ITIL Foundations certification exam prep questions

1.
) IT Service Management using the ITIL Framework is more important than achieving the Business
Objectives?
I disagree with this statement
I agree with this statement
I need to check with my Manager
2.) The “end user” according to the way ITIL defines it is the person or group who uses the IT service.

ITIL does not define the term end user
3.) ITIL focuses on people, organization and technology?

4.) Your manager has asked you to investigate better ways to get to understand what the business
requirements are for IT. Which of the following processes are you going to use?
Service Desk
Incident Management
Service Level Management
Availability Management
5.) Once we have our ITIL processes in place there is no need to worry about how we do things. The
ITIL processes will take care of everything.

6.) Of the following what would be the best definition of IT Service Management?
Maintenance of technical infrastructure to ensure customer expectations are managed
and met or exceeded.
Creation of best practice processes that are repeatable and ensure all staff have a
common understanding of terms to be used.
Proper use of People, Process and Technology to ensure IT Service Delivery
matches Business requirements in an efficient and effective manner.
1
7.) List the Service Support processes and the one Functional area:
Service Desk, Release, Incident, Availability, Configuration, Change
Service Desk, Release, Incident, Problem, Continuity, Change
Service Desk, Release, Incident, Problem, Configuration, Change
Help Desk, Release, Incident, Problem, Configuration, Change
8.) Which are the Service Delivery processes?
Availability, Incident, Change, Release, Configuration

Availability, Capacity, Financial Management for IT Services, IT Service
Continuity, Service Level Management
Financial Management for IT Services, Configuration, Availability, Service Level
Management
IT Service Continuity Management, Service Desk, Change, Service Level
Management, IT Service Continuity Management
9.) The “customer” according to the way ITIL defines it is the person or group who pays for the IT
service
ITIL does not define the term customer
10.) Quality – what are the 4 steps of a CONTINUOUS IMPROVEMENT quality life cycle?
PLAN, DO, CHECK, ACT
DO, MANAGE, PLAN, UPDATE
CHECK, ACT, ACTION, ACTIVITY
ACTION, STRATEGY, MANAGE, MOTIVATE
11.) The ITIL processes, defined in the Service Support and Service Delivery sets don’t have any overlap
or interfaces to each other?
True
False
12.) Consider the following
i) Enables the organisation to predict the money required to run the IT service
ii) Reduces the risk of overspending
iii) Ensures that actual spend can be compared with predicted spend
Which is the most appropriate description of these functions?
2
Charging
Budgeting
Accounting
Billing
13.) ITIL is actually a collection of material (the L stands for Library). There may be debate over the exact
scope of ITIL, but for most purists these areas, comprise ITIL. We tend to consider ITIL as only being
Service Delivery and Service Support. These two are at the core of ITIL and what we focus most of our
attention on. What are the major parts of the IT Infrastructure Library?
Security Management
ICT Infrastructure Management
Service Support & Service Delivery
Applications Management & Software Asset Management
Planning to Implement Service Management
The Business Perspective
14.) Which of the following is not a process within the Service Support set?
Incident Management
Release Management
Service Desk
Configuration Management
15.) What is the name of the first level of globally recognized certification for an individual in IT Service
Management?
ITIL Practitioner
ITIL Managers
ITIL Foundations
ITIL Best Practice Expert
16.) ITIL works only with in the following situations.
Large, multi-national organizations

Smaller business that have the flexibility to adopt quickly
New businesses building IT from the ground up
Like any good methodology ITIL is totally scalable. The practices and principles
of the framework apply equally to any of the other answers
17.) When you are going to introduce ITIL into your organization, you should just rush into it without any
planning or thought
Planning is only required for major implementations
3
This is a correct statement
This is an incorrect statement
The level of planning is not my concern
18.) There are two examination agencies that provide exams in IT Service Management - EXIN and ISEB.
True
False
19.) The _____ business function is the most critical thing that a particular process delivers
crucial
vital
main
critical
20.) Of the following which best suits the following phrase? The _____ is a strategic concept that
stipulates the future direction of the company
outline
goals
plan
vision
21.) What is the name of the Global user community that brings people together to talk about IT Service
Management?
ISACA
ISO
itSMF
Microsoft
22.) The owner of the ITIL framework is the Office of Government Commerce (OGC) in England
True
False
23.) Which of the following is not an ITIL process within the Service Delivery set?

IT Service Continuity Management
4
Service Capacity Management
24.) When you put ITIL processes in place you need to change the way that the organization is arranged
True
False
25.) Would you agree that the following set of words is a fair description of the elements that define a
process? Goal, Inputs, Activities, Outputs, Metrics
True
False
26.) On a file server, what is the name of the average amount of time between the recovery point of one
incident until the next incident occurs?
MTBSI
MTBF
MTTR
Response Time
27.) Of the following which is most likely NOT to be an input for the Change Management process?
Forward Schedule of Changes

RFC
CMDB information
Incident Information
28.) Which of the following is NOT a sub-process of the Capacity Management process?
Business Capacity Management

Financial Capacity Management
Resource Capacity Management
29.) What should be the first point of contact for end users when trying to get help from the IT support
people?
Service Desk Process

Incident Management Function
Service Desk Function
Problem Management Process
5
30.) Of the following which can be called Infrastructure?
1. Applications
2. Software
3. Hardware
4. Documentation
5. Agreements
None of the above

All of the above
2 and 3
1, 2 and 3
31.) You are discussing ITIL with a friend. He tells you that the Configuration Management and Service
Level Management processes are the most important for any organization.

32.) Of the following what are activities of the Service Desk?
1. To act as a single point of contact for Customers and end users.

2. To facilitate the restoration of normal operational service with minimal business impact on the
Customer within agreed service levels and business priorities.
1
2
1 and 2
33.) Evaluation and audit is part of the security management process?

