recovery of service after a disaster
Reviewing trends in incidents and planning to avoid repetition
Having planned maintenance tasks that reduce the likelihood of incidents

The Service Desk is unable to deal with a customer’s enquiry. What action should they take?

Log the details and inform the customer of the incident number. Tell them someone will contact them within an agreed time with an update. Retain ownership of the incident but refer to appropriate second line support group. Monitor progress and keep cust
Tell them to ring back if it happens again
Log the details and inform the customer of the incident number. Suggest they ring back if they have not heard within 48 hrs
Suggest the customer contacts a third party

An overhead would normally be regarded as which of the following?

An indirect cost
A discounted charge
A direct cost
The market price

Which of the following best describes why an SLA should contain definitions of terms?

To ensure that anywhere there is a measurement required within the SLA then it is realistically measurable
To ensure that both the customer and IT can unambiguously understand the terms in the SLA
To make sure that all clauses in the SLA make sense
To ensure that the customer’s understanding of a particular term is the one meant in the SLA

Which of the following IT Service Continuity measures is likely to be the most appropriate for 24x7 business critical system running on a mainframe?

Cold standby facility to be located in the car park
Reciprocal arrangement with a local company
Hot standby at a site some distance away
Dormant contract with a mainframe supplier

From a well-informed User’s perspective, which of the following is a likely sequence in the management of a service failure?

Incident Management, Change Management, Release Management, Problem Management
Incident Management, Problem Management, Release Management, Change Management
Incident Management, Problem Management, Change Management, Release Management
Change Management, Incident Management, Problem Management, Release Management

Which of the following would NOT normally be discussed in a typical service review with a customer?

Authorisation for changes to the service
Service performance trends
Corrective actions to be taken
Customer satisfaction with the service

Which of the following need NOT be recorded as part of a Change Record?

The scheduled implementation date
Some details of the back-out plan
Any CAB recommendations
The names of the CAB members

Problem Management includes several core activities. Which one of the following most accurately summarises these?

Problem control, error control, management reporting
Identification, control, status accounting, verification
Incident control, severity analysis, support allocation, reporting
Identification, severity analysis, support allocation, investigation

Which of the following is NOT the responsibility of the Release Management process?

Distributing software
The physical aspects of software control
Helping to determine the software release policy
Ensuring that CMDB entries concerning software CIs are verified

Which of the following statements is true?

Service Level Agreements are between user departments and technical support providers and are written in business language
Operational Level Agreements are between internal service providers and may be written in technical language
Operational Level Agreements are between Service Level Management and external providers and are written in business language
Service Level Agreements are between user departments and Service Level Management and are written in technical language

The prime responsibility of Availability Management is:

To understand the behaviour of CIs
To deliver a level of availability that enables customers to satisfy their business objectives
To negotiate and manage support contracts for hardware and software
To manage security and serviceability of all IT services

Status Accounting is an important part of which process?

IT Financial Management
Change Management
Incident Management
Configuration Management

Which of the following statements is true?

Physical copies of all CIs are stored in the DSL
The DSL contains source code only
Release Management is responsible for managing the organisation’s rights and obligations regarding software
A change may only be developed from non-definitive version of software in the case of an urgent release

Which of the following statements is FALSE?

Charging is required in order to cost IT services
Budgeting and accounting for IT services is essential for effective Service Management
It is better to budget and account for IT services before implementing charging
Charging may lead to the recovery of costs

Which of the following list will NOT have a direct impact upon IT capacity?

An increase in network bandwidth available
A reduction in transactions processed
A reduction in the number of files to be stored
An increase in the cost per transaction

When writing an IT Service Continuity Plan it is essential to prepare for a return to normal working. Which of these is it essential to include in the section of the plan that deals with the return to normal working?

Removal of data from standby equipment
A list of contacts for the emergency suppliers
Bonus payments for staff involved in the disaster
Creation of an updated version of the IT Service Continuity Plan

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