6
34.) How frequently should CAB and CAB/EC meetings be held?
Daily
Weekly
Monthly
As required
35.) When you are part of a Service Delivery organization you should only care about making sure your
area is working well. It isn’t your problem if another area is failing

36.) Match these Problem Management activities to their descriptions:
1.) Problem control

2.) Error Control
3.) Proactive prevention of problems
a.) the act of identifying and recording errors, along with their assessment, monitoring, resolution and
closure
b.) the act of identifying and recording problems, along with their classification and initial
investigation/diagnosis
c.) the act of monitoring trends, targeting preventive action and conducting major problem reviews
1-a, 2-b, 3-c

1-b, 2-a, 3-c
1-c, 2-a, 3-b
1-a, 2-c, 3-b
37.) The major challenge facing organizations is not aligning IT service delivery with business needs, but
making sure we have the best technology in place?
Yes, technology is still the most important part of IT Service Delivery

In every organization technology is a crucial aspect of delivery of services
No. technology concerns while complex are not more important than meeting
customer expectations
38.) Of the following which is NOT part of Service Level Management?
Service Level Requirement

Service Desk
Service Catalogue
Service Improvement Plan
7
39.) I _____ with the premise that the major challenge in delivering good IT Service is NOT technology; it
is the lack of repeatable processes
agree
disagree
40.) Which of the following statements is true?
1. IT Service Continuity Management must support the Business continuity plans.

2. Immediate recovery systems are typically the most expensive to implement.
3. No organization can afford to “Do Nothing” when a disaster strikes IT
1
2
1, 2 and 3
1 and 2
41.) You must use the most skilled people on the Service Desk, so that they can provide very high level
support to the end users.

I agree with this statement if we are setting up an expert level Service Desk
I disagree with this statement as these skilled people would become bored very fast
42.) Which would NOT be a task for the Service Desk?
Managing the change to an application

Establishing user accounts
Checking back ups have run successfully
Granting user access to low security data
43.) A simple form of measuring basic availability is to measure the proportion of time that a unit or
component is available for use within the agreed service time

8
44.) What is the name of the average amount of time between one incident occurring and the next incident
occurring?
MTBF
MTBSI
MTBF + MTTR
MTTR
45.) The Service Desk is ONLY responsible to act as the first point of contact for end users

46.) A new application has been released across the organization. The application was not properly tested.
When all the staff come in for work after the weekend they are unable to get access to the new
application. Which process will FIRST notice the effect of this?
Service Desk
Problem Management
Incident Management
Release Management
47.) You have to send an e-mail to your colleagues about the definition of Problem Management. Which
of the following descriptions would you select?
Problem Management is about classifying incidents into related problems

Problem management seeks information from Configuration Management regarding
the technical nature of the infrastructure
Problem Management aims to get to the root cause of Incidents and then initiate
actions to improve or correct the situation
Problem Management is an activity that is only performed periodically and not each
day
48.) You have been asked to send some information about the services you provide to a customer in
another city. Which document do you need to send them?
Operational Level Agreement

Underpinning contract
Service Catalog
Service Level Agreement
49.) You are on the evaluation panel looking at purchasing some new Service Management tools. An
argument develops that the CMDB cannot be used by the Service Desk and Problem Management
process owner.
9
I agree, the CMDB is only for tracking information about CI’s
I disagree; the CMDB can be used for incidents and problem tracking. In fact, it
makes sense to do this
50.) The DSL is a term that describes a logical concept that includes physical storage locations and file
stores of information.

51.) You have been asked by the Service Level Manager to discuss the costs of upgrading the Wide Area
Network to allow for a new group of employees who are moving into an office in a near by city.
Which two processes will you need to consider at first?
Financial Management for IT Services and Capacity Management

Service Level Management and Capacity Management
Incident Management and Change Management
Change Management and Availability Management
52.) You are listening to a presentation on Capacity Management. The presenter lists the following
activities for this process. Do you agree?
1. Modeling
2. Application sizing
3. Maintain the capacity plan
4. Provide reports on capacity
Yes
No
53.) Which is not part of the scope of Release Management?
Test Environment
Change Environment
Live or Production environment
Development environment
54.) Which of the following is not a part of Financial Management for IT Services?
Charging
10
Budgeting
Accounting
Procurement
55.) The ITIL Framework defines a series of best practice processes for the efficient and effective
management of IT infrastructure. Which of the following statements about the framework are correct?
1. The ITIL Framework describes the people who pay for the services delivered as users and those
who utilize the services as customers.
2. There are relationships between each process to every other process.
1
2
1 and 2
none
56.) You must publish a statement regarding the goal of change management. What is the best description
to use?
The goal of Change Management is to reduce the cost of introducing new systems
into the organization
The goal of the Change Management process is to ensure that standardized
methods and procedures are used for efficient and prompt handling of all
Changes
The goal of Change Management is to provide a forum for people to discuss their
future requirements with respect to new systems required
57.) You must present the customer with technical reports of system performance so that they can see that
they are getting value for money
Always
Never
Only when there is a system crash
If agreed with the customer as part of negotiation
58.) Your colleague can’t remember the ITIL name for the concept of providing something to get an end-
user up and running as quickly as possible. What is the proper name?
Incident
Workaround
Root Cause
Service Request
11
59.) The terms “big bang” and “phased” implementations are usually used by which Process?
Service Desk
Incident Management
Finance Management
Release Management
60.) There are two processes that are most closely aligned with introducing a Change into the
organization. What are these two processes?
Financial Management for IT Services and Availability Management
Capacity Management and Incident Management
Change Management and Release Management

Release Management and Problem Management
61.) You are in charge of putting an agreement in place between your organization and a supplier of
support services from outside your company. What is the name of the document that you must create?
Operational Level Agreement (OLA)
Underpinning contract (UC)
Service Catalog (SC)

Service Level Agreement (SLA)
62.) Consider the following two statements.
1. Serviceability aspects of supporting IT infrastructure are defined in an Operational level agreement

2. An Operational level agreement should come under the control of the Change Management
Of these statements which of the following applies?
12
1 and 2
none
63.) Configuration management has a number of goals. From the following list, which are goals for
Configuration Management?
1. Account for all the IT assets and configurations within the organization and its services
2. Provide accurate information on configurations and their documentation to support all the other
Service Management processes
3. Provide a sound basis for Incident Management, Problem Management, Change Management and
Release Management
4. Verify the configuration records against the infrastructure and correct any exceptions
None of the above
All of the above
1 and 2
1 and 3
64.) From the following list select four (4) items that you feel would be good Key Performance Indicators
for the process of Release Management.
Releases built and implemented on schedule
Number of threshold alarms exceeded
Very low number of Releases having to be backed out

Low number of failures during a build
No evidence of use of unauthorized software at any site
Number of change related incidents
65.) Monitoring is part of the Capacity Management process. It ensures that the utilization of each
resource and service is recorded. Which of the following measures is NOT something that we would
measure in this activity?
CPU utilization
% CPU per transaction type
number of logons and concurrent Users

user satisfaction levels
13
66.) Which of the following is true?
1. Financial Management provides costing information to SLM, for use in the Service Catalog
2. All costs must be charged to the end customer
1 and 2
none
67.) Which two processes along with Service Level Management are used to instigate a Service
Improvement Program (SIP)?
Problem and Capacity
Continuity and Availability
Availability and Problem

Incident and Financial
68.) As the Problem Management process owner you keep in very close contact with the Service
Desk/Incident Management process owner. You learn that the overall number of incidents has
decreased over the last 6 months. You want to send out a memo to all staff that explains how your
activities have led to this reduction. Will your manager give you permission to send this memo?
Yes, due to the Problem Management process Incidents will decrease
No, the lower number of incidents is due to better Incident management
Perhaps - it depends on many factors. As an example, perhaps we have been

losing staff over the last 6 months and they haven’t been replaced.
69.) You are responsible for making sure that there are sufficient application resources to a group of staff
that has been given a special project to complete. Which process are you involved with?
Capacity Management
Problem Management
14
70.) Of the following which are structures that should be considered when planning the Service Desk?
1. Local Service Desk

2. Central Service Desk
3. Virtual Service Desk
1, 2 and 3
1 and 2
1 and 3
2 and 3
71.) The primary characteristic of a Service Desk is that it:
Maintains ownership of an end-user issue through to completion
To always pass requests to other people for action
Manages user complaints regarding service levels

To be responsible for the IT budgeting activity
72.) The new employee asks you what the method of depreciating assets in the company is. You know that
an equal amount is written off the value of the asset each accounting period. What is this called?
Straight line method
Reducing balance method
By usage method
Incremental method
73.) From the following list which is the responsibility of the Change Management process
Identifying Components affected by Change and releasing new components into the
environment
Coordinating the activities associated with major system changes and monitoring
the progress of a change over time
Releasing new components into the environment and managing the Change Advisory
Board (CAB) meetings
15
74.) What is the name of the charging mechanism where no money is exchanged between the IT
Department and the customer?
Notional charging
Charge back
Cost plus pricing

Market rate
75.) Do you agree with the following statement?

The Configuration Management process owner gives permission for changes to be made to CI’s
No – I disagree; the Change Manager is the person who gives permission for
changes to go ahead. The Configuration Management process owner provides
information to the Change Manager regarding the impact that a proposed
change will have on the IT infrastructure
Yes – I agree. The Configuration Manager controls the information regarding CI’s. It
is therefore appropriate that this person grants permission for changes to proceed.
76.) What is it that determines how we will charge the customers of the IT Services?
The company accountant
The IT Manager
The charging policy

The senior business managers
77.) Of the following characteristics which are important for the Service Desk staff?
1. Good interpersonal skills

2. Telephone techniques
3. Writing techniques (letter, email, voice)
4. Active listening and questioning
5. Stress and complaint management.
None
All
1, 2, 3 and 5
1, 3, 4 and 5
16
78.) The Service Desk Manager is explaining to you that part of his job is to provide reports and metrics
regarding service response and resolution time to the Service Level Management process owner.
Do you agree with him or not?
79.) You have been asked to present at a meeting the purpose of the Definitive Software Library.
You quickly think back to your training. Of the following what is the best description of the DSL?
A storage place for documentation in the physically secure file server room
A CD robotic system that enables high speed access to source data of applications
The term used for the library in which the authorized versions of all software
Configuration Items (CIs) are stored and protected
Part of the software disposal process where master copies of software are placed for
12 months before they are destroyed
80.) Of the following which provides proper definitions of release types?
Delta Release is one part of one component, Full Release is All CI’s of one
component, Package Release is all components
Delta Release is all components, Full Release is all CI’s of one component, Package
Release is One part of one component
Omega Release is All components, Full Release is all CI’s of one component,
Wrapped Release is one part of one component
Package Release is all components, Full Release is all CI’s of one component, Urgent
Release is one part of one component
81.) An incident is closed once the workaround has been given to the end user?
82.) You have three IT components under your control. The maximum availability for these components is
99%, 85% and 97%. There is one other component that affects availability, but it is not controlled by
you – the availability of the other component is 90%. Of the following statements which is correct?
Availability cannot be measured as some items are not under our control
Availability is calculated by adding all the percentages up and dividing by the number
of components
17
The availability calculation is performed as part of the Service Desk process
Availability is calculated as the product of the individual availability on all
components irrespective of who is in control of the components
83.) Of the following which is not an area of interest for the Configuration Management process?
Identifying IT Components
Recording IT Components
Checking IT Component Availability
84.) Of the following which is best NOT to include in the Service Catalog?
The names of the people involved
Service Description
Prices
Functional description
85.) The percentage of Service Requests closed without requiring further action is an effectiveness
measure of:
Problem Management
Service Desk
Incident Management
86.) Status accounting is an important part of which process?
Financial Management for IT Services

Change Management
Incident Management
18
87.) You have an unlimited budget to build the ITSCM process within your organization. What should
you do?
Purchase the latest technology

Don’t spend all the money so you’re manager gives you praise
Study the Business Continuity requirements
Set up a intermediate recovery site
88.) The risk manager of the company sends you an e-mail asking you to explain the goal of Capacity
Management. Which is the best reply to send?
To ensure that all the current and future capacity and performance aspects of
the business requirements are met cost effectively
To fill in the CDB
To provide accurate reporting on the usage of CPU cycle time on critical resources
To measure the impact the lack of performance of IT will have on users in the short
term
89.) What is the name of the database where we would store information about Configuration Items?
The Asset tracking database

Configuration Management Database
Capacity Management Database
Availability Management Database
90.) Consider the following information:
1.) Type identifier

2.) Unique identifier
3.) Version number
4.) Copy number
Which of these should be recorded about every CI in the CMDB?
1 and 2
1 and 3
2 and 3
All
91.) Of the following which is NOT an ITIL defined SLA structure
19
Service based SLA’s
Customer based SLA’s
Component based SLA’s
Multi-level SLA’s
92.) You are asked to make changes to the CMDB so that information of IT users, IT staff and different
business departments can be stored. Would you question this request or is it a reasonable thing to ask?
Yes, such information can be stored in the CMDB

No, we don’t hold information about people in the CMDB
The decision depends on the suitability of the database selected
93.) ITSCM should be planned in isolation from the business requirements

94.) Of the following which is NOT an activity of Availability Management?
To optimize the level of availability of infrastructure

Create and maintain an Availability plan
Identify unrecorded Configuration Items
Over time work to reduce the number of availability related incidents
95.) You are asked to make changes to the CMDB so that information regarding services can be stored
and linked to IT components. You are also asked to make sure that you can record information about
critical documents (such as SLA’s, Service Catalogue). Would you question this request or is it a
reasonable thing to ask?
No, we don’t hold information about documentation and services in the CMDB
Yes, such information should be stored in the CMDB
The decision will be made by a programmer who will determine if the database is
capable of holding such information
96.) Of the following names which is not an appropriate name for the Service Desk?
1. Call Centre
20
2. Help Desk
3. Customer Hot Line
None – you can only use Service Desk

Call Centre can only be used in low skill, high volume situations
Help Desk can be used when the people answering the phone are called Help Desk
operators
All the names are fine. It doesn’t matter what it’s called, it’s the activities &
procedures that are important
97.) Your manager asks you to explain the purpose of Financial Management for IT Services. Of the
following which is the best answer?
Financial Management is simply knowing how much we are going to spend next
financial year
Financial Management is the good management of the IT monetary resources of
the organization
Financial Management includes charging the customer for everything service we
provide
Financial Management is all about keeping the organization accountants happy
98.) One of your main suppliers approaches you to discuss an arrangement of sharing facilities to be used
in times of disaster. What type of arrangement will you be discussing?
Immediate arrangement
Intermediate arrangement
Reciprocal arrangement
Manual work around
99.) Who is the best person to approach to find out information on the rate of change of Configuration
Items (CIs)?
Capacity Management process owner

Change Management process owner
Configuration Management process owner
100.) The availability of an IT service is calculated by looking at the one component that has the lowest
overall ability.

101.) The primary difference between the ITIL process of Configuration Management and Asset
Management is:
Configuration Management tracks the effect that Configuration Items (CI’s)
21
have with the Business – their relationships
Asset Management is a spreadsheet of hardware items held by the company
You must have asset management in place before you can start the Configuration
Management process
102.) By using the ITIL Framework we can expect to see a variety of benefits to the organization, as the IT
department introduces the best practice processes. Which of the following is the most likely benefit
the organization will see?
Higher flexibility and adaptability is likely to exist within the services

A better IT procurement process leading to direct cost savings
Changes to the functional arrangement of the IT organization
103.) Data is stored about items held in the DSL and the DHS. Where is this information stored?
CDB
FSC
SIP
CMDB
104.) You notice increasing complaints from most sections of the business regarding response time to
simple transactional activities. The Capacity Manager has explained that the current resources are
over-utilized during the weekdays at 09:30 to 11:30 and 14:30 to 16:00.
You have been asked to review ways to encourage business unit managers to defer non-essential, high
intensity processing activities until after normal business hours.
Of the following which is the most likely way to help achieve this outcome?
Establish a committee to review current practices

Increase the number of staff working after hours
Introduce a Differential Charging Policy
Add Penalty clauses to SLA’s
105.) You work on the Service Desk. You have noticed that every Monday morning you receive a lot calls
regarding the unavailability of an application. Which process will benefit the MOST from learning
about your findings?
Change Management
Problem Management
Incident Management
22
106.) ITIL is
Just a set of books – a library

Clear processes that guarantee success
The way that an IT department should be organized
A guaranteed money saver with higher customer satisfaction levels
107.) Which of the following need NOT be recorded as part of a Change Record?
Scheduled implementation date

Back-out Plan
Any CAB recommendations
The names of the CAB members
108.) Of the following, which is not an activity or sub-process of the Capacity Management process?
Business Capacity Management

Financial Capacity Management
Resource Capacity Management
109.) As the Change Manager you are responsible for reviewing proposed changes that are presented to
you. You are not sure if you should record the number of changes that you reject.
You are told that by recording the number of rejected changes you can provide better metrics on this
process area.
Do you agree with this statement?

110.) The procurement department of an electronics manufacturing company has recently signed a contract
with a new supplier of Personal computers. The first new machines arrive and all applications used in
the company must be tested on the new machines. The manufacturing company has a well structured
production and test environment.
Which process authorizes the rollout of the new machines to the users?
Release Management
23
Change Management
111.) Once Release Management has completely tested a minor change to be integrated into the live
environment, then the rollout can begin. Do you agree with this statement?
Yes, release management is in the best position to authorize the roll-out to start
No, the change manger has to give the authority as there may be other factors that
require the release to be halted
If the Release Policy states that the release manager can authorize minor change
rollouts, then the work can begin without going to the Change Manager
112.) Which of the following statement is incorrect
Problem Management may be involved when a major change occurs

The Service desk monitors problems throughout there lifecycles
Problem Management is responsible for managing the resolution of problems
Problem Management is responsible for error control
113.) The successful diagnosis of a problem results in a known error. On the basis of this known error a
request for change may be raised. The known error record may be closed when:
A review of the change has led to a satisfactory result

The proposal for the change is lodged with Change management
The request for a change is authorized by the Change Advisory Board
Incident related to the known error don’t occur any more
114.) A known error occurs when:
An error has occurred several times and has been passed to Problem Management
An error has occurs that has not been diagnosed and for which a circumvention does
not yet exists
A problem has been diagnosed and a resolution or workaround exists
The resolution of a problem has been implemented
115.) There is a network incident that affects 200 users. At the same time the Managing Director's printer
has broken and he wants to print a report now. Which of the following statements can be deduced
from this information ?
There is an insufficient information to determine which incident has the higher
24
priority
The MD's printer must be fixed because of the higher business impact
Both incidents have an equally high priority
The network incident has a higher priority than the MD's printer because it affects a
lot more people
116.) Consider the following situations:
1. An incident impact exceeds the downtime stipulated within the SLA.

2. The business impact of a incident changes due to unforeseen circumstances
3. The number of users impacted is greater than first thought.
4. A senior manager in the customer's organization complains about the lack of progress being made
on a particular incident
Which of the above could be valid reasons for the Service Desk to invoke escalation procedures ?
All
2, 3 and 4
None
1, 3 and 4
117.) Which of the following is NOT part of the role of the Service Desk?
Providing support to the user community

Resolving the root causes of incidents
Acting as day to day interface between IT services and users
Monitoring the progress of incidents
118.) A new service is to go live tomorrow. Which of the following should be available at the Service
Desk?
1. The Service Level manager to take the heat out of any angry confrontations very quickly
2. Scripts
3. The appropriate change schedule.
4. Network specialists
1 and 4
2 and 3
1,2 and 3
All
119.) A Service Desk is suddenly inundated with phone calls from customers who cannot work any more.
After questioning callers it soon becomes clear that an important system on a central UNIX server
has failed. For which of the following actions is the Service Desk NOT responsible?
25
The categorization of incoming calls
Identifying the cause of failure
The prioritization on incoming calls
The escalation of the incidents
120.) Following the release of a software upgrade to fix a known error, which area is responsible for
ensuring that the CMDB is updated correctly?
Change Management
Problem Management
Release Management
121.) A configuration management database (CMDB) can contain different configuration items (CIs).
Which of the items below would NOT normally be regarded as a CI?
A user name
A video monitor
A brought in software package
A procedure
122.) A delivery of PCs is received in the goods inwards department. The status of the PC's has to be
changed from "ordered" to "in stock". Which process is responsible for recording this change of
status?
Financial Management for IT Services

Problem Management
Change Management
123.) Change Management ensures that scheduling decisions are based on:
1. Urgency
2. Impact
3. Resource
1 and 2
2 and 3
1 and 3
All
26
124.) When can the building, testing and implementation of a change begin?
If it is urgent, as soon as the Request for change has been classified.

As soon as there is a back-out plan for the change
As soon as the impact analysis has been discussed by the members of the Change
Advisory Board
As soon as the Request for Change has been formally authorized
125.) In which cases must change review take place after implementation of a change?
If another incident of the same type occurs again

Always
At the request of the person who submitted the change request
Randomly
126.) Which of the following activities is NOT the part of the release process?
Moving software from the DSL to the development environment

Moving software from the DSL to the live environment
Moving software from the development to the test environment
Moving software from the live environment to the DSL
127.) The words Delta, Full and Package describes different types of release. Which one of the following
statements is true?
A package release always contains hardware and software

Urgent changes are always Delta releases
A Delta Release is only ever part of a package release.
A Full release releases the normal release unit into the live environment
128.) ITIL has gained worldwide acceptance courtesy of three critical factors - select the correct three:
itSMF, CCTA, IRM Accelerator

Public Domain Framework, Best Practices Framework, Widely Available
Education
Public Practices Framework, Best Domain Framework, Widely available education
129.) Release Management staff do NOT carry out:
The planning of changes of software and hardware

The distribution of software’s to remote location applications
The testing of softwares to eradicate errors
The release and implementation of software’s into the live environments
27
130.) Which of the following is NOT a Problem Management Responsibility?
Ownership of an Incident throughout its lifecycle

Investigation and Diagnosis
Raising Requests for Change
Maintenance of a Known Error DataBase (KEDB)
131.) A company has received messages concerning errors in the daily batch run which handles the
ordering of raw materials for the manufacturing process. This is probably due to an incorrect change
in the software. The changes involved extending the "stock number" field by two positions. This
change was also introduced in a monthly program that has not yet been run. The situation needs to be
corrected very quickly to avoid affecting manufacturing.
What is the best possible solution to be adopted by Problem Management when handling the error?
The errors are reported and, because the underlying cause is known, handled by
Change management as a request for the Change with the status of "urgent change”
The errors are reported as Problem at the Service Desk and , because manufacturing is
involved, are directly introduced as Changes
The errors are reported as Incidents to the Service Desk and after some research they
are identified as Known Errors, which can then be changed
The errors are reported as Incidents and a Problem is identified. After the cause
of the error has been established and a temporary Workaround found, it is
labeled as a Known Error that can be corrected by raising a Request for Change
132.) Which of these is NOT a technique used in Capacity Management?
Application Sizing
Demand Management
Root Cause Analysis
Load Balancing
133.) Which of the following is a responsibility of the Service Desk?
Keeping customers informed of progress on Incidents

Investigating the causes of incidents
Handling changes to correct incidents
Calculating the cost of dealing with incidents
28
134.) Following the deployment of a new software package, which process is responsible for ensuring that
the CMDB is updated?
Change Management
Release Management
135.) Consider the list below:
1. Application Sizing a) Capacity Management

2. Budgeting b) Availability Management
3. Security c) IT Service Continuity
4. Business Impact Analysis d) IT Financial Management
Which of the following pairings are correct?
1b,2c,3d,4a
1a,2d,3b,4c
1c,2d,3c,4a
1b,2c,3a,4d
136.) A ‘baseline’ is used in which process?
Change Management
Problem Management
Service Desk
137.) Kepner and Tregoe analysis is a technique used for?
Capacity Management
IT Financial Management
Problem Management
138.) Which of the following metrics is LEAST likely to be a valid measure of the efficiency and/or
effectiveness of a Change Management process?
29
The total number of changes arising in a month
The percentage of changes implemented within agreed target times
The percentage of changes that have to be backed-out
The average cost of processing a change
139.) Consider the following statements about an effective Availability Management process:
1.) Maintainability can help prevent failures occurring, thus potentially saving money and improving
service levels.
2) The Security aspect of Availability Management consists of three parts: Confidentiality, Integrity
and Automation
Which of these statements are correct?
Both
1
Neither
2
140.) Consider the following statements:
1. Charging is mandatory for all organisations.

2. Budgeting is the process of calculating how much money has been spent in the previous year, and
determining where exactly it has been allocated.
Which of the above statements is/are true?
Both
1
Neither
2
141.) Which of the following sequences is most likely to occur?
Incident – Problem – Known Error – Change

Problem – Incident – Known Error – Change
Change – Problem – Known Error – Incident
Change – Incident – Problem – Known Error
142.) Capacity Management is a balancing act between:
Cost versus Demand, and Capacity versus Supply

Capacity versus Availability, and Supply versus Sales
Cost versus Capacity, and Demand versus Supply
30
Capacity versus Contingency and Planning versus Resource
143.) Consider the following
i The members of the CAB are always members of the CAB/EC

ii The Change Manager is the only permanent member of the CAB/EC
iii The CAB sees and approves all RFCs
Which is correct?
iii
ii and iii
i and iii
ii
144.) According to ITIL:
Problem Management is under the control of Incident Management

Change Management is under the control of Configuration Management
Release Management is under the control of Change Management
Service Level Management is under the control of IT Service Continuity
145.) The main objective of the Availability Management process is to:
Deliver 100% availability to the business

Negotiate the availability requirements of the business with the clients
Ensure that the systems have the correct Capacity to supply the required availability
Deliver a cost effective and sustained level of availability that enables the
business to satisfy its business objectives
146.) Which of the following are assessed in a Risk Assessment Model in order to find out the
countermeasures needed?
Capability, Contingency and Impact

Assets, Services and systems
Confidentiality, Integrity and Availability
Assets, Threats and Vulnerabilities
31
147.) The DSL and DHS are controlled by which process?
Release Management
Change Management
148.) In Incident Management, Priority is usually a combination of:
Impact & Availability

Urgency & time recorded
Urgency & Impact
Workload & Resources
149.) Indirect Costs are made up of:
Hardware & Software

Marketing & Sales
Direct Costs + Cost Elements
Absorbed & Unabsorbed Overheads
150.) Which of the following is not a Configuration Item when talking about a PC?
Base Unit
Software Package
Serial Number
Monitor
151.) Which of the following is NOT a Service Support Process?
Service Desk
Problem Management
Incident Management
Change Management
152.) Consider the following lists
1) CMDB a) Change Management

32
2) CFIA b) Service Level Management
3) MTTR c) Configuration Management
4) CAB d) Availability Management
Which of the following pairings are correct?
1b, 2d, 3c, 4a

1a, 2d, 3b, 4c
1c, 2d, 3d, 4a
1b, 2c, 3a, 4d
153.) Which of the following is NOT an option for a type of Service Desk?
Local
Global
Central
Virtual
154.) An Operational Level Agreement is:
An agreement between the IT Department and its customers

A Contract between an IT Department and its Suppliers
An agreement between the Customer and the Supplier
An agreement between internal IT Departments
155.) An Immediate (Hot) Recovery occurs in:
24 to 72 Hours
Up to 24 Hours
72 Hours Plus
1 Week
156.) The Service Desk has taken a request for the installation of Windows XP in the Finance department.
Which two ITIL Processes would control and implement this request?
Change and Release

Service Desk and Configuration Management
Service Desk and Release Management
Incident and Change Management
33
157.) Which of the following is the responsibility of the Problem Manager?
Making sure that the initial Incident is logged

Allocating the priority to the RFC raised to resolve a problem
Developing and maintaining an Error Control system
Negotiating Problem Management Targets with the Customer
158.) Planning, Identification, Control, Status Accounting, Verification and Audit are activities associated
with which ITIL Process?
Service Desk
Financial Management
Problem Management
159.) A client would like to find out what the Service Hours are for the Finance System Service. Which
Document are they MOST likely to find this information in?
Capacity Plan
IT Service Continuity Plan
Service Level Agreement
CAB Minutes
160.) An incident is:
The unknown underlying cause

An event which causes an interruption to a Service
When the underlying cause is known
A Request For Change
161.) 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
34
Management
Incident Management, Problem Management, Change Management, Release
Management
Change Management, Incident Management, Release Management, Problem
Management
162.) Which best describes a DELTA Release?
Only those CIs that have actually changed since the last release
All components of the software are released together
A group of individual releases combined together
The fourth release in a series of releases
163.) Which is NOT a benefit that can be gained from implementing Capacity Management?
Optimisation of equipment and elimination of unnecessary spare capacity

Frequency and duration of IT failures is reduced
Deferred Expenditure and elimination of expensive Panic buying
More confident and improved forecasting of Capacity needs for an organisation
164.) Which part of the Change process can be left out in an Emergency Change?
Authorisation
Testing
Build
Change Review
165.) Consider the following statements
i) The IT Service Continuity Plan includes the Business Continuity Plan.

ii) The IT Service Continuity Plan ensures the survival of a Business by reducing the impact of a
disaster.
iii)The IT Service Continuity Plan should be tested on completion, after major changes, and at least
annually.
Which is true ?
All
None
i and ii
ii and iii
35
166.) Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling
times. On several occasions they have found that when a certain modem had been installed,
communication was unsatisfactory. A temporary solution to this was found. Which processes other
than Incident Management are involved in determining a long term structural solution?
Change, Configuration, Problem and Release Management

Configuration, Problem and Change Management
Change and Release Management
Change, Configuration and Release Management
167.) Which of the following is a list of typical cost elements?
Capacity, Availability, Equipment, Staff, Contingency, Overheads

Hardware, Software, People, Accommodation, External Services, Transfer
Hardware, Software, Staff, Systems, Vehicles, Networks
168.) Which ITIL process is considered to have Reactive and Proactive parts?

IT Service Continuity
Problem Management
169.) The Service Desk has received the following calls; a user in the finance department has got a blank
screen; a Manager cannot access a finance package, another user cannot retrieve his e-mail; the
Finance Director cannot print out his current finance report. Who would look for links between these
calls?
Incident Manager
Change Manager
Problem Manager
Configuration Manager
170.) With regard to the relationship between the Incident Management process and the Problem
Management process, validate the following statement. "A Problem CAN exist without a
corresponding Incident"
True
False
171.) Which of the following is not likely to be an input for the Change Management process?
36
RFCs
CMDB Information
Incident Information
Forward Schedule of Changes (FSC)
172.) Mean Time Between Failures (MTBF) refers to the mean elapsed time between the occurrence of an
Incident to the restoration of the Service:
True
False
173.) ITIL define 3 different types of Release. These include:
Complete, Medium, Small

Package, Medium, Full
Medium, Package, Complete
Delta, Full, Package
174.) Which of the following are examples of an "IT Service"?
Email
Oracle Database
Billing System
Local Area Network
175.) Your colleague is a Service Desk Manager in a fairly large organisation. He has asked you to assist
him in documenting the goal of the Incident Management Process. Choose the best statement
The primary goal of the Incident Management process is to restore normal

service as quickly as possible following loss of service
The primary goal of the Incident Management process is to minimize the adverse
impact of Incidents and Problems on the business that are caused by errors within the
IT Infrastructure
The primary goal of the Incident Management process is to ensure that standardized
methods and procedures are used for efficient and prompt handling of all Incidents
37
176.) Which of the following statements is incorrect?
Problem Management may be involved when a major incident occurs

The Service Desk monitors problems throughout their lifecycle
Problem Management is responsible for managing the resolution of problems
Problem Management is responsible for Error Control
177.) The successful diagnosis of a Problem results in a Known Error. On the basis of this Known Error, a
Request for Change (RFC) may be raised. The Known Error may be closed when:
A review of the Change has led to a satisfactory result

The proposal for the Change is lodged with Change Management
The RFC is authorised by the CAB
Incidents related to the Known Error do not occur anymore
178.) A known Error occurs when:
An error has occurred several times and has been passed to Service Management
An error occurs that has not been diagnosed and for which a work-around does not
exists
A Problem has been diagnosed and a resolution or work-around exists
The resolution of the Problem has been implemented
179.) What is the MAIN difference between a CMDB and a typical asset register?
A CMDB is a computerized system – most asset registers are not

There is no difference
More than just hardware is recorded in the CMDB
A CMDB is a DataBase that links it’s contents together
180.) Under an ITIL Change Management process, once a Change has been built, who should undertake the
testing?
Change Builder (Release Management)

Change Manager
CAB
An Independent Tester
38
181.) Which of the following statements are true?
The CAB should ensure that the proposed changes are assessed for:
1.) The likely impact on IT Service Continuity plans

2.) The effect of not implementing the Change
3.) The resources required to implement the Change
4.) The likely impact on capacity and performance
1,2 and 3
All
2,3 and 4
1,2 and 4
182.) Customers find that during acceptance tests, response times do not always meet the levels specified in
the Service Level Requirement. Nevertheless they decide to introduce the new application.
Which process is responsible for seeking the underlying cause of this shortcoming AFTER the “Go
Live”?
Application Development
Problem Management
183.) 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
184.) Which of the following describes the normal sequence of events for fault resolution?
39
Problem-Incident-Change-Known Error
Incident-Problem-Change-Known Error
Incident-Problem-Known Error-Change
Problem-Incident-Known Error-Change
185.) Which of the following will NOT be provided by an ITIL-based Service Desk?
Reduced requirement of IT knowledge throughout the user community

Effective correction of the root cause of incidents
Early warning of the potential business IT operational failures
Keeping users informed
186.) Which incidents should be logged by the Service Desk?
Only incidents not resolved at logging

Only incidents from bona-fide customers
All incidents except simple queries
All incidents
187.) The Service Desk has a number of core activities. Which of the lists below most closely represents
these activities?
Incident Management, direct user support, problem identification, delivery of

management information
Incident Management, informing users, direct user support, delivery of
management information
Incident Registration, to give support and to classify, to research and diagnose, to
escalate incidents, to solve and to repair
Incident Registration, to give support and to classify, to research and diagnose, to
solve and to repair
188.) 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
40
189.) Within an ITIL-compliant Change Management process, who decides on the categorisation of a
proposed change?
Change Manager
Change Advisory Board
Change Requestor
Change Implementor
190.) Consider the following statements:
1.) Effective Change Management ensures that urgency and impact are keys to decisions made on the
scheduling of Changes
2.) Change Management controls all aspects of the Change process
Which of these statements is true?
1
none
2
both
191.) Consider the following periodic metrics:
1.) Number of Changes implemented during the period, in total and CI

2.) Number of Changes backed out, by reason
3.) Number of Known Errors cleared
4.) Number of Change Management staff training records complete and up to date
Which of these are valid performance indicators for the Change Management?
1,2 and 3
2,3 and 4
1,2 and 4
All
192.) Which of the following is NOT a responsibility of the Release Management process?
Distributing software
The physical aspects of software control
Helping to determine the software release policy
41
Ensuring that the CMDB entries concerning software CIs are verified
193.) Which is the correct combination of the concepts of Service Management?
1.) Risks A.) Capacity Management

2.) Reliability B.) Release Management
3.) Thresholds C.) Availability
4.) Roll-outs D.) IT Service Continuity Planning
1-B, 2-A, 3-D, 4-C

1-C, 2-A, 3-D, 4-B
1-D, 2-C, 3-A, 4-B
1-C, 2-D, 3-B, 4-A
194.) One of Release Management’s tasks is to set up the DHS. Which of the following statements best
describes the DHS?
A DHS is a number of physical locations where baselines are stored

The DHS is a tool for releasing hardware into the live environment
A DHS is an area set aside for the secure storage of definitive hardware spares
A DHS is a database in which all the definitive hardware Configuration Items are
stored
195.) Problem Management includes several core activities. Which one of the following most accurately
summarizes them?
Problem Control, Error Control, Management Reporting

Identification, Control, Status Accounting, Verification
Incident Control, Severity Analysis, Support Allocation, Reporting
Identification, Severity Analysis, Support Allocation, Investigation
196.) One of the objectives of Problem Management is to minimise the impact of problems on IT Services.
Which one of the following is NOT a responsibility of Problem Management?
Maintaining relationships with Third-Party suppliers

Working with Availability Management to ensure agreed levels of service availability
Known-Error management
Always taking control of difficult incidents
42
197.) Which of the tasks below is regarded as proactive?
1.) Control of Known Errors

2.) Reviewing Incident & Problem analysis reports to identify trends
3.) Preventing Problems in one service from being replicated in another
4.) Identifying the root cause of Incidents
1 and 4
1,2 and 3
2 and 3
1 and 3
198.) The primary responsibility of Incident Management is:
Keeping customers informed about future problems

Matching Incidents with Known Errors
Restoring the service following an Incident
Raising multiple Incidents to Problem Management
199.) The Service Desk is informed that a user has forgotten her password after her holiday. This only
affects the one user. The Service Desk and the user are both aware that solving this Incident will only
take a few minutes. From the above information, you would say that:
Impact is high
Priority is high
Urgency is high
Nothing can be said about the Impact, Priority or Urgency
200.) Consider the following metrics:
1.) Number of Incidents closed without onward referral

2.) Number of Incidents categorized at logging
3.) Number of Hardware faults reported
Which of these are valid performance indicators for the Service Desk?
All
1 and 2
1 and 3
None
43
Question Answer Question Answer Question Answer Question Answer
44
1 A 51 A 101 A 151 A
2 B 52 A 102 A 152 C
3 A 53 B 103 D 153 B
4 C 54 D 104 C 154 D
5 B 55 B 105 C 155 B
6 C 56 B 106 A 156 A
7 C 57 D 107 D 157 C
8 B 58 B 108 B 158 B
9 B 59 D 109 A 159 C
10 A 60 C 110 C 160 B
11 B 61 B 111 C 161 C
12 B 62 B 112 B 162 A
13 ALL 63 B 113 A 163 B
14 C 64 A,B,E,F 114 C 164 B
15 C 65 D 115 A 165 A
16 D 66 A 116 A 166 A
17 C 67 C 117 B 167 B
18 A 68 C 118 B 168 C
19 B 69 B 119 B 169 C
20 D 70 A 120 C 170 A
21 C 71 A 121 A 171 C
22 A 72 A 122 C 172 B
23 D 73 B 123 D 173 D
24 B 74 A 124 D 174 A,C
25 A 75 A 125 B 175 A
26 B 76 C 126 D 176 B
27 D 77 B 127 D 177 A
28 B 78 A 128 B 178 C
29 C 79 C 129 A 179 D
30 B 80 A 130 A 180 A
31 B 81 B 131 D 181 B
32 C 82 D 132 C 182 C
33 A 83 C 133 A 183 D
34 D 84 A 134 B 184 C
35 B 85 C 135 B 185 B
36 B 86 D 136 C 186 D
37 C 87 C 137 D 187 B
38 B 88 A 138 A 188 D
39 A 89 B 139 B 189 A
40 D 90 A 140 C 190 D
41 C 91 C 141 A 191 C
42 A 92 A 142 C 192 D
43 A 93 B 143 D 193 C
44 B 94 C 144 C 194 C
45 B 95 B 145 D 195 A
46 C 96 D 146 D 196 D
47 C 97 B 147 A 197 C
48 C 98 C 148 C 198 C
49 B 99 C 149 D 199 D
50 A 100 B 150 C 200 B
45

ITIL Foundations certification exam prep questions

Загружено:

Сведения о документе

Исходное описание:

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

ITIL Foundations certification exam prep questions

Загружено:

Авторское право:

Доступные форматы

1.

I disagree with this statement

3.) ITIL focuses on people, organization and technology?

I disagree with this statement

I agree with this statement

8.) Which are the Service Delivery processes?

Availability, Incident, Change, Release, Configuration

12.) Consider the following

Which is the most appropriate description of these functions?

16.) ITIL works only with in the following situations.

Large, multi-national organizations

Service Level Management

Forward Schedule of Changes

Business Capacity Management

Service Desk Process

None of the above

I agree with this statement

32.) Of the following what are activities of the Service Desk?

1. To act as a single point of contact for Customers and end users.

33.) Evaluation and audit is part of the security management process?

I agree with this statement

I agree with this statement

36.) Match these Problem Management activities to their descriptions:

1.) Problem control

1-a, 2-b, 3-c

Yes, technology is still the most important part of IT Service Delivery

38.) Of the following which is NOT part of Service Level Management?

Service Level Requirement

40.) Which of the following statements is true?

1. IT Service Continuity Management must support the Business continuity plans.

I agree with this statement

42.) Which would NOT be a task for the Service Desk?

Managing the change to an application

I agree with this statement

I agree with this statement

Problem Management is about classifying incidents into related problems

Operational Level Agreement

I agree with this statement

Financial Management for IT Services and Capacity Management

53.) Which is not part of the scope of Release Management?

Financial Management for IT Services and Availability Management

Capacity Management and Incident Management

Change Management and Release Management

Operational Level Agreement (OLA)

Underpinning contract (UC)

Service Catalog (SC)

62.) Consider the following two statements.

1. Serviceability aspects of supporting IT infrastructure are defined in an Operational level agreement

Of these statements which of the following applies?

None of the above

All of the above

Releases built and implemented on schedule

Number of threshold alarms exceeded

Very low number of Releases having to be backed out

% CPU per transaction type

number of logons and concurrent Users

Problem and Capacity

Continuity and Availability

Availability and Problem

Yes, due to the Problem Management process Incidents will decrease

No, the lower number of incidents is due to better Incident management

Perhaps - it depends on many factors. As an example, perhaps we have been